How to Handle Customer Feedback? (Use Them to Your Advantage!)

When I say customer feedback, I’m referring to those you receive through digital feedback forms shared with the customer.

Unlike verbal feedback, you get time to respond to digital feedback.

Let’s see how you can handle and use them to your advantage, such as to improve your business’s online reputation.

Handling negative customer feedback

First, it’s essential to let the unsatisfied customers know they’ve been heard.

In a recent study on 1000 US customers, 72% said they didn’t hear back after completing a satisfaction survey. 

Worse, some businesses don’t even send an automated message appreciating the customers’ time to share the feedback.

This is part of the reason many share negative reviews publicly — they’re sure their review will catch some attention.

To avoid this, businesses can personally reach out to unsatisfied customers following the feedback.

You can talk to them, collect more details about their experience, and make an honest effort to improve their experiences in the future.

An even better approach that we prefer and the RateUp platform provides is creating tickets.

Create tickets for customer complaints

Whenever a customer shares negative feedback following a bad shopping or product experience,

• you can raise a ticket on the RateUp platform,
• assign it to the concerned department and alert them, and
• track the ticket status until it’s resolved.

This saves hours compared to manually closing the customer feedback loop.

From a business POV, it means that you don’t have to spend money on hiring more employees to manage feedback.

A single employee can efficiently manage customer feedback at scale through the RateUp platform.

Leverage positive customer feedback

It’s a sad fact that many SMBs don’t know how to make use of positive customer feedback to their advantage.

Many just skim through positive feedback without doubling down and further improving them to provide an even better customer experience.

Alternatively, businesses can turn happy customers into advocates by making them share positive reviews publicly. 

To do this, you can contact the customer who shared positive feedback and politely ask for a public review. Happy customers are very likely to drop a positive review.

However, only some happy customers might like this idea. Besides, they may choose not to or forget to drop the review even after asking for it.

At RateUp, we have a simple solution to this.

Boost online reputation with happy customers

On the RateUp platform, you can enable Google Reviews on feedback forms.

You can configure the review prompt to appear based on the customer experience.

For example, you can show the review prompt only when a customer gives 4 stars and above.

If the customer is unhappy with their experience and gives you less than 4 stars, the Google review prompt will not be shown to them (see this in action below).

So, only happy customers are led to the Google review page, which increases the chances of getting more positive reviews online.

And it’s pretty simple to configure this setting on RateUp. You just need to enable Google Reviews and add a logic jump (explained in the above video). 

This option is not limited to Google Reviews, however. We can help you get more positive reviews on any platform you choose, like Yelp, Tripadvisor, Zomato, etc.

Automate customer feedback collection to get more feedback in the first place

The people I talk to — SMB founders, operation managers, and CX professionals — almost always share the same pain point: they’re not getting enough customer feedback.

Some of our clients initially tried pasting QR codes containing feedback forms on the shops, hoping it would increase the response rates (only in vain).

From our experience working with multiple SMBs, we know that automation can solve this problem efficiently.

We do this by integrating your billing/CRM system with RateUp, which automatically sends feedback forms and surveys to customers after they do business with you.

The forms can be sent directly to the customers’ WhatsApp, giving you 35% more response rates than Emails and SMS.

Automating the entire customer feedback management process also has a positive ROI of over 10x. You can read more about it here: Automate Customer Feedback Management: Business Case and ROI for SMBs.

And if you’d like to take the RateUp feedback management platform for a spin, feel free to sign up with your email ID and get started here: https://rateup.app/login.