Capsule CRM integrates with the product and service review site, Feefo, through trusted automation platform, Zapier.
Wondering how you could make use of this connection? You’ve come to the right place. Today, we’ll explore our top use cases for Feefo and Capsule CRM.
1. Centralize your product and service rating in your CRM
Your CRM unites all your customer data: from contact details and engagement history to invoicing and account management communications. So why not store their opinions on your product or service in the same easy-to-find location?
When you connect Feefo and Capsule, new reviews are recorded as Tags against contact records, so you can easily identify your customer’s score when you access their record.
2. Use ratings to segment your contacts
Your Feefo-Capsule connection creates Tags for your contact’s star rating, logged against their record. You could use your Feefo ratings as part of a Net Promoter Score (NPS), helping you determine your customer health score.
Collecting this information in Capsule CRM enables you to filter your contacts and identify happy customers as well as those who need additional support.
3. Pinpoint areas for improvement in your product or service offering
Collecting reviews and storing them alongside your customer data makes it even easier to identify weak spots and areas for improvement among your products and services. Filter your records by tags like product type or service subscription level. Then add filter this list by Feefo reviews to easily determine general and individual attitudes towards your offering.
4. Unlock greater customer relationships
Collecting reviews and storing them against the relevant contact makes it easier to get in touch with them to discuss their experiences and offer tailored solutions.
Some issues require multiple follow-ups to resolve. Not to worry: you can log each step of this process against their contact record, keeping your engagement history organized and easily accessible to all the relevant people.
With all historical engagement at hand, you - or an assigned team member - can easily find and identify a solution for any poor experiences recorded via Feefo.
Likewise, accessing your positive reviews in Capsule helps you build rapport and maintain healthy relationships with your customers.
5. Facilitate a reward model
Whether your business model is B2C or B2B, most prospective customers use reviews to influence their purchase decisions. So if you’ve got happy customers, it’s incredibly valuable to have them share their experience.
Incentivize your customers to write reviews by offering discounts and offers in return. And by connecting Feefo and Capsule CRM, you can easily confirm and track your customers’ reviews.
Top tip: Sophistication doesn’t have to mean more work: Connect Capsule CRM to a marketing platform like Transpond to automate discount code emails when your contacts leave reviews on Feefo.
6. Improve employee feedback
As a team lead, you can easily peruse reviews that mention the performance or service delivered by your team. This can help you spot weaknesses and identify areas for skill development. Similarly, this surfaces greater recognition of individuals in your team, so you can recognize and congratulate them for their contributions.
Feefo: enhancing your feedback loops
By connecting Feefo with Capsule CRM via Zapier, you can automatically tag customer records with their review ratings, centralizing valuable feedback within your CRM. This enables powerful segmentation, easier issue tracking, targeted follow-ups, and improved customer relationships.
You can even use your reviews to create reward campaigns and team performance insights, turning customer feedback into a strategic asset across your business.
Visit our support center for a detailed guide on setting up the Feefo connection.
Get started with Capsule’s free CRM today or try any plan free for 14 days to discover easy, agile business management.
