- Alienware Support Drivers
- Alienware Support Assist
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- Alienware Support Forum
Feedback is also a useful design principle for designing user interfaces. Video feedback is the video equivalent of acoustic feedback. It involves a loop between a video camera input and a video output, e.g., a television screen or monitor. Aiming the camera at the display produces a complex video image based on the feedback. Glad you had a good dell customer support experience. Do you have gtx1080 or 1070 as the heatsink with wider pipes is usually reserved for the 1080. If you have 1080 your gpu temps are superb (71c) if you have the 1070 you gpu temps are just abit below stock average - but satisfactory. Cpu temps is ok, undervolting will lower further upto -10c. Such a heartwarming story is incredible PR for the brand, but their entire model reflects that same type of customer service. By allowing customers to try-on five pairs of glasses at a time at home without paying a dime is a very generous feature that puts the customer first.
Collecting customer feedback is essential to improving your product or service. But customers will rarely provide feedback if you don't ask for it. So how do you overcome this hurdle? Here are 5 methods to gather honest customer feedback along with actionable tips and free-to-use survey templates!
How to Get More Customer Feedback?
Firstly, to get more customer feedback, you need to be asking your audience the right questions at the right time.
Secondly, you need to create a seamless experience for your customers. If they have to put too much effort into providing feedback, most of them won't even bother. According to our report, email-embedded surveys note the highest average completion rate of 74%.
Surveys are a great way to get accurate and honest customer feedback because they're quick and easy to answer.
In fact, HubSpot has recently asked its customers: 'How does your company actively listen to customers?'. Four out of the five most popular answers involved using surveys.
Also, you could be running surveys across various channels like website, email, mobile app, chat, and link. How does this help?
Most importantly, you'll reach customers where they are most engaged. If you're getting a lot of traffic to your website and would like to ask about website improvements, you should go with website surveys.
If, on the other hand, you're looking for customer satisfaction ticket feedback, you should go with email or chat surveys instead.
Surveys enable you to collect meaningful customer feedback because you can target them precisely. For example, imagine a visitor is just about to leave your website. You'd like to know why. Easy! You could show them a subtle exit-intent survey that triggers only if someone wants to leave your page.
In short, different situations require different methods of collecting customer feedback. That's why I put together a list of 5 methods to get customer feedback in 2021!
Keep reading or use the links in the next paragraph to jump to a specific section.
FURTHER READING:20 Customer Satisfaction Survey Questions to Ask for 2021
Methods to Get Customer Feedback Based on Business Goals
Business goal | Recommendeded method of collecting customer feedback |
---|---|
Create better converting website and build better products | Website and web app surveys |
Gather new content ideas and improve your blog | Website and web app surveys |
Ask for feedback on your pricing page | Website and web app surveys |
Find out how people find your website | Website and web app surveys |
Discover new feature requests and prioritize product roadmap | Website and web app surveys or Mobile app surveys |
Get feedback on a new design and features releases | Website and web app surveys or Mobile app surveys |
Let your users quickly share their ideas, bugs and concerns | Feedback Button |
Get feedback on your newsletter | Email and link surveys |
Research your Product-Market Fit | Email and link surveys |
Measure CSAT (Customer Satisfaction Score) | Email and link surveys or Website and web app surveys |
Track CES (Customer Effort Score) | Email and link surveys or Website and web app surveys |
Measure NPS (Net Promoter Score) | Email and link surveys or Website and web app surveys or Mobile app surveys |
See why users cancel and improve your retention | Email and link surveys or Website and web app surveys |
Improve your mobile app's usability | Mobile app surveys |
Identify promoters and get more positive reviews of your mobile app | Mobile app surveys |
Get customer feedback after closing a ticket | Chat surveys or Email and link surveys |
1. Website and web app surveys
Website and web app surveys (also called in-app surveys) are a great way to get accurate customer feedback. Why? Because you can target them to appear only to the relevant visitors and users. The available targeting options include:
- Where visitors and users are: display on all pages, display on specific pages, domains, subdomains, regex
- When surveys appear: exit intent, visit duration, scroll progress, event-triggered, and more
- Who visitors and users are: sampling, traffic source, location, logged in status, device, cookies, and more
- Surveys frequency: automated recurring surveys, display once per visit, once per visitor
- When surveys start and stop: scheduled start & stop date, manual start & stop, a target number of responses
This makes website and web surveys the most convenient way of collecting feedback on a website.
