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Manoj Rana, FounderFace-to-face, video-based interactions with customers play a key role in measuring and monitoring customer experience. Timely response to negative feedback equips brands with an opportunity to build loyalty, strengthen customer rapport, and foster empathy. At the same time, each customer interaction including survey collection provides an opportunity to express brand identity. However, collecting this information from customers was challenging even before the pandemic drastically reduced face-to-face interaction. Brands are noticing declining audience participation and are seeking new ways to connect, converse, and collect data. This is where Qwary a complete experience management platform moves the needle.
With simple, friendly, and engaging surveys, Qwary enables organizations to have an unbiased conversation with their customers and employees and make data-driven decisions. What makes Qwary stand out is their engaging survey data collection method: video feedback. Qwary Founder Manoj Rana says, “One of the key problems we are trying to solve with new technologies is, how can we improve customer participation in brand building?”
Qwary’s video feedback collection format, which grew in popularity during the pandemic, encourages personal asynchronous interactions between staff and customers with pre-recorded, unskippable video question prompts. Customer responses are then coded and analyzed by an AI/NLP engine and displayed on the platform’s dashboard.
In addition to collecting survey responses through video feedback, Qwary can help companies build custom, targeted surveys. They can deploy these target surveys at strategic intervals throughout the customer journey, making sure not to miss any opportunity to hear from the customer. Whether the survey is conducted via email, SMS, the website, or social media, Qwary aggregates all survey data, providing unmatched visibility into customer sentiment and channel performance across the organization. Qwary enables brands to quantify and distinguish between products and services that have the biggest impact on customers, allowing them to refine and adjust their customer experience.
Using survey data to identify these key drivers lets brands isolate the elements with the largest influence on the customer journey, ensuring that the resources they invest have the biggest return. Rana says, “We tell clients which pain points are impacting their product. We give them enough information to create an action plan.”
Through their innovative survey collection methods, Qwary helps brands reduce churn, increase loyalty, improve financials, and close the feedback loop. Qwary makes it easy to act instantaneously on customer feedback with support for end-to-end integration with numerous platforms, including Salesforce, Zendesk, and HubSpot.
Qwary also enables clients to monitor crucial metrics, such as Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS). By employing higher-level tools, such as automated tagging and advanced sentiment analysis, Qwary digs deep into even the most nuanced consumer emotions.
Brands of all sizes worldwide use Qwary to track, analyze, and intervene in their customers’ journeys. Qwary empowers clients in major industries, such as healthcare, education, hospitality, and retail, with the data they need to improve their customer and guest experiences. With Qwary, companies can unlock the insights they need to perfect the customer experience while identifying areas for improvement and making plans for long-term growth.
We tell clients which pain points are impacting their product. We give them enough information to create an action plan
While maintaining their CXM/brand experience focus, Qwary continues to grow and evolve. The company is developing new features which will reveal the relationship between customer experience details and financial results. In the meantime, Qwary aims to ensure that missed opportunities to connect with customers can be easily completed on another channel.
Qwary’s New Website Surveys, Prototype Testing, and Game-Changing Session Recordings Offer Better User Insights
Monday, November 06, 2023
Qwary is excited to announce the release of four incredible new features: In-Product Surveys, Prototype Testing, Session Recording, and Heatmaps. These game-changing additions are designed to elevate your customer’s experiences, eliminate bugs, and improve your product by gaining direct insights from your customers.
In-product surveys are a seamless and effortless way for customers to share their feedback. Get real-time insights on satisfaction, feature usability, and pain points directly within the product interface. Instead of implementing user-targeting survey tools via text or email, integrate survey tools directly into your customer’s user experiences.
These surveys are easily embedded into your app or software, allowing you to collect feedback as users interact with your product. Customers won’t need to navigate away from the product to provide feedback. You will experience higher completion rates as customers are more likely to complete a survey while using a product rather than return to a survey days after.
By leveraging in-product testing, you tailor your product development to your customers’ needs. Integrated surveys provide more accurate data as users will be your target audience. The feedback will be specific to your business goals, elevating your SaaS offerings to new heights. More than improving your product, feedback from these surveys can let you know what your customers prioritize and which features are important to them. They may also uncover bugs or issues early in the product’s launch that your product teams missed! This can help you deliver more reliable products in the future.
Prototype Testing: Maximize Product Success
Combine in-product surveys with prototype testing to improve your product early on its development cycle. You’ll get valuable feedback in the early stages so you can deliver products that not only align with your customer’s needs but ensure their satisfaction and loyalty.
Prototype testing is a collaborative way to bring your products to market. By listening to your target audience early on, your product teams can eliminate features that don’t resonate with customers. Getting input from your customers can be a great way to refine your products, too. Your teams also have the opportunity to see your products tested in real-world scenarios. This can help point out areas that need improvement. Carry out your prototype testing across a variety of devices as well so that customers get a seamless experience, whether it’s on a desktop computer, a tablet, or a mobile phone.
It’s a game-changer for businesses for various reasons. You can minimize your development costs by identifying bugs early on and boosting customer satisfaction by providing a product that meets your target audience’s needs. And by integrating feedback, you’ll deliver a high-quality product.
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Session Recording: Illuminate the Customer Journey
Get more in-depth visibility into your customer’s interactions and behaviors when they use your product. Session recording lets you record and playback your customer’s interactions as they use your software or apps. This can offer a wealth of information when your product teams make improvements or decisions on your company’s products.
One of the key advantages of recording sessions is seeing how customers interact with your products. The survey tool offers a comprehensive view of how your target audience behaves: what buttons they push, what features they ignore, and their preferences.
Session recording lets you categorize your customers into user groups to refine your product further. Playbacks also allow you to hone in on any errors or usability issues customers face. You can replay recorded sessions to address the problem areas and implement immediate solutions.
These sessions provide opportunities to experiment with A/B testing as well. By having session recordings of a control group and a test group, this SaaS tool can help you optimize your products like never before.
In the event of a security breach, these recordings can help with investigations and audits. They can also serve as an accurate historical record.
Heatmaps: Refine Your Product
Like session recordings, heatmaps offer visual roadmaps of how customers interact with your products. These visual surveys are unique because you can see what customers overlook and what they gravitate toward while using your product. This visual data can then be used when making decisions to add or eliminate features, for example.
Heatmaps also provide opportunities to experiment with new features and updates. You can visually see what customers click on, how they scroll, and what buttons they ignore. Need to identify where your “hotspots” are? Using a SaaS survey tool like Heatmaps gives you direct insight. Conversely, you’ll also get to see where your “coldspots” are and what features you could quickly eliminate.
To further refine your products, use heatmaps for “click tracking.” What are your users clicking on most, and why? You can glean essential behavior patterns, too. Do users read all the text, or are they skipping sections? What sections are they skipping? These patterns are important to identify as your team can then efficiently optimize products based on the behavior patterns of your test audience. These kinds of visual guides allow you to leverage customer feedback to drive organic, product-led growth.
Company
Qwary
Management
Manoj Rana, Founder
Description
With simple, friendly, and engaging surveys, Qwary enables organizations to have an unbiased conversation with their customers and employees and make data-driven decisions.
