What questions to ask the client to collect feedback

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Is your customer service first-rate? To find out, you need to ask the right questions.
Below we provide the necessary questions for customer feedback, which will give you the information you need about the most important components of your business.
How did you hear about us?
Were your expectations met?
What tasks does our product help to cope with?
How would you rate your tasks and the success of their implementation with the help of our business?
How long did you use our product before you saw satisfactory results?
These questions touch on all aspects of the consumer experience, which will give a clear idea of ​​the impressions after use.
Keycall can easily cope with any of the tasks that were specified above, and if you still have doubts, the example below will definitely guide you in terms of the excellent work of our voice bot and help you make a choice.
Why did you choose Keycall for NPS?
Flamecame is a store of wooden products for the home. They do not norway phone number data have their own website, but they successfully trade through the landing page on Prom.ua. The specificity of the trading platform is that before getting to the store page, the client compares it with others. Competition in the furniture niche is high, and product quality is second to none. The rating of the store and customer reviews can be decisive for the client, some of them are not even read, but are simply based on the number - if there are more reviews than others, then the product is definitely good. In addition, often the client does not remember where he bought the goods and confuses a furniture store with a shopping area.
It was important for Flamecame to stand out from other stores, broadcast its name and fill the page with real extended reviews. Having 300 clients a week, it was unprofitable to call each one for feedback, since only a few managers work in the sales department. Therefore, the feedback collection was entrusted to the Keycall voice bot.
Automatic feedback collection for a furniture store
What did we do for the client?
We analyzed the target audience — information about customers who made a purchase. What and how much did you buy? Age, gender, city of residence, in other words, basic but effective questions were used to collect feedback.
We developed 2 versions of the script. After assessing the quality of service, they discovered that people did not understand who was calling them, because the order was placed through the trading platform. Therefore, we mentioned it in the greeting and completely changed the structure of the callback script.
Developed and added 3 new threads of the conversation, thanks to which it was possible to collect extended answers.
Initially, the bot had its own methods of collecting feedback. He asked if everything satisfied the customers with the service and the purchase. If yes, they sent an SMS and asked to write their impressions by following the link. If the client did not like something, the bot asked the reason, fixed the answer and promised the client to understand the situation, and passed the information to the Flamecame sales department. If a person immediately talked about their impressions, they also recorded a review.
A female voice was chosen for gathering feedback — according to our observations, women are more likely to share details and trust more.