What tools do outsourced helpdesks use for customer feedback collection?

Outsourced helpdesks use a variety of tools to collect customer feedback, ranging from survey platforms and automated ticketing systems to integrated helpdesk tools. These tools help measure client satisfaction, identify areas for improvement, and ensure service quality aligns with client expectations.

Common Tools for Customer Feedback Collection

1. Survey Tools

• Examples:
  • SurveyMonkey: Customizable surveys to gather detailed feedback.
  • Google Forms: Simple, free tool for quick surveys.
  • Typeform: Engaging, user-friendly surveys with a clean interface.
• How they are used:
  • Sent after a support interaction to assess satisfaction or gather suggestions.
  • Collect data on the quality of support, resolution time, and technician performance.

2. Ticketing System Feedback

• Examples:
  • Zendesk: Integrated post-ticket satisfaction surveys (CSAT) sent automatically.
  • Freshdesk: Allows automated follow-up surveys when tickets are closed.
  • ConnectWise Manage: Collects feedback directly within the ticketing system.
• How they are used:
  • Customers receive a survey link when a support ticket is resolved.
  • The feedback is tied to the specific ticket, allowing targeted analysis.

3. Net Promoter Score (NPS) Tools

• Examples:
  • Delighted: Simple NPS surveys for measuring customer loyalty.
  • Promoter.io: Automates NPS feedback collection with analytics tools.
  • AskNicely: Continuous feedback with real-time NPS tracking.
• How they are used:
  • NPS tools send one-question surveys like, “How likely are you to recommend our support services?”
  • Provides a score (0-10) to measure client satisfaction and loyalty.

4. Live Chat Tools

• Examples:
  • Intercom: Built-in feedback requests after live chat sessions.
  • LiveChat: Offers real-time feedback ratings for individual chat interactions.
  • Tidio: Customizable post-chat surveys.
• How they are used:
  • Customers rate the quality of the chat experience or leave comments immediately after an interaction.

5. CRM Integrated Feedback Tools

• Examples:
  • Salesforce Feedback Management: Integrates surveys into customer workflows.
  • HubSpot: Offers feedback forms and integrates customer satisfaction scores into CRM records.
• How they are used:
  • Collect feedback during or after support interactions.
  • Integrates feedback into customer records for long-term relationship management.

6. Email Feedback Requests

• Examples:
  • Mailchimp or Constant Contact: Send automated email surveys with links to feedback forms.
  • Microsoft Forms: Attach surveys to email follow-ups after interactions.
• How they are used:
  • Personalized emails request feedback after ticket closure or service delivery.

7. Social Listening Tools

• Examples:
  • Hootsuite: Tracks feedback shared on social platforms.
  • Sprout Social: Monitors client sentiments and mentions across channels.
• How they are used:
  • Allows helpdesks to capture indirect customer feedback shared publicly on social media.

8. Voice and Call Surveys

• Examples:
  • CallMiner: Analyzes voice calls and sentiment during customer conversations.
  • Interactive Voice Response (IVR): Collects ratings via automated phone prompts post-call.
• How they are used:
  • Customers rate their experience immediately after a phone support session.

Benefits of Using Customer Feedback Tools

1. Measurable Results: Track metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score), and customer effort scores.
2. Improved Service Quality: Analyze feedback to identify trends and areas for improvement.
3. Real-Time Insights: Tools like live chat or IVR provide immediate input after interactions.
4. Enhanced Customer Relationships: Shows clients that their opinions matter, building trust and loyalty.

Looking for help collecting and improving customer feedback?
Medha Cloud offers outsourced IT helpdesk services equipped with advanced feedback tools to improve your customer satisfaction.