For tech companies, customer feedback is an always-on faucet—flowing through surveys, reviews, in-product interactions, and website engagement. The problem? This feedback is often scattered across different channels, making it hard to piece together a cohesive picture of what customers really think and feel.
The key to overcoming these challenges? An omnichannel feedback strategy that consolidates all customer touchpoints into one comprehensive view, allowing teams to make informed, data-driven decisions that truly reflect customer needs and sentiments.
Here are three reasons why an omnichannel approach is the right one for software and technology companies:
This post references our latest e-guide, “The Software Industry’s Guide to Collecting Customer Feedback”. You can read the full (and free) e-guide, here!
1. See a complete view of the customer journey
In the software and tech industry, customers don’t interact with your company in a straight line. They might begin with an online search, move to reading app reviews, engage with your product through an in-app feature, and finalize their decision through a support chat or social media conversation.
Omnichannel feedback allows tech companies to capture insights from every interaction, creating a 360-degree view of the customer journey. In fact, 73% of customers use multiple channels throughout their entire purchasing journey, and that’s something software companies can’t afford to ignore.
A robust understanding of customer experience enables tech companies to identify friction points, understand user preferences, and deliver highly personalized experiences at every stage of their customer journey.
2. Resolve customer issues faster
Omnichannel feedback isn’t just about gathering insights; it’s about responding to them quickly. Rather than waiting for formal complaints to come in, tech companies can use real-time feedback from social media, app reviews, NPS responses, and other sources to spot issues as they arise. This allows them to identify pain points in the user experience before they escalate into bigger problems.
By addressing issues proactively, software companies can prevent negative customer experiences from damaging their reputation, ensuring customer satisfaction stays high. Fast issue resolution also strengthens your brand’s image as a responsive, customer-centric company.
3. Find insights that empower CX improvements
Today’s customers expect to feel heard, no matter where or how they choose to interact with your brand. Whether they’re submitting feedback via a support chat, posting about their experience on social media, or engaging with your app, it’s essential to collect feedback from all those touchpoints to gain a broader, more nuanced view of their needs.
For example, a software company that receives consistent in-app feedback about a specific feature, such as navigation issues within their mobile app, can act swiftly to improve it. Let’s say users report difficulty accessing certain functions like settings or support. By collecting detailed feedback through surveys or targeted prompts, as well as examining usage data, product teams can directly address these issues in the next update.
Acting on feedback in a timely manner shows customers that their opinions are valued and leads to increased trust, loyalty, and retention. Over time, this proactive approach translates to better customer experiences and a higher lifetime value.
Continue reading
Don’t let limited insights hold you back. Unlock the full potential of customer feedback! Download our new e-guide, “The Software Industry’s Guide to Collecting Customer Feedback”.
In this guide we:
- Dive into the challenges of managing feedback across multiple channels and how an omnichannel approach brings everything together.
- Showcase real-world examples of how tech companies are leveraging customer feedback to drive product innovation, boost retention, and optimize digital experiences.
- Highlight key features to look for in a customer feedback platform, including integration capabilities, ease of use, and real-time insights.
