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Conversational Feedback: Your Guide to Conversational Surveys

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Guide to Conversational Surveys</title><meta name="description" content="What is conversational feedback? Get expert tips on the elements of conversational surveys, and how to make the most of them."/><meta name="robots" content="index, follow, max-video-preview:-1, max-image-preview:large, max-snippet:-1"/><meta name="language" content="en"/><meta name="twitter:label1" content="Written by"/><meta name="twitter:data1" content="Parvathi Vijayamohan"/><meta name="twitter:label2" content="Est. reading time"/><meta name="twitter:data2" content="9 min read"/><link rel="canonical" href="https://surveysparrow.com/blog/conversational-feedback/"/><link rel="alternate" hrefLang="en-us" href="https://surveysparrow.com/blog/conversational-feedback/"/><link rel="alternate" hrefLang="en" href="https://surveysparrow.com/blog/conversational-feedback/"/><link rel="alternate" hrefLang="x-default" href="https://surveysparrow.com/blog/conversational-feedback/"/><meta name="google-site-verification" content="gZ-eHOXaOlWti37fYV6_B0Mt2XgPjpQ4J7kHCgCiN7A"/><meta name="facebook-domain-verification" content="dlxlkpsduuromfkbe649p0odofy1jl"/><meta name="facebook-domain-verification" content="wd5dfrvb40bk5nvbezpvt5q95f462c"/><meta name="p:domain_verify" content="1717350021bd1dbecea839c4932732b5"/><meta name="ahrefs-site-verification" content="00b49c22644bc67ae56972171805c301cc306e348f77ccca7590ad5729bdae28"/><meta name="msvalidate.01" content="69A16033660E7BE32849F96A85F807D5"/><meta property="og:title" content="Conversational Feedback: Your Guide to Conversational Surveys"/><meta property="og:description" content="What is conversational feedback? 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read</p></div></div></div><picture><source media="(min-width: 768px)" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2022%2F09%2Fconversational-feedback-1.png&amp;w=1920&amp;q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2022%2F09%2Fconversational-feedback-1.png&amp;w=3840&amp;q=75 2x"/><source srcSet="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Ftemplates%2Fgrey-placeholder-v2.png&amp;w=1920&amp;q=70 1x, /_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Ftemplates%2Fgrey-placeholder-v2.png&amp;w=3840&amp;q=70 2x"/><img loading="eager" width="1536" height="922" decoding="async" style="color:transparent" src="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Ftemplates%2Fgrey-placeholder-v2.png&amp;w=3840&amp;q=70" placeholder="blur" alt="Conversational Feedback: Your Guide to Conversational Surveys" title="Conversational Feedback: Your Guide to Conversational Surveys" class="hidden rounded-xl object-cover md:block xl:mx-auto xl:max-w-6xl"/></picture></div></section><!--$--><div class="font-inter container flex w-full items-stretch justify-center py-10 max-md:pt-3.5 xl:mx-auto xl:max-w-screen-2xl xl:px-[2.5%] xl:pb-20 xl:pt-12"><div class="relative hidden w-64 xl:block xl:min-w-80 xl:max-w-80"><div class="sticky top-[100px] w-full"><p class="mb-4 ml-1.5 mr-4 mt-9 font-poppins text-base font-semibold uppercase text-zinc-500">Table Of Contents</p><div class="prose prose-a:flex prose-a:border-l prose-a:border-gray-200 prose-a:py-2 prose-a:text-zinc-600 prose-a:no-underline prose-a:transition-all prose-a:duration-300 prose-a:ease-in-out prose-ul:!list-none prose-ul:!ps-1 prose-li:m-0 prose-li:p-0 prose-li:text-sm prose-li:font-normal prose-li:leading-normal prose-li:text-zinc-600 hover:prose-a:!border-zinc-500 hover:prose-a:bg-neutral-100 hover:prose-li:bg-neutral-100 [&amp;&gt;div&gt;ul&gt;.main-item&gt;a&gt;.text]:ml-4 [&amp;&gt;div&gt;ul&gt;.main-item&gt;a]:border-gray-200 [&amp;&gt;div&gt;ul&gt;.main-item]:!bg-white [&amp;&gt;div&gt;ul&gt;li&gt;a&gt;.text]:ml-6 [&amp;&gt;div&gt;ul&gt;li&gt;a&gt;.text]:break-words lg:[&amp;_.active&gt;a]:border-[#63686f] lg:[&amp;_.active]:bg-neutral-100"><div id="blog-foating-menus"> <ul class="nav"> <li class="main-item"> <a href="#id1"> <div class="icon"></div> <div class="text">Contents</div> </a> </li> <li class="sub-item"> <a href="#main1"> <div class="icon"></div> <div class="text">What is conversational feedback?</div> </a> </li> <li class="sub-item"> <a href="#main2"> <div class="icon"></div> <div class="text">The 6 elements of conversational surveys</div> </a> </li> <li class="sub-item"> <a href="#main3"> <div class="icon"></div> <div class="text">Benefits and challenges of conversational feedback</div> </a> </li> <li class="sub-item"> <a href="#main4"> <div class="icon"></div> <div class="text">Best practices</div> </a> </li> </ul> </div></div></div></div><div class="flex w-full flex-col xl:w-[70%]" id="blog-content"><div id="blog-rich-text-content" class="prose prose-headings:font-medium prose-headings:leading-snug prose-headings:text-zinc-800 prose-h2:mb-5 prose-h2:mt-10 prose-h2:scroll-mt-20 prose-h2:text-4xl prose-h2:!font-semibold prose-h2:!leading-snug prose-h3:mb-3 prose-h3:mt-7 prose-h3:scroll-mt-20 prose-h3:text-3xl prose-h4:mb-1.5 prose-h4:mt-4 prose-h4:text-2xl prose-h6:mb-1.5 prose-h6:text-base prose-p:mb-4 prose-p:text-base prose-p:font-normal prose-p:!leading-loose prose-p:text-black prose-a:text-black prose-a:underline prose-a:decoration-primary prose-a:transition-all prose-a:duration-500 prose-a:ease-in-out prose-blockquote:mb-10 prose-blockquote:mt-20 prose-blockquote:border-none prose-blockquote:pl-4 prose-blockquote:font-medium prose-blockquote:text-zinc-800 prose-figure:!w-full prose-strong:font-medium prose-pre:text-white prose-ul:mb-5 prose-ul:marker:text-lg prose-li:my-0 prose-li:ml-9 prose-li:pb-3.5 prose-li:pt-2 prose-li:text-base prose-li:font-normal prose-li:!leading-loose prose-li:text-black prose-table:mx-auto prose-table:my-8 prose-table:block prose-table:max-w-fit prose-table:overflow-auto prose-table:text-center prose-thead:bg-[#04bf741a] prose-tr:align-middle prose-th:border prose-th:border-slate-300 prose-th:p-4 prose-th:text-center prose-th:align-middle prose-th:text-lg prose-th:font-normal prose-th:leading-tight prose-th:text-black prose-td:border prose-td:border-slate-300 prose-td:p-4 prose-td:align-middle prose-td:text-lg prose-img:max-w-full hover:prose-a:bg-primary hover:prose-a:text-white max-lg:prose-ol:pl-0 max-lg:prose-ul:pl-0 md:prose-h6:text-xl md:prose-p:text-lg md:prose-blockquote:pl-0 md:prose-li:text-lg xl:prose-h2:scroll-mt-24 xl:prose-h3:scroll-mt-24 w-full max-lg:min-w-full sm:px-[3.5%] lg:min-w-full [&amp;&gt;.ss-blog-content-share&gt;div:first-of-type]:rounded [&amp;&gt;.ss-blog-content-share&gt;div:first-of-type]:bg-white [&amp;&gt;.ss-blog-content-share&gt;div:first-of-type]:px-16 [&amp;&gt;.ss-blog-content-share&gt;div:first-of-type]:py-11 [&amp;&gt;.ss-blog-content-share]:my-14 [&amp;&gt;.ss-blog-content-share]:rounded [&amp;&gt;.ss-blog-content-share]:bg-sky-100 [&amp;&gt;.ss-blog-content-share]:p-2 [&amp;&gt;blockquote&gt;p:first-of-type::before]:absolute [&amp;&gt;blockquote&gt;p:first-of-type::before]:-left-2.5 [&amp;&gt;blockquote&gt;p:first-of-type::before]:-top-36 [&amp;&gt;blockquote&gt;p:first-of-type::before]:font-[&#x27;serif&#x27;] [&amp;&gt;blockquote&gt;p:first-of-type::before]:text-[18rem] [&amp;&gt;blockquote&gt;p:first-of-type::before]:not-italic [&amp;&gt;blockquote&gt;p:first-of-type::before]:text-black/5 [&amp;&gt;blockquote&gt;p:first-of-type::before]:content-[&#x27;“&#x27;] [&amp;&gt;blockquote&gt;p:nth-child(1)]:relative [&amp;&gt;blockquote&gt;p]:mb-9 [&amp;&gt;blockquote&gt;p]:text-3xl [&amp;&gt;blockquote&gt;p]:font-normal [&amp;&gt;blockquote&gt;p]:!leading-normal sm:[&amp;&gt;blockquote&gt;p]:text-3xl [&amp;&gt;ol&gt;li&gt;b]:font-medium [&amp;&gt;ol&gt;li]:marker:text-black [&amp;&gt;p&gt;iframe]:mx-auto [&amp;&gt;p&gt;iframe]:max-w-full [&amp;&gt;p&gt;strong]:inline [&amp;&gt;p&gt;strong]:overflow-hidden [&amp;&gt;p&gt;strong]:font-semibold [&amp;&gt;pre&gt;strong]:text-white [&amp;&gt;ul&gt;li&gt;b]:font-medium [&amp;&gt;ul&gt;li]:marker:text-black"><p><span data-preserver-spaces="true">“Conversational feedback.” It sounds like an oxymoron, doesn’t it? Like “small crowd” or “open secret.” </span></p> <p><span data-preserver-spaces="true">If “feedback” makes you picture long, boring forms with boring questions that take you on a one-way trip to Boretown, this article is for you. In this article, we will:</span></p> <ul> <li class="p1"><a href="#main1">Explain what conversational feedback means</a></li> <li class="p2"><a href="#main2">Discuss the six elements of conversational surveys</a></li> <li class="p3"><a href="#main3">Jot down the benefits and challenges of using them</a></li> <li class="p4"><a href="#main4">Learn the best practices for creating them.</a></li> </ul> <h2 id="main1"><span data-preserver-spaces="true">What is conversational feedback?</span></h2> <p><span data-preserver-spaces="true">Conversational feedback, or surveys, is a way to collect feedback from customers and employees more naturally. </span></p> <p><span data-preserver-spaces="true">In other words, conversational surveys collect customer/employee feedback through an informal conversation. Rather than asking them to complete a survey that feels like an interrogation, you can ask them questions as you do in a conversation. This allows people to feel more comfortable and provide honest feedback.</span></p> <p><span data-preserver-spaces="true">Due to their interactive nature, conversational surveys work well on digital platforms like email, social media, landing pages, and so on. However, a thoughtfully crafted conversational feedback form can be equally effective offline.</span></p> <p><img loading="lazy" class="alignnone wp-image-38302 " src="https://surveysparrow.com/wp-content/uploads/2022/09/2.gif" alt="Conversational feedback example: Employee motivation form" width="800" height="510"/></p> <h2 id="main2"><span data-preserver-spaces="true">The elements of conversational feedback</span></h2> <p><span data-preserver-spaces="true">The six elements of conversational feedback are: </span></p> <ol> <li class="p1"><a href="#section1">Personality</a></li> <li class="p2"><a href="#section2">Asking questions</a></li> <li class="p3"><a href="#section3">Responsiveness</a></li> <li class="p4"><a href="#section4">Empathy</a></li> <li class="p5"><a href="#section5">Smartness</a></li> <li class="p6"><a href="#section6">Scalability</a></li> </ol> <h3 id="section1"><strong><span data-preserver-spaces="true">Personality</span></strong></h3> <p><span data-preserver-spaces="true">For conversational feedback to be effective, it’s important to inject some personality into the conversation. Here are a few pointers to follow:</span></p> <ul> <li><span data-preserver-spaces="true">Think about how you want to present yourself since you represent your company. Consider the tone of voice, how people perceive your brand, and what they expect. Customize and style your surveys for more credibility with CSS white labeling.</span></li> </ul> <p><span data-preserver-spaces="true"><img loading="lazy" class="alignnone wp-image-38305 " src="https://surveysparrow.com/wp-content/uploads/2022/09/CSS-customization-SurveySparrow.gif" alt="CSS whitelabeling for better personalization" width="600" height="342"/></span></p> <ul> <li><span data-preserver-spaces="true">Make sure your chatbots and chat forms have appropriate avatars. Adding photos to the conversation adds a human touch, but illustrated avatars or custom icons add fun as well. </span></li> </ul> <p><span data-preserver-spaces="true"><img loading="lazy" class="alignnone wp-image-38306 size-large" src="https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png" alt="Chatbot avatar example" width="525" height="687" srcSet="https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png 782w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-229x300.png 229w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-768x1005.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1.png 842w" sizes="(max-width: 525px) 100vw, 525px"/></span></p> <ul> <li><span data-preserver-spaces="true">If it suits your brand, don’t be afraid to sprinkle some emojis into the conversation. Emojis are a great </span><a class="editor-rtfLink" href="https://www.forbes.com/sites/dangingiss/2019/07/17/why-an-emoji-is-worth-a-thousand-words-in-customer-service/?sh=4b80836b6361" target="_blank"><span data-preserver-spaces="true">visual way to convey emotions</span></a><span data-preserver-spaces="true">, are instant cues to the tone of voice, and can make the conversation feel more natural. </span></li> </ul> <blockquote><p><span data-preserver-spaces="true">According to </span><a class="editor-rtfLink" href="https://blog.adobe.com/en/publish/2022/09/13/emoji-trend-report-2022" target="_blank"><span data-preserver-spaces="true">Adobe’s Emoji Trend Report,</span></a><span data-preserver-spaces="true"> 73% of those surveyed believe adding emojis to messages increased that person’s likeability and friendliness quotient. </span></p></blockquote> <ul> <li><span data-preserver-spaces="true">Do conversational surveys use GIFs? Yes, absolutely! It is best