Customer engagement provides a host of critical information about their experiences with the brand. To curate better solutions, improve customer service, and retain brand loyalty, you need the right customer feedback tool. In this blog post, we will explore how to capture user experience and why Merren is a robust platform for the modern day marketer.
What Does Customer Feedback Mean?
Customer feedback is a communication from the customer to an organisation’s customer support team. It could be in a verbal or a written format expressing happiness or disapproval towards certain products or services. During the customer feedback collection process, people can express their emotions based on their experiences. The user reviews, complaints or testimonials can either be solicited or unsolicited feedback.
How can customers give feedback?
There are many ways for people to share their thoughts and preferences with organisations. It can either be offline or online. Offline mediums use pen-and-paper survey questionnaires or telephonic conversation between a user and a customer service team. Online mediums use website help desk, mobile app, website chat bots, email customer surveys and social media platforms to collect customer feedback. You can also use messenger based feedback platforms to get a high response rate.
What are customer satisfaction metrics?
Customer satisfaction metrics are the measurement of the level of satisfaction by a potential customer, a user or a patron. Businesses use these measurements to understand the level of happiness or grievance towards certain products or services. These metrics could be 5-point or 7-point metrics, additionally they can also detect detractors, passives or promoters or a brand.
What are the 5 satisfaction metrics?
There are four common metrics that organisations often use while conducting satisfaction and experience management. These are NPS or net promoter score, CSAT score or customer satisfaction score, CES or customer effort score, churn rate and CLV or customer lifetime value. Additionally, brands on online platforms also track user feedback via social media conversations and mentions. This is an efficient way to keep track of online conversations, upkeep reputation and build long term relationships.
Introduction to Merren: A Superfast Customer Feedback Tool
Merren is a robust CX and customer feedback management platform that brings response rate at superfast speed. Merren uses messenger based platforms of WhatsApp surveys, Facebook messenger surveys, AMP email surveys and website chatbot surveys, and RCS/ SMS surveys.
How does Merren work?
Merren is a multi-channel feedback tool for enterprise or small businesses alike. A modern day marketer does not need to have any programming or coding experience with our easy-to-use interface. Using Merren, clients can create their own feedback forms with our pre-designed survey templates. Build your own pre-designed satisfaction metrics and demo test them on multi-channel platforms.. With Merren, clients can also build a customized customer journey mapping and track real time customer insights and preferences.
Is Merren the best free online survey maker?
Merren offers a free plan with many features for a marketer. You can use these features, test it out and run online surveys on multiple survey channels. Create free online polls on WhatsApp surveys, Facebook messenger polls and dynamic AMP email campaigns. You can also create free online surveys with pre-designed survey templates using Merren’s facilities.
Merren: A Robust Customer Feedback Platform
A customer-centric business needs the best customer feedback software. People are highly interactive when it comes to sharing thoughts, opinions and experiences on multiple digital channels. Gathering feedback data in real time, assessing it and curating customized communication can reinforce brand loyalty. Here are the multiple features of Merren that can equip marketing professionals to collect data and understand customer behavior and preferences.
1. Trigger targeted surveys on multi-channels
If you want to capture the authentic voice of your customers, opt for multichannel platforms and reach out to people on their most active mediums. This can increase response rate further and help you switch away from traditional survey collection methods. Brands can use mediums of chatbot surveys (for website feedback), AMP email surveys, social media platforms, messenger applications of Facebook messenger, WhatsApp messenger and SMS/RCS. Leverage the power of various survey channels and capture genuine user interactions.
2. Collect Real-time survey data
Do you fancy a swift action on customer inputs? Then real time data analysis is the way to go! Using Merren’s trend analysis, clients can get visual feedback over the CX dashboard. You can filter the responses via graphs, charts, pie charts based on filters and demographics. Understand user sentiments in real time and empower organisations to close feedback loops at the earliest. This can also prevent any botch in online reputation and reinforce brand loyalty.
3. Third-party integration and CRM tools
Keep your customer data centralized with seamless integrations. Every data analyzed on our platform can be fed into your preferred BI user feedback tool or other advanced data analysis tools for detailed reports and charts. We have Zapier, Xoxoday and Moengage integrations to make the experience seamless for both marketers and consumers.
4. Seek multimedia feedback from respondents
With Merren, you can bring rich media responses for in-depth analysis. People can share responses in the form of audio, video, text or voice notes too! Using WhatsApp messenger surveys and Facebook messenger surveys to bring user feedback, you can now assess rich media responses on your dashboard. The consumer service team can make better analysis of open-ended feedback from every individual respondent.
5. Word cloud and text analysis facility
Word cloud insight is a great way to capture the emotions of people. There are specific words mapped on a graph that can denote a positive or negative experience. The Merren dashboard can segregate words from feedback surveys for sentiment analysis. Text analytics and mapping words from open-ended feedback questionnaires can allow the customer service team to understand respondent sentiments.
6. Create surveys with standard satisfaction metrics
If you are looking for a comprehensive view of sentiment analysis, you can use Merren to launch measurement metrics to collect this primary data. Customize Net Promoter Score, CSAT surveys, or (CES) Customer Effort Score metrics as per your business goals. Track website feedback, customer happiness metrics, detect detractors and drive better customer experience with the right tool.
