Table of Contents
Introduction
5 Essential Steps to Gather Customer Feedback on Order Deliveries Using WhatsApp Business API
Why is it Important to Collect Customer Reviews via WhatsApp Business API?
5 Key Strategies to Generate Positive Reviews on WhatsApp
Conclusion
FAQs
Introduction
Customer feedback holds immense value, particularly when obtained after successful order deliveries. Through the WhatsApp Business Platform, you not only have the ability to request customer reviews but also collect detailed feedback. Leveraging automated messaging capabilities and clickable buttons, you can create surveys that foster a customer-centric experience tailored to their needs.
In this blog post, we will focus on how you can collect customer feedback via WhatsApp once orders have been delivered successfully.
5 Essential Steps to Gather Customer Feedback on Order Deliveries Using WhatsApp Business API
The WhatsApp API Integration is a versatile platform, but its numerous use cases can make implementation complex. Follow these six simple steps to collect customer feedback using the WhatsApp Business API:
1) Enable WhatsApp Shipment Tracking API
To enable the WhatsApp Shipment Tracking API, you need to subscribe to the WhatsApp Business API. You can obtain it directly from WhatsApp or opt for a third-party service provider to facilitate integration. This integration allows you to establish rapport with customers before soliciting feedback and reviews.
2) Create a Survey
Collecting feedback before requesting a review is crucial. Use WhatsApp to directly gather customer feedback, presenting response options as clickable buttons. Begin by composing messages to collect feedback and creating a backend sheet to store these responses.
3) Design the Message Template
With the integration life, you now require a message template. These templates should be versatile, and applicable to multiple scenarios. Maintain a polite and encouraging tone in the templates to incentivize maximum interaction.
4) Incorporate Clickable Buttons with Clear Call-to-Action Text (CTA)
In addition to survey messages and review requests, include clickable buttons. These buttons should feature concise call-to-action text (CTA). Clickable responses streamline the feedback collection and analysis process, simplifying it for customers.
5) Set the Trigger
Once all components are ready for deployment, return to development. These survey messages and review requests become valuable once the product is delivered. Therefore, set the trigger for these messages to activate when the status of "Delivery Successful" is reached.
6) Deploy
After preparing the message templates and integrating WhatsApp, deploy the code on your services. This can be done on a server with the WhatsApp API or through the backend of your service provider. Conduct thorough testing before making the services live for customers.
7) Collect and Process Data
The aforementioned processes enable you to directly gather vital customer data. When a customer responds in the chat window, the API records the data. Utilize an NLP engine to record and analyze customer input, providing appropriate responses.
Why is it Important to Collect Customer Reviews via WhatsApp Business API?
Customer reviews are a universal metric that significantly impacts businesses across all sectors. Even when selling on third-party platforms, a favorable customer rating improves conversion rates. Leveraging WhatsApp's broad reach, you can engage more customers, prompting them to review your products and services.
Tracking notifications have the highest engagement rate among all notification types. With a medium like WhatsApp, accessibility and ease of use contribute to a higher clickthrough rate. Better engagement with push notifications leads to improved response rates for review requests and surveys.
Additionally, the WhatsApp Business API is valuable for automating processes. This enables you to efficiently automate the entire customer review request process. By boosting reviews across multiple platforms through this integration, your business and conversion rates can significantly improve.
5 Key Strategies to Generate Positive Reviews on WhatsApp
While all reviews are important, negative reviews can adversely affect your product
's reputation. Although negative reviews are bound to arise, following these tips can help you achieve a higher rating:
1) Provide Incentives to Boost Positive Reviews
To encourage more customers to review your product and platform, consider running special offers and discounts. This strategy has been employed by fast-food chains like McDonald's and KFC to improve store reviews. They even offer discounts on subsequent orders to increase customer return rates.