Survey examples: Exit-Intent survey, 'How did you hear about us?' survey, Website Usability survey, Pricing Feedback survey.
![Alienware support drivers Alienware support drivers](https://i0.wp.com/ae01.alicdn.com/kf/HTB1htw7RFXXXXawXXXXq6xXFXXXc/Original-GTX-680M-GTX680M-2G-N13E-GTX-A2-Video-font-b-Card-b-font-For-Dell.jpg?crop=5,2,900,500&quality=2886)
๐ Pros:
- target specific website visitors and web app users
- install once, survey forever without developers' assistance
- create user-friendly design with customized colors, logos, fonts and custom CSS
- subtle and easy to answer
๐ Cons:
- limited respondent availability, you need to draw people to your website first
- might be seen as disruptive
Hint: Think about which group of users you'd like to survey. And what's the information you want to get from them. Then target your survey accordingly.
Free-to-Use Exit Intent Survey Template
Free plan available. 100 free survey responses included every month!
2. Feedback button
It's an always-visible, static button that floats on the side of your website. As such, Feedback Button is the fastest way to get actionable user feedback. Without boring your users to tears with long surveys at that!
However, it only consists of two questions. So you can't really use it for more detailed research. If you're looking for a quick website or product feedback, though, Feedback Button is your best bet.
People love sharing feedback but hate wasting their time. Feedback Button helps you overcome this hurdle as it makes collecting feedback fast and fun.
Usage examples:
- get users to share bugs, ideas and concerns
- identify usability issues
- measure and analyze customer sentiments over time
๐ Pros:
- quick and easy to install and answer, multi-language options
- shows your company welcomes customer feedback
- your visitors don't have to search to provide feedback โ it's always visible
- you can add your logo and customize colors
๐ Cons:
- consist of only two questions โ Smiley Scale and Text Answer
- targeting is limited to page targeting (where to show Feedback Button)
Hint: When you get customer feedback via Feedback Button, you can forward it to your mailbox or a Slack channel. You can also ask users for their email addresses to follow up with them afterward.
3. Email-embedded and link surveys
Email and link surveys are by far the most flexible way to gather customer feedback. And here's why.
You can embed an email survey directly into the email's body. This results in increased response rates as your audience can answer the survey straight from their mailbox:
Users usually expect email surveys to be short which is why you can get completion rates of up to 83%. If there's more than one question in a survey, though, users will answer it in a new browser tab.
Alternatively, you can use link surveys. They're great for sharing via social media, email, chat, or any other method. You just need to provide your respondents with a link to the survey, and that's it!
In addition, email and link surveys work with 35 marketing tools including HubSpot, Intercom, Mailchimp, Drift, and more. This means that once you send surveys via these tools, you can identify who gave you each response.
How is it helpful to know who answered your survey? You can then respond to customer feedback and follow up with your customers.
But if you'd like your surveys to be anonymous, that's also possible.
Also, you can choose from over 18 native integrations with CRM, marketing automation, collaboration, and customer support tools.
Alienware Support Drivers
It's worth integrating email and link surveys with the tools you're already using. As a result, you can trigger custom workflows based on the customer feedback you'll get.
![Support Support](http://alienwareusersupport.weebly.com/uploads/7/7/9/4/7794486/8378300.jpg)
Remember: customer feedback is only as useful as you make it. To truly capitalize on customer feedback, you need to take action after receiving it. For example, when you get a high CSAT or NPS score, it's worth asking the user for a positive review, testimonial, or case study.
Survey examples:NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey, Churn Survey, Product-Market Fit survey
๐ Pros:
![Feedbackalienware User Support Feedbackalienware User Support](https://riteshhota2008.github.io/laptopguruji/WebsiteImages/Dell_PNG.png)
- send email and link surveys via any tool you're using
- users can answer email surveys straight from the email
- use 16 survey question types and support the most common use cases
- identify survey respondents and follow up with your customers
๐ Cons:
- if your survey has too many questions, people might abandon it
- you need to craft an email copy and subject lines to send an email survey
Hint: For up to 4-question surveys, use email-embedded surveys. For more than 4-question surveys, share the link instead.
