Henry Ford once said:
“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”
Let’s be honest with ourselves, we like to think that we have the knowledge and expertise to know best. However, a powerful way to improve your business, is to really listen to the people that matter – your customers!But to get this alternative point of view, you need a powerful tool to obtain such information. Esendex are happy to be of assistance.We now offer such a tool, in the format of SMS Surveys! But these surveys are not like any normal linear, one path fits all, survey. No, our surveys are responsive. The survey can respond and take different paths depending on the answers given.For example if you ask your customers to score your service from 1 (bad) to 10 (good) and they give you a 1, you can then reply saying something like “We’re sorry to hear that, would you like a customer support representative to call you to discuss further? Reply yes or no.”This approach makes for a much better experience for the customer and enables you to dig deeper into the opinions of dissatisfied customers, whilst not probing your happy customers in the same way.The surveys also have many other useful features. One such feature will notify your staff when someone responds in a certain way. So, if someone expresses a strong dislike of your company, a message can go out to support staff to rectify the issue. If you’d like to find out more about how SMS surveys can help your business better understand its customers, call us on 1300 764 946 or email [email protected].