to use GIFs at the end of a customer conversation when you have resolved their issue. Learn more about </span><a class="editor-rtfLink" href="https://medium.com/helpdotcom/how-to-use-gifs-responsibly-in-customer-service-live-chat-9a95e8f5b5f0" target="_blank"><span data-preserver-spaces="true">how and when to use GIFs on this blog</span></a><span data-preserver-spaces="true">. </span></li> </ul> <h3 id="section2"><strong><span data-preserver-spaces="true">Asking questions</span></strong></h3> <p><span data-preserver-spaces="true">One of the essential elements of conversational feedback is asking questions. This allows you to better understand the employee/customer’s needs and wants. But it also allows you to build rapport with the customer. </span></p> <ul> <li><span data-preserver-spaces="true">Use a mix of </span><a class="editor-rtfLink" href="https://surveysparrow.com/blog/types-of-survey-questions/" target="_blank"><span data-preserver-spaces="true">survey question types</span></a><span data-preserver-spaces="true">, like image choice, MCQs, open-ended questions, heat maps, etc. This gives more context and color to your data, and becomes a source of richer insights to support your survey goal. </span></li> <li><span data-preserver-spaces="true">But it also helps to keep the reader’s interest.</span></li> </ul> <p><img loading="lazy" class="alignnone wp-image-38307 size-large" src="https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png" alt="Image type survey question" width="525" height="299" srcSet="https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-300x171.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-768x437.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1536x875.png 1536w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1.png 1538w" sizes="(max-width: 525px) 100vw, 525px"/></p> <ul> <li><span data-preserver-spaces="true">Ask </span><a class="editor-rtfLink" href="https://surveysparrow.com/blog/survey-best-practices/#section2" target="_blank"><span data-preserver-spaces="true">one question at a time</span></a><span data-preserver-spaces="true"> as you would do in a conversation. </span></li> <li><span data-preserver-spaces="true">However, don’t go at too leisurely a pace. Stick to asking only the questions that are necessary for your survey goal. </span></li> </ul> <h3 id="section3"><strong><span data-preserver-spaces="true">Responsiveness</span></strong></h3> <p><span data-preserver-spaces="true">Another vital element of conversational feedback is responding. This means that you should listen to the customer’s responses and then react accordingly. These actions show that you’re interested in what they have to say and that you’re responsive to their needs.</span></p> <ul> <li><span data-preserver-spaces="true">Use survey logic when asking questions and responding to answers. This will ensure that the conversation flows smoothly and that you don’t get sidetracked. </span></li> <li><span data-preserver-spaces="true">Break up the conversation into choices or paths based on the survey logic. For example, if the question is:</span></li> </ul> <p><strong><span style="color:#19b885">Which are your top three most used features?</span></strong></p> <ol> <li><strong><span style="color:#19b885">NPS surveys</span></strong></li> <li><strong><span style="color:#19b885">CSAT surveys</span></strong></li> <li><strong><span style="color:#19b885">Audience panel</span></strong></li> <li><strong><span style="color:#19b885">Offline surveys, etc.</span></strong></li> </ol> <p><span data-preserver-spaces="true">The respondent selects three features from the list. Then, based on her choices, she gets a follow-up question: </span></p> <p><span style="color:#19b885"><strong>How satisfied are you with these features?</strong></span></p> <ul> <li><span data-preserver-spaces="true">If it suits the conversation, include icebreaker questions or messages like this one:</span></li> </ul> <p><span data-preserver-spaces="true"><img loading="lazy" class="alignnone wp-image-38308 size-large" src="https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png" alt="Conversational feedback example: icebreaker questions" width="525" height="274" srcSet="https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-300x157.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-768x401.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1.png 1398w" sizes="(max-width: 525px) 100vw, 525px"/></span></p> <h3 id="section4"><span data-preserver-spaces="true">Empathy</span></h3> <p><span data-preserver-spaces="true">Empathizing with the customer is another crucial element of conversational feedback. This means that you should understand how they’re feeling and what they’re going through. Again, this will help you build a better relationship with the customer. </span></p> <ul> <li><span data-preserver-spaces="true">Build empathy with data. Using tools such as Pendo and <a href="https://surveysparrow.com/" target="_blank">SurveySparrow</a> to map the user’s journey and actions can provide rich insights into their behavior and thought processes. You can use these insights to make conversational feedback forms more intuitive and get more responses.</span></li> <li><span data-preserver-spaces="true">Use survey logic to respond appropriately when a customer expresses satisfaction or dissatisfaction, such as: “That is great to hear” or “I am very sorry to hear that .”The technique can be applied to rating questions or matrix questions, along with a follow-up question, to understand the customer’s sentiment.</span></li> <li><span data-preserver-spaces="true">Update the customer/employee on where they are at in the conversation. You can do this with a progress bar or a simple message like, “One last question: how was your experience at Oceana Hotel?’ Etc. </span></li> </ul> <ul> <li><span data-preserver-spaces="true">If you need feedback of a sensitive nature or a question that requires a little more thought from the person, explain why. People will be more willing to answer once they understand why you need this kind of feedback. </span></li> </ul> <p><strong><span style="color:#19b885" data-preserver-spaces="true">“We will ask you to share details of your age and gender. </span></strong></p> <p><strong><span style="color:#19b885" data-preserver-spaces="true">This information is important to us as it will be vital to personalizing our patient experience. Do you want to continue?”