That's because when you embed a survey into an email, users expect it to be rather short. If the survey turns out to have multiple questions, some people will feel deceived and abort the survey.
Free-to-Use NPS Survey Template
Free plan available. 100 free survey responses included every month!
4. Mobile app surveys
So how do you boost your mobile app to 5 stars? Well, for one thing, you can collect user feedback directly inside your Android or iOS mobile app.
Mobile app surveys help improve your mobile app's usability. For example, imagine you can get feedback on new designs and feature releases within your mobile app. Or discover new feature requests and prioritize product roadmap.
In fact, you don't have to imagine. You can achieve all these goals with mobile app surveys!
Most importantly, you can target mobile app surveys to appear only to the users that matter. This lets you collect customer feedback that's actually valuable.
Alienware Support Assist
Suppose you want to ask the users how they like your mobile app after a recent update. Of course, you won't want to target those of your users who just installed your app. After all, they don't know how the app worked before the update. So their opinion will be meaningless and it could skew your results.
That's why you need to ask only the right users for feedback. And to help you with that, you can trigger mobile app surveys based on:
- specific screens, events, users' custom attributes or actions
- show surveys only to a percentage of users meeting targeting rules (sampling)
Also, mobile app surveys don't require leaving, relaunching, or updating the app. Talk about making it easy for users to provide feedback and offering a fatigue-free experience!
Survey examples:User experience survey, Software evaluation survey
Alienware Support Assist Download
๐ Pros:
- target specific mobile app users
- install with a developer once, survey forever without developers' assistance
- create a user-friendly design with customized colors
- capture negative reviews before they appear in app stores
๐ Cons:
- might be seen as disruptive
Hint: Use mobile app surveys when the context of using the mobile app at the time of surveying is important. For example, when asking 'How helpful do you find this new button?'.
For more extended product feedback, use email and link surveys instead.
5. Chat surveys
There are a couple of ways to run chat surveys. If you're an Intercom user, you can run surveys directly in the Intercom Messenger.
If, on the other hand, you're using a different tool, you can share a link to the survey in the chat window.
Chat surveys are great for measuring customer satisfaction or researching your NPS (Net Promoter Score).
For example, here at Survicate we use chat surveys to encourage NPS feedback.
If the customer doesn't reply, we tend to send them the same survey by email.
Moreover, chat surveys help you get real-time customer feedback while talking with your customers. They are also more engaging, personal, and fun for people to take than traditional questionnaires.
Survey examples:NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey, Opinion Survey.
๐ Pros:
- feel more personal and fun
- get you real-time feedback
๐ Cons:
- Not all chat providers allow adding HTML to messages. If they don't, share a link to the survey instead.
How to Get Started Gathering Customer Feedback
To collect more customer feedback, follows these steps:
- Decide what is your goal in collecting customer feedback. For example, it can be improving your newsletter or measuring Net Promoter Score
- Choose the most suitable survey distribution method. For example, email and link surveys
- Create your survey from scratch or choose a survey template
- Launch your survey!
![Alienware Alienware](https://www.softwaresuggest.com/blog/wp-content/uploads/2019/03/user-feedback-1068x427.png)
Survicate provides a lifetime-free plan which gives you:
- 100 free survey responses each month
- All survey distribution channels
- Unlimited users
- Unlimited surveys and questions in a survey
- 15 survey question types including NPS, CSAT, and CES/li>
- 14 native integrations including Intercom, HubSpot, and Slack
The biggest perk of using Survicate? You can accommodate all business goals and methods to collect customer feedback I mentioned in this blog post!
Alienware Support Forum
Start Collecting Customer Feedback. Free Plan Available.
Summary
With 5 survey distribution channels and free survey templates, it's easy to get customer feedback. Every organization should add collecting customer feedback to their to-do list.
Whether you're looking for improvements on your website, feature requests, or measuring customer satisfaction, surveys can help you gather accurate and honest feedback from your audience.
