Low response rate can be problematic when marketers need to make sound marketing decisions. The trajectory of customer feedback strategies solely depends on how people respond during customer satisfaction feedback surveys. Traditional customer feedback today has less than 0.5% completion rate as compared to a whooping 8-17%+ at Merren. In this blog, we will find out the difference between traditional customer service methods and understand how Merren can be a modern option for the new age marketer.
What is the Traditional Customer Feedback Method?
Traditional customer feedback methods refer to the traditional ways in which businesses gather feedback from their customers. These methods often include techniques such as paper surveys, phone calls, focus groups, and comment boxes. While these methods have been used for many years, they often suffer from low response rates and limited engagement from customers.
One of the main drawbacks of traditional customer feedback methods is the inconvenience they pose to customers. Paper surveys can be time-consuming and require people to fill out long forms, while phone calls may interrupt their busy schedules. Additionally, comment boxes and long questionnaires may not always capture the true feelings. This causes ample survey fatigue and a high survey abandonment rate in the end.
How does Merren upgrade your CX efforts?
Organisations that are customer-centric can attain customer retention. This happens when the customer feedback systems are in place, running efficiently to harbour long term customer relationships. Here are some ways how Merren can upgrade a marketer over traditional surveys.
Channel strategy: chat apps
The Merren platform comes forward for the users to deploy surveys through the channels which are the most relevant to their customers. Be it WhatsApp, Facebook Messenger, or Chatbots. We take the feedback survey to the respondent and not the other way around. Human interaction is not limited to a singular platform. Multichannel technique enables organisations to connect with their patrons in real time and capture fresh opinions and feedback
Interactive feedback over unknown links
For traditional methods, companies send survey invitations as email links or SMS to their customers. They expect the respondent to open the email, read it, click on the link, wait for the survey to load and then answer it. This multi touch feedback process has a high churn rate. This comes with a problem- the surveys expire along with poor response rate. At Merren, we send surveys and not invitations. The patron answers the survey on the same medium without going into any external browser. This is done by interactive AMP email templates.
Conversations over interrogation
Marketers must remember that there are real human interactions happening on the other end of the page or line. People come with various emotional responses to a shopping experience. This can be captured by net promoter score (NPS survey), customer effort score (CES surveys) etc. Using Merren, people can offer genuine feedback, instant conversations via interactive mediums of customer feedback.
Real-time feedback and analysis
A customer experiences events as they happen. So it would make complete sense to capture their responses right after the event. This makes the customer journey more vivid, fresh and authentic. Usually, the right time to capture responses from people will change depending on different industries (automobile, retail, beauty or finance and banking). Create your own customer journey mapping and gather every analytics on the dashboard. Automate the feedback system and gauge the response trends over days or months.
Conclusion
Skip the traditional customer feedback methods and switch to Merren. Sign up for a 14 day free trial and create your own Whatsapp surveys in less than 5 minutes. Bring faster insights, faster analytics and upgrade the CX protocols with our user friendly platform. It is time to get a high response rate for your business.