Understanding the Pain Statement
Customer churn is a reality for every business especially SaaS based businesses, and understanding the reasons behind it is crucial for improvement and growth. As a founder, I was facing a churn rate of 5 to 10%, and despite my efforts to reach out directly via email, I wasn’t getting the feedback I needed. The emails sent from my personal address to inquire about non-renewals went unanswered, which was frustrating. Without this feedback, it’s nearly impossible to identify and address the reasons why customers leave, making it challenging to refine our product offerings and customer experience.
The Experiment That Changed Everything
Recognizing the importance of obtaining feedback, I decided to experiment with a different approach. Instead of continuing with emails, I turned to WhatsApp, a platform widely used and preferred by many of our customers. I created a simple WhatsApp message with just three options for customers to select from, making it easy and quick for them to respond. The results were astonishing—18 to 20% of customers responded to the WhatsApp message, a significant improvement over the email response rate.
The Solution WhatsApp Chatbots for Feedback
To streamline this process, we developed a WhatsApp chatbot using the Picky Assist Visual No-Code Flow Builder. This tool allows us to set up the chatbot in just two minutes, enabling us to send out feedback requests efficiently. The chatbot presents customers with a few simple options to choose from, making it easy for them to share their reasons for not renewing.
Advantages of Using WhatsApp Chatbots for Feedback
- Increased Engagement: The shift from email to WhatsApp led to a dramatic increase in response rates. Customers are more likely to engage with a platform they frequently use, and providing them with quick options encourages participation.
- Time-Efficient Setup: With the Picky Assist Visual No-Code Flow Builder, setting up the chatbot is quick and easy. In just two minutes, you can create a fully functional chatbot ready to send out feedback requests.
- Personalized Interaction: WhatsApp allows for a more personal touch, as customers feel they are receiving a direct message rather than a generic email. This personalization can lead to more honest and valuable feedback.
- Automation and Scalability: The chatbot can handle multiple conversations simultaneously, making it scalable and efficient for businesses of all sizes. Automation also ensures that feedback requests are sent consistently, without manual intervention.
- Actionable Insights: The responses gathered through the WhatsApp chatbot provide actionable insights that can be used to improve products and services, ultimately reducing churn.
Implementing the Strategy A Step-by-Step Guide
- Identify Key Feedback Questions: Start by determining the most critical questions you need to ask churned customers. Keep the options limited to three to make it easy for customers to respond.
- Set Up the WhatsApp Chatbot: Using the Picky Assist Visual No-Code Flow Builder, create your chatbot. Input the feedback questions and set up automated responses based on the customer’s selection.
- Deploy the Chatbot: Once the chatbot is set up, deploy it to your customer base. Send out the feedback request via WhatsApp, ensuring that it’s timed well to catch customers when they’re most likely to respond.
- Analyze the Responses: Collect the feedback and analyze the responses to identify common reasons for churn. Use these insights to make informed decisions on how to improve your offerings.
- Follow Up: Consider following up with customers who responded to thank them for their feedback and inform them of any changes made based on their input. This can help rebuild trust and potentially win back lost customers.
A New Era in Customer Feedback
The shift to using WhatsApp chatbots for gathering feedback from churned customers has proven to be a game-changer. Not only has it increased response rates, but it has also provided us with valuable insights that were previously unattainable through email. By embracing this strategy, businesses can better understand the reasons behind customer churn and take proactive steps to enhance customer satisfaction and retention.
If you’re struggling to get feedback from your churned customers, consider giving WhatsApp chatbots a try. With tools like the Picky Assist Visual No-Code Flow Builder, it’s easier than ever to create and deploy a feedback system that works.
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