Actionable insights with SMS Surveys [Integration]

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At LeadWire we’ve been working together with Canvs AI to bring our SMS survey module to the next level.  We’ve developed an integration in which open-ended questions for surveys are processed with Canvs’ AI and Machine Learning engine to provide you with an insightful visualization of how people feel and why in our survey report while reducing the time and cost it takes to analyze unstructured text.

Canvs & LeadWire

One of the customer retention tools LeadWire offers through our platform is the SMS survey module. An easy and accessible way to get a faster response and obtain the feedback you need, either to improve your products or services or simply to make sure you are doing the right thing.

Take an example from one of our customers, Combate Beach Resort, that using LeadWire surveyed past guests with three simple questions, including a multiple-choice where 98% of respondents voted they were extremely satisfied with the resort. Just think how a hotel owner feels when they know they are doing the right thing.  Secondly, they used a rating question to elicit their Net Promoter Score (NPS) where they got an average score of 9.5 from guests (Promoters) who will recommend the resort to people they know.  At this point they know for a fact their guests are really satisfied with their stay, however, the underlying reason why they are satisfied is not yet clear.  

This is the type of actionable feedback Canvs AI can provide.  With an open-ended question, they asked what their guests enjoyed more and what would they add to improve their next stay.  Below is the resulting report.

Combate Beach Resort
The report shows that 52.5% of respondents showed emotions of enjoyment while 45% showed emotions of love.  If we look closely at the Topics where these emotions were shown we can see that for Enjoyment 42.9% mentioned the service, 38% the friendliness of the employees, 23.8% the cleanliness, and another 23.8% their location.

With this simple analysis, Combate Beach Resort was able to quickly explore the trends in opinions from their Promoters and know the reasons they will recommend it to family and friends.  As Combate Beach Resort owner, Xavier Ramirez confirmed to us “the staff and the hotel are doing everything it takes to provide a valuable experience to our customers”.

Our sentiment analysis integration will easily give you the answers you need, harnessing the powerful response rate of SMS messaging, without losing time trying to understand your survey responses. We just give it to you in a visual report to be interpreted. With the Canvs MRX solution and LeadWire’s SMS survey tool, you can discover your customers’ emotions and why.

We all know the importance of surveying our target market to understand their needs. Just imagine it will take an SMS to know it.

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