</span></strong></p> <h3 id="section5"><span data-preserver-spaces="true">Smartness</span></h3> <p><span data-preserver-spaces="true">Thanks to survey logic, each question in a conversational feedback form builds on previous responses, making the whole experience look and feel much more human. But there’s more. </span></p> <ul> <li><span data-preserver-spaces="true">Conversational feedback is mobile-first. This makes sense because there are</span><a class="editor-rtfLink" href="https://datareportal.com/global-digital-overview#:~:text=There%20are%205.34%20billion%20unique,of%201.8%20percent%20per%20year." target="_blank"><span data-preserver-spaces="true"> 5.34 billion </span><strong><span data-preserver-spaces="true">unique</span></strong><span data-preserver-spaces="true"> mobile phone users </span></a><span data-preserver-spaces="true">today. One thing you are sure to find in all social media, messaging apps, and most websites (aka the places where conversations happen) is the principle of ‘</span><a class="editor-rtfLink" href="https://www.linkedin.com/pulse/what-comes-after-mobile-first-conversation-ilyas-prince2/" target="_blank"><span data-preserver-spaces="true">mobile-first</span></a><span data-preserver-spaces="true">.’ </span></li> <li><span data-preserver-spaces="true">Conversational feedback is multilingual. A 2</span><a class="editor-rtfLink" href="https://www.businesswire.com/news/home/20211026005375/en/Unbabel%E2%80%99s-2021-Global-Multilingual-CX-Survey-Reveals-68-of-Consumers-Prefer-to-Speak-with-Brands-in-Their-Native-Language" target="_blank"><span data-preserver-spaces="true">021 Global Multilingual CX Survey by Unbabel </span></a><span data-preserver-spaces="true">revealed that 68% of customers prefer to speak with brands in their native language. The same </span><a class="editor-rtfLink" href="https://www.execsintheknow.com/wordpress/wp-content/uploads/2019/06/Multilingual-CX-Report-Execs-In-The-Know-Unbabel.pdf" target="_blank"><span data-preserver-spaces="true">report</span></a><span data-preserver-spaces="true"> states that the ability to deliver high-quality support in multiple languages will be a major differentiator. </span></li> <li><span data-preserver-spaces="true">Voice notes are essential to the smart experience because they let people instantly transcribe survey responses into text. This saves a lot of time and effort for the respondents.</span></li> </ul> <h3 id="section6"><span data-preserver-spaces="true">Scalability</span></h3> <p><span data-preserver-spaces="true">A conversational survey form can be scaled to target respondents from multiple audiences. Here’s how:</span></p> <ul> <li><span data-preserver-spaces="true">Display and skip logic to stay on track according to the user’s responses.</span></li> <li><span data-preserver-spaces="true">Custom params to track and filter reactions for specific tags.</span></li> <li><span data-preserver-spaces="true">Multiple thank you pages for different respondents based on the conditions that are met – like scores or survey responses.</span></li> <li><span data-preserver-spaces="true">Create computations using mathematical formulae like calculating scores. </span></li> </ul> <h2 id="main3"><span data-preserver-spaces="true">Benefits &amp; challenges of conversational feedback</span></h2> <p><span data-preserver-spaces="true">The benefits of conversational feedback are: </span></p> <ul> <li><span data-preserver-spaces="true">It allows you to collect honest feedback. </span></li> <li><span data-preserver-spaces="true">Conversational surveys builds rapport with customers. </span></li> <li><span data-preserver-spaces="true">They helps you understand customer needs and wants. </span></li> <li><span data-preserver-spaces="true">Conversational feedback forms show that you’re responsive to customer needs. </span></li> <li><span data-preserver-spaces="true">It creates a more natural conversation flow.</span></li> </ul> <p><span data-preserver-spaces="true">The challenges of conversational feedback are: </span></p> <ul> <li><span data-preserver-spaces="true">They can be time-consuming. </span></li> <li><span data-preserver-spaces="true">There is a risk of going off-topic. </span></li> <li><span data-preserver-spaces="true">Good listening skills are a must. While chatbots help automate customer support, human agents still have to sift through the data for insights. </span></li> <li><span data-preserver-spaces="true">You need to be able to empathize with the customer while creating the form.</span></li> <li><span data-preserver-spaces="true">You need to be able to use logic.</span></li> </ul> <h2 id="main4"><span data-preserver-spaces="true">Best practices of conversational feedback</span></h2> <p><span data-preserver-spaces="true">When creating conversational surveys, there are a few best practices to follow based on the elements above: </span></p> <p><span data-preserver-spaces="true">1. Start with an introduction. </span></p> <p><span data-preserver-spaces="true">2. Be clear about what you want to achieve with the survey. </span></p> <p><span data-preserver-spaces="true">3. Ask questions relevant to the customer’s needs and wants. </span></p> <p><span data-preserver-spaces="true">4. React to the customer’s answers. </span></p> <p><span data-preserver-spaces="true">5. Empathize with the customer. </span></p> <p><span data-preserver-spaces="true">6. Use logic when asking questions and responding to answers. </span></p> <p><span data-preserver-spaces="true">7. Break up the conversation into choices based on logic. </span></p> <p><span data-preserver-spaces="true">8. End with a ‘Thank you.’ </span></p> <h2><span data-preserver-spaces="true">Wrapping Up</span></h2> <p><span data-preserver-spaces="true">Following these best practices will help you create effective conversational surveys that will allow you to collect <a href="https://surveysparrow.com/blog/5-ways-to-get-honest-feedback-and-improve-customer-satisfaction/" target="_blank">honest feedback</a> from customers and better understand their needs and wants.<br/> </span></p> <p>And, before you go, why not take SurveySparrow for a spin? 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After 6 years as a copywriter, she pivoted to B2B, diving into growth marketing for SaaS. Now she uses content and conversion optimization to fuel growth - focusing on CX, reputation management and feedback methodology for businesses.</p></div></div></div></div></div><div></div><!--/$--><!--$?--><template id="B:0"></template><!