Send Customer Feedback Survey With WhatsApp?

WhatsApp has become a ubiquitous communication platform that businesses can use to engage with their customers. The messaging app has over 2 billion monthly active users, making it a prime channel for customer feedback and surveys.

In this article, we'll discuss how businesses can use WhatsApp for customer feedback and surveys.

Send Customer Feedback Surveys with WARocket

The rocketsend.io Chrome extension offers businesses a powerful tool for enhancing their use of WhatsApp for customer engagement. This extension provides a range of advanced features that can improve communication efficiency and effectiveness with their customers or clients.

One of the standout features of rocketsend.io is its Upload CSV function, which allows businesses to easily send WhatsApp messages to their entire contact list. With this feature, businesses can upload a CSV file containing all the necessary contact information, ensuring that no one is left out of their message distribution. By streamlining the communication process in this way, businesses can save valuable time and improve the effectiveness of their customer engagement activities, especially in soliciting feedback from the client base.

To send WhatsApp messages directly from a CSV file, businesses need to install the rocketsend.io Chrome extension. This extension is a powerful tool that enhances the functionality of WhatsApp and enables businesses to take advantage of advanced features such as the ability to upload CSV files containing contact information.

Step #1: To install the rocketsend.io Chrome extension, businesses can visit the rocketsend.io website and add the extension to their Chrome browser. This process is simple and straightforward, and once the extension is installed, businesses can begin using WhatsApp for marketing purposes more effectively.

The screenshot shows the home page where you can download the WARocket extension.

After adding the extension to your Chrome browser, head to your WhatsApp Web. The rocketsend.io pane will appear on the upper right corner of the page.

The screenshot shows the popup for WARocket.

‍Step #2: Prepare the list of customers you want to send the survey to. To do this, just create a sheet file via Excel Sheet. Create the numbers column and the name of the people. Fill out the details on the sheet, and don’t forget the country code of the number you are intending to send the message to.

The screenshot shows a CSV file which you can use to upload the phone numbers.

Sve the file as CSV format.

The screenshot shows saving the excel sheet as a CSV.

Step #3: On rocketsend.io pane, click the Upload CSV button, and choose the file you created.

The screenshot shows how to upload the CSV file.

Step #4: Map the phone number to the field on the file you’ve created.

The screenshot shows the option to select the phone number column from the uploaded file.

To customize and personalize messages for each customer, businesses can use the columns in their CSV file as message variables. To do this, businesses can click on the ‘Insert Variable’ dropdown and select the column they want to insert. The inserted column will be shown in curly braces, such as {{column_name}}, allowing businesses to send customized messages to their customers.

It is also in the message section that you can add the URL to the customer survey.

The screenshot shows the option to customize the file.

Step #5: Once done, click the Send WhatsApp

The screenshot shows the 'Send WhatsApp' button which sends the messages to everyone.

Well done! You have successfully sent your customer survey directly from a CSV file.

Understanding WhatsApp's Benefits for Customer Feedback and Surveys

WhatsApp is a highly versatile messaging platform that offers several advantages when it comes to collecting customer feedback and conducting surveys. One of the main benefits of using WhatsApp for customer feedback is that it is a widely used messaging app that customers are familiar with and likely have installed on their mobile devices. This familiarity makes it easy for businesses to reach out to their customers and engage with them in a way that feels natural and intuitive.

Another significant benefit of using WhatsApp for customer feedback is the ability to engage with customers in real-time. This feature provides businesses with the opportunity to collect timely feedback and address customer concerns in a timely manner. With WhatsApp, businesses can respond to customer queries and complaints in real-time, building a stronger relationship with their audience.

WhatsApp's end-to-end encryption is an essential feature that ensures that customer feedback is secure and private. This encryption guarantees that only the intended recipient can read the messages, providing an additional layer of privacy and security for customers. This feature is especially important for businesses that handle sensitive data or are required to comply with strict data privacy regulations.

The benefits of using WhatsApp for customer feedback and surveys are numerous. With its wide adoption, real-time engagement features, and end-to-end encryption, WhatsApp provides an ideal platform for businesses to collect feedback from their customers and make data-driven decisions that lead to better products and services.

Collecting Feedback via WhatsApp Surveys

WhatsApp surveys are a highly effective way for businesses to collect valuable customer feedback. Using online survey tools, businesses can create surveys that are specifically tailored to their needs and share them with customers via WhatsApp.

When creating a WhatsApp survey, it is important to keep the questions short and focused on specific topics. This ensures that customers are more likely to complete the survey and that the data collected is relevant and useful. Long surveys can be daunting for customers and may result in a low response rate, making it difficult to obtain a representative sample of feedback.

Businesses can also incentivize customers to complete WhatsApp surveys by offering discounts or other rewards. This can help to increase the response rate and encourage customers to provide honest and valuable feedback. Incentives can take many forms, such as coupon codes, loyalty points, or free products or services.

