WhatsApp Surveys are an excellent way to gather quick and engaging feedback from your customers. With Zonka Feedback’s WhatsApp Survey Tool, you can send personalized survey invitations directly to your customers via WhatsApp, ensuring higher engagement and response rates. You can compose, customize, schedule, and send WhatsApp surveys seamlessly from the platform.

To send WhatsApp Surveys through Zonka Feedback, follow these steps

Let's review these 4 steps to Sending WhatsApp Surveys in detail.

With SMS personalization and customization, you can tailor your survey messages to meet your needs. Here's what you can do

When composing your WhatsApp message

By default, the default WhatsApp message would be saved in your account. To save your own message, simply customize the message and send yourself or your recipients the WhatsApp Survey.

Once sent, your customized messages are saved automatically and can be reused for future campaigns using the same survey.

Use placeholders like {contact_name} or {order_number} to personalize the message. Personalization boosts engagement and response rates.

While personalizing your WhatsApp Surveys, you can choose from Contact Attributes, Survey Variables and Hidden Variables and insert them in the WhatsApp body.

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In this, you can insert multiple placeholders like

'Hey {{contact_name}}, thanks for visiting our {{locationId}} store. We'd love your feedback. Please spare a few moments to tell us how your experience was at https://us1.zonka.co/xxxxxx.'

To insert placeholders, do as follows.

By default, you'd see that the WhatsApp body has {URL} added. This is the auto-generated, personalized, and trackable survey link that is sent with the WhatsApp Body.

The Survey Platform has a default message included for you to quickly edit, preview or test your WhatsApp Survey sending. This can be edited, customized or removed. However, if you'd like to add it back, you can simply click on 'Insert Default Message'.

Ensure your message remains concise. While WhatsApp allows longer messages, overly lengthy ones may reduce readability.

Before you start sending WhatsApp surveys, it's important to have your contacts ready and ensure that their phone numbers are accurate and properly formatted. You can add your recipients in 4 ways.

To add contacts manually, simply type in the contact's name followed by their phone number separated by a comma. Each recipient should be on a new line. Phone numbers should be formatted with the country code, with the "+" symbol and no spaces.
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There is no limit on adding contacts manually. You can add as many contacts as you like.

You can create Contact Lists and Segments in your platform and check the contact list you'd like to send WhatsApp Surveys to. Multiple Contact Lists can also be selected.

Learn how to create Contacts Lists.
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You can also add recipients using a CSV file. Here's how.

The CSV File can contain 4 columns. These are as follows.

Example CSV Import Format

Yes, even if a Contact exists in Zonka Feedback, you can import them again in your CSV file. The contact would not be re-added in your Contacts module, but the WhatsApp message would be triggered to them.

If you upload new contact details for the Contact, for example, the Unique Id matches but email address is different, the email address from the latest CSV would get updated in the contact.

When uploading a CSV to Zonka Feedback, duplicates are automatically removed and only the first instance of each contact per file is processed. However, we do recommend scanning for duplicates before importing.

A lot of times you would like to send additional information with your Contacts. For example, location where the customer visited, type of item which they purchased, order number, delivery status, country, gender, department and so on.

You can do so by using the option 'Import CSV with Pre-Filled Data'.

In this CSV, you can add as many properties or variables or attributes as you like as columns in the CSV in addition to the mobile number of the recipient.

The CSV File can contain as many columns as you like. These are as follows.

Example CSV Import with Pre-Filled Data

In CSV Import with Additional Data, if there are duplicates with exactly same information, they would be automatically skipped. However, if any values differ, the WhatsApp Survey will be sent to them as many times as they are mentioned.

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Let's say you're sending WhatsApp Surveys to customers who made a purchase at your store this week. Of the customers, two of them made a purchase twice at your store.

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When you're importing a CSV, you have included additional variables like Date of Purchase and Purchase ID. Now in these two contacts, there would be two rows each and they would have different date of purchase and purchase ID. So Zonka Feedback would only add one Contact but send them two WhatsApp messages - one for each unique purchase.
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Once you have added your recipients, your WhatsApp survey is ready to collect responses. You can either send it immediately or schedule it for later.

Before sending your WhatsApp survey, it is important to preview it to make sure it is clear, concise, and error-free.

Once you have composed your message, and added your recipients, you can click on 'Preview' button to Preview your WhatsApp Survey.

In the Preview Screen, verify the following

Start collecting valuable customer feedback with Zonka Feedback’s WhatsApp Survey Tool today! Engage your audience where they are and improve your insights with seamless and interactive feedback collection.