Category: Customer Feedback
Mobile app development is a tricky process. It is costly and time-consuming and requires proper planning, testing, and marketing strategies. Hours poured in the development and testing of an app are always going to be insufficient, and at early stages, updates and fixes are going to be rolled frequently. Even the most extensive testing will often not account for the end users older device, compatibility with other systems and permissions, or just plain system errors. And when that negative feedback from users will eventually reach you, it will do so in the most natural way for the user, but the...
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Category: Best Practices
How to outsmart the competition with campaigns in Drip? The results of the annual study conducted by Evergage in 2017 prove: “96% of the respondents believe that personalization helps advance customer relationships and that their prospects and customers expect a personalized experience (88%). Yet, only 45% agree that marketers are getting personalization right”. The old way of thinking seems to be the main reason for such a dissonance. That is the reason why it is crucial to apply personalization to the automated processes.
Isn’t personalization a total opposite of automation? You ask. Not necessarily. Actually, those two are sometimes called “The...
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Category: Best Practices
SaaS businesses are now more popular than ever - and it does not look as if this should change for a long time, as this market is expected to reach $76 billion by 2020. What accompanies this trend is the growing popularity of Customer Success processes, as the majority of companies plan to expand their Customer Success Teams (and not only within the SaaS world).
They seem to be a link between those two, and if it looks like it, it’s better to go with the flow and join the merry band of the businesses that already benefit from CS.
The...
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Category: Questions
Website surveys are a popular method of collecting feedback that allows you to ask your visitors questions and collect their feedback. The key to a successful survey is asking the right questions in the right moment - then visitors are more likely to participate and share their thoughts. If you don’t know what question to ask, take a look at this list of 20 website survey questions which are the most popular with Survicate users.
What was your first impression when you entered the website?
The first impression matters. A website of a bank should be trustworthy. A website of a fashion...
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Category: Website Feedback
Website exit survey is a survey that appears when a visitors is about to leave the website. Here’s an example of such survey. There are 2 basic ways of detecting exit intent - when a person moves the cursor above a certain line (for Survicate, it’s 20px below the top of the page) or based on mouse movements - when a person moves the mouse quickly to the top of the page they are usually about to exit. They are not 100% reliable but they work well enough not to disturb visitors and trigger surveys when people are really about...
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Category: Case study
Mexican MVNO
50+ employees
Survicate customer since:
November 2017
Survicate features used:
E-mail surveys
Intercom Integration
See all Survicate features
weex is a digital service hub offering an MVNO service as well as a digital wallet. The company was founded in 2014 as part of the Coca-Cola Founders startup investment program. weex’s mission is to empower Mexican youth through services that traditional companies don’t typically offer. weex’s MVNO offering focuses on the “unbundling” and allows users to buy data-packages for a specific app (Facebook, Instagram, Spotify etc.).
“Starting December 2017, we launched the BETA version of our second product, a digital wallet. We wanted to enable the...
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Category: Questions
With the possibility of running surveys within your mobile application, you can take your product or its development process to a new level, building on a stable foundation of user insights. As a smart product manager or developer, you should cherish a chance to delve deep into the user feedback. But what should you ask for? Here are some of the questions you can use, as well as benefits you can gain from running mobile app surveys.
Let users participate in your app's growth
In the early days of your app’s life, a series of well-targeted mobile surveys asking users questions...
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Category: Case study
SAAS with
30+ employees
Survicate customer since:
October 2017
Survicate features used:
Intercom Integration
Email surveys
See all Survicate features
With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company's rapid growth.
Logojoy is an online logo maker created in response to the time-consuming process entrepreneurs go through when creating a logo. This cutting-edge solution cuts the time and costs needed to get the perfect design by using AI to generate custom logos.
Michael Irvine, Head of Marketing, turned to Survicate when they encountered a friction point in their customer journey. “Survicate helped us identify why...
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Category: Best Practices
Customer Service 101: Why Are Surveys Important?
