How to Use Chatbots to Collect Customer Feedback (Without Boring Your Customers)

Surveys are not ideal for everyone to have enjoyment. Yet, getting feedback from clients is essential in order to enhance your products, business, or even services. What's the best way to do this?

Welcome and say hello to Whatsapp chatbots , your helpful, constantly online digital assistants, which can take customer feedback without disturbing your customers.

In this piece of content, we'll go over all you need to be aware of using chatbots for collecting feedback, specifically in platforms such as WhatsApp which is where individuals are actually are eager to communicate.

Let's get started.

Introduction to Chatbots for Customer Feedback

High Open Rates & Engagement

Imagine receiving real and honest comments from your clients and not begging them to submit a long questionnaire request form. This sounds fantastic, doesn't it?

This is the point at which chatbots are. Instead of sending out generic survey emails that land in junk mailers, you can now interact with clients in a short, engaging manner right in the places where they're using your services.

Why It Matters:

• Feedback methods that are traditional and ineffective.
• The people want quick, easy conversations and quick responses.
• Chatbots allow feedback to feel like a conversation with friends, not like a task.

What Are Chatbots and Their Role in Customer Feedback?

Let's first simplify the process.

Feature	Traditional Survey	Chatbot feedback
Delivery method	Email/ Web Forms	Whatsapp
Interaction Style	One-Way	Conversation In Two Directions
Completion Rates	Delayed	Typically Higher
Personalization	Basic	Highly Personalized
Response Time	Delayed	Real-Time
Automaton Possibilty	Limited	Fully Automated

Then, what's a Chatbot specifically?

WhatsApp messages are most likely to be read. In contrast to emails that go in a pile of Slack or are lost in junk mail, WhatsApp has an astonishing 98 per cent open rate as well as around 60 percent response rate, numbers that email marketers could only imagine.

Benefits of Using Chatbots for Customer Feedback

1⃣ Higher Engagement Rates

Surveys sent via email are often overlooked, especially in cases where they're long and impersonal. Chatbots can reach out to customers where they're mostly active on like WhatsApp.

The conversational questions are simple to reply to. This results in significantly higher rates of response. The majority of people are inclined to answer when it feels like a conversation rather than work.

2⃣ Real-Time Insights

The timing is crucial concerning feedback. Chatbots will automatically contact customers immediately after the customer has placed an order, called the support team, or has completed an order.

It means that you're collecting quick, instant responses and are typically more precise and thorough as opposed to delayed feedback. The feedback you receive is immediate rather than three days later, after they've had a chance to forget about the incident.

3⃣ Better User Experience

No one likes having to fill out a lengthy and irritating form.

Chatbots give users a comfortable, enjoyable interaction. They:

• You can ask just one question at a time.
• Let you quickly tap-based responses (like"Yes/No" (1-10).
• Respond to input from customers instantly.

It's more like having a conversation with a close friend instead of filling out surveys, and it makes a huge difference.

4⃣ Scalability

This is where chatbots can really show their muscle.

Chatbots can manage thousands or hundreds of conversations simultaneously all day, every day. It is not necessary to have an entire team of people to contact or send emails to each customer asking to get feedback. Bots can:

• Automatically send messages based on triggers.
• Sort and collect responses.
• Even escalate to a human if needed.

If you're in the business of a small company or an emerging startup, chatbots can grow alongside your needs

5⃣ Personalization

Chatbots can be customized so that they reflect your company's voice, or even change according to your customer's previous experience.

Examples:

• The repeat purchaser could receive the same greeting, "Welcome to return! Would you like to share your experiences?"
• The first-time user may receive an encouraging, comforting message that reads "We hope your first time went well, how did we do?"

Additionally, they can include customer names as well as order information and context, to make more personal and relevant dialogue, which will increase the likelihood that they'll react.

How to Set Up a Chatbot to Collect Feedback on WhatsApp

Are you prepared to tackle the real world? We'll show you how to build a chatbot that is specially designed for WhatsApp, One of the most used messaging platforms worldwide.

1⃣ Choose a Chatbot Platform

Select a chatbot builder program that is compatible with WhatsApp integration . A few of the most popular are:

• WAWCD
• Web Plus
• Wati
• Twilio
• Zoko

Be sure that it is compatible with feedback loops and automated.

2⃣ Get a WhatsApp Business API Access

Your bot can make and receive official messages via WhatsApp. The majority of chatbot platforms will help in setting up.

3⃣ Design the Feedback Flow

Imagine it as the conversation you would have. Be brief and concise.

Examples:

• Bot: "Hi! Thank you for the purchase. Mind if I ask a quick question?"
• Customer: "Sure."
• Bot: "On a scale of 1-10, how satisfied are you with your experience?"
• Customer: "8"
• Bot: "Thanks! Would you be able to share with us your thoughts on what you learned or ways we can improve?"

4⃣ Add Smart Logic

The bot will respond to the following questions:

• If the score is 9 or 10, "Awesome! Would you mind leaving us a comment?"
• If the score falls below 7 If the score is less than 7 "Sorry to listen! Do you want to talk with a person?"

5⃣ Connect to CRM and Google Sheets

Be sure that responses are recorded or added to your helpdesk or CRM, or Google Sheet for review.

6⃣ Test It Out

Test it out yourself, or do an experiment with a smaller group prior to going live.

7⃣ Launch and Monitor

Live stream, and keep in mind:

• Response Rates
• Drop-off locations
• The overall quality of feedback

Example Feedback Questions You Can Ask

Here are a few chatbot-friendly inquiries:

• "How would you rate your overall experience with us?"
• "What was the best part of your experience?"
• "Was there anything we could have done better?"
• "Would you recommend us to a friend?"
• "How easy was it to find what you were looking for?"

Make use of emojis as well as casual language to make it friendly. For example: " Got a sec to tell us how we did?"

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