--/$--></div></main><footer class="mx-auto w-full pt-[125px] antialiased max-md:px-[15px] max-md:pt-20 bg-gradient-to-br from-[#00000080_0%] to-[#00000080_100%] bg-[#363A43]"><div class="container"><div class="border-b border-white/10"><div class="grid grid-cols-2 justify-items-stretch gap-4 max-xl:w-full max-md:items-baseline sm:pb-[26px] sm:max-xl:mb-7 md:!grid-cols-5 md:pb-11 md:max-xl:ml-4"><div class="flex flex-col max-xl:mb-[30px] max-xl:mr-2.5 max-md:mb-8 max-md:mr-0 max-md:justify-center "><h2 class="text-[#E2E6EB] font-tenon mb-2 text-base font-bold leading-relaxed tracking-[-0.32px] transition-all duration-300 ease-in-out md:mb-5 md:text-lg md:tracking-[-0.36px]">Company</h2><div class="grid max-xl:mb-[30px] max-xl:mr-2.5 max-md:mb-8 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data-preserver-spaces=\"true\"\u003e\u0026#8220;Conversational feedback.\u0026#8221; It sounds like an oxymoron, doesn\u0026#8217;t it? Like \u0026#8220;small crowd\u0026#8221; or \u0026#8220;open secret.\u0026#8221; \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf \u0026#8220;feedback\u0026#8221; makes you picture long, boring forms with boring questions that take you on a one-way trip to Boretown, this article is for you. In this article, we will:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli class=\"p1\"\u003e\u003ca href=\"#main1\"\u003eExplain what conversational feedback means\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p2\"\u003e\u003ca href=\"#main2\"\u003eDiscuss the six elements of conversational surveys\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p3\"\u003e\u003ca href=\"#main3\"\u003eJot down the benefits and challenges of using them\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p4\"\u003e\u003ca href=\"#main4\"\u003eLearn the best practices for creating them.\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main1\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWhat is conversational feedback?\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback, or surveys, is a way to collect feedback from customers and employees more naturally. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIn other words, conversational surveys collect customer/employee feedback through an informal conversation. Rather than asking them to complete a survey that feels like an interrogation, you can ask them questions as you do in a conversation. This allows people to feel more comfortable and provide honest feedback.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDue to their interactive nature, conversational surveys work well on digital platforms like email, social media, landing pages, and so on. However, a thoughtfully crafted conversational feedback form can be equally effective offline.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38302 \" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/2.gif\" alt=\"Conversational feedback example: Employee motivation form\" width=\"800\" height=\"510\" /\u003e\u003c/p\u003e\n\u003ch2 id=\"main2\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe elements of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe six elements of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003col\u003e\n\u003cli class=\"p1\"\u003e\u003ca href=\"#section1\"\u003ePersonality\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p2\"\u003e\u003ca href=\"#section2\"\u003eAsking questions\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p3\"\u003e\u003ca href=\"#section3\"\u003eResponsiveness\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p4\"\u003e\u003ca href=\"#section4\"\u003eEmpathy\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p5\"\u003e\u003ca href=\"#section5\"\u003eSmartness\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p6\"\u003e\u003ca href=\"#section6\"\u003eScalability\u003c/a\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch3 id=\"section1\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003ePersonality\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eFor conversational feedback to be effective, it\u0026#8217;s important to inject some personality into the conversation. Here are a few pointers to follow:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThink about how you want to present yourself since you represent your company. Consider the tone of voice, how people perceive your brand, and what they expect. Customize and style your surveys for more credibility with CSS white labeling.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38305 \" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/CSS-customization-SurveySparrow.gif\" alt=\"CSS whitelabeling for better personalization\" width=\"600\" height=\"342\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eMake sure your chatbots and chat forms have appropriate avatars. Adding photos to the conversation adds a human touch, but illustrated avatars or custom icons add fun as well. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38306 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png\" alt=\"Chatbot avatar example\" width=\"525\" height=\"687\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png 782w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-229x300.png 229w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-768x1005.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1.png 842w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf it suits your brand, don\u0026#8217;t be afraid to sprinkle some emojis into the conversation. Emojis are a great \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.forbes.com/sites/dangingiss/2019/07/17/why-an-emoji-is-worth-a-thousand-words-in-customer-service/?sh=4b80836b6361\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003evisual way to convey emotions\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e, are instant cues to the tone of voice, and can make the conversation feel more natural. