Businesses can collect customer sentiment directly within the billing experience using the User Feedback widget, helping them uncover pain points and continuously improve the user journey. By enabling this feature, users can share their thoughts on bill clarity, accuracy, and overall satisfaction. Feedback is submitted via a simple widget and sent to the Data Platform for aggregation and analysis, helping teams make continuous improvement in clarity, communication, and overall satisfaction driving a more customer-focused product experience.
The User Feedback widget is configured via Bill Explainer Studio and displayed on the Bill Explainer Microsite for end-users (consumers). Within Studio, the widget is managed by admins (internal CSG users) to collect client feedback, which is not visible to microsite consumers. This separation ensures that end-users see only the client-facing User Feedback interface, while admin users handle configuration and internal feedback collection.
User Rating Form (End-User View)
Customers are prompted to provide feedback through a rating system and optional comments, which appear at the bottom of the Bill Explainer microsite. This placement ensures feedback is easily accessible without disrupting the billing experience.
Title: A customizable question to guide users in sharing their feedback.
For Example - How likely are you to recommend us to a friend?
Rating Scale: The rating icons are emoji-based for quick, intuitive feedback. Users can rate their experience based on a 5-point scale:
😔 Not Likely - Dissatisfied with the experience.😕 Slightly Likely - Some concerns but not entirely negative.😐 Moderately Likely - Neutral experience.😊 Very Likely - Mostly satisfied.😀 Extremely Likely - Highly satisfied and likely to recommend.
Feedback Appreciation:
Thank You Feedback: A confirmation message displayed after users submit feedback to acknowledge their input and close the interaction smoothly.
For Example - Thank you for your feedback!
Description: Encourages users to share more details.
For Example - If there’s anything specific you’d like to highlight, feel free to share.
Comment Field: Allows you to provide additional thoughts. Provide a customizable label for the comment box.
For Example - Add Your Comment or Thoughts
Submission Feedback
Once users submitted their feedback, they receive a confirmation message to acknowledge their input.
Title: Create a friendly message to reinforce appreciation.
For Example - Thank you 👍 for your comment!!
Description: Explains the value of their feedback in improving the billing experience.
For Example - Your feedback helps us improve, and we appreciate the time you took to share your thoughts.
Button Label: Customizable text for the confirmation button.
For Example - Done!, Completed!
By incorporating the User Feedback widget, businesses can engage with their customers and identify areas for improvement. This helps build a better billing experience, one that’s informed by real user sentiment and aligned with evolving customer needs.
Generative AI can be utilized to craft personalized and user-friendly explanations, ensuring that billing updates are clear and easy to understand.
