A customer feedback tool is only useful if you get your customers to participate.  Everything else is a strain on time and resources. Being passionate about collecting information and analyzing them, we understand your pain.
If there is one metric that we would recommend to measure whether your customer feedback tool works, it would be the response rate i.e., what percent of those who were requested for the feedback, actually responded. A solid response rate also depends on some factors- these factors will define the course of action each organization will take. In the market where customer is king, we are all feedback dependent.
We have taken the responsibility to amplify your customer feedback game.  We have the tools that will make your respondents readily share their feedback with you.

1. Uses Popular Messaging Apps

Facebook Messenger has 138 million users in the US alone as of a June 2022 data. The Messenger app is extensively used among professionals for communicating.
Merren’s customer feedback tool makes is easier for your respondents to share their responses faster. You can easily create surveys on our platform and launch them via Facebook Messenger or Whatsapp.

2. Creates conversational surveys

We understand that a business tone may make you seem formal but we have to be in the shoes of the customer. Would your customer prefer to fill in a form or have a conversation?
The surveys that have friendly, easy-to-understand, conversational tone will solicit genuine responses. This will make your customer feedback collection process seem more human. Merren makes this possible throughout.

3. Allows data collection in multiple format

Messaging apps like Facebook Messenger and WhatsApp support rich media formats. Merren leverages this strength of the messaging apps and makes collection of feedback in any format simple for the customers.
This means that the brands can send their question in form of videos, audio, images apart from plain text. This becomes very useful when they must collect feedback on an audio-visual stimulus like an advertisement or a concept.
Similarly, the customers can answer the brand survey in text, or send an audio or video as a response. Brands can collect video on reviews, unboxing, product usage and more, in a way that the customer already knows and understands.
What about collecting PDFs? With Merren, that is possible too.

4. No learning curve for the customers

For any data collection platform, the biggest hurdle is the time and effort that a customer needs to learn it. If users find that the feedback process requires a lot of effort, the whole process would fail and customers would just not respond.

Platforms such as Whatsapp and Messenger are used frequently and hence are very familiar to the users. In other words, they have no learning curve, even when asking for feedback (especially when asking for videos or images).
Merren automatically uses buttons and list, where possible, to make it simpler for the customers to respond.

5. Seamless, automated, multilingual survey creation

Language can be a barrier when collecting consumer feedback. If your customer cannot adequately comprehend the question, the response would not be useful.
Messenger apps have in-built multi-language facility. Merren goes a step further and lets you automatically translate your surveys in multiple languages. No manual cutting and pasting required.

6. In-context customer feedback collection

The key strength of the messaging apps is that they are always-on. No matter what the customers are doing or where they are, the messaging apps are always just a swipe away.
The best feedback is collected when the customer just transacted with you. At this point, the experience is still fresh in the memory. Merren allows you to capture data at the time and place of the transaction.

7. Map customer journey through automated, CRM driven data collection

Collecting feedback from multiple customers at all store locations, immediately post the interaction can be challenging. Merren can be integrated with your CRM to automatically push out the survey across the customer journey. This also enables you to identify the areas of strengths and weakness in customer experience across customer touch-points.

8. Analyzing large amount of data in a click

Collecting data is one task and analyzing is another. Merren eases the work by analyzing the data in real-time. The collected data is pre segregated and easy to divide as per demographics, time, and metrics (from CRM or collected during the survey). Raw data can also be downloaded and ingested into your favorite BI tool.

9. White Label Your surveys with custom branding

Our webhook integration allows brands to white label survey links before deploying them to the respondents.

10. Automate survey deployment

Thanks to our Zapier integration, Merren replaces the need for manual deployment. On entry of new data from respondents, a survey can be shared automatically.

11. Simple to use for a single user or large teams

Creating a survey seems like a massive task. The messenger survey software makes it easy for any user! Organizations can use from a variety of questions and customize it as per their demographics and local language. Merren makes it easy to edit, test-deploy, publish surveys and analyze feedback data from the customers.

To check out all of the above features in real time, try our 14 day trial today and see how Merren can accelerate your data collection method.