Customer feedback is necessary to build communication strategies and make products/ services more marketable. There is plenty of feedback software in the market. However, you can choose the one that best fits your organisational requirements. In this blog, we will discuss what to look for in a reliable feedback survey software.

What is a Customer Feedback Survey Software?

A customer experience software is a platform that helps CX professionals create survey campaigns and assess feedback on the dashboard. It contains survey templates, interactive survey distribution channels and AI analytics tools. The main goal of the software is to bridge the gap between a customer’s needs and market offerings of a company. This software lends crucial information about their target audience.

The tool gathers and analyzes customer feedback, tracks engagement, and provides insights to improve customer satisfaction.

Features of the right customer feedback survey software

Most customer feedback softwares will have robust features that will help CX professionals get critical insights from the consumer base. Here are the features that are mandatory for this tool:

1. Comprehensive question types

A reliable platform offers a wide variety of question types. This includes closed-ended variants of multiple-choice, rating scales, likert scale, demographic questions and open-ended questions.

You can curate goal-oriented feedback surveys tailored for their target audience. The main objective is to meet research needs. Survey question templates can reduce manual errors. Customization options are essential. Create surveys that align with their target market and potential customers.

2. Ease of use and user friendly experience

Marketers must create a seamless experience for survey participants. An intuitive user interface can streamline survey workflows. Easily create, customize, and distribute surveys via interactive survey channels. Cconsider easy survey distribution methods like dynamic email, WhatsApp forms, Facebook messenger surveys or in-app surveys. These in-moment mediums bring a high response rate, often more than the industry average.

3. Reporting and analytics dashboards

The CX dashboard can present the findings , trends and outcomes with the help of customizable report generation. Advanced analytics features like sentiment analysis, AI analytics, quota based segmentation provide data-backed insights into responses. The Merren customer experience dashboard offers a bird’s eye-view of visual feedback to all CX professionals and stakeholders.

4. Integration with other business tools

Integration with customer relationship management (CRM) software enhances feedback management and customer service workflows. In this manner, businesses can automate survey distribution, reminders, and notifications for a more efficient process. Additionally, integration with HR management software can also detect satisfaction metrics among employees. A well synced understanding of employees and customers is a big win.

5. Integrating with artificial intelligence

You can look for AI integration that can simplify survey data and analyze customer insights in real time. Using NLP techniques and sentiment analysis, you can get segment qualitative data from quantitative data points. You can also use an AI survey maker that can make fast online surveys in a few clicks. This saves you time and helps you curate instant customer satisfaction surveys. 

5 Ways to Upgrade the Customer Feedback Software With Merren

Merren is an all round CX platform for the modern day marketer. You can collect actionable insights, capture the user experience across customer journeys, and get feedback analytics on the dashboard.

Instant survey template with AI

Thanks to artificial intelligence, marketers can curate faster survey templates on Merren. The AI Survey Builder lets you have an instant feedback survey. You can customize and personalize this questionnaire as per market research goals. You can also add in your own questions to our user-friendly feedback forms. Try out Merren’s AI Survey Builder here.

Multi-channel surveys for a high response rate

Modern day messenger based channels like WhatsApp survey forms Facebook messenger surveys, SMS/RCS is a major advantage. People in the United States spend at least 4 hours 30 minutes on their mobile devices. To get a high response rate, focus on inmoment survey channels. Using Merren, you can create your own WhatsApp surveys and Facebook messenger surveys in 5 minutes. Amplify new age digital channels to your advantage.

Use interactive platforms like dynamic email and chatbots

Dynamic emails are powered by Google AMP. Now you can create an email survey where respondents do not have to go to an external webpage. You can create user-friendly feedback forms with Merren’s interactive email surveys. Additionally, use web based chat bots and create your own targeted customer survey for people on your website.

Multilingual translation to collect customer data globally

Your global audience needs a customer feedback survey that they can relate to. Use Merren’s multilingual translation feature and translate survey questions in one click. Merren offers more than 100+ language translation This is accurate and free of manual errors. Customize your templates and watch your response rates soar.

Pricing models for growing businesses

Merren’s pricing caters to various structures of business. Any clients from a startup to an enterprise can reap the benefits of Merren. Check out our pricing plans here. Alternatively, clients can also opt for a 14 day free trial on our website without any credit card submissions. You can access Merren’s customer support to resolve issues or take you through the software’s function in a step-by-step manner.

How Does Merren Analyze Survey Responses?

Merren can capture respondent feedback in real-time on the dashboard. This includes demographic based segregation, work cloud and sentiment analysis, pie charts and more filters to choose from. All data collected on the dashboard is visible to the client. Ditch the traditional format of batch processing and switch to real time data analyzing methods.

Capture customer satisfaction metrics early

Satisfaction metrics like the net promoter score (NPS), customer satisfaction score (CSAT) and customer effort score (CES) are market standard metrics. They are helpful markers to close the feedback loop at the right time. Using Merren can help you create better CX protocols. Use our free templates and personalize it as per the goals of a research.

Create automated customer journey mapping

Merren can help you build a well defined mapping journey that can be automated at touchpoints. Capture people’s emotions, opinions and continuous feedback to improve products and services. Create your own retail feedback surveys that are ready to be published. Map a user journey at various touchpoints and map this user feedback to comprehend consumer behavior and preferences.

Multimedia survey responses are a game changer

People love to express themselves via various channels- be it on Google reviews of other social media platforms. Merren empowers customers to respond to customer feedback surveys using audio, video photos and voice notes. This makes the online feedback form more vivid and brings in media rich data. Merren is a robust customer feedback tool that can offer more than just online surveys.

Conclusion

Merren can cater to your CX needs. You can create your own feedback survey templates with our pre-designed templates. Be it a feedback survey for the hospitality industry or customer satisfaction questionnaires, we have it covered for you. Sign up for a 14 day free version and access multiple advanced features of Merren. Supercharge your customer experience protocols with the right tool.