[SMK] Social Media Knowledge


SurveyMonkey swings into Messenger

Feedback facilitator SurveyMonkey has found a new way to interface with Facebook, running surveys directly within Messenger.

Talk to an interested ape

The Messenger-integrated surveys look pretty-much the same as a standard Messenger conversation. Instead of chatting with a real friend, the respondent chats with a friendly SurveyMonkey.

Questions show up in the chat window, just like a message from a friend. Response options appear like smart-reply shortcuts, selectable and able to be swiped.

When a response is selected, the conversation moves on. The next question comes through and the next set of options are presented.

Will it work?

Functionally, both the set-up and execution of SurveyMonkey on Messenger look smooth. They ran it in open beta for a short while, and ironed out a couple of issues

SurveyMonkey’s own research shows that, of the people who had taken a survey on Messenger, nine out of ten of them enjoyed their experience and would do it again. For a feedback channel, that’s pretty good.

This is one of the better and most sensibly implemented chat-bots we’ve seen recently. It gives you the capacity for one-on-one interactions with customers, delivered at scale and generating useful insights.

Have you factored automated Messenger interactions into your communications plan?

Copy Transmission is a Melbourne-based agency :: Better Brands. Loud & Clear.

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