A survey chatbot: how do you use one?

There are many ways to use a chatbot: we have often talked about a chatbot as part of your customer service, or a marketing and sales chatbot. But did you know you can also use a chatbot for filling in a questionnaire? You can work a survey into the chatbot subtly, so that the customer does not even notice they are completing a questionnaire. How do you do that? We describe it in this article.

What is a survey chatbot?

When a chatbot holds a conversation, it can also request data and store it in a single overview. The survey is therefore hidden inside the existing chatbot conversation. Your customer will not notice that they are completing a questionnaire, because the chatbot gives the feeling that they are simply having a conversation. You can then export the completed questionnaires into one clear file. That data can then be used for research, or passed on to the right team to process. Curious about how a survey chatbot works in practice? Below we give some concrete examples, so that you get a better picture of it!

Asking for feedback

A good example is a customer satisfaction survey. You can end every conversation with the chatbot with a few short questions that uncover how the customer experienced the conversation. Think of questions such as: “How did you find our service today?” and “What would you like to see done differently?”. You can choose to give the customer several answer options, so that they can respond in a few clicks. You can also let the customer type an answer themselves, which gives you more and/or different input.

Generating leads

When potential customers get in touch via the chat, you may want to approach them later for a follow-up conversation. It is therefore handy to be able to find the leads' contact details somewhere. You can have the chatbot request this data. Have the chatbot ask questions such as: “Which organisation are you contacting us on behalf of?” or “What telephone number can we reach you on?”. The chatbot notes all this data in a single overview and can forward it to your sales team. They can then call the customer back!

Creating a ticket

You can also use a chatbot for filling in a complaint form or creating a ticket. We hope of course that it hardly ever happens, but a customer may want to report a complaint. A chatbot can recognise the customer, address them by name, ask questions and show empathy. This lets you give the customer a personal feeling while the situation is being handled! Have the chatbot say, for example: “How annoying to hear that you are experiencing this, [first name]! Can you explain a bit more specifically what your complaint is about?”. That sounds much nicer than filling in a dull complaint form, doesn't it?

Deploying a survey chatbot yourself?

With a survey chatbot you can analyse customer data and pass it on to the right colleagues. Read more in our whitepaper about the benefits of chatbots and what they can do for you!