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cblockquote\u003e\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAccording to \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://blog.adobe.com/en/publish/2022/09/13/emoji-trend-report-2022\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003eAdobe\u0026#8217;s Emoji Trend Report,\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e 73% of those surveyed believe adding emojis to messages increased that person\u0026#8217;s likeability and friendliness quotient. \u003c/span\u003e\u003c/p\u003e\u003c/blockquote\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDo conversational surveys use GIFs? Yes, absolutely! It is best to use GIFs at the end of a customer conversation when you have resolved their issue. Learn more about \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://medium.com/helpdotcom/how-to-use-gifs-responsibly-in-customer-service-live-chat-9a95e8f5b5f0\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003ehow and when to use GIFs on this blog\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section2\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAsking questions\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eOne of the essential elements of conversational feedback is asking questions. This allows you to better understand the employee/customer\u0026#8217;s needs and wants. But it also allows you to build rapport with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse a mix of \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://surveysparrow.com/blog/types-of-survey-questions/\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003esurvey question types\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e, like image choice, MCQs, open-ended questions, heat maps, etc. This gives more context and color to your data, and becomes a source of richer insights to support your survey goal. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBut it also helps to keep the reader\u0026#8217;s interest.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38307 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png\" alt=\"Image type survey question\" width=\"525\" height=\"299\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-300x171.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-768x437.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1536x875.png 1536w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1.png 1538w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAsk \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://surveysparrow.com/blog/survey-best-practices/#section2\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003eone question at a time\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e as you would do in a conversation. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eHowever, don\u0026#8217;t go at too leisurely a pace. Stick to asking only the questions that are necessary for your survey goal. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section3\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eResponsiveness\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAnother vital element of conversational feedback is responding. This means that you should listen to the customer\u0026#8217;s responses and then react accordingly. These actions show that you\u0026#8217;re interested in what they have to say and that you\u0026#8217;re responsive to their needs.\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse survey logic when asking questions and responding to answers. This will ensure that the conversation flows smoothly and that you don\u0026#8217;t get sidetracked. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBreak up the conversation into choices or paths based on the survey logic. For example, if the question is:\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eWhich are your top three most used features?\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eNPS surveys\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eCSAT surveys\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eAudience panel\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eOffline surveys, etc.\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe respondent selects three features from the list. Then, based on her choices, she gets a follow-up question: \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style=\"color: #19b885;\"\u003e\u003cstrong\u003eHow satisfied are you with these features?\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf it suits the conversation, include icebreaker questions or messages like this one:\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38308 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png\" alt=\"Conversational feedback example: icebreaker questions\" width=\"525\" height=\"274\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-300x157.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-768x401.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1.png 1398w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003ch3 id=\"section4\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eEmpathy\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eEmpathizing with the customer is another crucial element of conversational feedback. This means that you should understand how they\u0026#8217;re feeling and what they\u0026#8217;re going through. Again, this will help you build a better relationship with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBuild empathy with data. Using tools such as Pendo and \u003ca href=\"https://surveysparrow.com/\" target=\"_blank\" \u003eSurveySparrow\u003c/a\u003e to map the user\u0026#8217;s journey and actions can provide rich insights into their behavior and thought processes. You can use these insights to make conversational feedback forms more intuitive and get more responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse survey logic to respond appropriately when a customer expresses satisfaction or dissatisfaction, such as: \u0026#8220;That is great to hear\u0026#8221; or \u0026#8220;I am very sorry to hear that .\u0026#8221;The technique can be applied to rating questions or matrix questions, along with a follow-up question, to understand the customer\u0026#8217;s sentiment.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUpdate the customer/employee on where they are at in the conversation. You can do this with a progress bar or a simple message like, \u0026#8220;One last question: how was your experience at Oceana Hotel?\u0026#8217; Etc. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf you need feedback of a sensitive nature or a question that requires a little more thought from the person, explain why. People will be more willing to answer once they understand why you need this kind of feedback. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\" data-preserver-spaces=\"true\"\u003e\u0026#8220;We will ask you to share details of your age and gender. \u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\" data-preserver-spaces=\"true\"\u003eThis information is important to us as it will be vital to personalizing our patient experience. Do you want to continue?\u0026#8221;\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003ch3 id=\"section5\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eSmartness\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThanks to survey logic, each question in a conversational feedback form builds on previous responses, making the whole experience look and feel much more human. But there\u0026#8217;s more. