After a much needed update, the new Feedbackly website has launched! It includes a new aesthetic, easier signup, and easier to understand features and product information. As always, we are continuously improving and will be reading all feedback collected through our Feedbackly survey integration.
The most important thing to Feedbackly is customer experience – that much should be obvious. Being primarily a software company, we recognize that our website is the most important customer touchpoint. This is where people are directed to from our advertisements, and it’s also the primary point of sales for us in terms of signups and inbound sales opportunities. That’s why it is critical for us to have an informative and easy to understand website.
The Problem
We use Feedbackly to collect customer feedback and to identify areas of improvement for our business. One issue that came up repeatedly was the styling of our website and the fact that our product/features/services were confusing to users. Without this customer feedback, we may have realized that there was a problem with our website, however the specifics as well as the priority level would remain unknown. This is a great example of how to empower your company by collecting customer feedback.
New Media
So we had already identified that our website needed work, which is a good place to start. So we did some further reading into what exactly needs to be improved. It turns out that there was plenty of information about the specific features of Feedbackly, but no big picture multimedia content to communicate our value proposition.
So we created a video titled “What is Feedbackly?”. This short video explains what we do in around 2 minutes with visual and audio cues. Instead of explaining it with text, why don’t you watch it below?
In addition to this explainer clip which is positioned as macro-level communication, we also created another video which covers a more micro-level topic – the topic of customer journey mapping. Feedbackly allows you to track customer satisfaction across all stages of your customer journey, empowering your employees to make confident decisions. This is quite the mouthful so we decided it was a topic best suited in video format: