How to survey customers using Whatsapp

In this article we'll explain how you can survey your customers using Messenger or Whatsapp. The Hello Customer platform doesn't have this available as a default option, but there is a feasible workaround to make this happen. 

  • The first step is owing the Whatsapp business app, which is free to download on the Whatsapp website. To connect the app with your customer data, you need to integrate the data using the Whatsapp Business API. Whatsapp has multiple preferred partners who can help you build a connection ( click here to find the list). To make this integration a success, you will need a customer service hub to easily manage the tickets coming in. Two providers we're already familiarised with are Twilio and Sparkcentral.
  • Once this is set-up, you are ready to communicate with your customers. Keep in mind that the customer needs to take the first step in the conversation. You're not allowed to reach out proactively. 
  • When the conversation is over, a ticket will be closed in your customer service hub and this will be the trigger for a Hello Customer survey to be launched in Whatsapp or Messenger. Here's an overview of the flow:    

When the customer fills out the survey, it is visible in the Hello Customer platform after maximum 2 hours. 

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