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 social media and messenger 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. However as per Statista, the number of people using the Facebook messenger app has crossed 16 million users.
What are Facebook Messenger Surveys?
Facebook Messenger surveys are a medium of collecting customer feedback from your target respondents. You can create a Facebook poll, create customer satisfaction surveys and share it with your target respondents. Messenger based surveys also include WhatsApp messenger surveys. These are mediums that allow people to offer in-the-moment responses on customer feedback surveys. Brands can use Facebook messenger surveys and WhatsApp surveys for short market research purposes, conducting post purchase surveys or for capturing experiences across the customer journeys.
7 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.
1. 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. Marketers can launch a simple survey via Facebook messenger surveys and get busy professionals to respond inmoment.
2. No hazy insights with a real time app:
The best time to capture feedback is in 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.
3. 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 platforms, clients can capture a customer’s daily moments via digital diaries. This allows organisations to gauge into the authentic experiences of people while they use products and services.
4. 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.
5. 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).
6. Compatible for desktop app, 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.
7. Conversational survey templates for faster response rate:
Conversational survey templates bring more results and responses since they are relatable and friendly over a text. People would typically ignore a corporate tone and style of messaging (think about looking stiff over a text). Conversational tone of seeking responses allow people to offer candid survey responses.
10X your response rate with Messenger Survey apps
The biggest benefit of Facebook messenger surveys and WhatsApp surveys is its high response rate. This is higher than the industry average from traditional methods of surveys. Traditional methods include static email surveys and link based surveys. These links get directed into an external browser. By the time the customer offers their responses, it could be too late. Most of our emails land up in spam or get unread due to a plethora of emails in our inbox. Traditional methods do not yield response rates as required.
In-app feedback , interactive website chatbot feedback and AMP emails are now a better alternative. Chatbots have a massive ability to collect complex customer data. They can work around the clock without any manual intervention. In-app feedback includes instant responses after a certain transaction or to capture inmoment purchase experience. Ecommerce and food delivery applications use plenty of in-app feedback to get fast and a high response rate.
Conclusion
Organizations can create goal oriented customer feedback surveys and collect survey responses on the dashboard. Messenger based mobile apps are compatible with various cell devices. This is a massive advantage considering that responses make up for a large part of a brand’s marketing strategy. You can create your own Facebook poll over the messenger survey as well. However, if you would like to switch it up, you can conduct surveys using Merren’s chatbot surveys. A chat bot is a medium that can collect massive amount of data.
The current generation of millennials and Gen Z lean on to the social media platform to conduct their own search when it comes to purchasing products and services. They are also influenced by other digital creators or influencers across Instagram, websites and Facebook pages. This makes it even more important to harness the power of messenger based apps to collect faster responses and feedback from these target audiences who are more tech savvy.
If you want to create your own Facebook messenger survey, click on this step-by-step guide. However you can create an instant survey questionnaire using our AI survey builder. You can customize the survey template by adding a goal oriented set of qualitative and quantitative question templates.
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 WhatsApp polls to capture satisfaction metrics. 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.