A shift in preferred channels for the customer
Eight out of the ten most downloaded apps are social messaging apps and apps with a messaging function, such as Facebook Messenger, Instagram, and WhatsApp. This makes it clear where the consumer is located. 61% of consumers indicate that they prefer to chat with companies rather than making the traditional phone call or sending an email to customer service. 75% of them even believe that this results in a closer relationship with the company. An omnichannel communication strategy is essential for companies in 2023. This not only creates contact through the consumer's preferred channels and increases the number of possible touchpoints, but messages are also read more often. For example, the open rate of WhatsApp is as high as 98%, compared to 21% for email campaigns. The shift in channels to reach the customer logically also applies to collecting feedback. To enable companies to obtain valuable insights from customer feedback as successfully as possible and to optimize satisfaction, MessageBird and Insocial are starting a collaboration.
The right question, the right moment, and the right channel
Insocial offers companies a feedback management platform that allows them to map experiences such as brand, customer, service, and user experiences. This makes it clear for companies whether promises to consumers are being fulfilled and where the areas for improvement lie. The platform, which can be used independently or integrated into the customer's technical landscape such as CRM systems, specializes in validated research types and questions that lead to the right insights. In other words: asking the right question at the right moment. MessageBird, in turn, offers an omnichannel platform to communicate with customers on any preferred channel, bringing communication flows from various social messaging apps, email, and SMS onto one integrated secure platform.
Both companies are now joining forces. For businesses, this means they can effectively collect feedback organization-wide, on any desired channel and at the ideal moment. For example, organizations can send a feedback request immediately after a customer visit, so the experience is still fresh in their memory. By doing this through the customer's preferred channel without them having to click through, they will also be more inclined to fill out the survey. The collaboration of both platforms results in more relevance and more efficient service for and to the customer, higher response rates for the surveys, and continuous opportunities for optimization. Additionally, it provides organizations with a way to increase the number of First Time Fixes - where any issues are resolved in one contact moment - and makes it clear on which channels the surveys perform best. This way, they can work towards the ultimate customer experience.
"We still see a lot of responses to email feedback daily, but at the same time, we also know that people - especially younger generations - will eventually stop clicking on links to answer questions from companies. The collaboration between MessageBird and Insocial makes it possible to easily provide feedback; in the dialogue itself and on the channel where customer interaction is already taking place", says Sjors Luiten, co-CEO of Insocial.