Here's a summary of the 5 methods to get customer feedback mentioned in this blog post:
Great customer service takes your business to the next level, and ensure your success. Your product and price can be amazing, but without making your customer feel valued, you can lose out on tons of repeat business and referrals. Especially in the digital age, if someone has a bad customer experience with your company, they will not hesitate to bad mouth you online (even if it is funny). Wouldn't you rather your customers rave about you to all their friends? More than half of consumers spend more money with brands they're loyal to, so keeping them happy, keeps them coming back.
Your customer service staff is the face of your company. Whether or not you train them correctly can truly make or break your business. Below we will show you some amazing examples of customer service so you can see what it looks like when it's done right. No matter what industry you're in, you are still in the business of customer service.
Example 1: The JetBlue Chief People Officer
JetBlue is often commended for solving problems quickly via Twitterโa genius customer service vehicle, by the wayโbut the airline's legendary People Officer is even more impressive. There was one incident where JetBlue was testing out a new system and asked passengers show up two hours too early to their flight. To help alleviate passengers' grievances, the Chief People Officer was on the flight and held rounds of trivia to give away about a dozen free plane tickets to the airline's participating cities. The stunt received tons of publicity, and in a time when some airlines are getting a lot of flack, JetBlue is just rising above the rest simply by thinking about their customers.
Example 2: Google Express Fixes Shipping Issue
This is a personal example. I recently ordered a couple of vinyl records from the new Google Express, which has partnered with Walmart to be a rival to Amazon Prime with two-day shipping. After receiving shipping tracking information, I patiently waited for my records to arrive. As promised, a package arrived in a few daysโbut there was only one record in it. When checking my emails to see the issue, I realized it the second vinyl was in fact supposed to be in the same package.
I looked for a solution to my email from Google Express. There, in plain sight, was a 'Contact Us' option. I clicked it, and I was taken to a live chat window. I expressed my issue to the customer service rep I was chatting with, provided my order number, and that was it. The rep realized my vinyl was stuck at FedEx location, and he/she fixed the issueโthe package arrived just a day or two later.
Not only was the experience seamless and painless, but, for my troubles (without me even asking), the rep provided me with a discount code for my next order. The email with the 15% off code said, 'Sorry to hear about your recent bumpy experience with Google Express,' which was incredibly refreshing. They admitted they made a mistake and sweetened the deal to make the hassle worth it. A 'bravo' moment in my book, this tactic is simple enough for any company (no matter how small) to keep customers happy and coming back.
Example 3: The CVS Good Samaritan Vans
You might not think of CVS, the drug store chain when you see a stranded motorist on the side of the highway, but after reading this example, maybe you will. One woman tells Consumerist that she got a flat tire on a busy highway in Washington D.C. She called her husband, but he was going to be a while until he could get there. Then, within minutes, a CVS Good Samaritan Van pulled up.
She said to Consumerist: 'The gentleman, Ernie, introduced himself and got right down to business to put on my spare. He even apologized for being tied up with another driver farther back. He told me I could call my husband and tell him not to worry. Five minutes later, my tire was fixed and I was on my way. CVS only asks that you fill out a postage-paid comment card. Because of this service, I will definitely be shopping at CVS more often. Thanks to CVS and to Ernie, who helped me out of a jam on Southbound 395.'
Who knew Samaritan vans were even a thing? CVS gets major points for this strategy because they are reaching people who may not even shop at CVS. Their cause is rooted in genuine caring for others, which is a big draw for people. People want to shop somewhere they feel valued and cared about.
Example 4: Warby Parker's Train Mystery
Though this example may be a little tougher to replicate on an everyday basis, it's a great example of how far some companies go to ensure their customers are completely enamored with them. Warby Parker, a disruptor in the eyewear industry, has revolutionized the eyewear buying industry by allowing customers to try on their glasses before buying them.
![Assist Assist](https://pics.me.me/l-cdn-90-8-57-am-bestbuy-ca-buy-search-best-buy-62761977.png)
๐ Pros:
- target specific website visitors and web app users
- install once, survey forever without developers' assistance
- create user-friendly design with customized colors, logos, fonts and custom CSS
- subtle and easy to answer
๐ Cons:
- limited respondent availability, you need to draw people to your website first
- might be seen as disruptive
Hint: Think about which group of users you'd like to survey. And what's the information you want to get from them. Then target your survey accordingly.
