Friday, 14 June 2019

Reviews Are an Integral Part of Customer Service


When you launch a new product in the market, you would like to know how your product is performing in the market. Do the consumers like your product? Are they happy with the quality? Are they pleased with the after-sales service? And so on. There are multiple ways in which you can collect data for the above questions. you could hire someone to conduct a market research for you or do it yourself through various tools available online. You could put the word out on social media about the product, and use that as a forum to collect opinions about your product and you could also encourage people to post honest reviews about your product. Customer reviews, if used in the right manner, can be a potent tool in enhancing customer experience and building the brand. At Global Tree, reviews are one of the main components of customer feedback loop

Reviews Are an Integral Part of Customer Service

Leverage Reviews to Gain Insight into Customers

For any company, both good and bad reviews can be the norm. It is quite common to have both very good and very bad reviews for the same product, depending upon the customer experience. One mistake many companies make is to suppress or ignore the bad reviews, while highlighting only the good ones. The best  thing to do with bad reviews is to use them to gain an understanding of what customer expectations are and what are the areas in which your product or service is unable to fulfill the expectations. Were they unhappy about the delivery timelines? The service itself or the aftersales service. You could also use technology to build an algorithm that can reveal a pattern in customer feedback, based on which you could decide to make structural changes to your product’s workflow and customer onboarding experience.
There is a lot that one can learn from customer reviews, especially the ones that have not been so kind to the company’s product, as it helps the company to easily identify the areas of improvement and put together a strategy for the same. At GLOBAL TREE, REVIEWS are used to gain an understanding of the customers changing requirement and are used as an integral part of customer enhancement plans.

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