Gathering feedback for your website is one of the most important elements of providing a positive customer experience, but getting it as fast as possible is vital.
Why?
Because the sooner you analyse feedback, the sooner you can optimise pages, make changes, test new ideas, and boost engagement.
Improvements to your design, load times, checkout process, and overall performance can make a huge impact on user experience.
For example, crashes account for 20% of cart abandonments and clunky checkout processes for 28% of abandonments. Tackling both problems could cut cart abandonments significantly.
So, how do you get fast website feedback? In this post, we’ll share some tried and tested methods for you to try!
Methods, techniques, and tools: Feedback when you need it fast
Live chat
Live chat has become a staple of commercial websites in the past few years. You’ll see either a button to initiate the chat or a pop-up window in the corner of a page inviting you to ask questions.
And live chat’s increasing popularity is welcomed by most consumers: 75% prefer live chat over other communication channels. Around 45% feel having a live person answer their questions during a purchase is one of the most important features a website can offer.
If your website doesn’t include a live chat feature, you’re missing out on an opportunity to interact with your users in a fast, convenient way. But it’s not enough to just implement live chat: quality service is key. For 60% of customers, an immediate response is a basic expectation.
An efficient, responsive, engaging live chat interaction can make a positive first impression on visitors and provide them with the information they may need to convert. But not all customer service agents might be performing to the standard you expect.
One of the best ways to identify service flaws and identify opportunities to improve is to just ask!
A common rating system involves various emojis representing their experience: happy, sad, confused, etc. This provides at-a-glance insights into the quality of live chat a particular agent provided. You may prompt users to elaborate on the best or worst aspects of their interaction too.
Another option is to ask users to rate their experience between one and 10, or to choose an adjective they would use to describe it, e.g. good, bad.
Make sure all feedback gathered at the end of live chats is analysed and acted upon. That could mean:
- Rewarding your highest-rated agents
- Implementing certain positive techniques into training sessions
- Addressing any bad habits
Short pop-up surveys
Pop-up surveys can be incredibly annoying when they appear within seconds of you landing on a site. They might ask you how you found the website, your age, etc. This can feel intrusive and make a negative impact on a user’s experience.
But pop-up surveys are a valuable way to gather feedback at the end of a visitor’s time on your site, especially when they’ve converted.
For example, you might implement short pop-up surveys on order confirmation pages. Customers have already completed their transaction and may be willing to spare a few moments to share their views.
If they have any criticisms or suggestions, it’s much easier to use the survey than send an email.
You might ask users to describe:
- How easily they found what they were looking for
- Whether pages took too long to load
- How simple the checkout process was
- Whether they would recommend the site to a friend
This takes a bit more effort than picking an emoji, but it provides you with more detailed feedback.
Feedback buttons
Adding a feedback button to your website is one of the fastest ways to gather user insights. This empowers visitors and customers to notify you of performance issues or frustrating design elements without forcing them to leave the site.
They don’t need to write an email or submit a ticket. They can just hit the button and contact you within seconds.
Saber Feedback, for example, offers a simple way to add a feedback button on websites and web apps. Users can include screenshots and text to provide visual feedback with maximum convenience. They can be proactive instead of waiting for a prompt.
A feedback button is a simple visual element that doesn’t interfere with users’ actions and shows them that you welcome feedback.
It also helps to keep criticisms private instead of leaving customers no choice but to air frustrations on social media.
Offer incentives for instant feedback
Some users might wonder why they should spare the time to give feedback. That’s where incentives come in.
Offer a gift to persuade visitors to share their thoughts, but make it clear that you want honest feedback. An incentive is not a bribe!
You can try:
- Discount codes
- Free ebooks or videos
- Free guides relevant to your target audience’s interests/goals
- Invitations to webinars or other online events
Incentives may not motivate every single user to provide feedback, but it’s still a simple technique to implement regardless.
Ask customers/users to choose their interests on your website
Last but not least, invite users to choose their own interests on your site.
It’s a totally different approach than implementing surveys, but no less important. For example, if you provide word processing software, you could ask visitors whether they’re interested in the product for their studies, for their business, or for personal use.
This information would enable you to:
- Understand user/customer motivations
- Present them with the right product/service options
- Target offers/promotions with more relevance
- Distribute marketing emails based on diverse interests/goals, to improve open rates
Implementing this choice-based system gives you access to insights on the type of people visiting your site, and helps to cultivate a positive experience.
Try these tips to gather online feedback for your website fast, and you’ll have the data you need to make the right improvements in the right areas. This can help you deliver a better user experience, boost engagement, and — hopefully — increase conversions over time.
Remember: faster feedback leads to faster improvements and faster results.
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Saber Feedback makes it easy to get feedback fast.