The attention span of the customers today is short. This is the time it takes for them to judge your brand. An annoyed customer would remove a brand out of their consideration basket and never look back. Conversely, they love an attentive brand- it makes them feel heard and valued. They would not rethink their decision (who has the time!) of going with your brand and stay loyal. That is why marketers now have to continuously monitor the satisfaction with the brand across the customer journey, not just at an aggregate level but also at an individual level at all times.

Brands that opt in for real time analytics and gather customer feedback more frequently, can see a 70% faster growth opposed to marketers not willing to go the extra mile.

What is the benefit of a new age CX software?

People have a basic requirement from most organisation- that is fixing their pain point and getting them the products or results as efficiently as possible. A robust CX software can answer some very critical questions of an organisation:

Are the people satisfied with the products or services?

Are the people waiting for a problem resolution?

Are the people willing to buy from you?

Are people leaving your brand for a competitor?

What is the probability of a customer churn ?

Here are some reasons how a customer experience software can upgrade your business:

The old fashioned, batch processing of feedback can damage online reputation:

Say you are trying to lose weight. Every week you check your measurements. Some weeks it goes up, while other weeks it is down. The weighing machine does not tell you why that is. After months of doing this, would you be surprised if you have not really lost weight?

Accumulating data over time and analyzing them to understand brand performance is how companies have traditionally measured satisfaction. This is similar to checking your weight periodically. The mere act of measurement itself would not help achieve the desired results. One needs to dive deeper into causes of any upward or downward movement in satisfaction, identify the issues and rectify them immediately, understand the delight factors and institutionalize them.   

Consumer brands today cannot afford to do annual or quarterly tracking of customer satisfaction. Monthly? No. Weekly? No. Consumer interactions do not stop even when half the globe is fast asleep. Satisfaction tracking needs to be continuous and real time. If you have a disgruntled customer, they need to be handled now. If you have a delighted customer, you need to act now to get them to advocate for your brand or to upsell. If your customer service scores are falling at a touchpoint- i.e. your customer service is failing not an individual, but a significant number of them, you better act now.

The power of social listening via social media applications:

We all have heard of moment marketing. A well designed moment marketing is a magnet for footfalls and potential profit margins. Similarly, organizations who opt for real time data can dust cobwebs off of out-of-sync strategies. Businesses become proactive, vigilant and seize opportunities to stay on top of the game.

The idea of batch processing of feedback robs the brand of invaluable in-moment engagement- the ability to delight the customer or remedy a less than ideal interaction.

Since data is freely available over the internet, social listening is the best way to gauge consumers. be it website feedback or a positive review, in-moment conversations can push organizations to build a roadmap to cater to these audiences.

The technology today makes real-time satisfaction tracking possible :

Customers interact with brands via multiple social media channels. This also gives brands the ability to access customers through these same online communities.

If your customer is at your store, they are carrying their mobiles and with it, channels such as WhatsApp surveys, Facebook Messenger, SMS, RCS, Instagram and Twitter (currently known as X) at all times. It does not matter which corner of the world the store is. It does not matter what time or time zone it is. It does not matter what language your customer speaks. It is a veritable wormhole that connects companies with their customers. Automated feedback systems via these channels can be deployed ‘in-moment’. This is the right time to collect short, conversational customer surveys.

Similarly, if the customer visits your website, you have chatbots for live chat assistance. If a customer calls your customer service line, you can request feedback through SMS or RCS on the number they called you from. A well timed, low effort (for customers) interaction with consumers is the goal.

Integrating the feedback with CRM tools makes real-time data collection really powerful:

Once you have your real-time data streaming, you need to create standard processes for handling the overall customer experience. This is where integrating the type of feedback with the CRM makes the process action oriented. Via the CRM, you can ensure that the customer service team is apprised of every negative feedback from unhappy customers or the support team can be informed about potential upselling opportunities with a delighted customer. 

On an aggregate level, any slippage in service at a touchpoint (for example at a dealership or on your website) can trigger an email to the relevant managers to investigate and solve.

CX tools for customer success: Merren Customer Feedback Software Features

Merren is a new age CX software that helps CX professionals with closing the feedback loop, mapping the customer journey and upgrading CX protocols in an organisation.

• Use pre designed survey templates to share survey questions and collect product feedback. The templates offer both quantitative feedback and qualitative feedback options. Respondents can share multimedia feedback (audio, video, voice notes, photos, pdf files and plain texts).
• Create net promoter score or NPS surveys, customer effort score and customer satisfaction surveys (CSAT) with Merren templates. In a few clicks, you can get an instant survey feedback questionnaire for your business. You can customize this template and start collecting responses via various survey channels.
• Collect feedback via WhatsApp messenger surveys, Facebook messenger surveys, website chatbots, AMP emails and dynamic email surveys. Launch survey platforms across various omnichannel platforms and map user satisfaction at critical touchpoints.
• Convert your surveys into multilingual templates automatically. Additionally, you can automate customer feedback surveys and schedule reminders to your respondents at intervals.
• Get real time customer insights over Merren CX dashboard and close customer feedback loop with unhappy consumers. Capture customer reviews using messenger surveys and enable CX professionals and team members to stay up to date with the latest insights.
• Use the AI survey builder to get a readymade survey template in a few clicks. Analyze respondent data using AI, conduct sentiment analysis and get a vivid word cloud segregation from all feedback forms.
• Offer survey incentives and survey rewards while curating questionnaires for your target respondents. Survey rewards encourage people to share their responses and can bring in a high response rate in real time. Using our Xoxoday survey rewards, create a post purchase survey reward system to collect actionable feedback.

Collect customer feedback using real time data:

People love prompt response. It makes them feel heard and in return. They are willing to invest in your brand and show up as repeat customers. To add to this, word of mouth can also bring more potential customers via a clever customer feedback strategy. This encourages business scalability and encourages buyers to turn into brand advocates.

Attention is an expensive currency so staying on top of a customer’s mind is the need of the hour. Real time data tracking will enable brands to identify individual issues faster. This will also help brands study collective reviews and create their future strategies around current responses.

Ultimately, real time data analysis will enable better conversions, upselling and more customer retention.

Merren is a robust tool that collects data swiftly for analysis. Clients can export this data and assess it via different business intelligence tools. To historically comprehend data patterns, this is also called operational intelligence in any scenario where quick response and real-time analytics becomes critical.

All surveys deployed via Merren are also compatible across different mobile devices- including those of android and Apple devices. Our no-code platform offers an easy navigation on the user interface such that marketers with any sort of experience can easily use it.

Conclusion

Merren offers an omnichannel approach of sharing customer feedback surveys. You can create a WhatsApp survey in less than 5 minutes by building your own Facebook messenger survey. You can also build chat bot surveys that can handle large volumes of data in milliseconds.

Ditch the old methods of batch data processing and discover new ways of conducting marketing campaigns for your business. Let no lag in your data stream hamper your marketing activities. We also offer a robust AI survey creation and AI in data analysis for our clients. Let this artificial intelligence tool supercharge the way you collect customer data.

Create a free account on Merren and try our 14 day trial on this platform (no credit card needed).