Capterra Glossary
Multichannel Feedback Management
Businesses receive feedback from many sources, including customer surveys, social media, and phone calls. A multichannel feedback management tool helps collate and analyze this feedback data, which may include customers' point-of-sale experiences, after-sale experiences, or product feedback. The use of multichannel feedback management ranges from SMS surveys that only require a single-digit input from the customer to phone call surveys and surveys at the end of order confirmation emails.
What Small and Midsize Businesses Need to Know About Multichannel Feedback Management
Continuous feedback is essential for SMBs to understand the impact and engagement of their products and services. Multichannel feedback management services empower SMBs to change and adapt their offerings based on their clients' or customers' needs.
Related Terms
- Customer Relationship Management (CRM)
- Go-to-Market (GTM) Strategy
- Customer Information File (CIF)
- Customer Experience
- Best-in-class
- RM (Relationship Manager)
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Customer Experience Management (CXM)
- Best-of-breed
- Business Development Representative (BDR)