Free-to-Use Exit Intent Survey Template
Free plan available. 100 free survey responses included every month!
2. Feedback button
It's an always-visible, static button that floats on the side of your website. As such, Feedback Button is the fastest way to get actionable user feedback. Without boring your users to tears with long surveys at that!
However, it only consists of two questions. So you can't really use it for more detailed research. If you're looking for a quick website or product feedback, though, Feedback Button is your best bet.
People love sharing feedback but hate wasting their time. Feedback Button helps you overcome this hurdle as it makes collecting feedback fast and fun.
Usage examples:
- get users to share bugs, ideas and concerns
- identify usability issues
- measure and analyze customer sentiments over time
๐ Pros:
- quick and easy to install and answer, multi-language options
- shows your company welcomes customer feedback
- your visitors don't have to search to provide feedback โ it's always visible
- you can add your logo and customize colors
๐ Cons:
- consist of only two questions โ Smiley Scale and Text Answer
- targeting is limited to page targeting (where to show Feedback Button)
Hint: When you get customer feedback via Feedback Button, you can forward it to your mailbox or a Slack channel. You can also ask users for their email addresses to follow up with them afterward.
3. Email-embedded and link surveys
Email and link surveys are by far the most flexible way to gather customer feedback. And here's why.
You can embed an email survey directly into the email's body. This results in increased response rates as your audience can answer the survey straight from their mailbox:
Users usually expect email surveys to be short which is why you can get completion rates of up to 83%. If there's more than one question in a survey, though, users will answer it in a new browser tab.
Alternatively, you can use link surveys. They're great for sharing via social media, email, chat, or any other method. You just need to provide your respondents with a link to the survey, and that's it!
In addition, email and link surveys work with 35 marketing tools including HubSpot, Intercom, Mailchimp, Drift, and more. This means that once you send surveys via these tools, you can identify who gave you each response.
How is it helpful to know who answered your survey? You can then respond to customer feedback and follow up with your customers.
But if you'd like your surveys to be anonymous, that's also possible.
Also, you can choose from over 18 native integrations with CRM, marketing automation, collaboration, and customer support tools.
Alienware Support Drivers
It's worth integrating email and link surveys with the tools you're already using. As a result, you can trigger custom workflows based on the customer feedback you'll get.
Remember: customer feedback is only as useful as you make it. To truly capitalize on customer feedback, you need to take action after receiving it. For example, when you get a high CSAT or NPS score, it's worth asking the user for a positive review, testimonial, or case study.
Survey examples:NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey, Churn Survey, Product-Market Fit survey
๐ Pros:
- send email and link surveys via any tool you're using
- users can answer email surveys straight from the email
- use 16 survey question types and support the most common use cases
- identify survey respondents and follow up with your customers
๐ Cons:
- if your survey has too many questions, people might abandon it
- you need to craft an email copy and subject lines to send an email survey
Hint: For up to 4-question surveys, use email-embedded surveys. For more than 4-question surveys, share the link instead.
That's because when you embed a survey into an email, users expect it to be rather short. If the survey turns out to have multiple questions, some people will feel deceived and abort the survey.
Free-to-Use NPS Survey Template
Free plan available. 100 free survey responses included every month!
4. Mobile app surveys
So how do you boost your mobile app to 5 stars? Well, for one thing, you can collect user feedback directly inside your Android or iOS mobile app.
Mobile app surveys help improve your mobile app's usability. For example, imagine you can get feedback on new designs and feature releases within your mobile app. Or discover new feature requests and prioritize product roadmap.
In fact, you don't have to imagine. You can achieve all these goals with mobile app surveys!
Most importantly, you can target mobile app surveys to appear only to the users that matter. This lets you collect customer feedback that's actually valuable.
Alienware Support Assist
Suppose you want to ask the users how they like your mobile app after a recent update. Of course, you won't want to target those of your users who just installed your app. After all, they don't know how the app worked before the update. So their opinion will be meaningless and it could skew your results.
