How about getting feedback from your customers and measuring happiness and NPS with an email survey?
There are many ways to reach your customers and different channels you can use. Email can be the right channel to collect feedback. With this channel, you can calculate happiness rate and NPS and manage customer experiences.
The golden rule when collecting feedback is to reach your customers in the right channel at the right time. Getting feedback at the moment of the customer experience or immediately after the experience will give you the most accurate results.
Customer records are often matched with a mobile phone number or email address. In order to make a customer-specific measurement and collect feedback, you can make a phone call, send an SMS or send an email in an omni-channel structure.
The best channel will vary depending on the customer base and the channel. The favourite communication channel of each generation varies. Learn about the communication preferences of generations X, Y, Z.
Advantages of using email
Using the email channel has advantages over other channels such as low cost and easy follow-up.
Low cost
Email is much more affordable than sms in terms of unit cost. While you need a sms service provider to send SMS, you can send email for free through your own smtp server.
Easy tracking
You may receive forwarded information for the SMS messages you send, but this information indicates that the SMS message has been transmitted to the relevant operator. This information is not a guarantee that the SMS was delivered to the customer’s phone. You do not have the chance to get the read information of the SMS message. It is possible to get forwarded and read information for e-mail messages.
Start now
Wiseback allows you to send email surveys in Gold and Premium packages. After defining your customers, you can create groups. You can also send directly to the group instead of sending individually. After sending, you can see the sending status and list the responses from the advanced reporting screen.
You can use email, sms, kiosk, website, QR code, mobile application etc. channels to manage customer experiences. Each channel will have different advantages. First of all, identify the customer touchpoints and choose the right communication channel at this touchpoint.
Contact us if you are looking for solutions to manage customer experiences.
