Measure the customer satisfaction through social media
We are proud to announce that measuring customer satisfaction through social media is now possible in OBI4wan; scalable and fully automated. In cooperation with partner InSocial has OBI4wan developed a module that sends customers or contacts an invitation to take part in a customer satisfaction survey via Twitter, Facebook or LinkedIn. This module is fully integrated within OBI4wan's social media monitoring and webcare tool and is free to use for our customers.
The new module is developed within OBIlabs, the official Research Department of OBI4wan.
By gathering targeted customer feedback, you will gain insight into the performance of your Webcare team. You decide for a large part how you want to collect customer feedback, for example the frequency with which requests for participation in the research are sent. In addition, you select the accounts with which requests are sent so that over time you can measure or experience improved points as positive.
"How satisfied are you?" and "would you recommend us?"
Results of the customer satisfaction survey are directly integrated into the reporting module of OBI4wan. This extends your existing Webcare reports with a powerful metric like NPS (Net promoter Score). In the near future we extend this with other relevant insights.
So you have in addition to insight into volume, sentiment, social CRM activity and responsiveness also insight into the quality of service provision of social CRM.
With this new way of customer satisfaction research you have the possibility to collect targeted customer feedback via one of the fastest growing customer contact channels. If you are already active with customer satisfaction research via telephone or email, then the scalability gives you a valuable extension to comparative research.
Get busy with customer satisfaction survey through social media?
Do you have any questions about the new features within OBI4wan or do you want more information about the module? Please contact us via info@socialsales.eu. We are happy to help you!
