برچسب: approach

  • Why an omnichannel approach to customer feedback is critical for tech companies

    Why an omnichannel approach to customer feedback is critical for tech companies


    For tech companies, customer feedback is an always-on faucet—flowing through surveys, reviews, in-product interactions, and website engagement. The problem? This feedback is often scattered across different channels, making it hard to piece together a cohesive picture of what customers really think and feel. 

    The key to overcoming these challenges? An omnichannel feedback strategy that consolidates all customer touchpoints into one comprehensive view, allowing teams to make informed, data-driven decisions that truly reflect customer needs and sentiments. 

    Here are three reasons why an omnichannel approach is the right one for software and technology companies: 

    This post references our latest e-guide, “The Software Industry’s Guide to Collecting Customer Feedback. You can read the full (and free) e-guide, here! 

    1. See a complete view of the customer journey 

    In the software and tech industry, customers don’t interact with your company in a straight line. They might begin with an online search, move to reading app reviews, engage with your product through an in-app feature, and finalize their decision through a support chat or social media conversation.  

    Omnichannel feedback allows tech companies to capture insights from every interaction, creating a 360-degree view of the customer journey. In fact, 73% of customers use multiple channels throughout their entire purchasing journey, and that’s something software companies can’t afford to ignore. 

    A robust understanding of customer experience enables tech companies to identify friction points, understand user preferences, and deliver highly personalized experiences at every stage of their customer journey.  

    2. Resolve customer issues faster 

    Omnichannel feedback isn’t just about gathering insights; it’s about responding to them quickly. Rather than waiting for formal complaints to come in, tech companies can use real-time feedback from social media, app reviews, NPS responses, and other sources to spot issues as they arise. This allows them to identify pain points in the user experience before they escalate into bigger problems. 

    By addressing issues proactively, software companies can prevent negative customer experiences from damaging their reputation, ensuring customer satisfaction stays high. Fast issue resolution also strengthens your brand’s image as a responsive, customer-centric company. 

    3. Find insights that empower CX improvements  

    Today’s customers expect to feel heard, no matter where or how they choose to interact with your brand. Whether they’re submitting feedback via a support chat, posting about their experience on social media, or engaging with your app, it’s essential to collect feedback from all those touchpoints to gain a broader, more nuanced view of their needs. 

    For example, a software company that receives consistent in-app feedback about a specific feature, such as navigation issues within their mobile app, can act swiftly to improve it. Let’s say users report difficulty accessing certain functions like settings or support. By collecting detailed feedback through surveys or targeted prompts, as well as examining usage data, product teams can directly address these issues in the next update. 

    Acting on feedback in a timely manner shows customers that their opinions are valued and leads to increased trust, loyalty, and retention. Over time, this proactive approach translates to better customer experiences and a higher lifetime value. 

    Continue reading  

    Don’t let limited insights hold you back. Unlock the full potential of customer feedback! Download our new e-guide, “The Software Industry’s Guide to Collecting Customer Feedback”.  

    In this guide we: 

    • Dive into the challenges of managing feedback across multiple channels and how an omnichannel approach brings everything together. 
    • Showcase real-world examples of how tech companies are leveraging customer feedback to drive product innovation, boost retention, and optimize digital experiences. 
    • Highlight key features to look for in a customer feedback platform, including integration capabilities, ease of use, and real-time insights. 



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  • Grow your games business with a player-first approach

    Grow your games business with a player-first approach


    As an avid gamer, every year I look forward to spending time with developers at GDC to celebrate together and learn from their successes. We are all disappointed that this year’s conference was postponed, but we applaud the organizers for taking steps to protect our global community. 

    Although we won’t be gathering in person this year, the Google team is hosting the Google for Games Developer Summit, a free, digital-only experience where developers can watch the announcements and session content that was planned for GDC. We still wanted to share these updates with you because we think these new products will help developers succeed and are a direct response to feedback from our developer community. 

    As we study emerging gaming trends one of the most consistent things we’ve noticed over the years is that those who build a strong games business always put players first. That means deeply understanding players at every stage of their app journey. Today, we’re announcing new solutions that help you launch a game people love, improve it based on player insights, and earn more during the time that someone is engaged with your game. 

    Launch a game players love with scaled user testing

    Appealing to players at launch is essential to the success of your game. Based on recent Google internal data, more than half of installs come within the first 8 weeks of an app’s release. To make the most of this influx of users, leading developers like Big Fish Games test their apps in beta before releasing them publicly.  That’s why last year we introduced open testing in the Google Play Console to help you get early feedback from real users before your full release. 

    To get even more testers into your app, you’ll soon be able to promote Android games with open testing in Google Ads as well. By running open testing ads in App campaigns, you can drive early users to your app to test things like app stability, user retention, monetization, and effectiveness of ad creatives—then use the learning to improve your results when you launch. 

    In one example, Chinese developer NetEase used open testing ads to reach more beta users that helped them optimize in-app purchase behavior based on open testing data.  For their new game, Dawn of Isles, Netease was able to double in-app purchases which ultimately led to higher lifetime value (LTV) at launch.



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