Business Partner | 
Do you wish you could read your customers' minds? It's difficult to improve your products, services, and practices without knowing what buyers are thinking. You may get reviews here and there, but that's not always enough feedback to build off of. Voice surveys are one method you can use to get inside the heads of consumers.
What are voice surveys?
A voice survey uses a pre-recorded message or text-to-speech technology to broadcast a message to many people's phones in a short timespan. You ask questions to get more information about the experience they had with your company.
For example, you can ask whether they received all of the items in a recent order and if they had any problems getting their products to work. When you can poll all of your customers quickly about various aspects of the buying process, you get a lot of useful data that you can use to improve your company's offerings.
How can voice surveys help your business?
1. Simultaneous mass messaging
You don't need to have your employees call customers following purchases. Instead, you automate this process so you can reach a greater number of people in a short period. When you use voice surveys as part of an integrated campaign, this scalable tactic helps you stay on schedule.
2. Message personalization
You can use text-to-speech technology to personalize each message on a large scale as you send it out. Since your customers probably receive many generic surveys and communications on a regular basis, you want to catch their attention and separate yourself from those poor experiences.
Personalization allows you to drive higher engagement and get insights into particular areas of that customer's experience with your brand.
3. Customer communication channels
Sometimes customers have problems that are enough to make them give up your brand, but not serious enough to motivate them to call in. When you use voice surveys to reach out to consumers, you're proactively opening up a communication channel. You may be able to save the relationship with that buyer thanks to the survey. Even if they're not interested in purchasing from you again, you may be able to find out the reason why they left.
4. New feedback opportunities
Since you're surveying a large portion of your customer base, you may hear feedback that leads you to new engagement opportunities. If many people express the same opinions about a product feature, you can delve deeper into their insights in that area.
Do voice surveys have drawbacks?
1. Some customers dislike auto-callers
You may end up irritating some people with a voice broadcast, as they dislike automated calling. They have probably had bad experiences in the past, or they could be a victim of a phone scam.
One way to try to reassure your customers is to be upfront about what the call is about. Let them know what you're interested in learning about via their feedback, and if there's any incentive for them to take the survey.
2. Try not to sound impersonal
Another drawback to voice surveys is that some customers may feel like they're too impersonal. Since they aren't talking one-on-one to a person, they could feel like their opinion doesn't actually matter.
The pros of voice surveys greatly outweigh the cons. While you want to keep the disadvantages in mind, the advantages give you an excellent way to reach out to your customers to find out what's on their minds.
How to initiate a voice survey?
There are several, simple ways to reach out to customers at various touchpoints:
- Pop surveys on your website
- Email feedback forms
- Inviting customers directly
Moreover, to entice your customers, you should make sure to keep it simple and short. It is preferable to use direct yes/no questions and rating questions that don't require much of the customer's time or attention.
More customer feedback guaranteed with voice surveys
Conducting voice surveys is highly necessary to gain customer insights and understand their thoughts and actions. This helps any business elevate the overall customer experience and satisfaction levels. With voice surveys, not only can you retain existing customers, but you will also control negative customer feedback.
A voice survey is a valuable tool in learning more about what your customers are really thinking. They scale up and down easily, give you control over personalization, and don't require a massive expenditure of human resources. The next time you're exploring ways to get more information about the customer experience, consider using voice surveys.
CEQUENS Can Help
We're a leading Communication Platform as a Service (CPaaS) provider that aims to bridge communication gaps in a communication-driven world.
Powered by innovation and guided by a Cloud-First and Mobile-First approach, we provide omnichannel communication services and APIs that enable enterprises and developers to communicate with their customer base worldwide.
As an Endeavor and GSMA associate member, CEQUENS plays a pivotal role in transforming communication in the region.
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