WhatsApp is an interactive platform. This messenger platform has a growing audience on a yearly basis. In this blog, we will tell you why you need to switch to WhatsApp form at the earliest.
What is A WhatsApp Form?
A WhatsApp form is an online form that is sent out via WhatsApp messenger. It contains questions on customer satisfaction surveys or post purchase feedback. These forms are sent from a pre-defined number to the target customer base. The main purpose is to collect customer data on experiences.
What types of surveys can I create on WhatsApp form?
Merren CX has the right tools to encourage marketers to create highly interactive forms. Here are the forms you can create on WhatsApp to capture data:
1. Create customer satisfaction surveys:
WhatsApp surveys can launch critical satisfaction metrics to capture feedback. CX professionals can create net promoter scores (NPS surveys), customer effort scores (CES feedback) and CSAT surveys.
2. Create interactive (multimedia) form:
WhatsApp is a robust platform that can capture media rich responses. Seek feedback in the form of audio, video, pdf and photos from your customers. For example, a digital diary is a form of survey that can collect video feedback from people.
3. Create standard contact form:
This is a quick way to gather basic information from your customers. Publish quick information forms and capture customer data such as contact details, important dates, name, email address. Using this information, retail sectors can curate specific goal oriented offers for their patrons. For example, retail stores can offer discounts or coupons for shoppers who have their birthdays or anniversaries.
4. Create post-purchase feedback form:
Using WhatsApp , marketers can publish instant surveys after a certain transaction. This is known as a post-purchase survey. The aim of this survey is to understand the experience of shoppers in the ecosystem. For example, purchasing customers can get an instant feedback form on WhatsApp after every purchase. This can be automated based on the transaction activities.
Why Should You Use A Whatsapp Form For CX?
Forms for WhatsApp can greatly benefit CX professionals. Here are the reasons why you should adopt forms for WhatsApp:
1. Interactive forms bring more response rate:
People are more inclined to respond when surveys do not look intimidating. A conversational format can encourage people to share their experiences almost instantly. More response rate means more data. More data can help service teams to calculate their satisfaction scores better.
2. Capture survey responses across mobile devices:
The best part about WhatsApp forms? You can get feedback at any time of the day. People can offer responses on the go. People no longer need to be tied to their desktop. Smart feedback forms are compatible across multiple devices. Both android and iOS platforms can host forms for WhatsApp.
3. Collect multimedia survey responses now:
Bring both qualitative and quantitative feedback to the CX dashboard. Multimedia responses include video feedback, photo proof, documents or even voice notes. Voice notes make up a huge part of voice forms. However, collectively, this makes the survey media rich. Media rich forms help customer support teams understand the nuances and sentiments of people.
4. WhatsApp forms encourage real time feedback:
You can now close the feedback loop with real time responses. This helps with two primary objectives- attend to unhappy customers and avoid damage to any online reputation. You can map real time responses on the Merren CX dashboard. Get insights based on geographical location or demographics based on the filters set by you.
5. WhatsApp forms need no coding expertise:
Any CX professional can create feedback forms on WhatsApp with the help of Merren tools. You can create a WhatsApp form in 5 minutes. New age marketers can create quick surveys on messenger apps without any hassle. You do not need any coding experience to operate forms for WhatsApp messenger.
6. Create multilingual surveys on forms:
WhatsApp forms are versatile especially when it comes to multilingual format. With the help of Merren, you can translate questions into all the major languages. This is an important feature for companies who have a global presence. People can share their feedback when they relate to the questionnaires. Merren offers translations for up to 80+ languages.
7. Automate the survey forms, hands-free
You can remove manual from the equation by using survey automation. Automate the launch of your WhatsApp forms with the help of Merren tools. Avoid batch-processing data and capture quick responses from your target respondents. Deploy feedback forms at critical touchpoints as per schedule. You can also gently nudge respondents to share their feedback when they leave their surveys, unattended.
Share Forms On WhatsApp With Merren
Merren offers a 14 day free trial. Alternatively, you can also use our AI survey builder and get instant feedback questionnaires in a few clicks. It is time to supercharge your CX protocols with Merren. Get started without any credit card commitments.