To understand how to use customer feedback to address a customer complaint, you must first understand the full scope of the issue and its impact on your customers. For this reason, you'll need systems for collecting and organizing customer feedback. Your customer relationship management (CRM) platform can integrate with several tools you might use to glean insights on the customer experience, such as the satisfaction surveys you can use to find out what customers want. Some of these customer experience management platforms will also help you gauge your net promoter score (NPS), giving you a holistic understanding of customer satisfaction over the long term.
You can also use social media monitoring tools and the sentiment analysis capabilities they offer to pinpoint areas that can help you understand how to improve customer experience. This way, you can better understand how your brand is perceived and be more responsive to customer complaints. Artificial intelligence (AI), one of five contact center technology innovations you should be exploring, can similarly analyze patterns in customer calls and proactively flag issues for you to address.
Using these technologies, you may even be able to get out in front of emerging customer experience issues before they develop into customer pain points. If you want to go deeper still, customer journey maps can give you even more powerful insights into areas of friction in the customer experience, so you can create a satisfying customer experience for new and existing customers alike.