Artificial intelligence increases productivity even in the sphere of customer experience. Using AI-driven tools enables brands to scale and assess customer feedback across multiple geographical locations. Merren brings AI-driven products for brands that can collect detailed responses, beyond the plain text. In this blog, we will take you through a step-by-step on how to create AI-powered voice surveys.
What is an AI-Powered Voice Survey?
An AI-powered voice survey enables marketers to capture detailed feedback from customers using AI-driven conversations. These voice surveys are capable of registering conversation and creating context-based follow ups to get detailed insights on various topics.
Why do you need an AI voice survey?
Voice surveys can collect more information than a text based survey due to the spontaneous nature of the feedback process.
- Voice surveys feel more personal to the respondent. This encourages higher participation.
- Voice surveys simplify feedback collection for non-tech-savvy customers (senior citizens).
- Captures tone, emotion, and intent from customers.
- Respondents can offer voice responses over typing. Accommodates people with accessibility issues or low literacy levels.
- Enables real-time responses from customers across multiple touchpoints.
- Easily accessible via various survey channels for on-the-go users.
Difference Between AI Voice Survey and Text Surveys
To collect customer feedback, both text based surveys and voice surveys hold importance. In a dynamic world where attention can be fleeting, voice surveys hold conversations that are human-like and can collect customer feedback at scale.
Aspect | Voice surveys | Text based surveys |
User Interaction | Conversational and spoken that feels like a natural dialogue | Typing-based, involves reading and writing |
Speed of Completion | Faster to complete. Speaking takes less time than typing | May take longer as users type out responses |
Accessibility | More inclusive for visually impaired or less literate users | Requires reading, typing skills with interface familiarity |
Engagement | Highly engaging. People are highly likely to interact with AI | Engagement depends on context and right timing (immediately post-purchase) |
Response Quality | Richer, more spontaneous responses; higher emotional expression | More structured but may lack depth or emotional cues |
Sentiment Analysis | Voice tone and inflection add emotional context for deeper AI sentiment analysis | Limited to text interpretation; lacks vocal emotional cues |
Environment Dependency | Needs a quiet environment to avoid background noise interference | Can be completed silently in any environment |
AI Capabilities | Utilizes voice recognition and natural language processing for analysis | Uses NLP on text input; simpler processing compared to voice |
Survey Fatigue | Lower fatigue due to natural flow of conversation | Higher fatigue, especially with long or open-ended questions |
Device Compatibility | Best on smartphones with mic/speaker; less suited for desktops without audio | Works on any device that supports typing |
Adoption Barrier | Newer, less familiar format for many users | Traditional and widely accepted format |
Types of Voice of the Customer Surveys
VoC surveys are goal oriented and collect specific insights. Commonly used voice of the customer surveys are as follows:
- Customer Satisfaction (CSAT) Surveys: Measure how satisfied customers are with a product, service, or interaction.
Example: On a scale of 1 to 5, how satisfied are you with our product/service? - Net Promoter Score (NPS) Surveys: Assess customer loyalty by asking how likely they are to recommend the company to others.
Example: How likely are you to recommend our company to a friend or colleague? - Customer Effort Score (CES) Surveys: Evaluate the ease of customer interactions. It will assess how much effort customers exert to get issues resolved.
Example: “The company made it easy for me to handle my issue.” (Agree/Disagree) - Product Feedback Surveys: Gather detailed insights about specific products or features for the product development team.
Example: Which features do you find most valuable in our product? (multiple choice question). - Customer Loyalty Surveys: Explore factors influencing customer loyalty and identify areas to strengthen long-term relationships.
- Exit Surveys: Understand reasons behind customer attrition to address underlying issues and improve retention strategies.
Example: “Please tell us why you are leaving:” (multiple choice question). - Customer Journey Surveys: Collect feedback at various stages of the customer journey to identify touchpoints that need enhancement.
- Open-Ended Feedback Surveys: Allow customers to freely express their thoughts. It is an unstructured type of survey that can complement a structured survey format.
