Customer satisfaction surveys play a fundamental role for companies that want to maintain a high level of customer service, since through this means they obtain knowledge about the customer experience, their needs and expectations that are of high value to companies.
Implementing this practice will allow companies to make decisions based on accurate information, align their strategies with customer needs and provide excellent service. What do we achieve with this? Strengthen the relationship with the public and drive business growth.
But, add to all that receiving direct feedback from your customers by WhatsApp, the main communication channel. Wouldn't that be perfect? In general, satisfaction surveys are seen as a burden by many users. However, by using WhatsApp, this process can become much more pleasant and accessible, since your customers are used to its friendly and easy-to-use interface. Yes, as you will see, WhatsApp can be a very powerful tool for this type of task.
So if you want to know How to make a survey on WhatsApp, the first thing you have to keep in mind is that There is a way to do this without becoming spam..
What are the main objectives of a customer satisfaction survey in my company?
A WhatsApp survey is a tool designed to help a company understand the relationship that customers have with the brand and their level of satisfaction. It is usually designed in the form of a questionnaire and, to ensure that it is answered, we try to make it as interactive and brief as possible.
Obtaining this data will help you draw conclusions that will help you make decisions based on real needs. Therefore, customer satisfaction surveys should aim to:
– Detect sales obstacles
– Take suggestions to enhance my product or service
– Knowing customer complaints
– Build consumer loyalty
– Discover new customers and market niches
Advantages of surveys on WhatsApp
The main benefits of a WhatsApp survey are:
Immediacy: A WhatsApp survey arrives instantly and can be answered immediately. Having that information at the moment allows you to react and resolve in record time.
Read and open rate: People read almost every message they receive on WhatsApp. The added benefit is that with WhatsApp Business, you can measure these rates.
Interactivity: Chatbots available through the WhatsApp Business API They allow surveys to be conducted in conversational mode that provide more accurate data than one-way surveys.
Use Wittysuite and WhatsApp's new Flows feature for more interactive surveys
With the new functionality of flows With WhatsApp surveys, available in tools such as Wittysuite, the user experience (UX) in your surveys improves substantially. You can now create fully integrated conversational flows within WhatsApp, offering a fluid and natural experience for your users. These surveys are presented as an interactive conversation, with clear questions and dynamic answers that automatically adapt based on the user's choices.
Not only does this make the process more intuitive, it also encourages higher engagement and response rates. Additionally, the ability to personalize messages and add conditional logic ensures that each user receives a relevant and personalized survey, improving both the experience and the quality of the data collected. With Wittysuite, you can make the most of this functionality, designing professional surveys and optimizing real-time interaction, just like our client KIA Motors did:
Why are satisfaction surveys important for companies?
Identification of strengths and areas for improvement
These studies allow us to detect the aspects that satisfy and attract customers, but they also reveal areas where improvements can be made. A highly valuable point for the success of companies.
Improving the quality of customer service
By collecting customer feedback, businesses can identify service failures and take action to resolve them quickly and effectively. The result? An improvement in the quality of service provided.
Growth in customer loyalty
When a company shows interest in its customers' opinions and acts accordingly, they feel valued and are more likely to become loyal customers. Surveys help strengthen this relationship.
Competitive advantage
Companies that understand the importance of customer satisfaction gain a significant competitive advantage. Understanding customers and acting on their preferences and needs will earn their trust and build a strong, lasting reputation.
Understanding correctly what customers think about our company will give us a clearer vision of the path to take. WhatsApp satisfaction surveys shed light on this aspect, facilitating the process and providing accurate and invaluable information.
