Surveys were being used a long ago, as it helps the business in taking future decisions wisely. But do you think following the same traditional method of surveys will help you?
People are more inclined towards adopting the latest technologies and strategies, and they won’t spend time answering the questionnaire you sent on their mail or paper, or any other format.
It’s vital for companies, in this era, to be focused on boosting their customer satisfaction than any other factor.
Surveys play a critical role in the development of any company. It helps the companies to determine the customer opinions on their product or service.
To make a survey easy for the customer, chatbot developers and companies come up with survey chatbots.
Let’s know-
What are Survey Chatbots?
Unlike boring web forms and surveys, survey chatbots are more of a conversational type for the customer. Therefore, survey chatbots will not bring a list of questions to the customer that are no longer being responded to by the customer.
Online survey chatbots are conversational; each survey respondent has personalized and engaging questions that too all questions will not ask simultaneously.
Most of the people won’t answer the entire survey answers and end up in the middle. However, the survey answering rate is higher in conversational chatbots surveys than other web forms of surveys.
Let’s get insights on-
Why Go For Survey Chatbots?
Survey chatbots have emerged in the past couple of years as a brand tool. People generally have in mind that chatbots assist them with sales, customer, and tech support, but it’s proven to work best for research and surveys too.
Survey chatbots have provided a way to gain deeper insights into the customer experience without using traditional ways of surveys. You can collect the deeper insights of the targeted customers, and that is more engaging to them. Chatbots can have access to the chat history based on that they can understand the preference and habits of the customers and questions accordingly.
Surveys chatbots can be quick, obtrusive with a known interface, and run natively inside other apps.
Chatbot surveys are also fun at the same time for the customer. Survey questions are asked to the customer more attractively in the form of text, images, videos, and other formats.
That will not make the customers feel they are a part of any surveys. Generally for kids, who don’t have any personal mails of their own, answering survey questions through messenger or any platforms is easy.
You can simply take the surveys by adding a list of answer options to the question in various design formats.
You can take surveys on WhatsApp in the template format, which is a more preferred option by the customers.
Apart from these, there are many more reasons why you should opt for survey chatbots instead of web feedback forms.
Reasons for Survey Chatbots
Let’s have a look:
No Need for Survey Mails
Generally, companies send surveys on mails to their customers that end up being trash by the users even without opening them. Chatbots, on the other side, make your customer inbox free from such survey mails. Instead, chatbots connect with your customers whenever they are active on the web through channels or platforms like on websites, messenger, WhatsApp, and others. That’s more appealing to the customers, and the survey became a part of their browsing/social experience.
Chatbots’ Feedbacks Give More Fun
Chatbots will change the whole survey experience of the customer. Instead of just a question and answer section, chatbot surveys are conversational. Actually, customers love giving feedback in a conversational way. So here, there are more chances that customers will take their valuable time to provide the qualitative feedback you need.
Chatbots Surveys Have a Higher Success Rate
Compared to other surveys, which are usually performed through sending emails or making customers fill a form, the success rate of chatbots surveys is high. Various marketing research shows that chatbot surveys provide double or triple conversations,
For example, CONVRG, a company, noticed a 70-80% response rate in chatbot surveys that is triple times higher than email surveys.
Chatbot Surveys Make you Respond in Real-time
Chatbot surveys will not bombard the customers with a list of questions. Instead, they ask one question, and based on the answers, they provide necessary information or solutions to the customers, then go for the next.
Consider, for example, if a customer complains about a product or service, you can provide them the solution for that, or you can suggest to them the prevailing offers in the company that can solve their issues. In the middle of a conversation.
Chatbots Make you Analyze the Conversational Flow.
Chatbot surveys help you analyze how many people attended the survey and how many have completed the surveys with qualitative responses. That is not possible for you to track the same for a traditional way of survey.
Chatbot analytics make you understand the issues of the customer throughout the survey. And you have the chance to improve your conversation flow.
Challenges in Surveys
Getting a genuine response from the customers is really a tiresome task for the companies. But with some effort and help from the right technology, you can achieve it.
You might have a lot of information about your customers, but knowing what they want from your company or which factors hinder them from opting for your product or services, qualitative surveys can only help you.
To overcome survey challenges, you can try these ways-
Depend on Loyal Customers
Loyal customers take this as an opportunity to give feedback to the companies. And they are more likely to appreciate your product or service and suggest to you the changes they further need in product or services.
Also, a supportive audience will help you in overcoming the challenges you have and help you make business decisions easily.
