Customers are willing to offer feedback. The downside is that organisations are opting for traditional methods of seeking responses. Web browser based responses and external links have prevented patrons from offering genuine responses. Due to this traditional method, organisations are letting go plenty of genuine feedback out of the window. Whatsapp and Facebook messenger surveys have a user base of around 3+ billion. People exchange thousands of messages on a daily basis. While these apps are highly accessible, it definitely makes sense to use the right medium to make data-driven decisions. In this blog, we will list out the advantages of creating Whatsapp polls and customer feedback surveys for business.
Obtaining a high response rate via meaningful surveys
To truly understand what people think of your brand, service and experience, marketers need to capture important metrics at an important part of the customer journey. Metrics such as customer satisfaction score CSAT, customer effort score CES and NPS or net promoter score become an important part of the customer feedback process. Currently there are 2.7 billion active users on Whatsapp globally, whereas 141+ million users utilize Facebook messenger to communicate with people on a daily basis.
Benefits of using Whatsapp and Facebook Messenger
Meta messenger application and Whatsapp business are used on a daily basis. While people walk around with their smartphones, it would make sense to capture direct customer feedback via these real time channels. Here are some of the most important advantages of using messenger applications and the reasons for their high success rate.
People are constantly on their mobile devices
In traditional browser based surveys, people have to cross multiple barriers to respond to a survey. Whatsapp can be easily accessible via phone or on the desktop or laptop via Whatsapp web. While people use the instant messaging channel multiple times a day, marketers can capture fresh interactions via these channels.
No hazy insights with a real time app
The best time to capture feedback is during the moment of the interaction. This can happen after a transaction, during a purchase or onboarding process. This gives fresh insights and responses from people. This can help organisations understand their needs and requirement gaps. Additionally, marketers can get fresh insights on the dashboard collected over the entire campaign’s timeline.
Multimedia brings rich media data
People love to chat with their friends. While doing so, many users utilize stickers, gifs, voice calls, video calls, video messages and voice notes. If marketers are looking for an open-ended insight from their customer base, seeking feedback via voice, photo, documents and video is a win-win. Thanks to the private messaging platform, clients can capture a customer’s daily moments via digital diaries too.
Privacy with end-to-end encryption
Whatsapp users can enjoy a secure connection with end-to-end encryption for personal messages and logins via the web client (on laptops and desktops). In this manner, customers can easily respond to customer feedback surveys on any medium be it a phone or a desktop. This a huge advantage for marketers since organisations can assure customers of privacy and user data being kept only for internal assessments.
Multilingual feature with Google APIS
Clients can choose from 100+ languages while creating a customer feedback survey. While Whatsapp has been a free messaging platform, people exchange millions of messages on a daily basis. Using Merren, clients can translate their questionnaires and capture feedback in multiple formats (gif updates, video feedback and voice message, text based responses, Whatsapp polls etc).
Compatible for android and iPhone
Clients can create Whatsapp surveys in less than 5 minutes and build their own Facebook messenger surveys with Merren. It is really simple and compatible across devices like iPad and mobile phones. Be it IOS or android, Merren customer feedback surveys can capture genuine and fast responses from respondents right where they are.
Create a Free Survey on Whatsapp and Facebook Messenger
Sign up for a 14 day free trial and run a free Whatsapp poll and customer satisfaction survey with Merren’s tools. You can also create Whastapp polls to capture satisfaction metrics and understand your audience better. You can also build your own AMP email surveys with our templates. If you want an upgrade on the features or purchase a subscription fee, check our pricing plans here.