Customer feedback is the lifeblood of any business. In a world where 88% of customers put equal weight on online recommendations and word of mouth, it’s worth investing in good customer service and making sure that your online reputation is stellar.
One of the most effective ways to manage your online reputation is by understanding what customers feel right after they interact with your product. There are many ways to gauge customer experience. You can do this by asking your customers directly through text, emailing them a survey, or implementing an exit survey on...
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Category: Best Practices
A Survey Response Rate, according to the best definition, is the number of people who answered a survey, divided by the number of people in the sample, that is those who were subjected to the survey. In business, the amount of people you can get to take your survey are your survey response rate and the amount you make feedback off.
If you are looking to increase the survey response rate of your surveys, chances are you have already reached that frustrating moment when you realize most research on the matter is sketchy and sources usually list the same solutions without...
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Category: Case study
30+ employees
Survicate customer since:
January 2018
Survicate features used:
Intercom Integration
NPS® email surveys
See all Survicate features
With over 530 000 users worldwide and is featured in the top 3 of fastest growing Slack apps of 2018, Droplr still manages to listen carefully to their users. Using Survicate Intercom integration Droplr collects valuable user feedback and puts the business on a new trajectory.
Droplr is a native desktop app enhances productivity and enables users to solve complicated issues quicker and easier. The app allows creating and sharing a print screen, gif, a large file or even a screencast to simplify communication inside and...
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Category: Case study
10000+ employees
Survicate customer since:
November 2016
Survicate features used:
Email surveys
Targeted Website Survey
See all Survicate features
Castorama - a European home improvement chain uses surveys to ensure equally high customer satisfaction across all sales channels. To maintain and constantly improve their customers satisfaction, Castorama decided to collect feedback with Survicate website and email surveys.
Castorama is a home improvement store chain offering everything from building materials, furnishings to power tools. The brand is a part of the international Kingfisher group with total annual turnover of over 10 billion British Pounds. In Poland, the Castorama brand is present since 1994, and as of 2017,...
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Category: Case study
100+ employees
Survicate customer since:
August 2016
Survicate features used:
Net Promoter Score
Targeted Website Survey
See all Survicate features
Morizon creates first real estate One Stop Shop to address consumers’ needs. Survicate surveys are used to verify the new line of action and to implement mortgage leads generation process.
6
billion USD
total value of Polish real estate market
72
thousand new apartments
were sold in Poland in 2017
Polish real estate market is thriving. More than 72 thousand new apartments were sold in 2017. The government programs and good economy work in favor of the buyers, causing 17% sales increase compared to the previous year. It made 2017 the most...
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Category: Other
Among many other branded communities that are available, HubSpot User Groups are a true phenomenon. While this type of communities started over a hundred years ago, their boom was in the 1980s and 1990s. A new era came with the Internet, but still, most of the communities failed. They were used mainly as customer support groups or marketing campaigns and sales tools. As a result, they lacked soul, and they lacked people.
That is where the HubSpot User Groups (aka HUGs) came in. They are a shining example of a B2B community that actually works. This gives solid grounds to...
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Category: Case study
51-200 employees
Survicate customer since:
June 2015
Survicate features used:
Targeted Website Survey
See all Survicate features
According to the study published by Forbes, 47% consumers say they don’t believe executives understand their needs. More than one third (41%) think that companies don’t listen to their suggestions or complaints. On the other side of the barricade, over 38% of executives feel disconnected from the actual consumers’ needs, as the Harvard Business Review reports.
It accumulates to the fact that customers’ needs are considered at the very end, far behind other strategic factors in businesses development, such as competitiveness, product development or distribution.
No one knows everything, but...
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Category: Best Practices
It is a truth universally acknowledged that a happy online business means a happy customer. Customer feedback is key for subscription businesses. Not only it determines whether the customers will be willing to pay for their services, but also because it is in people's nature to recommend others services or products they are satisfied with and be even more vocal if they are unhappy with them. That is the best marketing you can get. To make sure of it is the purpose of the existence of Customer Success.
The goal of measuring the customer satisfaction is to provide them with the best...
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