Customer Support teams play a crucial role in gathering, managing, and resolving customer feedback efficiently. Userback streamlines this process by helping teams collect, understand, and act on feedback in real time, improving response times and customer satisfaction.
With Userback, you can accelerate your feedback management and resolve customer issues twice as fast! 👊
Below, you'll find best practices to make the most of Userback for customer support.
1. Customize Your Widget for Customer Support
Make it simple for customers to reach out with feedback or concerns. Customize the Userback widget with clear instructions and direct links to support resources.
Key Features
Custom Link: Userback’s Widget is extremely flexible, allowing to capture different types of feedback, plus include your own custom link. This is especially valuable for customer support, because you can seamlessly direct users to your help center or any resource that enhances their experience.
JavaScript SDK: You probably already have a support option on your site, but did you know you can use Userback’s JavaScript SDK to connect the Feedback Widget to any element? It’s quick to set up and enhances your users' feedback experience. For instance, by linking the widget to an existing "Help" button, you create a seamless way for users to provide feedback and access support.
Userback offers a Feedback and Support widget template designed for support teams. It streamlines user experience by combining feedback and support. 🚀
2. Automate Your Feedback Workflows
Automatically assign feedback and set due dates to ensure timely follow-ups based on the urgency and type of feedback received. This helps you prioritize urgent issues, whilst keeping your team on track so that customer issues can be resolved faster.
Key Features
Automatically Assign Feedback: Direct bugs, ideas, and general feedback to the right members in your team to minimize response times, improve efficiency, and ensure that your users receive timely solutions.
Automatically Set Due Dates: Ensure things like bug reports and other time-sensitive feedback are never missed by automatically applying a due date. This helps your team stay focused on resolving the most important issues for your customers.
3. Integrate with Your Support Tool
Centralize your feedback and support requests by integrating Userback with tools like Jira, Zendesk, or Intercom. This simplifies tracking and ensures all feedback is managed in one place.
Key Features
2-Way Smart Sync: It's common for support and development teams to be working in different tools. This is why Userback offers a smart 2-way sync with integrated tools like Jira and ClickUp. So when a developer resolves a task in Jira, the support agent can receive that notification in Userback and inform the customer that their issue has now been resolved.
Webhooks: Along with Userback's integrations, support teams also love webhooks because they provide a seamless way to automate workflows and ensure real-time updates. For example, with webhooks, things like new bug reports and status changes can instantly trigger actions in other tools, like creating a new task or updating a ticket in a help desk platform.
Need even more control over your support workflows? Check out Userback's REST API. It's a powerful way to ensure all of your support systems are kept up-to-date, so that your support agents can remain focused on what they do best - providing exceptional customer support! 💪
4. Utilize Screenshots and Session Replays
Empower your support team to resolve issues faster with visual context. Screenshots and session replays allow support agents to see exactly what users experienced, helping with quick diagnosis and resolution.
Key Features
Automatic Screenshots: Annotated screenshots are great for user-reported bugs because support agents can easily understand the issue. Sometimes though, users won't add a screenshot which can leave your support team in the dark. But that's ok, because Userback has you covered and you can easily customize your widget to automatically include a screenshot with every submission.
Session Replays: Session replays are invaluable for support teams because they provide a firsthand view of what users experienced leading up to an issue. By watching a session replay, support agents can see exactly where a user encountered difficulties, whether it’s a confusing UI element, an unexpected bug, or a broken link. This insight helps support teams understand the context of the user’s feedback without needing extensive back-and-forth communication.
To give support agents even more context when working on customer issues, we recommend tracking your users in Userback. 👨💻
5. Engage with Customers Through Follow-Ups
Closing the feedback loop by updating customers on progress shows your team’s commitment to resolving issues, building customer trust and satisfaction.
Key Features
Customer Autoresponders: Userback’s automation features allow you to automatically respond to customers in relation to their feedback. This feature is especially valuable for support teams, as it reduces the need for manual follow-up, allowing you to focus on resolving issues while keeping users in the loop.
Inbox Notifications: With Userback’s Inbox Notifications, your support agents can receive real-time alerts for new feedback and updates, allowing them to stay proactive in resolving issues. The ability to snooze notifications means they can also manage their time wisely and respond to feedback when it’s most suitable.
6. Ask for Feedback and Measure Customer Satisfaction
Collecting feedback through surveys like Customer Satisfaction (CSAT) scores can provide invaluable insights into your support team’s performance and customer experience.
Key Features
Customer Satisfaction (CSAT) Survey: Use Userback’s survey features to regularly gather CSAT scores, giving a quantifiable measure of customer satisfaction to help refine support processes.
In addition to triggering CSAT surveys in your app, you can also link to surveys in your customer emails. 📨
By following these best practices, customer support teams can transform how they handle feedback, enabling faster responses, more accurate resolutions, and ultimately a better customer experience. For further assistance, check out our support articles or reach out to our team!