1. Identify Problems Customers Actually Experience

But a product can work fine when tested internally but cause issues with actual customers.

Feedback calls can reveal issues related to:

Our insight includes:

Product usability Product quality Packaging Instructions Features Size or design Delivery experience

This helps businesses prioritise improvements depending on customers’ experience.

2. Discover What Customers Like About the Product

Feedback isn’t just for finding issues with your business. Your customers can let you know what you’ve done well too!

For example, customers might repeatedly mention:

The key findings included:

Ease of use

Product design

Quality

Packaging

Specific features

Convenience

Value for money

This gives businesses an understanding of their greatest product differentiators to be used when developing future products, or informing marketing campaigns.

3. Find Missing Features and New Product Opportunities

Customers will frequently give you suggestions on how things could be improved which may provide inspiration for new product ideas.

During feedback calls, customers may say:

I really like this product but I would love if it also had…

Those suggestions can reveal opportunities for:

New features

Product variants Accessories Bundles Premium versions New product categories Instead of trying to guess what your customers might want to buy, you can get insights about potential demand from their conversations with other users.

4. Understand Why Customers Are Not Satisfied

Your low rating will show you what’s going on with your performance but won’t explain why anything went wrong. With our feedback call, your agent can ask you follow up questions and work their way through the underlying issues.

For example:

Customer: “I wasn't happy with the product.”

Agent: “Could you tell us what disappointed you?”

It’s important to ask the right questions in case the customer says they liked the product, but didn’t understand how to use it — for example “We really enjoyed your product, but the instructions are confusing.” Without this kind of dialogue you might think their complaint relates to product quality when, in fact, it doesn’t.

How cloudbrik Helps Businesses Collect Customer Feedback

At CloudBrik, we provide an efficient way for you to gather essential customer insights by offering professionally managed Customer Feedback Calls.

These are conducted by our trained agents who engage customers in a conversation that will give them insight into their experience while highlighting areas where improvements could be made.

Our capabilities include:

We have 40 years experience delivering calls for businesses across all sectors. Whether you want Customer Feedback, Customer Satisfaction Surveys, Post Purchase, Product Experience, Customer Support, Complaint Identification, Customer Retention Support, Feedback Reporting – our team will be an extension to your business. We know how important it is to capture feedback from customers in a professional manner. So what’s different? With Inbound & Outbound Calling we can take care of all aspects of capturing customer feedback, whether that’s via phone call or online form. Our team is fully trained on your product offering and ensures that every conversation with your customer is handled appropriately and feedback recorded accordingly. This allows us to build up detailed profiles around each individual client and provide reports based upon this data which you then use to improve their experience of your brand.

We’re turning those customer voices into better business decisions for you.

Conclusion: Your Customers Can Help Build Your Next Best Product

Don’t guess at what customers want. Ask them!

A customer feedback call is an awesome way for businesses to have meaningful conversations with their customers. And these conversations are revealing. They shed light on problems, illuminate strengths, uncover new opportunities and empower businesses to make better decisions about their products.

The most successful brands know how to listen…

When customer feedback is incorporated into your product development process, you have an infinite number of opportunities to improve on what’s already there.

Ready to Turn Customer Feedback Into Product Improvements?

CloudBrik helps D2C and e-commerce businesses collect structured customer feedback through professional feedback call services.

Connect with CloudBrik today to discover how customer feedback can help you improve your products, strengthen customer relationships, and build a better customer experience.

CloudBrik – The Voice Of Brands