That's why you need to ask only the right users for feedback. And to help you with that, you can trigger mobile app surveys based on:
- specific screens, events, users' custom attributes or actions
- show surveys only to a percentage of users meeting targeting rules (sampling)
Also, mobile app surveys don't require leaving, relaunching, or updating the app. Talk about making it easy for users to provide feedback and offering a fatigue-free experience!
Survey examples:User experience survey, Software evaluation survey
Alienware Support Assist Download
๐ Pros:
- target specific mobile app users
- install with a developer once, survey forever without developers' assistance
- create a user-friendly design with customized colors
- capture negative reviews before they appear in app stores
๐ Cons:
- might be seen as disruptive
Hint: Use mobile app surveys when the context of using the mobile app at the time of surveying is important. For example, when asking 'How helpful do you find this new button?'.
For more extended product feedback, use email and link surveys instead.
5. Chat surveys
There are a couple of ways to run chat surveys. If you're an Intercom user, you can run surveys directly in the Intercom Messenger.
If, on the other hand, you're using a different tool, you can share a link to the survey in the chat window.
Chat surveys are great for measuring customer satisfaction or researching your NPS (Net Promoter Score).
For example, here at Survicate we use chat surveys to encourage NPS feedback.
If the customer doesn't reply, we tend to send them the same survey by email.
Moreover, chat surveys help you get real-time customer feedback while talking with your customers. They are also more engaging, personal, and fun for people to take than traditional questionnaires.
Survey examples:NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey, Opinion Survey.
๐ Pros:
- feel more personal and fun
- get you real-time feedback
๐ Cons:
- Not all chat providers allow adding HTML to messages. If they don't, share a link to the survey instead.
How to Get Started Gathering Customer Feedback
To collect more customer feedback, follows these steps:
- Decide what is your goal in collecting customer feedback. For example, it can be improving your newsletter or measuring Net Promoter Score
- Choose the most suitable survey distribution method. For example, email and link surveys
- Create your survey from scratch or choose a survey template
- Launch your survey!
Survicate provides a lifetime-free plan which gives you:
- 100 free survey responses each month
- All survey distribution channels
- Unlimited users
- Unlimited surveys and questions in a survey
- 15 survey question types including NPS, CSAT, and CES/li>
- 14 native integrations including Intercom, HubSpot, and Slack
The biggest perk of using Survicate? You can accommodate all business goals and methods to collect customer feedback I mentioned in this blog post!
Alienware Support Forum
Start Collecting Customer Feedback. Free Plan Available.
Summary
With 5 survey distribution channels and free survey templates, it's easy to get customer feedback. Every organization should add collecting customer feedback to their to-do list.
Whether you're looking for improvements on your website, feature requests, or measuring customer satisfaction, surveys can help you gather accurate and honest feedback from your audience.
Here's a summary of the 5 methods to get customer feedback mentioned in this blog post:
Great customer service takes your business to the next level, and ensure your success. Your product and price can be amazing, but without making your customer feel valued, you can lose out on tons of repeat business and referrals. Especially in the digital age, if someone has a bad customer experience with your company, they will not hesitate to bad mouth you online (even if it is funny). Wouldn't you rather your customers rave about you to all their friends? More than half of consumers spend more money with brands they're loyal to, so keeping them happy, keeps them coming back.
Your customer service staff is the face of your company. Whether or not you train them correctly can truly make or break your business. Below we will show you some amazing examples of customer service so you can see what it looks like when it's done right. No matter what industry you're in, you are still in the business of customer service.
Example 1: The JetBlue Chief People Officer
JetBlue is often commended for solving problems quickly via Twitterโa genius customer service vehicle, by the wayโbut the airline's legendary People Officer is even more impressive. There was one incident where JetBlue was testing out a new system and asked passengers show up two hours too early to their flight. To help alleviate passengers' grievances, the Chief People Officer was on the flight and held rounds of trivia to give away about a dozen free plane tickets to the airline's participating cities. The stunt received tons of publicity, and in a time when some airlines are getting a lot of flack, JetBlue is just rising above the rest simply by thinking about their customers.