7. No programming skills needed for any marketer
Merren is easy to use for every marketing professional thanks to the simple UI navigations. Marketers can customize their own questionnaires with our 200 pre-designed questionnaire templates. They can demo test their surveys before launching it to the target respondents. You can capture authentic responses at multiple touchpoints using these easy-to-use tools. Edit, customize and analyze the data collection on the dashboard. Replicate any survey, use the automatic multilingual facility and publish it for the right audience.
8. Complex data analysis available on dashboard
If organisations want to offer seamless buyer experience for their audience, you will need a smart tool for respondent feedback analysis. The Merren dashboard collects real-time responses, analyses it as per demographics and segregates it for easy comprehension. You can check individual responses per question, drive growth based on data and spot gaps between individual responses and group evaluation.
9. Launch satisfaction feedback surveys all automated
We believe in keeping the manual away from the equation and switch to automating feedback systems. Skip away from the traditional format of batch processing responses. Instantly trigger surveys with our Zapier integration and view responses on the dashboard right as they come. This makes it easier and faster for the service helpline team to cater to respondents and offer feasible solutions. This is the era for personalized assistance and reinforcing customer-centric culture.
10. Multilingual surveys reach your target respondents
With our Google APIs, Merren offers 100+ language translation for your customer feedback surveys. Translation broadens the capacity for a marketing professional to understand user behavior and customer loyalty across geographies and time zones. Easily convert every survey into a specific language for your target respondents. This eliminates manual translation errors and you get a well designed questionnaire. Let no language barrier come in between you and customer feedback data.
11. Demo test before launching feedback surveys
A well curated market research needs a lot of background work. We make this easy for you. Demo test and deploy your questionnaire on various platforms before publishing any campaigns or feedback polls. Our surveys are compatible on mobile phones (both android and iOS).
12. Create survey incentives and rewards to motivate people
Survey rewards can be in the form of coupon codes, cashbacks, loyalty cards or monetary incentives depending on the target audience. Using our Xoxoday integration, marketing professionals can create survey incentives and rewards to encourage people to share their candid responses. This can increase response rate and enable you to capture the authentic voice of your customers.
AI Integration in A Customer Feedback Tool
Artificial Intelligence has done a world of good for new age marketers. You can now elevate CX with generative AI which is fast, accurate and affordable. The current customer feedback tools need to collaborate with AI facilities to bring superfast data analysis to the dashboard. Merren has got you covered.
What is an AI survey tool?
Artificial intelligence enables you to flawlessly create a custom made survey or a questionnaire without manual hassle. These surveys can be time-saving, automated and personalized for a higher response rate. Any professional marketer can generate survey questions with this AI question generator.
How to create free instant AI customer feedback surveys online?
Artificial intelligence has now made it easy for marketing professionals to rely more on AI and avoid manual based errors. You can use Merren’s AI survey builder to create a fast and instant questionnaire for your surveys. This professional questionnaire can be customized as per marketing goals and targeted campaigns.
AI Survey Builder by Merren
Merren has a free AI survey generator online for the modern day marketer. Survey design process is overwhelming. However, you need to capture actionable insights to add to it. There are easier ways to do this. Use our AI Survey Builder to build a fast, instant and a free customer feedback survey. This facility is at your fingertips. The AI-powered survey makes creating custom questionnaires a breeze. You can select the number of questions, objective, category, brand and desired scales with minimal clicks. The entire process is user-friendly. So you can focus on what matters the most- actionable insights and high response rate that will help you scale your business. Steer clear of tedious manual survey creation and welcome better data with Merren’s AI-powered survey generator.
AI-powered solutions for data analysis
Respondent feedback data can become complex. This is where artificial intelligence will step in to make it digestible for a modern day marketing professional. With the help of generative AI, we can make customer support more intuitive with AI powered data analysis. It is time to maximize efficiency at every stage of journey mapping campaigns, and track metrics that truly matter.
Consumer data can be complex to assess right off the bat. Using artificial intelligence, can simplify this process. AI-driven customer feedback analysis can give you faster insights to make problem-solving decisions swiftly. Identify pain points, conduct sentiment analysis and comprehend drivers to solve problems of your CX teams. With Merren, it is time to switch from text analysis and manual analysis to AI feedback analysis systems.
Conclusion
Create your very own WhatsApp survey and Facebook messenger survey and customize it for your industry today. Merren is simple to use, easy to operate and brings actionable in-depth insights to the table. Make data-driven customer-centric decisions that drive business growth. Supercharge your customer feedback tool with Merren’s customer experience management solutions.
Sign up for a 14 day free trial here and supercharge the way you gather customer feedback. Create instant free surveys with our AI Survey Builder here. If you want to upgrade from our free version, check out the paid plans for advanced features here. Create your own custom surveys and track responses on the live CX dashboard today. To access additional features, view our pricing plans here. You can choose from a basic plan to advanced features depending on your personal requirements. Use the best customer feedback tool for business and supercharge your CX, the new age way.