If you work in the fast-paced world of digital businesses, you probably are aware that features and tools can very quickly go out of fashion. Staying on top of the game is tough. Trying out new, innovative methods for getting to know your customers, and investing in their experience (CX), is key for the health of any company. That’s why we set out to create a new format that would allow you to collect valuable feedback from your users, via brief, unobtrusive conversations, without interfering with their online experience. And so… Conversational Feedback was born!
To find out the whole story behind this exciting new feature, check out our behind the feedback story here.
Create a Personalised Customer Experience with Conversational Feedback
In the past couple of years, companies with advanced CX reported an improvement in a number of metrics, such as customer lifetime value and advocacy. Similarly, McKinsey & Company’s Next in Personalization 2021 report revealed companies who excel at delivering personalised interactions generate 40 percent more revenue from those activities than average players. Companies that want to succeed need to be ready to meet these demands.
Conversational Feedback is our brand-new solution for boosting these valuable metrics, and more. Use these forms to collect customer feedback in a way that is casual, fun and personal, allowing your customers to really open up. That means increased response rates and even richer consumer insights. What’s not to love?
Combining chat technology with the simplicity and easy-to-use nature of the Mopinion survey builder, Conversational Feedback opens up more opportunities for engaging with your customers online. Whether it’s in-app or on your website, you can build these new customer feedback forms to blend seamlessly with your brand’s style.
A familiar, friendly (and fun) solution to feedback
Pretty much everyone has encountered some chat-like platform at some point in their lives, (unless you’ve been living under a rock for the past 15 years). This well known, casual form of contact is the best way to really have a finger on the pulse of customer satisfaction.
Personalised communications are a key factor in prompting people’s consideration of a brand. Easily gain valuable insights into the entire online journey of your customers by creating a casual, personal experience when collecting feedback.
The goal for your Conversational Feedback forms is to create an experience that is more fun for people to participate in than traditional questionnaires. Use the Mopinion survey question elements like GIFs, Emojis, images, Smileys, CES, NPS, open ends, categories, and visual (screenshot) feedback to give the look and feel of a casual, fun, two-way conversation.
Conversational Feedback, the intuitive way to increase customer satisfaction
Start collecting personalised feedback today!
Build, Design & Go
The best part is that these online feedback forms are built in the same way that you are already familiar with. They’re super easy to implement, meaning anyone can use Conversational Feedback forms. After adding survey questions, set ‘jump’ logic to the questions you’re asking. This way, the form automatically skips over irrelevant steps and questions, making for a more personal user experience that feels both human and conversational.
Easily programme replies based on the feedback responses you receive, with combined survey elements to give the feeling of a two-way conversation. For example, let’s say you ask a customer something simple, such as ‘What is your opinion of this page?’ with a thumbs up or down option. If your customer responds with a positive sentiment, then your response could be to show an appropriate GIF or emoji. It’s these details that are great opportunities for showing your brand’s personality.Tip: throw in some funny GIFs or one-liners to make your customers smile.
Another awesome addition is the question logic ‘tree’. Your feedback form logic is mapped out for you in an easy-to-understand table. Visualise the routes your survey will follow, zoom in or out, or drag the various question routes in order to make it as clear as you need it to be. Before you know it, you’re building complex conversational scripts, without needing to code, at all.
Once you’ve deployed your Conversational Feedback forms, you can start extracting insights from the feedback you collect and take appropriate action. Check out this blog to find out more about taking action with your feedback.
Check out Conversational Feedback Today
In order to avoid giving your online customers a dose of feedback fatigue, consider giving your CX a boost with Conversational Feedback. What better way to get in touch with your customers than by a casual, friendly conversation? Increase your feedback completion rates via chat-like conversations to really get to know your customers and build strong, lasting relationships with your target audience. Get started today!
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.