Make the Surveys Relevant to Customers
Generally, customers don’t pay any attention to the surveys because they are not relevant to them. Therefore, whenever you take the surveys, you must take the survey with a relevant audience.
Then only people show interest in giving qualitative responses rather than just giving responses; that will not fetch you any valuable information.
Know When to Take the Survey
When you have reached a particular milestone, you just prioritize taking the feedback from customers who used it.
It will help you to gain confidence and overcome challenges in the initial stages with the more relevant customers.
The feedback you get from the customers is most valuable to companies during further strategic business decisions.
Focus on the Right Channel/Platform
Choose the channel or platform where your audience is more active. For example, it will be useless to focus on taking surveys on mails to find your potential customers on social media platforms, websites, or other channels.
Let’s now through light on-
What are the Benefits of Survey Chatbots?
Chatbots Can Find Users Online
At the start, most of the companies focussed on taking online surveys. But people don’t want to take surveys online while they have lots of other tasks to do. And others who take surveys through their apps find it very difficult to get it. Moreover, because people don’t want to fill their mobile display with many apps that they rarely use, they also don’t wait to keep their efforts in installing apps.
Make Survey More Interesting
If you want to have complete answers to your survey? Then the questions you posed to them must be more relevant and engaging to them. In that case, only people show interest in taking surveys and help companies in providing their genuine response to them. Chatbots have such ability to make surveys fun and engaging.
Chatbots Surveys are Delighted and Surprised
Chatbot surveys are not asked one by one that disturbs the users. Instead, they pose the survey question to the users at the situations they are keen on and when users can’t skip it. Also, they use various survey formats such as text, images, videos, multiple questions, and many other ways that please the user. Therefore, the qualitative response from your users will help you to make strategic business decisions easily.
Chatbot Surveys are Conversational
Unlike traditional surveys, you provide a list of survey questions to the users and fill it. Chatbots surveys are fun and engaging by giving conversational options. People don’t feel they are going through any survey. Instead, they enjoy it. Conversational surveys let the users talk with you.
Chatbots Holds Speech Recognition Capabilities
What if? Your user can take surveys without disturbing their tasks. Using speech recognition technology, chatbots can talk with the users, and it’s effortless for the users to reply—no need to type or select the answers.
Chatbots are Affordable
Compared to other web-based surveys, where you need to keep extra efforts and cost. Chatbot surveys are easy to start with less cost, or you can take surveys in your existing chatbots. Big brands have already begun deploying chatbot surveys to reduce the overall cost of surveys.
Let’s discuss here-
How Do Survey Chatbots Work?
Surveys chatbot generally holds a list of features that include question types, question logic, survey templates, and piping.
Even survey chatbots hold the templates for NPS, CES, and CSAT surveys, and even you can customize your own using various formats such as text, multiple-choice questions. In addition, natural language processing and machine learning help you personalize questions depending on prior chat history or existing customer data.
The Survey chatbots you can embed on websites or integrate with Salesforce or on any social media platforms in a fully customized way.
If you don’t have any coding knowledge, you might think it will be hard to do so. But most of the vendors provide you with a DIY platform to design your chatbot without any coding.
To design your survey chatbot, you need to check with the following:
- Login to the dashboard and choose the channel where your audience is active, such as website/messenger/WhatsApp or API integration.
- Create a customized welcome message for your audience.
- Utilize as many features of the chatbot that can engage your customers.
- Use the appropriate question format for your chatbot survey based on purpose such as – scale, rating, buttons, picture choice, text.
- Consider which question format should come at which part of the conversation.
- Export collected data in your database or Google sheets, or any other source.
- Monitor your customer actions and responses. Accordingly, change the question types and formats.
The process of carrying out this chatbot’s design is different for different vendors. Therefore, you can check for the vendor’s features and customization options for chatbots before selecting the right one.
TakeAway
Survey chatbots have given a new scope for the companies to get deeper insights into their customers with less effort, time, and cost.
When we talk about surveys, generally, people feel it’s a tiresome task to do. But with a chatbot, it’s easy, fun, and engaging for the customers and helps businesses make better business decisions.
With a chatbot, you can get qualitative and quantitative surveys.
Choose the right vendor that can provide you all those features you’re looking for in your business.
To suggest you, SmatBot is a DIY platform with complete assistance to design customized chatbot surveys for your business.
You can even try for a 14-day free trial. Our technical team assists companies while they are using their free trial. Try Now!