How would you feel if you could receive feedback from your customers directly via WhatsApp? Taking into account that doing so will help you understand what they think of your products and services, how much they value the attention you provide, and any other relevant data that will help you better design your sales strategy.Is there a way to do this without being spam?A sort of Customer Satisfaction Survey Comes off like a glove.
Rather than meeting everyone’s needs exactly, the idea of ​​a survey is to listen to what they have to say about your business in order to improve or strengthen certain aspects. In the end we will know how well or how poorly we are doing.
What are WhatsApp surveys?
How would you feel if you could receive feedback from your customers directly via WhatsApp? Taking into account that doing so will help you understand what they think of your products and services, how much they value the attention you provide, and any other relevant data that will help you better design your sales strategy.Is there a way to do this without being spam?A sort of Customer Satisfaction Survey Comes off like a glove.
Rather than meeting everyone’s needs exactly, the idea of ​​a survey is to listen to what they have to say about your business in order to improve or strengthen certain aspects. In the end we will know how well or how poorly we are doing.
What are WhatsApp surveys?
In today’s digital world, one of the go-to apps used by more than 2 billion people is WhatsApp to chat with family and friends, to keep direct messages with colleagues at work or study, and to communicate with companies that adopt a business version as one of them communication channels.
A sort of Customer Satisfaction Survey WhatsApp is a tool designed to help companies understand users, their relationship with brands, and their satisfaction. It is usually designed in the form of questionnaires and tries to make them as interactive as possible.
But it’s not just storing data for analysis, but using it to draw conclusions that help you make decisions based on what your own customers actually want. That’s the main reason for conducting WhatsApp surveys: to design work plans based on real information about the people you’re most interested in.
Why send surveys via Whatsapp?
Since you know how important customer satisfaction surveys are to your business or business, you can also cover other aspects with them. For example:
higher response rate
Best of all, you can share your surveys with dozens of people with just a few clicks. After sharing, the chances of getting quick replies and comments are very high as many people have been following their WhatsApp.
flexible questionnaire
Another attractive aspect is its flexibility. You can create multiple question types any way you want; for example, a questionnaire could be a list or a grid, or if you wanted to identify more specific aspects, you could simply chat with them and send them custom questions.
You can also add images and emoji to make your quizzes interactive. Always make sure your questions are direct.
interaction
By asking each client for their perspective, you let them know they are important to you. If you’ve worked to increase public loyalty, Customer Satisfaction Survey Conducive to continued close contact.
Tips for creating a customer satisfaction survey on WhatsApp. Apply all!
Creating and configuring a customer satisfaction survey on WhatsApp is actually quite easy, however, certain aspects must be considered in order to make it effective and attractive.
#1 Define the Goals of the Survey
Before you start creating a survey, define its purpose. Which respondents do you want to reach? Do you want to learn about your audience, analyze a specific trend, collect feedback or glean some new ideas?
Once you know what your end goal is, your survey messages, questions, and distribution strategy will be easier to create and obviously more likely to increase your response rate.
#2 Ask Interactive Questions
Surveys are another form of communication between you and your customers, so treat each question as a direct conversation with them. This should be what inspires your writing style, visual aids, and any other settings you may include. The more relaxed and interesting the conversation, the more motivated your audience will be to answer questions.
#3 Make participation easy
If you want to further increase your response rate, consider the circumstances your audience might be in when they take the survey. Since we’re talking about applying it on WhatsApp, they’re likely using their phone (possibly distracted), so it’s easy for them to focus on your problem.
- Keep it short and easy to understand.
- Double check that you have covered all possible answer options.
- Avoid overlapping answer choices, they can be confusing.
- Allow users to suggest alternative answers if necessary.
#4 Use images
Quite simply, people generally love photos, videos, and images, which help them crystallize their ideas and give them context. Like marketing communications, the success of survey campaigns depends on user participation. In this case, images act as allies.
When used correctly, they can also help respondents understand the questions and answer options, which can improve the accuracy of the survey.
#5 Short
The number of questions you ask in the survey is entirely up to you. You can have a three-question survey, a 19-question survey, or anything in between.
It all depends on the type and level of information you want to gather, but remember: the more questions you ask, the fewer answers you get. In other words, if you want to successfully reach more users through WhatsApp, try to reduce your questions to 10 or less.
How to create a customer satisfaction survey on WhatsApp?
There are various ways to conduct satisfaction surveys on WhatsApp, here are some options for you to choose the one that best suits your requirements:
#1 Straight from WhatsApp
WhatsApp added surveys to its functionality last November, and it’s a viable option that can be applied individually or with our customers. These are the steps to follow:
- Enter the chat you want to send the survey to.
- Press the paperclip icon that appears at the bottom, next to the camera.
- Press the “Survey” option and define the questions you want to ask.
- You can add up to 11 answer choices.
#2 Using Chatbots in WhatsApp Business
This is the best option for creating automated and professional surveys. Creating a survey with a chatbot will give you good clues as to the direction you should follow. Also, it will create a dialogue and generate more interactions with your customers or users.
For this you have to install WhatsApp Business API or take help of CRM like What ticket.
#3 Using the WhatsApp Business Interactive API
As WhatsApp Business features have been developed and improved, the company has sought to improve the flow of conversations. Interactive messages are an example. Previously people could only send simple MMS or text messages. They can now send templates and recipients can reply with just one click.
Now, if you have this API, it will be much easier to conduct satisfaction surveys among your customers. If you choose this option, make sure you follow the rules for message templates, as they must be pre-approved.
#4 Forms, Apps, and More Options
We’ve mentioned the two most common options for creating WhatsApp surveys, but they’re obviously not the only ones. Here we show you others who can serve you:
- Google Sheets: If you don’t mind questions being closed and the same for all contacts, this is a simple and cheap idea.
- WhatsApp Voting Bot: This development will allow you to ask questions of your contacts over the web without having to register or download an app.
- Apps for creating WhatsApp surveys: They are pre-designed, so you only need to configure them. The most commonly used are Voliz and Pollie
Are you planning to exceed your customers’ expectations on WhatsApp?Take the initiative and do it with eeuu.ws
Fully understanding the customer’s perspective on our business will give us a clearer understanding of the direction we should take. The next step you should take is to further optimize your WhatsApp to improve customer service.
That’s where eeuu.ws comes in, a CRM that lets you centralize WhatsApp, Instagram Direct, and Facebook Messenger communications in one tray with the ability to manage chatbots in every area of ​​your business, including of course the strategy customer satisfaction survey.
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