Using WhatsApp for Customer Surveys

Customer surveys are an essential tool for businesses to gather feedback and valuable insights from their customers. WhatsApp, one of the most popular instant messaging apps, can be a great platform to conduct customer surveys due to its widespread adoption and user-friendly interface. In this tutorial, we will walk you through the process of using WhatsApp for customer surveys.

Prerequisites

Before getting started, make sure you have the following:

A business WhatsApp account: You will need a dedicated business account on WhatsApp to send surveys to your customers. If you don't have one, you can create a business account by following WhatsApp's official guidelines.
A list of customer contacts: Compile a list of customer contacts whom you want to send the survey to. Ensure that you have their permission to contact them.

Steps

Step 1: Define your survey goals and questions

Clearly define the objectives of your survey and the specific questions you want to ask your customers. Make sure your questions are concise, easy to understand, and relevant to your business goals.

Step 2: Choose a survey tool

While WhatsApp does not have built-in survey features, you can use third-party survey tools that integrate with WhatsApp. Some popular options include SurveyMonkey, Google Forms, and Typeform. Choose the tool that best fits your needs and create your survey using their platform.

Step 3: Generate a survey link

Once you have created your survey, generate a unique survey link provided by the survey tool. This link will allow your customers to access your survey directly.

Step 4: Create a WhatsApp broadcast list

Open WhatsApp on your business account and create a broadcast list. This will allow you to send the survey link to multiple recipients at once. Add all the customer contacts you want to send the survey to in this broadcast list.

Step 5: Compose your survey introduction message

Craft a personalized and concise introduction message to explain the purpose of the survey to your customers. Include a polite request, mentioning that you value their feedback and their responses will help improve your products/services.

Step 6: Attach the survey link to the message

Copy the survey link generated by the survey tool and paste it into the message composition box. WhatsApp will automatically detect the link and display a preview.

Step 7: Send the survey

Double-check your message and the attached survey link to ensure everything is correct. Once you are satisfied, click on the send button to broadcast the survey to your customer contacts.

Step 8: Monitor and analyze responses

As customers respond to your survey, use the survey tool's analytics dashboard to monitor and analyze the responses. This will help you gain insights and identify any patterns or trends.

Tips for an Effective Customer Survey via WhatsApp

Keep your survey short and to the point. Customers are more likely to respond if it doesn't take too much of their time.
Personalize your introduction message. Mention the customer's name and make them feel valued.
Utilize media features like images or videos to make your survey visually appealing and engaging.
Consider offering incentives to customers who complete the survey, such as discounts or rewards.
Send gentle reminders to customers who haven't responded yet to increase the response rate.

That's it! Now you know how to use WhatsApp for customer surveys. Gather valuable feedback from your customers and use the insights to enhance your products or services.