Customers rarely take the time to review a brand unless there's something wrong. While assessing these complaints and (unsolicited) suggestions can be a tad off-putting, they're worth paying attention to. Some will help you get to the root of real problems—and then fix them—supercharging your business' reputation.
Reality check or not, offering customers a direct line to communicate with you can transformationally improve your services. And that's exactly what the team behind Delighted aims to make easier.
Delighted origins: The dawn of digital customer reviews
It was 2012. To Gen Z, it was a year in which dinosaurs presumably roamed the Earth.
Online interaction between customers and services was only just finding its feet. While users could vent their issues publicly, there wasn't a direct line between business owners and customers to converse.
This gave the future co-founders of Delighted an idea.
Businesses needed an opportunity to really get to the heart of what their customers think—and want. Because, let's face it—if you buy a pair of must-have denim jeans online that never get delivered, you NEED the store to know.
Getting a clear picture of the full customer experience through surveys meant asking many questions to cover all the bases. Yet survey fatigue was just as real then as it is now.
In light of these facts, Delighted developed a platform where businesses could whip up a single-question survey and send it out into the world in minutes. In turn, customers could complete the survey with just one click.
Did you know? If you've ever booked a quick getaway with Hotel Tonight, or checked out company reviews on Glassdoor, you may have been sent a one-question survey. This was probably created and sent via Delighted, which captures real-time feedback in minutes.
Delighted in action: Feedback that has an impact
Nowadays, Delighted is a well-established solution to gather actionable feedback from customers and measure their happiness. Customers from around the world are sent Delighted surveys (it translates into over 37 languages).
Feedback rolls into your dashboard in real-time, and you can segment responses by category or by popularity using the "trends" feature, which makes it easy to spot the most common grievances. Though you can also tell, at a glance, how your business is doing overall with your Net Promoter Score.
Fave feature: Delighted's testimonials widget publishes your favorite customer comments on your site. You can request publishing permission for the reviews you want to make public and configure the look and feel of the widget to match your brand (without extra design resources).
That's pretty handy, seeing as 90% of customers look to read reviews before making a purchase.
Acceleration through automation: Popular Delighted workflows
Delighted can help you streamline your customer reviews. But judging the happiness of your customers—determining what they like, deciphering what they don't, and divining what they might want in the future—is no easy feat.
That's why Zapier and Delighted have joined forces to help you get more done in less time with automation. Want to see how automation can lend a hand? Here are a few popular workflows to get you started:
New to Zapier? It's a tool that helps anyone connect apps and automate workflows—without any complicated code. Sign up for free to use this app, and many others, with Zapier.