As an organisation, we are evidently aware that customer feedback is crucial for the success of your business. It enables you to understand what your customers like or dislike about your product or service, and how you can improve to meet their needs.
At Merren, we understand the importance of effective customer feedback management. Our platform allows you to gather customer feedback at a super fast speed, assess the response rates real-time , enabling you to make informed decisions that positively impact your business.
With Merren, you can easily track customer sentiment and identify any patterns in feedback. This helps you to quickly address any issues that may arise, improving customer satisfaction in the long run.
Collecting Customer Feedback with Merren
Merren is a robust platform that offers various facilities to gather and use customer feedback to create refined marketing strategies. Marketers can easily curate customized templates that can be easily distributed via various channels. These channels include Whatsapp , Facebook messenger and dynamic emails.
Whatsapp and Meta messenger
Messenger based mediums of Whatsapp and Facebook are very real time in nature. The customer support team can easily compile pre designed templates and share the survey with the customer base at certain touchpoints. Before finalizing on the medium of sharing feedback surveys, one must note that a messenger based medium is a great way to collect prompt feedback. The reason being is that these applications are widely and constantly in use among your customer base. So using the facility of Whatsapp surveys is a great way to ensure that you have a high response rate on your dashboard. Be it collecting a net promoter score survey or seeking response on the CSAT score, Whatsapp surveys and Facebook messenger can augment your research protocols.
Dynamic and interactive email
Merren uses AMP email facility to seek both qualitative feedback and quantitative data. Email surveys have been used for a very long time. Using the AMP feature, you can build your own customer feedback surveys using our pre designed templates. AMP simply means an accelerated mobile platform feature that was developed by Google to prevent people from going out into an external browser. You can develop your own product feedback survey and deploy it via email to the relevant audience. All tools on our dashboard can equip you to create a sound marketing strategy.
Web based chat bot
A chatbot is also a good way to collect customer feedback from your audience. When you use customer management tools by Merren, the data collection is efficient, faster than usual and all compiled data is visible on the dashboard. Even when it comes to in-app surveys, the chat bots are equipped to collect swift responses. This includes data from customer satisfaction score and net promoter score. The compiled data can be segregated on the dashboard on the basis of certain filters. These filters include demographic segregations, trends and patterns, rating levels and word clouds etc. One can also deploy the web based chat bot after a live chat interaction with a customer service executive.
Templates and multimedia data
Using templates can eliminate a lot of the cognitive pressure. These templates are pre tested and designed in a way that can bring swift response rates. Additionally, the templates are also conversational in nature which will not intimidate your audience. While curating a feedback questionnaire, you can choose from a list of pre-existing templates provided on the dashboard. Templates make it easier to create surveys with a click of a button. All the cognitive heavy lifting has already been done in advance. One can also customize templates as per the industry requirements.
On the other hand, multimedia is an important metric. Why you may ask? People are multidimensional in nature. They might want to express by means of an audio, video, photos or merely a text based format. It is important to open the option of multimedia when it comes to gathering valuable consumer data. Multi media format is the best way to bring rich media data for extensive analysis.
At the end of the day, the choice is yours- a template based survey or a customized protocol. With Merren, you can freely collect rich media data without the worries of storage capacity.
Customer Feedback Management- upgrade your CX protocol
Merren has built robust tools and constantly uses the latest technology to make experiences seamless. It is crucial to gather consumer data at various touchpoints. One should note that the people are active round the clock and across the globe. When companies adopt social listening, it becomes important to stay active on social media sites such as Twitter and Facebook. There may be unhappy customers who air their grievances that can grab many potential eyeballs. Hence it becomes crucial to focus on the overall customer experience across mediums. To close a feedback loop, speed is a primary factor. Post interactions, launch feedback forms to understand if the organisation could successfully provide a feasible closure to the raised pain points.
To make the entire user experience seamless in the customer journey, speed is the key. Merren provides speed using fast and real time mediums. With trends and pattern analysis, one can view live data every day updated by the hour. This is important so that you can pinpoint detractors and provide them with instant support. Your customer success depends on how swiftly you can close the feedback loop and gain customer loyalty in the long run.
A robust dashboard for the busy organisation
It can get overwhelming when you have to attend to multiple touchpoints, understand how you can push surveys and collect every response data. Merren can help you manage large masses of data with our developed facilities. Let us say, a user has dropped a positive rating on the 5 point customer satisfaction scale. The rating scales will also come with open-ended questions. This gives a space for the user to share their experience in detail. The opinions will be mapped on the word cloud and you can view the word associations to your product or service. Alongside this, using specific integration provided by Merren, you can comprehend the rating data and engage with positive reviews by sharing discount coupons and loyalty points with potential customers.
Merren gives you an option to download raw data and responses which you can import to your BI tools for extensive analysis. With the help of our platform facilities , you can build a customer feedback strategy that will give you in-moment responses, which in turn can help organisations focus on continuous development. When you adopt newer technologies , you can add new features to your repository- that will make a customer journey seamless in the long run.
Trends and pattern analysis
Trends and pattern analysis is a feature that can give you prompt insights into the minds of your consumers. The moment of truth data is a powerful way to retain loyal customers and welcome new customers to the ecosystem. Having a real-time feature, organistions currently need not wait to close the feedback loop. While your survey will be active for a specific period of time, the dashboard on trend analysis will be updated on an hourly and a daily basis. At the end of the campaign, you can get an overview of every response gathered on the dashboard. This information can be compiled and downloaded for future analysis. Identifying patterns right as they happen, is a good way to intervene during conflicted situations (a negative feedback or a low rating score). Consumers can understand if businesses really care about their opinions. This goes a long way in increasing your customer retention metrics.
Customer feedback management is ultimately a sum of how you collect the response rates, how frequently you analyze information and how fast your team members can tackle any type of feedback.
Automate triggers in your roadmap
Launch a hands free survey for your audience. Using our zapier integration, you can decide on the triggers that will launch the feedback surveys directly in your audience’s devices. Ensure that the forms are compatible across devices by demo testing them prior to the campaign. Sharing customer surveys instantly will ensure high response rates and every information will be visible across the dashboard- even when you want to view it as trends and patterns analysis.
The AI Survey Builder
Merren’s AI Survey Builder is a new feature on the website. Using this questionnaire builder, you can leave the manual off of the equation. We understand what building a feedback form, from the start, can be an ordeal. This AI Survey Builder is an efficient way to instantly create a questionnaire. You can edit this form and add your own custom templates.
Choose your metrics- CSAT, NPS, CES
You easily develop your own quantitative data using our survey builder. Create fast customer effort score form, or customer satisfaction form using this technology. With a click of a button, you have a ready-to-go template that can be deployed across mediums of Whatsapp surveys or dynamic emailers. With the freedom to create, choose and customize, a marketer need not worry about the nitty gritties of collecting user data with tedious methods. We highly recommend that when you build your own questionnaires, demo test the forms or share it or conduct a pilot test before you deploy it on a large scale.
We understand that the effort that goes into building the perfect customer feedback management systems can be time consuming. Merren can streamline this process for any organisation- be it FMCG, finance and banking, television and media or health and beauty to name a few.
Conclusion
An effective customer feedback management protocol demands robust and well equipped systems. Our team is here to assist you with the entire program. We have enterprise based solutions that businesses can use. Let your customer feedback management be seamless, worry free and efficient. To learn how Merren can augment your customer feedback management processes, sign up for a 14 day free trial.
