Customer service management
Customer service is one of the paramount pillars of running a successful business. Without proper care, customers will leave and share their unsatisfactory experiences with others. Businesses can go into decline if the army of public detractors outweighs the volume of new business being drummed up by sales and marketing efforts.
Review Tui makes it easier for companies to gather positive and negative customer feedback so they can improve and grow. Learn more about how this is achieved.
What is customer service?
Customer service is commonly seen as a department but it's really a whole business philosophy. It's best described as the act of supporting your customers in resolving issues, troubleshooting problems and managing complaints or feedback. It's an important part of retaining the customers you've spent money acquiring and trying to turn those happy customers into promoters. If your customer service efforts are successful then you'll be tapping into one of the most powerful forms of marketing; word of mouth.
Creating advocates for your brand means a group of free salespeople that help raise awareness of your company, and encourage friends and family to buy. Some even do this via public reviews, which increases the reach of this advocacy even further. Happy customers make repeat purchases and, as an existing customer doesn't need to be re-acquired by marketing, they're more profitable in the long run.
Customer service can take many forms. While many businesses focus on human resources to troubleshoot issues it's not the only way a business can help its customers. From online articles, video demonstrations and guides there are many ways in which a business can service its customers better. Customer service is about putting the customer first, and meeting their needs. And it's far easier to know what these needs are when you ask them periodically. Customer feedback management (CFM) enables a business to hear directly from its customers and uncover the friction points that need to be addressed.
Modern customer service
The digital age has accelerated the methods customers prefer to serve themselves when an issue arises. Your customers are unique, and their preferred methods for resolving an issue are just as diverse. It's no longer good enough to offer a single service portal and force your customers into this method. Doing so increases friction and frustration, in a scenario where unhappiness is already elevated.
Therefore, modern customer service needs to be multifaceted. From phone support to website chat, self-help guides to social media conversations. Review Tui helps you assess your performance on all channels by easily integrating with your growing web of outlets.
Customer service vs Customer Experience
Customer service and customer experience are two very different things yet they're commonly confused. Modern businesses need to be more aware of the customer experience they offer, or they risk reducing website traffic, leads and repeat customers. If a business wants to grow it needs to harness the true power of the customer.
Review Tui customer service platform
Customer feedback strategy guide
Develop your very own customer feedback strategy with our free digital guide. From winning over senior management to identifying the moments in the customer's journey for valuable feedback this guide is packed with advice. Learn the framework required to get consistent and insightful customer feedback and how to implement it across your business quickly.
You have multiple touchpoints with your customers and it's important that you measure the customer sentiment at each of these levels. Often businesses want to have one simple survey and the ability to measure which locations, people and sources get the best results.
Review Tui enables you to create multiple custom links to each survey. Tagged however you like these campaigns group links and make filtering, searching and analysing these groups easier than ever. Compare one campaign against another, or measure how different links within the same campaign perform to focus your efforts. Campaigns make it easy for you to identify greatness, and optimise with ease.
Simplified link tagging
As you build a new link within a campaign you're guided through your tagging options. Complex link tracking, like UTM links, is excessively complicated and hard to utilise. With campaigns, relevant options are presented based on your previous selections meaning you're not overwhelmed with options. Sharing this link through an automated email? The link builder will only show you email-relevant options for the next level tags.
Customer feedback QR code
Generate unique QR codes for customer surveys directly from the link builder. Add these as stickers on tables, on posters or added to receipts to increase the opportunities for people to give your business feedback.
Review Tui surveys are optimised for mobile devices, which means the customer gets a seamless experience regardless of when they choose to give you feedback. Capture customer sentiment at the moment with even greater connectivity and accessibility. All with Review Tui's campaign link-building tool.
Want to change the survey the QR code links to without changing all your marketing material? With Review Tui's campaign link builder switching the link destination of existing links is easy.
Why use our customer feedback campaigns?
Which tiers include campaigns?
All of them! It's pretty tough to gather customer feedback without links so we include this feature even on our free tool. There are limits in place so if you're using lots of links you may need to upgrade.
Why do I need more than one link?
You don't. If your business uses Survey Monkey, or something similar, you will likely have one link to that survey and use it everywhere. The downside to that is you won't be able to isolate key feedback to its source without creating multiple surveys, which is time-consuming.
With Review Tui you can create one link to your survey or dozens! These additional links can be given unique tags so you can use a different link in different locations, assign them to different people and even use them across feedback channels. This provides more insight with less work.
What is Review Tui?
Review Tui is a customer feedback platform designed to make it easier for businesses to hear the voice of their customer. From easy-to-build surveys to an intuitive method for encouraging public reviews we want businesses of all sizes to understand how they're delighting their customers, and how they could do better.