Example 2: Google Express Fixes Shipping Issue
This is a personal example. I recently ordered a couple of vinyl records from the new Google Express, which has partnered with Walmart to be a rival to Amazon Prime with two-day shipping. After receiving shipping tracking information, I patiently waited for my records to arrive. As promised, a package arrived in a few daysโbut there was only one record in it. When checking my emails to see the issue, I realized it the second vinyl was in fact supposed to be in the same package.
I looked for a solution to my email from Google Express. There, in plain sight, was a 'Contact Us' option. I clicked it, and I was taken to a live chat window. I expressed my issue to the customer service rep I was chatting with, provided my order number, and that was it. The rep realized my vinyl was stuck at FedEx location, and he/she fixed the issueโthe package arrived just a day or two later.
Not only was the experience seamless and painless, but, for my troubles (without me even asking), the rep provided me with a discount code for my next order. The email with the 15% off code said, 'Sorry to hear about your recent bumpy experience with Google Express,' which was incredibly refreshing. They admitted they made a mistake and sweetened the deal to make the hassle worth it. A 'bravo' moment in my book, this tactic is simple enough for any company (no matter how small) to keep customers happy and coming back.
Example 3: The CVS Good Samaritan Vans
You might not think of CVS, the drug store chain when you see a stranded motorist on the side of the highway, but after reading this example, maybe you will. One woman tells Consumerist that she got a flat tire on a busy highway in Washington D.C. She called her husband, but he was going to be a while until he could get there. Then, within minutes, a CVS Good Samaritan Van pulled up.
She said to Consumerist: 'The gentleman, Ernie, introduced himself and got right down to business to put on my spare. He even apologized for being tied up with another driver farther back. He told me I could call my husband and tell him not to worry. Five minutes later, my tire was fixed and I was on my way. CVS only asks that you fill out a postage-paid comment card. Because of this service, I will definitely be shopping at CVS more often. Thanks to CVS and to Ernie, who helped me out of a jam on Southbound 395.'
Who knew Samaritan vans were even a thing? CVS gets major points for this strategy because they are reaching people who may not even shop at CVS. Their cause is rooted in genuine caring for others, which is a big draw for people. People want to shop somewhere they feel valued and cared about.
Example 4: Warby Parker's Train Mystery
Though this example may be a little tougher to replicate on an everyday basis, it's a great example of how far some companies go to ensure their customers are completely enamored with them. Warby Parker, a disruptor in the eyewear industry, has revolutionized the eyewear buying industry by allowing customers to try on their glasses before buying them.
Perhaps their most famous customer service story comes from a man who left his beloved Warby Parker readers on the train. Luckily for him, he was unknowingly sitting near Warby Parker's General Counsel, Anjali Kumar. Here's what the man posted on Facebook about his experience (notice how many consumers take to social media to share their good/bad experiences with a company!).
Such a heartwarming story is incredible PR for the brand, but their entire model reflects that same type of customer service. By allowing customers to try-on five pairs of glasses at a time at home without paying a dime is a very generous feature that puts the customer first. Everyone knows buying glasses online could be difficult, so Warby Parker helps you find the perfect fit. There are multiple resources on the website as well to help you find the eyewear shape best suited for you. This customer feedback example is just a testament to the entire culture at the startup-turned-industry-leader.
Source: Forbes
Example #5: Trader Joe's Saves Christmas
For our final example of exceptional customer service, we turn our attention to grocery store chain Trader Joe's. The following story was shared on Reddit:
Not only is this story totally 'aww'-inducing, but it just goes to show that, sometimes, you have to break the rules. Even for a corporate company, the store decided to take matters into its own hands for the sake of one customer. The fact that Trader Joe's delivered the food and paid for it despite never doing either of those things regularly is what makes this act of kindness so remarkable.
And, per usual, we see that the experience was shared online, on Reddit, where 3,102 people 'up-voted' it. Good news travels fastโyour wonderful customer service, even if just towards one person, does not go unnoticed.
Conclusion
If these examples made you say 'wow,' then you can see just how impactful great customer service can be. Just imagine if one of these stories was about your company! There are so many creative ways to create an outstanding customer experience, and these five examples are prime starting points for you to think on. Keep your customers happy, and you'll have business coming in for a very long time.