I shopped for an ergonomic office chair at FabFurnish , for my home office (as I am a remote worker) . It arrived by Safe Express today (Easter Sunday !).
I now called the call center, to request for assembly; Expecting an IVR response asking me to call back on Monday. But, surprise! my call was promptly received, and politely responded to and my request was logged. The call center rep requested me to give a feedback, and I too wanted to give a positive feedback.
I shortly received a SMS from DM-FabFur :
"We hope you are satisfied with your interaction with Divesh Bhutani from FabFurnish.com. SMS Y or N to 9266801996 to share your feedback. Stay Fabulous!"
I tried to do a cut paste gymnastics on my mobile, but gave up in a while.
So, here I was a happy customer wanting to give a positive reply, but unable to do so, due to wrong choice of channel and User Experience.
Use social channels like Twitter/FB, to get a response.
The could SMS or DM me saying :
"If you liked your interaction then tweet back to +FabFurnish.com with #Happy else #UnHappy."
The social channels are like doubled edged sword, both positive as well as negative feed backs are visible.
Or, they could use a voting app on FB or G+ as well. The link to the voting Social Gadget can be sent via SMS. That way , only the company can see the feedback not every one else.
However, making it visible to all, makes the brand appear more transparent and proactive.
What ever the choice of the feedback channel is make it easy for the customer.
I now called the call center, to request for assembly; Expecting an IVR response asking me to call back on Monday. But, surprise! my call was promptly received, and politely responded to and my request was logged. The call center rep requested me to give a feedback, and I too wanted to give a positive feedback.
I shortly received a SMS from DM-FabFur :
"We hope you are satisfied with your interaction with Divesh Bhutani from FabFurnish.com. SMS Y or N to 9266801996 to share your feedback. Stay Fabulous!"
I tried to do a cut paste gymnastics on my mobile, but gave up in a while.
So, here I was a happy customer wanting to give a positive reply, but unable to do so, due to wrong choice of channel and User Experience.
So, what could have been done differently?
If SMS channel is used, make it easy for the customer to respond by using a SMS provider who can log the response on the same number.Use social channels like Twitter/FB, to get a response.
The could SMS or DM me saying :
"If you liked your interaction then tweet back to +FabFurnish.com with #Happy else #UnHappy."
The social channels are like doubled edged sword, both positive as well as negative feed backs are visible.
Or, they could use a voting app on FB or G+ as well. The link to the voting Social Gadget can be sent via SMS. That way , only the company can see the feedback not every one else.
However, making it visible to all, makes the brand appear more transparent and proactive.
What ever the choice of the feedback channel is make it easy for the customer.
ReplyDeleteCherrypick India furniture designs are very client-specific. Being the best furniture store in Bangalore, Koramangala, our goal is to create beautiful, luxurious, and comfortable furniture. visit today furniture stores near me
https://brand-delights.blogspot.com/2015/04/cx-make-it-simple-for-customers-to-give.html?showComment=1631603353156#c7331297873844770088
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