What are the key factors that contribute to a good customer experience, in your opinion?

@darwin_binesh Thanks for the input. Youtube videos is a nice idea! I'm putting that on my todo list , thanks! :)

@evan_lewis That’s true! which in app survey do you think is more effective?

@lucas_oliveira10 In terms of survey type, there's no survey that's objectively more effective than others. It's always best to tailor surveys to the specific problem you're trying to solve. Truthfully, the effectiveness of a survey is determined by it's design, i.e. number of questions, what questions you ask, where you ask, and who you ask. If this is your first survey, start with a generic CSAT survey with 10-15 question (the fewer the better) to identify frictions, pain-points and what you're already doing well. Make sure to ask for open feedback alongside closed questions, as this will give you much needed context to any ratings, etc. Then take what you've learned and plan a series of smaller, more specific, surveys and trigger them according to the feedback you were given. E.g. Pricing Feedback can be collected on a pricing/ upgrade page. It's important to spread the frequency of these surveys out over time, asking too much in a short space of time can deter users from responding. Also, make sure you get in touch with respondents to let them know you're making changes based on their feedback (and then again once those changes have been made). This goes a long way in building relationships (and therefore improving CX) and will start creating advocates for your business. If you're asking for specific tools that would allow you to create in-app surveys, you'll be able to do this with Shout. Not only can you customise surveys to match your app design, we're also a privacy-first survey builder. No cookies, no IP addresses, and no tracking that isn't initiated by you as a user. We'll be launching our product on PH in the coming week. Apologies for the essay, I hope this has been helpful to you in some way!

@anoirhoumou Yeah , looks like feedback is key , that's good to get insights from customers, but also it's a way to keep them feeling they are beeing listen to right ?

@sergey_kornilov1 thanks for sharing! Loved the comment, I appreciate your suggestion about providing access to training materials and documentation, as well as a supportive community of customers. These resources can be incredibly helpful for customers who may need additional guidance or support, and can help build a sense of connection and engagement with the company. Thank you again for your insights and for taking the time to share your thoughts.

@mjain_mayank thanks for the insights. getting a proactive support probably would need some automation, what do you think and or recomend ?

@lucas_oliveira10 absolutely. There are a lot of tools that are available (Intercom/Zoho/User.com etc). Also, creating extensive help libraries/videos based on user queries helps.