Generative AI and Multi Channels surveys will be a game-changer in the field of customer feedback analysis. Chat GPT has created a whole new wave of using AI for one of the most productive processes- seeking information on any topic under the sun. This indicates that AI can also be used for customer feedback processes more efficiently. Many industries already use website chatbots and interactive bots on their applications. The use of AI to provide fast customer service has been ongoing. In this blog, we will discover how AI can enhance customer experience CX, gather consumer feedback and offer superfast response analytics.
What is Generative AI?
The field of Generative AI is captivating. It involves developing artificial intelligence systems that have the ability to produce fresh and innovative content, ranging from images and text to music and videos. These systems are programmed to acquire insights and traits from pre-existing data and subsequently utilize this knowledge to create distinct outputs.
Generative AI algorithms can learn from massive amounts of data and develop an understanding of the patterns and structures within it. They use this knowledge to generate new content that is similar in style and quality to the training data but is entirely original. It is all about creating intelligent systems that can learn from existing data and generate new content based on that learning. It’s like having an AI friend with a creative imagination, capable of producing new things that are both impressive and surprising.
What is Multi Channel Customer Feedback?
Multiple channels indicate that the consumers can get in touch with a business at any touchpoint- it can be social media sites of Twitter and Facebook, the company website, via emails or customer support phone numbers. At every interaction, the new customers form an opinion. To understand how they process these experiences, the customer support can deploy feedback surveys to capture user experiences and understand their pain points.
Benefits of multi-channel customer feedback
Multi-channel customer survey refers to the practice of gathering feedback from users across various communication channels, such as interactive email, phone, social listening via social media platforms, in-app surveys, and Whatsapp surveys. Here are some key benefits of using multi-channel respondent feedback systems:
High response rate
When marketers collect responses from channels that witness most footfalls, there will be a high response rate in the customer feedback surveys. Your audience will be active across touchpoints. If they contact the brand via email, it would make sense to share a satisfaction metric via a dynamic emailer. By accommodating their preferences, you encourage more consumers to participate, ultimately boosting your response rates and overall data quality.
Real-time responses
With multi-channel feedback, you can capture responses in real-time. The marketing team can detect unhappy customers and attend to them to close the customer feedback loop. Channels like social media or chat support allow the audience to share their thoughts and experiences immediately. This timely response enables you to address concerns promptly, resolve issues in a timely manner, and prevent potential escalations. Mediums such as live chat or a quick phone call is a great way to capture in-moment reviews.
Personalized customer interactions
When you gather feedback from different sources, you can segment respondents based on their preferences, demographics, or previous interactions. This segmentation helps you tailor your communications and responses to each respondent, creating a more personalized and meaningful experience. When a client shares a negative feedback, this can be analyzed by the support team and they can offer a feasible solution. The solutions are highly personalized based on specific expectations and requirements.
Focus on customer satisfaction and improvements
Be it various customer satisfaction metrics, adopting a dynamic medium to share NPS (net promoter score), CSAT and CES scales can help organisations understand the pulse of the market sooner. They can offer enhanced user experience across touchpoints. With a comprehensive understanding of consumer feedback, you can prioritize areas of improvement. Everything collectively will influence customer retention and customer success.
Generative AI can collect feedback and analyze them faster
One of the latest advancements in customer feedback is the use of generative AI. This technology can collect feedback from different sources, including social media and chat support, and analyze it faster than humans ever could. It can identify patterns, trends, and sentiments among consumers, allowing businesses to address issues immediately and upgrade overall customer experience. Here are some ways how generative AI will be a boon for team members:
Data collection
Generative AI can assist in the collection of customer feedback by automating the process of data gathering. By monitoring different sources including customer support channels, social media platforms, online reviews on Google/ websites, and surveys, relevant feedback data can be extracted. One can use the analytics to work on further product development and functionality, service protocols and upgrade current organisational roadmap.