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback is mobile-first. This makes sense because there are\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://datareportal.com/global-digital-overview#:~:text=There%20are%205.34%20billion%20unique,of%201.8%20percent%20per%20year.\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003e 5.34 billion \u003c/span\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eunique\u003c/span\u003e\u003c/strong\u003e\u003cspan data-preserver-spaces=\"true\"\u003e mobile phone users \u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003etoday. One thing you are sure to find in all social media, messaging apps, and most websites (aka the places where conversations happen) is the principle of \u0026#8216;\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.linkedin.com/pulse/what-comes-after-mobile-first-conversation-ilyas-prince2/\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003emobile-first\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e.\u0026#8217; \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback is multilingual. A 2\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.businesswire.com/news/home/20211026005375/en/Unbabel%E2%80%99s-2021-Global-Multilingual-CX-Survey-Reveals-68-of-Consumers-Prefer-to-Speak-with-Brands-in-Their-Native-Language\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003e021 Global Multilingual CX Survey by Unbabel \u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003erevealed that 68% of customers prefer to speak with brands in their native language. The same \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.execsintheknow.com/wordpress/wp-content/uploads/2019/06/Multilingual-CX-Report-Execs-In-The-Know-Unbabel.pdf\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003ereport\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e states that the ability to deliver high-quality support in multiple languages will be a major differentiator. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eVoice notes are essential to the smart experience because they let people instantly transcribe survey responses into text. This saves a lot of time and effort for the respondents.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section6\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eScalability\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eA conversational survey form can be scaled to target respondents from multiple audiences. Here\u0026#8217;s how:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDisplay and skip logic to stay on track according to the user\u0026#8217;s responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eCustom params to track and filter reactions for specific tags.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eMultiple thank you pages for different respondents based on the conditions that are met \u0026#8211; like scores or survey responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eCreate computations using mathematical formulae like calculating scores. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main3\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBenefits \u0026amp; challenges of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe benefits of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIt allows you to collect honest feedback. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational surveys builds rapport with customers. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThey helps you understand customer needs and wants. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback forms show that you\u0026#8217;re responsive to customer needs. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIt creates a more natural conversation flow.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe challenges of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThey can be time-consuming. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThere is a risk of going off-topic. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eGood listening skills are a must. While chatbots help automate customer support, human agents still have to sift through the data for insights. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eYou need to be able to empathize with the customer while creating the form.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eYou need to be able to use logic.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main4\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBest practices of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWhen creating conversational surveys, there are a few best practices to follow based on the elements above: \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e1. Start with an introduction. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e2. Be clear about what you want to achieve with the survey. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e3. Ask questions relevant to the customer\u0026#8217;s needs and wants. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e4. React to the customer\u0026#8217;s answers. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e5. Empathize with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e6. Use logic when asking questions and responding to answers. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e7. Break up the conversation into choices based on logic. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e8. End with a \u0026#8216;Thank you.\u0026#8217; \u003c/span\u003e\u003c/p\u003e\n\u003ch2\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWrapping Up\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eFollowing these best practices will help you create effective conversational surveys that will allow you to collect \u003ca href=\"https://surveysparrow.com/blog/5-ways-to-get-honest-feedback-and-improve-customer-satisfaction/\" target=\"_blank\" \u003ehonest feedback\u003c/a\u003e from customers and better understand their needs and wants.\u003cbr /\u003e\n\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003eAnd, before you go, why not take SurveySparrow for a spin? It\u0026#8217;s free to try!