To maximize the effectiveness of WhatsApp surveys, it is important for businesses to analyze the data collected and use it to make data-driven decisions. Online survey tools often provide analytics and reporting features that enable businesses to gain insights into customer sentiment and behavior. By analyzing customer feedback, businesses can identify areas for improvement and make informed decisions that lead to better products and services.

WhatsApp surveys are a powerful way for businesses to collect valuable customer feedback. By keeping the surveys short and focused, incentivizing customers to complete them, and analyzing the data collected, businesses can gain valuable insights into customer sentiment and behavior, leading to improved products and services.

Engaging with Customers via WhatsApp Chats

Through WhatsApp chats, businesses can address customer queries, respond to complaints, and provide support directly to their customers. This instant communication helps businesses to provide a better customer experience, building stronger relationships with their customers and improving customer satisfaction.

To manage customer chats effectively, businesses can use WhatsApp's automated messages feature. This feature enables businesses to set up quick replies and away messages, providing customers with an immediate response to their queries and concerns, even when businesses are not available. Quick replies are useful for providing customers with immediate responses to common queries, while away messages can provide customers with information about when businesses will be available to respond.

Automated messages are a powerful tool for managing customer chats effectively, saving time and improving response times. They can be used to provide customers with helpful information and links to relevant resources, improving the overall customer experience. Automated messages can also help businesses to build a strong brand image, conveying a professional and responsive attitude towards customer service.

However, while automated messages are a useful tool, it is important for businesses to balance automation with personalization. Customers still expect a human touch, and it is essential for businesses to respond to customer queries and concerns with empathy and understanding. Therefore, businesses should use automated messages to enhance their customer support, but not replace it.

WhatsApp chats offer businesses an excellent platform for engaging with customers in real-time, improving customer satisfaction and building stronger relationships with customers. To manage customer chats effectively, businesses can use WhatsApp's automated messages feature to provide customers with quick replies and away messages, enhancing the customer experience and improving customer satisfaction.

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Analyzing Customer Feedback via WhatsApp

Collecting customer feedback through WhatsApp surveys is only the first step towards improving products and services. To truly make the most of customer feedback, businesses must analyze the data collected and use it to inform their decision-making.

Online survey tools offer powerful analytics and reporting features that enable businesses to gain insights into customer sentiment and behavior. These tools provide businesses with valuable data, including the number of responses received, the average rating for each question, and the most frequently mentioned keywords or phrases. By analyzing this data, businesses can identify patterns and trends in customer feedback, allowing them to pinpoint areas for improvement and make data-driven decisions.

For example, if several customers mention the same issue with a product or service, businesses can use this feedback to identify the problem and work towards a solution. Alternatively, if customers consistently rate a particular feature or aspect of the business highly, businesses can focus on expanding or promoting that aspect to further improve customer satisfaction.

Analyzing customer feedback also provides businesses with valuable insights into customer behavior and preferences. By understanding what customers want and need, businesses can tailor their products and services to better meet their customers' needs. This, in turn, can help businesses to differentiate themselves from their competitors, improve customer loyalty, and drive growth.

Best Practices for Using WhatsApp for Customer Feedback and Surveys

WhatsApp offers businesses a powerful platform for collecting customer feedback and conducting surveys. To make the most of this platform, businesses should follow best practices that have been proven to increase response rates and improve customer satisfaction.

One of the most important best practices is to keep surveys short and focused on specific topics. Customers are more likely to complete a survey if it is quick and easy to answer, so businesses should avoid long and complex surveys that can be time-consuming and frustrating. By focusing on specific topics, businesses can also ensure that the feedback they receive is relevant and useful for improving their products and services.

Another best practice is to offer incentives for completing surveys. This can be in the form of discounts, free products, or other rewards that customers find valuable. By incentivizing customers to complete surveys, businesses can increase response rates and improve the quality of the feedback they receive.

Responding to customer queries and complaints in a timely manner is also essential for building customer loyalty and improving the customer experience. With WhatsApp's real-time engagement features, businesses can respond to customer inquiries and complaints quickly and efficiently, demonstrating their commitment to providing excellent customer service.

Using automated messages is another best practice for managing customer chats effectively. Businesses can set up quick replies and away messages to provide customers with immediate responses and information, even when businesses are not available to respond. This can help to improve response times and provide customers with a better experience.

Finally, analyzing customer feedback and using it to improve products and services is essential for making the most of WhatsApp for customer feedback and surveys. By analyzing customer feedback, businesses can identify areas for improvement and make data-driven decisions that lead to better products and services.

In summary, following these best practices can help businesses to make the most of WhatsApp for customer feedback and surveys. By keeping surveys short and focused, offering incentives for completing surveys, responding to customer queries in a timely manner, using automated messages, and analyzing customer feedback, businesses can improve the customer experience, build customer loyalty, and make data-driven decisions that lead to better products and services.

Conclusion

WhatsApp offers businesses a powerful platform for engaging with customers and collecting feedback. By setting up rocketsend.io, creating surveys, engaging with customers via chats, and analyzing feedback data, businesses can gain insights into customer sentiment and behavior. By following best practices, businesses can make the most of WhatsApp for customer feedback and surveys, and improve their products and services accordingly.

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