A couple of weeks ago I posted a note about QuestBack's new add-on module for collecting feedback from an organization's facebook friends. As I have been learning more about the new QuestBack Social Insight product for facebook, I've become more impressed with its capabilities. In particular, QuestBack's ability to "layer" a closed loop process on top of facebook derived feedback.
Think about it, today you need to have people paying attention to your facebook page simply to respond to feedback. With the new QuestBack product you can ask people to give you feedback, then rely on QuestBack to automatically route that feedback to the correct people in your company. And, to provide the mechanism for actually "closing the loop" with facebook based feedback providers. In my mind a pretty cool new capability.
So how might this new facebook feedback mechanism be deployed? A couple of ideas immediately come to mind: Customer Support, Lead Generation and New Product Development. With QuestBack running on a facebook page, customer support requests can be taken and processed via a quick web survey. The loop can be quickly and easily closed when a support rep gets the QuestBack notification and replies by e-mail from within QuestBack. Same thing with leads. Your sales guys will love it. New product or service ideas can be collected and presented quickly and easily to product management people, who can then "close the loop" by entering into a QuestBack based dialogue with the facebook "friend" who provided the feedback.
Up until now, closing the loop on facebook based feedback was time consuming and expensive. QuestBack makes it just another part of your closed loop feedback process.
Think about it, today you need to have people paying attention to your facebook page simply to respond to feedback. With the new QuestBack product you can ask people to give you feedback, then rely on QuestBack to automatically route that feedback to the correct people in your company. And, to provide the mechanism for actually "closing the loop" with facebook based feedback providers. In my mind a pretty cool new capability.
So how might this new facebook feedback mechanism be deployed? A couple of ideas immediately come to mind: Customer Support, Lead Generation and New Product Development. With QuestBack running on a facebook page, customer support requests can be taken and processed via a quick web survey. The loop can be quickly and easily closed when a support rep gets the QuestBack notification and replies by e-mail from within QuestBack. Same thing with leads. Your sales guys will love it. New product or service ideas can be collected and presented quickly and easily to product management people, who can then "close the loop" by entering into a QuestBack based dialogue with the facebook "friend" who provided the feedback.
Up until now, closing the loop on facebook based feedback was time consuming and expensive. QuestBack makes it just another part of your closed loop feedback process.
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