Why Use Feedback Channels?

There are numerous reasons to make use of feedback: market / field research, customer experience management, lead generation, user / customer support, permission marketing, user / customer satisfaction measurement etc. and the list could go on and on. If we don’t want to get lost in feedback, we need to organize them. That’s why it’s crucial to create feedback channels and use them effectively.

What Is a Channel?

Channels are the paths that transmit feedback directly to you. They enable you to monitor feedback flows very easily. Think of a letter as a feedback, and the receiver as a respondent. The channels are like the mailboxes in a building. It would be chaotic if all letters would be sent in one box, because no one would receive their letters properly. Feedback channels such as kiosk, link, email and web widget simplify the feedback collection process.

What Are the Advantages of Collecting Feedback with Channels?

  1. Reporting: What you do with feedback is important as much as collecting them from customers / users. In order to take action in response to feedback, first you need to make sense of the data you receive. You can compare the data, follow trends and get target oriented reports if you collect feedback through channels. Pisano will deliver daily, weekly and monthly digests and therefore you can gain insight according to feedback type.
  2. Continuity: You can have continuous feedback through channels. You may wonder what “continuous feedback” is about. Let us explain with an analogy: In team sports, coaches don’t wait until the game or season is over to give feedback to the players. They give continuous feedback before, during and after the game. Sometimes they give it to one player and sometime they give it to the whole team. They track what is working and what is not and they take action accordingly. You can associate this model when you think of continuous feedback: Change the flow, look how it goes, learn, change it again.
  3. Different channels supporting each other: You can move between different channels so you don’t have to stick with only one feedback collection method. You can combine different channels and make your feedback collection process very effective. For example; if you’d like to get offline and online feedback at the same time, you can use kiosk channel in your offline store and email channel in your website. Or you can use web widget channel to give realtime support to your users and you can use email channel in order to collect information on your website’s contact page. In this way, you can use more than one channel at the same time and satisfy different needs.

Why Does Pisano Have Channel-Based Pricing?

You need data from different channels in order to have a wider picture about the feedback you get. Different channels offer different reports and therefore you can have a chance to make comparison among them. Other alternatives that offer feedback collection solutions do form-based or user-based pricing. In contrast, Pisano has channel-based pricing. There are various advantages of having this type of pricing:

Go ahead and unleash the power of feedback without getting lost in the details. You can have a look at Pisano’s pricing options. Keep in mind that the first feedback channel is free for you to try.

Have comments? Drop us a line @Pisano_EN on Twitter.

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