February 17,2025
How to Collect Customer Feedback Using a Chatbot
Collecting feedback is one of the most crucial yet frequently overlooked tasks in business. Thanks to customer reviews, a company can understand its audience’s needs, preferences, and areas where products or services can be improved. The Domino CRM ecosystem offers a highly functional chatbot template specifically designed for gathering feedback, called “Voice of Clients.”
Why Feedback Collection Is So Important
Product or Service Optimization. By knowing what customers like, you can fine-tune your market offering to meet their expectations.
Room for Improvement. A lack of feedback often conceals issues in your service, product, or internal processes. Honest comments help you identify growth opportunities and continually improve.
Increased Loyalty. When customers see that their opinions matter, they are more inclined to return. Feeling heard and respected builds trust — a direct path to repeat purchases and word-of-mouth referrals.
Self-Promotion. Positive reviews can be used in advertising campaigns and serve as a powerful influence on potential customers’ decisions.
Reputation Building. Paying attention to reviews and showing a commitment to continuous improvement enhances your brand’s reputation. Customers notice when a company truly cares about quality and values every opinion.
Why Use Chatbots Instead of Live Agents
24/7 Availability. A chatbot works around the clock without breaks or days off. Customers can leave feedback at any convenient time — without using up your team’s resources.
Reduced Workload on Staff. Automated feedback collection frees your employees to focus on more complex tasks. There’s no need to spend hours on phone calls or manual review processing — the bot does it automatically.
Consistent Communication. Chatbots aren’t subject to emotions or fatigue. They follow preset scripts and maintain a polite tone, reducing the risk of abrupt replies or misunderstandings.
Encouraging Honesty. People often feel more comfortable sharing honest opinions with a program, without fearing judgment or misinterpretation.
Automated Analysis. Chatbots don’t just collect feedback; they also categorize it according to specified criteria. This speeds up and simplifies identifying key trends and sentiments.
How the Feedback Collection Template from Domino CRM Works
Domino CRM’s builder provides two key components to get started:
System for Broadcasting. Send referral links to your chatbot directly from Domino CRM or through your own contact list.
Ready-to-Use Template. You won’t have to create the logic from scratch. The built-in scenario is ready to go and can be easily customized to fit your needs.
Step-by-Step: Using the Template
Select the Template. When creating a custom scenario in Domino CRM’s builder, you’ll see a list of available templates. Look for “Voice of Clients” and click on it.
Personalize the First Message. You can add a “Reference URL” trigger to the template to send out via broadcast, allowing you to track who clicked the link to the chatbot.
Configure the Dialog. When users enter the bot, they’re given two options: participate in the survey or politely decline. All wording — from the greeting to follow-up questions — can be tailored to your brand’s TOV.
Service Rating. The chatbot invites the user to rate the service (for example, from one to three stars) and asks them to elaborate on their rating.
Follow-Up Questions
- If the rating is relatively high, you can ask what they enjoyed.
- If the rating is low, you can ask what prompted the criticism and offer them a chance to leave their number for further contact.
Final Actions
Depending on the rating, the system can automatically assign a responsible team member to follow up, either to address the customer’s concerns or to thank them for the positive feedback.
Conclusion
The Domino CRM Chatbot is a fast and effective way to gather honest, structured reviews. It works around the clock, lightens the load on your team, and streamlines communication with your audience.
Best of all, there’s no coding required: simply select the template, adjust the dialog content to suit your objectives, and send out a broadcast. The insights you gain will help you enhance your service and stay competitive in the market.