Surveys and feedback forms are very useful in improving business outcomes, but conducting these research exercises is not easy. Soliciting surveys and designing effective feedback forms are very challenging tasks. Done right, they can not only lead to revenue growth but also generate ground-breaking and authoritative insights that enhance brand awareness.
Since the return of investment is not immediate, businesses hesitate to put in large proportions of human capital towards the repetitive and tedious questioning activities. With the advent of conversational AI like voice bots and chatbots, brands can perform high-quality surveys at a very low cost. Keep reading to find out how voicebots in survey can help brands.
Limitations of Traditional Surveying
Surveys are vital for businesses, governments, research institutions, and even social media enthusiasts. They help respondents feel engaged. When conducted well, surveys yield hard numbers and undisputable opinions. They determine whether it is an individual opinion or a collective view and experience.
Some people are annoyed by such requests, but more than 75% of customers report a positive opinion about brands that take them—over 80% of companies that use data from surveys report year-on-year growth.
There are many challenges in conducting them. Even if a survey has been designed intelligently, making the respondent feel enthusiastic about participating, and eliciting sufficient responses is very difficult. Surveys are usually sent out by email or may show up as website CTA, chatbot, and even on social media and messaging channels. These questionnaires are easy to dismiss, leaving results at the mercy of respondents’ moods.
Response rates of 1-2% are, therefore, considered good. This causes some brands to send out more of them, exacerbating the survey fatigue from reading and thinking. Then, some brands hit on a solution – sending fewer questionnaires but with more questions; Doing that often causes subjects to abandon the exercise. Alternatively, brands may reduce the number of questions but compromise on the number and quality of data points.
Voice bots offer a simple solution to the problems above.
Using Voicebots for Surveys
A voicebot is a Conversational AI that communicates with people by mimicking human speech. They can be used to automate calls, respond appropriately, escalate to the appropriate stakeholder, and gather data while conversing. The greatest advantage is that they can tirelessly make tedious and repetitive calls.
Voicebots can be programmed to conduct surveys and gather feedback. The conversation sounds natural, and the AI gathers crucial inputs and insights in the background. The calls can be recorded for later use.
Firstly, call campaigns using voicebots have a higher chance of getting complete responses. People are unlikely to hang up. The calls are more convenient than clicking buttons since conversation comes more naturally to humans than anything else.
Secondly, recording oral responses give scope to gain insights from voice inflection, the sentiment being expressed, accent, etc. People can be asked questions needing longer answers and also more questions. They will not be as exhausted mentally as with chatbots and emails.
Thirdly, voicebots make it possible to conduct many large-scale surveys easily with a better customer experience for each one. There is no substitute for talking to consumers. Voicebots in surveys makes it convenient to talk to many of them and ask better questions. Another advantage is that the data can be processed using an omnichannel analytics suite to obtain more insights.
Voice is the most effective medium to reach customers. Investing in a quality voice AI like Gnani’s Feedback & Survey Bots can help reduce operational costs by 70%. It makes your business operations more efficient by giving you an invaluable source of customer perception data. You can reach 50% more respondents.