Every company in the world has to ask questions to its customers.
Combined to data, it’s the best way to really know how they feel, what made them customers, what you should improve in your products, how loyal they are, etc. Those questions (and their answers) became a way to track the performance of companies and to benchmark them to their competitors. Some companies even started to calculate a part of their CEO remuneration based on customers satisfaction. Net Promoter Score, Customer Effort Score, Customer Satisfaction, Product Feedback, Product Market Fit, Market Study… you have tons of occasions to ask questions during your customers’ journey, and tons of good reasons to do it.
Obviously, if it’s that important for companies, other providers already try to solve that issue. The survey industry is a $45B market, when you include all the players operating along the complete funnel (market research firms, software providers like SurveyMonkey or Typeform…). Some Customer Experience suites and some CRM also provides survey features, and that segment is an even bigger market, with a $54B cap.
But existing solutions have major flaws:
1️⃣ They crush your users’ experience, by interrupting them in your app or on your website, or by adding yet another email in their inbox.
93% of Internet users say that they feel more online interruptions than 2 or 3 years ago, and 82% of them already left a website or an app because of them.
So instead of helping you better understand your customers, surveys make them leave.
2️⃣ Because of that bad experience, only a small fraction of your customers answer. In average, online survey have a 12% conversion rate. It means that 88% of the people you ask questions to refuse to answer.
With that few answers, how can you be sure that the decisions you’ll make from the insights you’ll collect are the right ones?
Increasing the response rate must be a priority to improve your retention.
3️⃣ And if it’s such an effort to answer, those 12% of people answering are, most of the time, really happy or really angry customers. It means that you mostly collect extreme answers and that you miss the more-neutral-but-still-highly-important answers of your customers.
That bias is as bad as the low response rate one, because it means that the decisions you’ll take will be based on a non-representative panel of users.
A bad UX, a low response rate and a bias in the answers : the survey experience is broken.
Social & Messaging DNA
At Screeb, we come from the social media and messaging industry. Michael, our CEO, worked at Facebook for 7 years. Simon, our Head of Products & Marketing, cofounded Bringr – a leading social media management solution in France – that has been acquired by iAdvize, the European leader of conversational marketing. He worked here for 5 years, including 2 with Michael and Samuel, our CTO.
Social and Messaging is in our DNA.
It means that when we started to work on that topic, we brought a fresh eye and we decided to start from scratch, not looking at what the survey industry was doing, but taking our inspiration from Instagram, Messenger or Zenly.,
The result? The beta we are announcing today! 🎉
We’ve developed a conversational survey designed to increase your retention rate. We worked a lot on how to integrate it as smoothly as possible in your visitors and users journey while increasing your response rate. Our experience and hundreds of hours of conversations with brands from all over the world were crucial to build Screeb. Still, we also wanted to invent a new format and so we decided not to adopt a traditional chatbot/chatbox format to prefer a “layer” one, more nicely integrated on our users’ interface.
So our beta starts today! That’s a invitation-only beta, meaning that you can register right now to be a part of it but we’ll progressively deliver invitations, to closely onboard our first users. We’ve opened a waiting list, and the more you’ll share Screeb to your friends and colleagues, the sooner you’ll get your invitation to our beta.
So, are you ready to increase your retention rate?
Are your ready to collect insights in the most efficient way ever?
Are you ready for Screeb?
We can’t wait to see how you’ll use it!