Use Cases



13 February 2019

Feedback and surveys

See what everyone’s talking about

Customers want instant gratification. They don’t want to wait for your next phone call or email survey to share their thoughts about your business. Whether they’re left sitting in the waiting room for too long or they just had the best meal of their lives, they want to let you know immediately.

Until recently, social media was the platform of choice, which was great for business when customers were happy. But not so great when they weren’t! But now there’s another option. With business messaging, you can give customers a way to instantly let you know if there’s a problem, so you can ensure that they only have good things to tell their friends.

A shorter feedback loop

Imagine how your customers would feel if you could fix problems as soon as they appeared. A cold dinner? Text a coupon for another one on the house. A rude sales associate? Text an apology and have the store manager follow up directly with the customer before he or she leaves the store. Whatever the problem, a message-based customer feedback system conveys the message that your brand really cares for its customers.

Improved survey response rates

Business messaging is the fastest and most cost-effective medium for a customer feedback system. A customer feedback text message costs just pennies to send, making it a lot cheaper than phone calls. And it’s five times more likely to be read than an email. Ninety percent of all text messages are read in less than 90 minutes.

As an added benefit, take advantage of our SMS CRM integration to send personalised surveys to each customer. Address them directly in the greeting, ask them to rate their salesperson, or find out how they like the product they purchased.

No developer? No problem. With MessageMedia’s Web SMS platform, you can easily upload a CSV with your customer data and add the relevant fields to your survey. You can send it to thousands, but each customer will feel like it was made just for them. It’s a simple, powerful message.

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