What is the best way to reach someone immediately? Via messenger based platforms. The simple reason being these applications are always within our reach and see billions of messages on a daily basis.
Surveys are an effective way to gather this feedback, and WhatsApp and Facebook have become popular platforms for conducting them. In this blog, we will discuss the benefits of using WhatsApp and Facebook messenger for conducting customer feedback surveys. We will also talk about why customer feedback needs more responses from people and how you can ace the feedback protocols.
What is the Importance of Customer Feedback?
Customer feedback is essential for businesses looking to improve their products and services. It provides valuable insights into customer preferences and expectations. By analyzing customer feedback, businesses can identify areas of improvement and address any issues or concerns. This process plays a crucial role in enhancing customer satisfaction and loyalty. This in turn ultimately leads to increased profitability and business growth. When it comes to collecting customer feedback, using popular messenger apps such as WhatsApp and Facebook can be advantageous. These apps are widely used on smartphones across the globe, including countries like India, the United States, China, and Latin American countries.
The integration of features like SMS, iOS, Android, and on social media platforms including Facebook, LinkedIn, and Instagram further extends the reach and effectiveness of these surveys. Using WhatsApp and Facebook messenger surveys allows businesses to connect with their customers in a more convenient manner. Messenger survey platforms are familiar to plenty of people. This encourages them to offer candid feedback over customer feedback forms.
How do you create a survey on WhatsApp and Facebook Messenger?
To create a survey on WhatsApp and Facebook Messenger, you can use various survey tools like Merren that integrate with these messaging applications. Merren allows you to design and customize your survey, then distribute it to your audience through the respective messaging platforms.
In less than 5 minutes, marketing professionals can build their own surveys using WhatsApp or create a simple Facebook messenger survey with our tools. Watch your response rate soar after using these modern day platforms. The good news is that nobody needs any coding experience.
Why choose WhatsApp and Facebook for customer surveys?
Wondering why WhatsApp and Facebook are great choices for customer surveys? Well, these platforms boast a massive user base, making it more likely for customers to participate. Additionally, they offer convenient survey options and features like messaging and notifications for real-time engagement. Take advantage of their popularity for higher reach and response rates.
Advantages of using WhatsApp for customer feedback surveys
When it comes to customer feedback surveys, WhatsApp offers several advantages. As a widely used messaging app with a global presence, WhatsApp provides businesses with a platform that is familiar and comfortable for customers. This familiarity can encourage higher participation rates in surveys, leading to more comprehensive feedback. Additionally, WhatsApp allows for personalized and interactive survey experiences through the use of multimedia elements such as images, videos, and voice notes.
One key advantage of using WhatsApp for customer feedback surveys is the end-to-end encryption feature. This ensures the privacy and security of customer responses, giving them peace of mind when sharing their opinions. Furthermore, WhatsApp’s read receipts feature enables businesses to track survey progress and follow up with customers who may require further assistance or clarification.
By leveraging WhatsApp’s features and global popularity, businesses can enhance their customer feedback collection efforts and gain valuable insights for improving their products and services.
How can the Facebook Messenger Surveys enhance customer feedback collection?
Facebook’s extensive user base makes it an excellent platform for reaching a wide audience. Its targeting capabilities allow businesses to connect with specific customer segments. With seamless integration into the user experience and easy sharing options, Facebook surveys can maximize participation rates and expand reach in the moment. The analytics and insights provided by Facebook also enable businesses to gain valuable data for analysis and insight-driven decision-making.
The real time features of these messaging applications are a big boon when it comes to closing the feedback loop. You can identify an unhappy customer and offer swift assistance and feasible solutions to problems. Marketers can deploy post purchase surveys to detect detractors and promoters.
Smartphone compatible: android and iOS platform
These applications are compatible across every mobile phone. Due to this interface friendly feature, marketing professionals can easily deploy surveys across an iPhone user or an android user. You need not worry about going into an external browser based system with this dynamic feature of messenger platforms.
Conversational survey templates for a high response rate
People are more inclined to respond to a conversational text over an intimidating messaging. Conversational surveys are friendly, more approachable and offer a high response rate. Additionally, there are other survey channels that can offer similar benefits of keeping questionnaires conversational. This includes website based chat bots and AMP emails.
At the end of the day, despite the omnichannel platforms, people are more likely to respond to a friendly format of communication.
Tips for Implementing Effective WhatsApp and Facebook Messenger Surveys
Implementing effective WhatsApp messenger surveys and Facebook surveys requires careful planning and execution. Start by clearly defining the objective and target audience of your survey. This will help you tailor the questions and gather meaningful insights. Design surveys that are concise, easy to understand, and mobile-friendly. With the growing popularity of smartphones and messenger apps like Facebook Messenger, it’s essential to optimize the survey for a seamless user experience.
To make your survey visually appealing, leverage multimedia elements such as images and videos. This can enhance engagement and encourage participation. Incentivize respondents by offering rewards or exclusive discounts for completing the survey. This can greatly increase response rates and provide valuable feedback. Regularly monitor survey responses and analyze the data to gain actionable insights. By doing so, you can uncover trends, identify areas for improvement, and make informed business decisions.
Using Merren, you can also use the multilingual translation tool that can make these questionnaires more relatable to your target audience. Merren offers a translation to 70+ languages with the help of Google APIs. There are also ready-to-use survey templates that do not need any coding expertise. These templates are pre-designed and ready to go. You can also customize these questions as per the goal of the feedback.
Embrace automation for feedback management
Automation is the need of the hour especially when a business has a global presence. It is practically impossible to handle customer data manually. This brings in a massive rate of error and mismatched data. Automation of survey and CX protocols can make it easier to capture complex data round the clock. This can bring genuine customer data across data from your omnichannel survey approach.
Clients can also apply automation across chatbot surveys, AMP email surveys for a faster response rate. Automation also includes gentle reminders to fill in, and response surveys from your target respondents.
How can businesses maximize the benefits of WhatsApp and Facebook Messenger surveys?
Plenty of industries still use traditional methods of capturing consumer feedback. This brings poor response rate and data that is just not enough to form solid conclusions about market research. When you use messenger surveys, you can get 10x the responses and these answers can also come in the form of a multimedia format. Additionally, you can incentivize the participants using coupons, giveaways and loyalty card rewards.
The best reason to use WhatsApp and Facebook messenger surveys is that this technique provides prompt results from respondents. This real time feature is the best way to maintain a competitive edge in the market. You can launch various customer satisfaction metrics via these platforms. This includes net promoter score questions, customer effort scores, rating scales, and CSAT scores. Be sure to include open ended questions for people to share their candid responses on the satisfaction surveys.
Conclusion
In conclusion, collecting customer feedback is crucial for businesses to understand their customers’ needs and preferences. Utilizing popular platforms like WhatsApp and Facebook messenger surveys offer several advantages. WhatsApp provides a convenient and familiar communication channel for customers, while Facebook enables businesses to reach a wider audience and gather feedback in real-time. By implementing effective survey strategies, businesses can maximize the benefits of these platforms and gain valuable insights to improve their products and services.
Sign up for a 14 day free trial with Merren and obtain a competitive edge with 10x the response rate. You can also create an instant survey questionnaire using our AI survey builder. In a few clicks, you can create a custom made questionnaire for your market research protocols.