Project Name
Simplifying Customer Surveys for Product Feedback with Salesforce SMS App
CLIENT OVERVIEW
Our client is a prominent consumer electronics brand based in France. Operating in a competitive market, the client struggled with gathering timely product feedback from customers. Low response rates to surveys, manual data collection processes, and delayed insights into satisfaction levels hindered their ability to iterate on products effectively. Seeking a streamlined solution, the client turned to a centralized Salesforce SMS app to automate survey distribution and improve customer engagement.
CHALLENGES
- Low product feedback submission: Customers rarely completed surveys, leading to incomplete data on product performance.
- Manual collection of NPS surveys: Teams depended on emails and calls, which were time-consuming and inefficient.
- Delayed insights into customer satisfaction: Slow feedback loops prevented quick identification and resolution of issues.
OUR SOLUTION
The consumer electronics brand implemented SMS Ninja, a Salesforce SMS app for consumer goods, to automate post-purchase surveys and enable real-time customer insights. Key Use Cases Implemented:
- WhatsApp-Based NPS Surveys: Automated NPS surveys were sent via WhatsApp shortly after purchase, making it easy for customers to provide ratings and comments.
- SMS Links for Quick Feedback: Short SMS messages included direct links to feedback forms, encouraging immediate responses without friction.
- Real-Time Alerts for Negative Ratings: Instant notifications alerted teams to low scores, allowing for prompt follow-up and resolution.
Qualitative Results
Before: Feedback response rate at 10%
After: Feedback response rate at 30%
Before: Average resolution time of 7 days
After: Average resolution time of 2 days
Before: Product iteration cycle of 6 months
After: Product iteration cycle of 4 months
Enhance Customer Feedback with Salesforce SMS App for Consumer Goods!