2) Collect Feedback Proactively
Collecting feedback is an effective way to reduce negative reviews. If a customer is dissatisfied with the product or service, address the issue before they post their review. You can even redirect the survey conversation to customer support for certain responses, increasing the likelihood of positive feedback.
3) Respond to Reviews
Responding to reviews showcases your business's attentiveness and professionalism. Express gratitude for positive reviews and provide explanations or encourage customers to contact customer support for negative reviews. This mitigates the negative impact of unfavorable reviews.
4) Utilize Interactive Messages
The WhatsApp Business Platform allows for the inclusion of interactive media in notifications and messages. Accept customer inputs to display relevant answers and messages. This facilitates automated responses to customer queries and provides direct answers to their questions. For technical products, consider including an interactive guide with multimedia components.
5) Send a Thank You Note
Sending a thank you note after a customer posts a review enhances your brand's image. Customize this response based on the review's sentiment. Send a thank you note for positive reviews and a message expressing regret with a customer support link for negative reviews. This boosts engagement with your platform and increases the likelihood of positive reviews.
Conclusion
Customer reviews serve as the IMDB ratings for products and platforms. The WhatsApp API platform enables you to collect feedback and reviews through dynamic messages. Once an order is successfully delivered, you can gather feedback and address customer queries via interactive messages on the platform. You can even embed review links for platforms like Google to boost reviews for your products and services.
FAQs
3) Can I Customize the Review Request Messages on WhatsApp?
Yes, you can customize the review request messages on WhatsApp. You have the flexibility to create message templates that align with your brand's tone and style. This allows you to personalize the review request and make it more engaging for customers.
4) How Can I Encourage Customers to Leave Positive Reviews on WhatsApp?
There are several strategies you can employ to encourage customers to leave positive reviews on WhatsApp. Some effective approaches include providing incentives such as discounts or special offers, responding to reviews and expressing gratitude, and using interactive messages to provide a seamless and interactive experience for customers.
5) Can I Collect and Analyze Customer Feedback Data from WhatsApp?
Yes, you can collect and analyze customer feedback data from WhatsApp. The WhatsApp Business API allows you to record and store customer responses. You can then use natural language processing (NLP) engines to analyze the data and gain insights that can inform your business decisions and improve the customer experience.
6) How Can WhatsApp Business API Help Automate the Feedback Collection Process?
The WhatsApp Business API is designed to automate processes, including feedback collection. By integrating the API into your systems, you can automate the entire feedback collection process, from sending review requests to recording and analyzing customer responses. This saves time and effort while ensuring a consistent and streamlined feedback collection process.
7) Can I Track the Performance of My Review Requests on WhatsApp?
Yes, you can track the performance of your review requests on WhatsApp. Through analytics and tracking tools, you can monitor metrics such as the number of review requests sent, the response rate, and the overall rating received. This data allows you to assess the effectiveness of your review request strategy and make any necessary adjustments.
8) Is WhatsApp Business API Available for Small Businesses?
Yes, WhatsApp Business API is available for small businesses. However, it's important to note that there may be certain requirements and limitations depending on your location and the specific terms and conditions set by WhatsApp. It's recommended to check the eligibility criteria and guidelines provided by WhatsApp or consult with a third-party service provider for assistance.
9) Can I Integrate WhatsApp Business API with Other Customer Feedback Systems?
Yes, you can integrate WhatsApp Business API with other customer feedback systems. This allows you to centralize and consolidate feedback from various channels, including WhatsApp, into a single system for comprehensive analysis and management. Integration options may vary depending on your existing feedback system, and it's advisable to consult with technical experts for seamless integration.
10) How Can WhatsApp Business API Enhance the Customer Feedback Experience?
WhatsApp Business API enhances the customer feedback experience by providing a familiar and convenient platform for customers to share their opinions. Its features, such as automated messages, clickable buttons, and multimedia support, enable interactive and engaging feedback collection. This, in turn, improves response rates, allows for personalized communication, and ultimately enhances the overall customer feedback experience.