How to Use WhatsApp for Market Research & Customer Feedback

In the modern world, where almost everyone has a smartphone, it’s crucial to meet your customers where they are. And where are they? On WhatsApp! With over two billion active users worldwide, WhatsApp has become the most widely used instant messaging apps, making it an excellent platform for market research and feedback collection.

By using WhatsApp, you can reach your customers in a way that is both personal and convenient for them. This increases your chances of getting valuable feedback and strengthens the relationship between your brand and your customers.

Additionally, the instant messaging platform provides real-time insights, allowing you to respond quickly to customer needs and make data-driven decisions. By leveraging the power of WhatsApp marketing, you can gain a competitive advantage and improve your products and services to meet the evolving needs of your customers.

The power of WhatsApp Business Platform/API #

The WhatsApp Business Platform/API can be a game-changer for businesses looking to scale their feedback collection efforts. The API allows you to automate your customer interactions and provides you with a suite of tools and features to streamline the feedback collection process. With the WhatsApp Business Platform/API, you can quickly and efficiently reach out to customers, collect feedback, and make data-driven decisions based on the insights you gather.

How to ask customers for feedback on WhatsApp? #

Asking customers for feedback on WhatsApp is easy and straightforward. All you need to do is ask them for their opinions on your products or services. The key to getting valuable feedback is ensuring your customers feel comfortable and confident in sharing their thoughts with you.

One of the best ways is to use WhatsApp interactive message template with reply buttons.

With this template format all your customers have to do to respond is select a reply with a tap from the answers.

This streamlined process eliminates the friction often associated with traditional feedback methods, resulting in higher response rates and more valuable insights. The real-time nature of WhatsApp also enables businesses to respond promptly to customer feedback and address any issues in a timely manner, further enhancing the customer experience. In short, the convenience and effectiveness of WhatsApp interactive message templates make them a must-have tool for any business looking to collect valuable customer feedback.

Checking in with recent buyers #

One way to ask for feedback on WhatsApp is to reach out to customers after making a recent purchase. This is an excellent opportunity to ask about their experience with the product or service and gather insights into how you can improve.

Hi {{1}}, How are you enjoying [your product or service] so far? We would love to hear about your experience so we can improve our services.

If a customer leaves a review, consider using WhatsApp to respond and ask for their feedback. This is an excellent opportunity to show that you value their opinions and are committed to improving your products or services.

Seeking feedback from new customers #

WhatsApp is a great platform for businesses with new customers to ask for first impressions. You can ask about the customer’s initial experience with your brand and what they like or dislike about your products or services.

Hi {{1}}, Thank You for deciding to use [your product or service]! As a new customer, it would be great to hear about your first impressions. How do you like it so far?

Engaging with loyal customers #

Long-term customers are a valuable source of feedback as they have a deeper understanding of your brand and can provide valuable insights into areas that need improvement. Consider reaching out to these customers and asking for their opinions on your products or services.

Hi {{1}},

Thank you for using [your product]! We would love to get your feedback about your experience. Kindly rate your experience with us.
1 - Very satisfied
2 - Satisfied
3 - Neither agree nor disagree
4 - Dissatisfied
5 - Very dissatisfied

Sharing information about upcoming changes #

If you have an upcoming update to your product or service, consider using WhatsApp to reach out to customers and ask for their feedback. This can help you make data-driven decisions and ensure that your updates meet the evolving needs of your customers.

Hi {{1}},

To prepare for our next update to [your product], we'd love to hear from you and learn about your expectations.

Getting specific answers #

When asking for feedback on WhatsApp, it’s essential to ask specific questions. This will help you gather valuable insights and make data-driven decisions. Consider asking questions about specific aspects of your product or service, such as usability, customer service, or the overall experience.

Hi {{1}}, We wanted to touch base with you about our latest feature on Rasayel -  Trigger the chatbot based on conversation & contact tags. 🤖

This means that our chatbot will now be able to understand your customers' needs and queries even better and provide you with more personalized responses.

We would love to hear your thoughts and feedback on this new feature. Have you had a chance to try it out yet?

Addressing social media comments #

If your customers mention your brand on social media, consider using WhatsApp to respond and ask for their feedback. This is a great opportunity to build a personal connection with your customers and gather valuable insights into areas that need improvement.

Hi {{1}},

We saw your positive comments about Rasayel on our LinkedIn post. 😊
Thank you so much for using [your product or service] and for your kind words! We are thrilled to hear that you had a positive experience with us. Your support means the world to us. Have a great day! 🌞

What are interactive message templates? #

Interactive message templates are pre-built chat flows that businesses can use to engage with customers on WhatsApp. These templates have buttons for quick replies or links that businesses can use to collect customer feedback.

If you want to learn more about interactive message templates, read our past article, “All About Interactive WhatsApp Message Templates”

How to use interactive messages for feedback collection? #

Using interactive messages for feedback collection is easy and effective. All you need to do is create a chat flow that asks customers for their opinions on specific aspects of your products or services. Make sure the flow is user-friendly and straightforward, so customers can quickly provide their feedback without feeling overwhelmed.

How to use WhatsApp chatbots for feedback collection? #

WhatsApp chatbots are a powerful tool for collecting customer feedback. Chatbots can be programmed to ask customers specific questions and provide them with a range of options to choose from. With the help of machine learning algorithms, chatbots can also analyze customer feedback and provide valuable insights to businesses.

To learn more about WhatsApp chatbots, read our past articles:

• Everything you need to know about WhatsApp chatbots
• A simple strategy for creating a user-friendly WhatsApp chatbot

Conclusion #

WhatsApp is a valuable platform for market research and feedback collection. By meeting customers where they are and leveraging the power of the WhatsApp Business Platform/API, businesses can gather valuable insights and make data-driven decisions to improve their products and services. Whether you use interactive messages or chatbots, the key to success is to make the feedback collection process user-friendly and straightforward for customers.

About the author

Miodrag Magyar

Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.

@Miodrag Magyar on LinkedIn