It is worth remembering that, as this is WhatsApp, whose main brand is agility and speed, the ideal is to create a short survey, which is structur so that the answers bring insights for improvement. The other way is to use assessment methodologies like BW Lists Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). After a direct question like “How satisfi are you with our service. Although, the consumer must submit a score on a numerical scale from 0 to 10 or from 1 to 5. This type of evaluation can be easily request by text message. To evolve WhatsApp service, it is necessary to keep an eye on the main complaints of consumers. A survey launch by Decode in 2020 on WhatsApp service list some of the main weaknesses in service on the platform: delay in returning (41%), difficulty solving problems (37%) and inconsistency in automatic responses.
Net Promoter Score
How to send a satisfaction survey via WhatsApp There are two ways to send your customers a satisfaction survey via WhatsApp: By link: the company account sends a link to the customer that, when click, the user is direct to a page outside of WhatsApp in order to answer a questionnaire. By message: a message, in the conversation Papua New Guinea Email List tab itself, is sent to the customer who will also respond to the evaluation by message. For this model, the style of surveys mention above (NPS or CSAT) works well, in which it is enough to answer a number to complete the evaluation. The good thing about both submission methods is that they can be perform manually, with no need for automation. It is worth remembering that automation is only available to medium and large companies, which have access to the WhatsApp Business API.
Customer Satisfaction Score
In the case of a link, to share it, it is worth investing in link shorteners . If the company is already at the service automation level, it will also need to have a tool that automates sending satisfaction messages and capturing feedback, such as chatbot software that supports customer service via WhatsApp. The customer service operation via WhatsApp can become even more complete with the use of customer service systems, which integrate with the WhatsApp account and allow you to control all tickets and manage conversations on a single service platform.
