Feedback

ForeSee^® Feedback is a self-service solution allowing organizations to gather immediate feedback on a customer’s digital channel experience and quickly route it to the appropriate customer experience team.

Available in these channels:

• Web
• Mobile (site only)

Why Use It?

Companies that gather feedback gain valuable and actionable input that improves both their customers’ experiences and the financial health of the company by driving higher conversion rates and reducing costs.

ForeSee’s new solution revolutionizes how marketers gather and analyze feedback. Practitioners can build surveys and implement digitally without IT involvement. Marketers and analysts can use our in-page analytics to gain insights without having to leave their own website.

The Topics feature of Feedback allows you to present a dynamic survey focused on areas you feel are important. For example, a Color topic may consist of questions about the appeal and quantity of product colors, along with suggestions for new colors. Another topic may be Technical Issues with a comment box for respondents to inform you of problems they may be experiencing with the web page.

You may also control where each topic displays on the web site by using the URL Targeting feature of the Collection Methods page. For example, if you have a product line where the Color topic does not apply, clear the Show Sitewide check box and list the URLs of the pages you want the Color topic to display on.

Target Audience

Role	Relevant Concerns
Marketing Teams	Brand reputation Message clarity Campaign effectiveness / drive sales
CX Teams CI/Analyst Teams	Ongoing pulse / monitoring Effects of multichannel experiences on overall impression Get funding
Channel or Category Marketing Manager	Impressions with certain product pages Barriers to selling products Having persuasive / relevant content
Usability Teams	Broken with site(s) / page(s) What did we learn in the past before launching a new site? Input on new pages, sections of site
Customer Service Teams	Service recovery Effects of other operations spilling over to them

Actionable Insights

Role	How Does Feedback Benefit Them?
Marketing Teams	Star-ratings - reputation proxy Create questions to ask about marketing messages Overlay feedback with other campaign evaluation / KPIs
CX Teams CI/Analyst Teams	Topical ratings - (+) / (-) attitude indicators - risks Quickly isolate where annoyances originate Having strategic impacts + sizing up tactical issues = building stronger business case
Channel or Category Marketing Manager	Focus only on their areas of responsibility Know if site / pages worked well (overall and during campaign periods) Understand if product content was helpful, clear
Usability Teams	Immediate knowledge of what's broken Draw from lessons-learned Understand real-time task-accomplishment issues
Customer Service Teams	Alerts directly route relevant feedback about Customer Service experiences (user as added input to CSRs) Know if web / mobile site issues drove unnecessarily high call volumes

Survey Statistics

Though we don’t have specific volumes around ForeSee^® Feedback respondents as a percentage of total site visitors, which is due to the fact we don’t have access to their web traffic numbers, within the feedback industry the percentage of feedback respondents is thought to be around .1% to .3% of total site visitors.

Deployment Options

Standard/Best Practice

• ForeSee® Cloud Deployment is required.
• Provides a customizable badge to launch the survey. Customizations include color, positioning, label text, and hover animation.
• Provides a JavaScript function that the client can link to any badge/button/URL on their website as a replacement to the provided badge. Clients provide the customization to the badge/button/URL.
• Can be paired with ForeSee^® Replay, which allows clients to view respondents' experience and analyze reported issues.