Also referred to as feedback forums, community feedback is a type of customer feedback tool that is collected via your website or mobile app and published either in your community or on a public forum. Visitors are usually able to comment on feedback that has been published which often turn into discussions. They can also provide suggestions or notify you of problems they’re experiencing on your website. Thanks to their transparency and social effect, these tools have become quite popular. From one side these tools are forums and social networks bots – with all good and bad consequences of their use. From other side – there are tools that let business to track customers opinion from written form (forums, mails, sms, social networks) – as a part of voice of customers tools.
Type: Tools for integration with forums, social networks, etc. Ease of Use for customer: Medium Ease of administration: Complicate Customization, native language: Medium Advantages: Can be used for publish feedback results on forums or social networks and discussions among visitors Disadvantages: The functionality of the tool is limited by the rules of social networks and forums. Most relevant to actors: Business; Academia; Policy makers; Senior citizens Purpose: Discovering & Ideating; Design/prototyping; Assessment (examples); Networking