Since the beginning of Covid-19, our society has changed various routines to adapt to this pandemic. For many of us, we have changed the way we purchase goods and services, approach our healthcare, do our work, and provide education. Since each of us adapts to these big changes in different ways, capturing our feedback is vital to providing the best possible service and experience. We want our voices heard whether that is through being a customer, being a patient, or being an employee. Communication is key when our expectations and perceptions are changing so quickly.
Another way we are adapting to change is how we approach touching other objects. As mentioned, we all have different levels in which we adapt to this change. For a lot us, we have higher concerns on touching other objects during this pandemic in to protect our health and stay safe. Having a safe and Touchless way to communicate and provide feedback will increase the amount of feedback we give to organizations.
Touchless Feedback
As shared in a recent article in the Wall Street Journal, the pandemic has made individuals avoid touching items because of the health risk of Covid-19. The Google search for the term “touchless” has increased dramatically since the beginning of the pandemic. Along with other safety measures, businesses have responded by providing ways to do business in touchless ways. Capturing feedback in a touchless way has also moved to the top of the priority list. As a way to adapt to these changes, HappyOrNot®, a feedback solution provided by SmileyAnswers, allows quick and real-time feedback at the point of experience. As people’s perceptions and expectations change quickly with the severity of the pandemic, organizations need to be able to innovate and adapt alongside these changes to provide the best service to those they serve.
Touchless Feedback Solution Idea – The Smiley Touch
As personal expectations and perceptions change fast, it is vital that an organization be on top of these changes by listening and learning through proper feedback methods. In a new video, HappyOrNot® shares the freedom of three ways a person can provide real-time feedback at a Smiley Touch terminal location. These include:
- Touch
- Touch-Free
- Mobile
The Touch-Free option provides a unique and fun way that uses hand gestures to indicate how a person feels about an experience.
The Mobile option is the traditional use of QR Codes on mobile devices to provide a touchless way to interact and share a current emotion.
Innovating and meeting the needs of the people you serve is a constant challenge. The Smiley Touch allows you to meet those needs at important touchpoints in a touchless, fun, and engaging way.
Listen and Improve at both Physical and Digital Touchpoints
Improving the human experience for customers, patients, and employees requires an organization to understand the whole experience. First impressions and all the interactions thereafter impact how a person feels about an organization. Having a simple and real-time way to communicate at all major touchpoints helps your business bring service to a whole new level. The HappyOrNot® Solution, provided by SmileyAnswers, captures both physical touchpoints and digital touchpoints. This is unique as many organizations that provide feedback solutions are focused on one or the other.
The Smiley Touch can be moved to multiple locations which provides flexibility for an organization to capture feedback at various physical touchpoints. The Smiley Digital allows an organization to capture feedback at all important digital touchpoints. Organizations should take advantage of this multichannel feedback approach to better understand how the whole experience works together.
Wrapping it up
The Covid-19 pandemic created new ways for our society to adapt to changes in our normal ways of life. In order to stay safe and healthy, an option for many has been to avoid touching items in fear of health risks. Touchless became an important word as a result and will continue to be even after the pandemic gets under control.
Being able to communicate and listen so we can better understand how people feel about their experiences has become more important with our fast-changing expectations and perceptions. Having a solution that captures all the touchpoints where customers, patients, and employees interact with an organization is key to improving the human experience. At both physical touchpoints using the Smiley Touch and digital touchpoints using the Smiley Digital, the HappyOrNot® Solution provides an engaging way to improve experiences in real-time.
We encourage you to visit SmileyAnswers to learn more about how to improve your Customer Experiences (CX), Patient Experiences (PX), and Employee Experiences (EX). Communication in these times of change will help you improve these three which will improve Human Experiences (HX) and positively change lives.
About SmileyAnswers
SmileyAnswers is the leading reseller of the HappyOrNot® Reporting System within the United States, Canada, and the U.K. HappyOrNot® has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees. With the recent addition of the Smiley Link and Smiley Digital, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley’s for both digital and physical touchpoints. Organizations can “listen” to how people feel at all the important touchpoints. After capturing real-time feedback at these touchpoints, organizations can then “learn” what and where the hidden pain points are to make immediate positive changes. Finally, successes can be shared with Live Sharing, Social Sharing, digital boards, social media, email, power points, and more. This process can be repeated daily throughout the year to constantly improve human experiences.
