B2B Feedback: Leveraging a Multi-Channel Approach to Delight and Reduce Churn

Multi-channel feedback is the future for B2B. The goal should be to integrate and capture feedback from your customers where they already are, not force them through your process. We recently heard from two industry experts that dove deeper into this exciting topic on our latest webinar.

Trishaala Chengappa, the VP of Product development at CustomerGauge, walked us through the importance of utilizing a multi-channel approach to surveying. 

Ondrej Sedlacek, the Co-founder of SatisMeter, showed us where to begin implementing a multi-channel approach to surveying in SaaS.

In addition, we covered how the CustomerGauge and Satismeter integration is now making it easier than ever to develop this new but critical multi-channel approach to surveying.

As we all know, 2020 was a challenging year, but with all challenges in life, come opportunities. And it left us with a lot of lessons to learn and areas to grow and get better.

One of those lessons being – “Why leveraging a multi-channel approach to surveying is so important”.

We can see that companies who are leveraging this Multi-Channel approach to their CX program are going to collect feedback faster than their competition and win more often. It’s as simple as that.

And who couldn't use a win?!  implementing this new approach to your CX program is an easy way to start collecting those wins. 

We work on multiple devices every day. More often than not, we are looking at multiple screens on these devices all at the same time.

Your customers are doing the same exact thing. We saw this in the numbers, our customers prefer to give feedback across multiple different devices and channels.

Those who don’t move with their customers will get left behind by those same customers.

Key takeaways from the webinar:

MULTI-CHANNEL SURVEYING IS A MUST

Companies with strong multi-channel CX:

• Retain 89% more customers
• See a 9.5% increase in annual revenue 

Companies with weak multi-channel CX:

• Retain only 33% of customers
• See only a 3.4% increase in annual revenue

 HAVING A FEEDBACK STRATEGY IS IMPORTANT

Make sure to monitor feedback channels:

• Email     
• Chat    
• SMS        
• Social    
• In-App    
• Phone

UTILIZE CUSTOMERGAUGE AND SATISMETER

• 2x higher response rate
• Bring survey to the consumer
• Offer micro-surveys across the customer journey

Want to learn how to start leveraging a Multi-Channel approach to your CX program; sign up for our bi-weekly open demos!