Natural Language Processing (NLP)
Generative AI models can utilize NLP techniques to understand and interpret customer feedback. Generative AI is an advanced technology that has the ability to extract valuable insights from unstructured text data using complex algorithms like sentiment analysis, entity recognition, and topic modelling. By leveraging generative AI solutions, businesses can gain a competitive edge in the market by unlocking valuable insights that were previously hidden in unstructured data.
Categorization and tagging
Generative AI can automatically categorize and tag customer feedback based on various criteria, such as product features, customer sentiment, or specific issues. This helps in organizing and structuring the data, making it easier to analyze and identify patterns.
Patterns and trend analytics
Generative AI models can identify emerging trends and patterns in customer feedback over time. This facility is very real time in nature. Merren uses real time analysis to capture both quantitative data and qualitative feedback. By analyzing a large volume of feedback data, the system can recognize common themes, recurring issues, or evolving customer preferences, enabling businesses to proactively address them.
Integration with customer support systems
Generative AI has the potential to revolutionize customer support systems by streamlining the feedback analysis process. By integrating with existing support systems, it can automatically feed analyzed feedback into the system, significantly reducing response times for customers. This enables support agents to access relevant information and respond more effectively to customer queries or concerns. Overall, incorporating generative AI into customer support systems is a smart investment that can improve efficiency and enhance customer satisfaction.
CX Upgrade: faster data collection and high customer retention
Data drives decisions and decisions are data dependent. In order to create an effective customer feedback strategy, teams need the right tools that move swiftly. By leveraging AI technology, companies can tap into its potential to transform customer relationships and boost loyalty. One of the best practices involves using generative AI to analyze data and identify potential customers who are likely to churn. By employing predictive modeling, businesses can proactively engage with at-risk customers, offering personalized incentives or tailored solutions to prevent their departure.
Furthermore, generative AI enables companies to gather customer feedback on a larger scale and with greater accuracy, through automated sentiment analysis and natural language processing. This data-driven approach empowers organizations to gain valuable insights into user preferences, pain points, and expectations, facilitating the optimization of the customer journey. By leveraging AI to tailor experiences based on individual needs, businesses can create a more personalized and seamless journey, ultimately fostering customer loyalty. With AI-powered recommendations, personalized offers, and targeted communication, companies can enhance customer retention efforts, strengthen relationships, and drive long-term business growth.
The AI Survey Builder
Merren’s new feature is the AI Survey Builder that can generate instant survey templates. Clients can offer NPS surveys, interactive email surveys or run customer satisfaction scores across mediums. Generate your own AI survey which can also be customized and edited as per industry requirements. This takes away the cognitive load from the equation and expedites the feedback collection process.
Web based chat bot
Once you have created a survey via our robust AI survey builder, you can deploy it via a link to the medium of your choice- either a Whatsapp survey or via an SMS to the respondents. The functionality of this feature is superfast and highly in-context in nature.
Dynamic email surveys
Using Merren, clients can curate email surveys and launch it to email users to collect prompt feedback. This will be very useful since users can answer the AMP emails without going to a browser based system. AMP is a facility developed by Google. Due to its dynamic nature, marketers can collect instant feedback and have it swiftly analyzed by an AI on the dashboard. Clients can launch metrics of customer satisfaction survey, net promoter score or customer effort score surveys.
Whatsapp surveys and Facebook messenger
Messenger based mediums of Meta and Whatsapp survey is a powerful tool to collect in-moment consumer response and data. You can collect both close ended metrics or offer open ended questions. Whatsapp can collect data in audio, video, photo or text format and this feature makes it a robust tool to collect multimedia data.
Conclusion
With the advent of generative AI and multi channels, collecting and analyzing customer feedback has become faster and more efficient than ever before. This allows you to respond to customer needs in real-time and stay ahead of the competition. Embrace this technological innovation to break boundaries and keep your business at the forefront of customer satisfaction. Want to learn more about how generative AI can help your business? Sign up for a 14 day free trial with Merren and supercharge your customer feedback protocols with us.
