If you’re a business that intends to impress their customers, Saajal is your way to go. Let’s see why.

Importance of feedback for consumer-based businesses

Customer satisfaction is the most important tool for any consumer-facing business. Your product or service can thrive only as long as it is appealing to your customers.

Actively taking consumer feedback and rectifying mistakes early on will ensure low losses and high returns on investment.

Making clients feel that they’re opinions are valued by you will also help you build stronger relations with them. In fact, this is the most effective way for your brand to get valuable ambassadors.

How feedback is taken traditionally

Platforms like Google Reviews or Yelp are commonly used to get feedback from customers. Everyone checks these reviews and they’re actually helpful in testimonials. They usually have a rating option on a 5-point scale and a short review.

Understandably, when you do not know anything about two companies, you are going to consider connecting with the one with more positive online reviews. 84% of prospective customers consider online reviews as trustworthy as a personal recommendation.

But not every review can be genuine. It is very easy for someone with ill intentions to shame your business on these platforms. Sometimes, a problem faced by a particular customer may be entirely their fault, but in the review, they may portray it like it was yours. This may cost you dearly, for even one bad review is enough to drive away potential customers.

It is also a loss to customers who read these reviews, as they might eventually settle for a business that is actually less efficient than you are, because you had a couple fake reviews.

Are there less-harmful ways of taking feedback, then?

Of course, there are. You can always ask your customers to call you directly for any concerns. This way, you can solve their issues before they develop a negative impression and share it with other people. Around 13% of all unhappy customers share their experience with at least 15 people.

However, sometimes they might not be comfortable telling it to you directly. One out of 25 people only will directly complain. And those who don’t complain at all will simply stop doing business with you, and this is no good either.

You can choose to take a survey, but several respondents decide against participating because they fear misuse of their personal information.

Perhaps if there was a way to share their concerns anonymously, most of them might be inclined to do it. With no fear of their inboxes being spammed, we could have higher response rates.

Private feedback is the best feedback

Businesses are usually the last to know when they are criticized in public. If you’re a restaurant, your customers may complain to their friends and colleagues and post criticism on review sites or social media about a bad dining experience. The domino effect caused by this type of feedback can cause serious damage to your reputation.

What if you had got a chance to speak with the customer while they were in the restaurant, heard their problem and made necessary amends? Would they have been so harsh with public reviews then? Most likely not, isn’t it? This is what Saajal gives you the opportunity to do.

Saajal provides a platform for customers to give you anonymous feedback, round the clock. No matter what kind of business you are, your customers can raise their issues right away, so you can address them before they cause any repercussions. With the cloak of anonymity, there will be no hesitation from your client either.

Even if you cannot satisfy all of you unhappy customers, being able to prevent even a fraction of them from hating on you on a public website will make a big change.

How Saajal makes private feedback easy

Reach
You can post your Saajal link on your Google Business page or website and even share it on social media.

Customers can reach your profile with a click or tap on these links, or with the help of your mobile number and directly send you feedback. They do not have to add any personal information or even log in, which makes their participation more likely.

On signup, we will provide a QR code/flyer. You can even place a QR code of your profile at your office, such as the reception or waiting lounge. When customers visit, they can simply scan the code on their phones and give you feedback.

Privacy and Security
Customers do not have to provide any of their details, which means that their identity is protected. The conversations had on the app are completely secure as SSL is used for end-to-end encryption on Saajal.

This is extremely crucial with sensitive issues, as serious customer complaints landing in the wrong hands could make newspaper headlines that cause irreparable damage to your brand.

Chat
There is a reply feature using which you can inform customers how their concerns were addressed. You could also use this feature to ask them further details about the problem they are facing, or clarify any misunderstandings.

Most organizations find anonymous feedback pointless because of feedback that is not easy to understand or lacks clarity. Saajal solves this problem.

AI Moderation
A major problem with anonymous feedback is receiving spam content. Reviews that are not genuine, contain abusive language or consist of promotional content will be automatically filtered out by Saajal’s moderator software.

This gives you the opportunity to focus solely on the issues that need your attention.

Entity extraction and Analysis
Saajal mines your reviews and extracts key points from them. This will give you a detailed analysis of each area of your business from the feedback that consumers give you.

Get started!

Start your journey with Saajal today to get authentic feedback from your customers and improve your business to its best potential.

Saajal is free for all businesses for the first six months. If you’re a small business with under 500 messages a month, you can use it free for a lifetime!