How to use SMS to improve your Customer Service

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SMS surveys on LeadWire can create powerful market research to improve your customer experience. By sending out user surveys, users of LeadWire can view their results in an easy and approachable manner and make adjustments based on the results.

The survey feature allows for 3 different types of questions to gauge understanding of the customer experience. Each type approaches the experience differently. Taken together, these surveys are an effective tool to gather information on how to pivot or improve your service strategy! 


Ratings give you an overall sense of how your business is doing. It lets you know how your customers generally feel about their experience with your company. High ratings are something to be proud of and low ratings can let you know that your strategy needs some work! 

Ratings on LeadWire can be from 1 to 5 or from 1 to 10 and they show on your reports in the following way: 

Single Choice

Single choice answers can give users a sense of what the customer liked best or what the customer thought needed the most improvement. This can show a user what to concentrate their efforts of improvement on and what to praise the most! These results are presented in LeadWire in bar graph form and shows percentage of respondents who answered each question.  


The open-ended responses are where the user can get really important feedback from their customers. They can speak specifically to what they liked and disliked about their experience and tell you important suggestions. This can also give a deeper sense as to why your previous answers were higher or lower than expected.

Taken together, all of LeadWire’s survey options can provide you with valuable data to improve your customer service!  

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