Basic survey chatbot on WhatsApp
How to use a WhatsApp chatbot to get feedback from your customers and improve your company’s processes.
THE CHALLENGE
Whether you have a retail e-commerce, a travel agency, a hotel or a pet store, it is important to know the opinions of your customers.
Because…
Who better than your customer to tell you how their experience was and what they think could have gone better?
Your customers’ opinions are the best tool you have at your disposal to know what you can improve and what you should keep.
However, getting them can be tricky. Traditional channels don’t always work, and if it doesn’t come at the right time your customers are unlikely to complete it.
That’s why it’s important that you use channels your customers are already on and that it’s not too long. It is also a good idea to make it a bit dynamic so that it is not a tedious task.
The problem
Let’s take an example.
Imagine you have a travel agency and you want to know how your clients’ experience was during their trip.
For this you send them an e-mail survey once they return from their trip in which you ask them about your service, the hotel, the activities, etc.
However, the opening rate of the e-mails is very low (20% at best), so very few people read it. In addition, the click-through rate also leaves much to be desired (2-4%), so of the few who open your e-mail, even fewer click on the link that takes them to the survey.
In addition, since the survey is in form format, it is boring and tedious for your customers, so many do not complete it.
Seeing these results, you decide to look for another way to get your customers’ opinions.
THE SOLUTION
Moreover, as you can give personality to your chatbot, filling out a survey will no longer be boring and tedious, but they will feel like they are chatting with a friend.
Another advantage is WhatsApp’s high open rate of 98%, and since they don’t have to leave the conversation to complete the survey, they are more likely to do it.
Los resultados
80%
20%
Survey response rate with chatbot
52%
Of people don’t want to spend more than 3 minutes answering a survey
98%
WhatsApp open rate
60%
WhatsApp click-through rate
Good practices
To activate this chatbot you must send a push notification or a template message with a button. Remember to ask your customer if they want to help you by completing the survey, don’t just send them the first question.
It is also a good idea to make it dynamic and conversational so that your customers feel that it is a conversation and not just filling out a form.
Give a natural tone to your chatbot and use emojis to make your messages more engaging.
Conclusions
Now you know how to collect customer feedback on their favorite channel in a more dynamic way than a form on the website.
By knowing the opinions of your customers you will be able to improve the processes that need it and you will know which ones are working well.
Don’t wait any longer and start doing your surveys on WhatsApp.
