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Introduction
Customer feedback is important, and the ideal time for it is after you have successfully delivered the order. With the WhatsApp Business Platform, you can not only request the customers for reviews, but you can collect their detailed feedback. The automated messaging capabilities and the clickable buttons allow you to build a survey. This survey can be used as a medium to address customers and build a customer experience catered to their needs.
In this blog, we will focus on how you can collect customer feedback via WhatsApp once the order has been successfully delivered.
5 Key Steps to collect customer feedback on successful order deliveries via WhatsApp Business API
The WhatsApp API Integration is a versatile platform. As the use cases can be numerous, the process of implementing them becomes complex. Below are six simple steps for you to follow if you want to collect customer feedback using WhatsApp Business API:
1) Enable WhatsApp Shipment Tracking API
To enable the WhatsApp Shipment Tracking API, you will need to subscribe to the WhatsApp Business API. You can either directly get it from WhatsApp or use a third-party service provider for easier integration. The integration will allow you to build a rapport with the customers before you ask them for feedback and a review.
2) Build a survey
It is imperative to collect feedback before you ask a customer for a review. You can collect feedback from the customer through WhatsApp directly but provide responses in the form of clickable buttons. You will first need to compose the messages to collect this feedback and a backend sheet to store these responses.
3) Formulate the Message Template
As the integration is live, you will now need a message template. These message templates will be written in such a way that the messages apply for multiple instances. The tone of the template should be polite and encouraging to incentivize maximum interaction.
4) Add Clickable buttons with Apt Click-to-Action Text (CTA)
Along with the survey messages as well as review requests, you will need to add clickable buttons. The buttons should have CTA text on them that is concise. Clickable responses make it easier to collect and analyze feedback, simplifying the process for the customer.
5) Set the Trigger
Once you have everything ready to deploy, you will need to go back to development. All these survey messages and review requests will be useful once the product has been delivered. Therefore, you have to set the trigger for these messages as the Delivery Successful status.
6) Deploy
Once you have all the message templates ready and WhatsApp integrated, you will need to deploy the code on your services. This has to be done on a server with the WhatsApp API or in the backend of your service provider. Extensive tests should run before making the services live for the customer.
7) Collect and Process Data
The above processes will allow you to collect vital data from the customers directly. Once a customer responds in the chat window, the data will be recorded with the API. You can then use an NLP engine to record and analyze the customer’s input and send out appropriate responses.
Why should you collect customer reviews via WhatsApp Business API?
Customer reviews are the one common metric that can affect your business across any sector. Even when selling on third-party platforms, a good customer rating is how you improve your conversions. With WhatsApp’s reach, you will be able to engage more customers so that they can review your products and services.
The tracking notifications have the highest engagement rate among all notifications. With a medium like WhatsApp, the accessibility and ease of use allow for a much better clickthrough rate. A better engagement rate with your push notifications allow you to get a better response on review requests and surveys.
Along with this, the WhatsApp Business API is quite useful for automating processes. This allows you to automate the entire customer review request process to send these out efficiently. Boosting reviews on multiple platforms through this, your business and conversion rates can improve significantly.
5 Key Tips to Get More Positive Reviews on Whatsapp
While reviews are important, negative reviews will only harm your product positioning. While negative reviews are bound to come, there are some tips you can follow to get that extra star on your review.
1) Incentivize to boost positive reviews
To attract more customers to review your product and platform, you can run special offers and discounts. This strategy was used by fast food chains like Mcdonalds' and KFC to improve reviews for their stores. They even offered a discount on the next order to increase the customer return rate.
2) Collect feedback Preemptively
Collecting feedback is one of the best ways to reduce negative reviews. If the customer is unhappy with the product/service, you can resolve the problem before the customer posts their review. You can even redirect the survey conversation to customer support for certain responses to increase the positive feedback from customers.
3) Respond to Reviews
Review responses are a sign of a good, aware business. You can thank the customers for their good reviews. For the negative reviews, you can respond to the customer about why you were unable to fulfill their demands or request them to contact your customer support. This will allow you to diminish the negative effects of a bad review.
4) Use Interactive Messages
The WhatsApp Business Platform allows you to plug interactive media into your notifications and messages. You can even accept inputs from the customers to display relevant answers and messages.
This will allow you to answer customer queries with automated responses and provide direct answers to their queries. If your product is fairly technical, you even include an interactive guide with the multimedia component.
5) Send a Thank You note
Sending a thank you note after the customer posts a review will boost the brand image. You can even customize this response. You can send a thank you note for a positive review and a sorry note for a customer support link to negative reviews. This will boost engagement with your platform and definitely increase positive reviews.
Conclusion
Customer reviews are the IMDB rating for a product or platform. The WhatsApp API platform allows you to collect feedback and reviews with the help of dynamic messages.
Once the order is successfully delivered, you can collect feedback and resolve customer queries on the platform through interactive messages. You can even embed review links for Google and other platforms to boost reviews for your products and services.
FAQs
1) Can feedback be directly collected on WhatsApp Messages?
Yes, you can collect customer feedback directly via WhatsApp. You can set up a survey with automated WhatsApp messages that will allow you to collect responses. You can even embed product review links for various platforms in WhatsApp messages.
2) What is the ideal way to send automated review requests via WhatsApp Business API?
To send automated review requests via WhatsApp, you will either need to develop a bot or subscribe to a third-party service. Once you subscribe to the service, you will have to set the successful delivery status as a trigger to send the automated review request.