Example: What can we do to improve your experience with our company? - Pulse Surveys: Short, frequent surveys designed to capture real-time customer sentiments and track changes over time. It typically has 2 questions.
Create Your First Voice Survey with Merren
Merren’s interface is easy to use and navigate. CX professionals do not need any technical know-how to use the platform. Get started with your very own customer voice survey and access interactive customer feedback reports on the CX dashboard.
Step 1: Set up your profile with
Sign up for a 14 day free trial here without any credit card details. This sign up takes less than a minute. You can access all features free for 14 days. After signing up,there will be a pop up screen. Enter the name of your organisation and the dashboard will populate with the necessary tools.
AI-powered voice survey is a feature that is only available on business or enterprise plans. You can view the plan pricing here.
Step 2: Create a discussion guide
Create a discussion guide to set up the goal of your survey.
Click on +Create a Survey on the right most corner of the dashboard.
On the dashboard, you can access pre-existing templates or create a survey from scratch. Click on generate discussion guide and get started with your first AI-powered voice survey.
Enter the name of the survey and survey category. You can also choose from the language list to translate surveys into those specific languages.
Choose the number of attempts per participant. We recommend keeping it 1 to avoid response duplication. However, Merren has duplicate response management in case of any errors.
Click on save and your campaign is now ready to be customized.
Step 3: Generate survey questions with AI
Write the goal of the survey and what you want to achieve with the survey. Mention your target audience and product details if needed. This prompt will help you generate a set of questions that you can edit later.
Once the prompt generates the entire conversation, view it in detail and edit when needed. In this scenario, the AI will probe women about their skincare routine in detail. The guide will feature all questions that will be asked in order.
Step 4: Preview and test your customer voice survey
When you are ready with your research question, head over to preview & test and check if you have got all the metrics right. Click on voice and a survey link will be generated. Click on the survey link and your device will start the voice survey instantly.
Merren’s voice surveys are compatible across any devices be it android or iOS. The main goal of testing a survey is to cross-check any gaps within the questionnaire.
When you are ready to publish your survey, click on publish and run your voice survey seamlessly. Collect vocal respinses from customers and gather detailed input, more than text-based surveys.
Step 5: Get instant survey analysis
AI-voice surveys offer real-time feedback collection and can generate a powerpoint curating every key point from various conversations. You can also get a word-cloud analysis of key highlights across every question. Every question offers word cloud analysis per question.
Craft Effective Customer Feedback Surveys
Designing an effective feedback survey involves several key steps:
- Define survey objectives: Determine what you aim to achieve with the survey, such as understanding customer satisfaction, identifying improvement areas, or gauging loyalty.
- Choose the right survey type: Select a survey format that aligns with your objectives, whether it’s CSAT, NPS, CES, or other rating scales.
- Develop relevant questions: Craft questions that are clear and directly related to your objectives. Use a mix of open-ended and closed-ended questions to collect comprehensive insights.
- Select appropriate channels: Distribute the survey through interactive survey channels. Merren offers native WhatsApp surveys, native messenger surveys, dynamic emails, chatbots or RCS/SMS.
- Pilot the survey: Test the survey with a small sample of respondents to identify any issues and make necessary adjustments before a full-scale launch.
- Analyze and act on feedback: Once responses are collected, analyze the data to identify trends and actionable insights. Implement changes based on the feedback and communicate these improvements to your customers.
Close Feedback Loop with Merren CRM Integrations
It is imperative to automate your workflow and steer clear of batch processing data. Close the customer feedback loop with CRM integrations on Merren.
- Identify unhappy customers in real time and reach out to them faster. Prevent churn rates with early intervention.
- Schedule voice surveys at touchpoints such as post-purchase journey or after an interaction with a customer support representative.
- View surveys that have been answered, unanswered and completed- every detail on the CX dashboard.
Get AI data analysis of your customer voice surveys.
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