If brands are neglecting this platform, they are missing out on a huge opportunity. Messenger apps such as WhatsApp messenger and Facebook messenger have been a strong platform to collect massive customer data. There are multiple strong reasons behind this. The average screen time of US citizens is at 6 hours and 58 minutes per day. This is a massive rise from 3 hours and 54 minutes between 2020 to 2022 . On an average, customers check their mobile phone 58 times a day. Let’s put this in perspective- customers today spend almost a fourth of their waking hours on their cellular device.
The years between 2020 and 2022 were the catalyst that changed the course of consumer behavior. This accelerated the adoption of digital tools. As customers embrace the online world via their mobile devices, brands would need to update their customer service techniques to adapt to these changes.
What is A Facebook Messenger Survey?
A survey created on Facebook messenger app is a Facebook messenger survey. Businesses can use customer feedback tools to create interactive Facebook messenger surveys. This falls under the messenger survey tool category and includes the WhatsApp messenger survey as well. WhatsApp messenger , just like Facebook messenger, is an interactive messaging platform. You can curate questionnaires and publish your surveys via these applications.
Merren can help businesses create messenger surveys using the robust tools that can help customize surveys as per requirements. The surveys can be delivered to the audience via WhatsApp messenger app and Facebook Messenger all of which are conversational in nature. Additionally, users can also opt for existing templates of survey questions or create their own set of questions. Create net promoter score based Facebook polls that become really simple for respondents to reply instantly.
How to create a poll on Facebook messenger?
You can create a Facebook poll question either via desktop or on the mobile application. Open the group chat, click on the + button, write the title of the poll and mention the options. Click on ‘create poll’ and share it with your group members.
One must note that even a poll is a type of simple survey that can bring fast responses from a group of people. Facebook messenger already comes with its own features like creating a poll. Marketers can use this to seek faster responses.
Why should Brands Collect Customer Feedback with Facebook Messenger Survey?
The current millennial and GenZ population are fast paced. They no longer have the patience to sit through a tedious questionnaire. However, thanks to artificial intelligence, marketers can collect survey responses using these messenger survey tools. This includes in-app feedback systems, quick social media polls on YouTube, Instagram in-app surveys to name a few.
1. Actively engage customers who buy more online:
As per the United States Census Bureau, ecommerce sales sky-rocketed from $571.2 billion in 2019 to $815.4 billion in 2020.
In store sales dropped since there was no requirement for people to travel or attend events or in-person meetings. This also includes losses for physical bookstores from lack of footfalls.
However, brands such as Zoom Video, Amazon, Netflix and Apple benefited from this unforeseen shift.
Over years, brands perfected the in-store experience management for their customers. With the bulk of the store traffic moving online, brands would have to revisit their strategies in totality. Be it email surveys or surveys via messenger polls, the strategy is to manage and measure overall customer experience.
WhatsApp messenger surveys and Facebook messenger surveys are a brand new way of collecting customer feedback. These applications use quick questions that are conversational in nature. These surveys can be created and launched on android and iOS platforms of an iPhone. The results of these messenger surveys can be analyzed in real-time, providing valuable insights into audience preferences and behaviors.
2. Brands need to manage CX when a third party handles the customer-connect:
The best brands in the world today depend on Amazon and other ecommerce platforms to deliver their products. Amazon, in turn, depends on their logistics partner to make those deliveries. Restaurants and cloud kitchens depend on food delivery companies such as UberEats, DoorDash, Zomato and Swiggy to deliver their products. Most mature markets such as the UK, Canada and Australia saw a fourfold increase in online delivery. The US market witnessed a two fold increase such that the current markets are seven times larger than they were in 2018.
With such tectonic shifts, brands need to engage and collect customer satisfaction metrics via in-app or Facebook Messenger surveys to make sure that their service standards are maintained. Most of the customer retention strategies work hand in hand with the way you collect this customer data. Organisations must consider the competitive landscape. You can no longer stay disconnected with your buyers.
3. Brands manage online reputation in a connected world:
There are two fastest things on earth- one is the cheetah on land. The second is an unhappy customer ranting about poor customer service on social media platforms. To avoid negative digital reputation, brands must act fast to resolve queries.
69% of the US adults access Facebook daily. Tiktok usage in the US has surged over the last few years, making it the fastest growing app. About 500 million Tweets are sent out in a day.
Managing brand reputation requires not just quick redressal, but also an active prevention of service failures. Brands perform well when they consistently measure, manage customer experience and predict potential threats to reputation before they become a crisis.
4. In a world that is full of technology, customers seek a human connection:
We can agree that automation is a great way to attend to customers. Nevertheless, human-to-human interaction and personalized customer attention will never go out of fashion. If anything, the human touch is what will help brands create genuine connections with their customers.
Brands would have to find ways to avoid sounding like a chatbot. Customers need to feel that they are talking to a human and not a machine. Seeking data and feedback from the customers should feel like a conversation and not an automated list of questions. Using the messenger app that the customers already use and engage on would be an ideal way to reach out to your target respondents.
5. Brands need inculcate a culture of customer service in employees who work remotely:
One of the key reasons why brands like Apple enjoy an incredibly high net promoter score (NPS) has been their ability to drive customer service as a part of their organizational culture.
But the world has changed over the last few years. The new normal is now a hybrid working culture. Around 21% of surveyed workers mentioned that they felt anxious about returning to the workforce.
A lot of culture in a large organization is diffused through osmosis- new employees see their seniors interacting with the customers and learn. With this, it is no longer possible due to remote or hybrid work, the challenge for the brands is to ingrain the customer centric culture.
What are the benefits of using Facebook Messenger app to collect feedback?
There are plenty of benefits to using a messenger application to collect customer feedback. Here are the noteworthy benefits for every marketer:
Easy to connect to your target audience:
One of the significant benefits is the ease of connecting with your target audience directly through a platform they are already familiar with and actively engaged on. This familiarity can help in establishing a more personalized and humanized interaction, enhancing the chances of receiving genuine feedback that feels like a conversation rather than a standardized survey. Additionally, the interactive nature of messaging apps allows for real-time responses and follow-up queries, leading to more insightful and detailed feedback from customers.
Compatible across multiple devices and desktop:
The Facebook Messenger app provides the convenience of collecting feedback across multiple devices and desktop. This brings a seamless experience for both customers and marketers. This compatibility allows for increased accessibility and engagement, as customers can easily share their opinions regardless of the device they are using. Furthermore, the ability to switch between desktop and mobile devices ensures that feedback collection is optimized for different user preferences and behaviors. This will maximize response rates and overall data quality.
Get high response rate from quick surveys:
The interactive and conversational nature of Facebook Messenger surveys often leads to higher response rates compared to traditional survey methods. Traditional methods include static email or web forms. Quick surveys embedded within the chat flow can capture immediate feedback from customers while the experience is still fresh in their minds. This real-time feedback mechanism enables marketers to gather genuine insights at the point of interaction. This makes the data more relevant and actionable. By leveraging the speed and convenience of messenger surveys, businesses can adapt quickly to changing customer needs and preferences, fostering a truly customer-centric culture.
Conclusion
Messenger based survey tools are the need of the hour. You can conduct a quick market research and get actionable insights via online survey tools. If brands want to collect customer feedback via new age tools, consider Merren.
Merren also offers an AI survey builder that can help you create a custom made questionnaire in a few clicks. Create a free account and avail of the 14 day free plan on our platform. We have multiple survey channels for the modern day marketer.