\u003cbr /\u003e \u003cdiv class=\"blog-component-cta\"\u003e \u003cdiv class=\"signup-wrapper\"\u003e \u003ch4\u003e Create conversational surveys with SurveySparrow \u003c/h4\u003e \u003cp\u003e Get 40% more responses \u003c/p\u003e \u003cdiv class=\"form-wrapper\"\u003e \u003cdiv class=\"flex_row ss-signup--cta ss-signup--cta--v2 ss-signup--cta--black ss-signup--cta--align-center\"\u003e \u003cdiv class=\"ss_email_signup flex_column\"\u003e \u003cform class=\"email_signup \" novalidate=\"novalidate\" method=\"POST\"\u003e \u003cdiv class=\"ss-email-signup--popup disappear\"\u003e \u003cp\u003ePlease enter a valid Email ID.\u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"input-container\"\u003e \u003cinput aria-label=\"Sign Up\" type=\"email\" name=\"ss_email\" placeholder=\"Your Business Email ID\" required=\"\" aria-required=\"true\"\u003e \u003c/div\u003e \u003cbutton type=\"submit\" data-loading-text=\"Signup...\"\u003e Signup \u003c/button\u003e 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[\u0026\u003eul\u003eli]:marker:text-black"])</script><script>self.__next_f.push([1,"2a:T4cdc,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u0026#8220;Conversational feedback.\u0026#8221; It sounds like an oxymoron, doesn\u0026#8217;t it? Like \u0026#8220;small crowd\u0026#8221; or \u0026#8220;open secret.\u0026#8221; \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf \u0026#8220;feedback\u0026#8221; makes you picture long, boring forms with boring questions that take you on a one-way trip to Boretown, this article is for you. In this article, we will:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli class=\"p1\"\u003e\u003ca href=\"#main1\"\u003eExplain what conversational feedback means\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p2\"\u003e\u003ca href=\"#main2\"\u003eDiscuss the six elements of conversational surveys\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p3\"\u003e\u003ca href=\"#main3\"\u003eJot down the benefits and challenges of using them\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p4\"\u003e\u003ca href=\"#main4\"\u003eLearn the best practices for creating them.\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main1\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWhat is conversational feedback?\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback, or surveys, is a way to collect feedback from customers and employees more naturally. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIn other words, conversational surveys collect customer/employee feedback through an informal conversation. Rather than asking them to complete a survey that feels like an interrogation, you can ask them questions as you do in a conversation. This allows people to feel more comfortable and provide honest feedback.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDue to their interactive nature, conversational surveys work well on digital platforms like email, social media, landing pages, and so on. However, a thoughtfully crafted conversational feedback form can be equally effective offline.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38302 \" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/2.gif\" alt=\"Conversational feedback example: Employee motivation form\" width=\"800\" height=\"510\" /\u003e\u003c/p\u003e\n\u003ch2 id=\"main2\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe elements of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe six elements of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003col\u003e\n\u003cli class=\"p1\"\u003e\u003ca href=\"#section1\"\u003ePersonality\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p2\"\u003e\u003ca href=\"#section2\"\u003eAsking questions\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p3\"\u003e\u003ca href=\"#section3\"\u003eResponsiveness\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p4\"\u003e\u003ca href=\"#section4\"\u003eEmpathy\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p5\"\u003e\u003ca href=\"#section5\"\u003eSmartness\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"p6\"\u003e\u003ca href=\"#section6\"\u003eScalability\u003c/a\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch3 id=\"section1\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003ePersonality\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eFor conversational feedback to be effective, it\u0026#8217;s important to inject some personality into the conversation. Here are a few pointers to follow:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThink about how you want to present yourself since you represent your company. Consider the tone of voice, how people perceive your brand, and what they expect. Customize and style your surveys for more credibility with CSS white labeling.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38305 \" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/CSS-customization-SurveySparrow.gif\" alt=\"CSS whitelabeling for better personalization\" width=\"600\" height=\"342\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eMake sure your chatbots and chat forms have appropriate avatars. Adding photos to the conversation adds a human touch, but illustrated avatars or custom icons add fun as well. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38306 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png\" alt=\"Chatbot avatar example\" width=\"525\" height=\"687\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png 782w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-229x300.png 229w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-768x1005.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1.png 842w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf it suits your brand, don\u0026#8217;t be afraid to sprinkle some emojis into the conversation. Emojis are a great \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.forbes.com/sites/dangingiss/2019/07/17/why-an-emoji-is-worth-a-thousand-words-in-customer-service/?sh=4b80836b6361\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003evisual way to convey emotions\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e, are instant cues to the tone of voice, and can make the conversation feel more natural. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cblockquote\u003e\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAccording to \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://blog.adobe.com/en/publish/2022/09/13/emoji-trend-report-2022\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003eAdobe\u0026#8217;s Emoji Trend Report,\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e 73% of those surveyed believe adding emojis to messages increased that person\u0026#8217;s likeability and friendliness quotient. \u003c/span\u003e\u003c/p\u003e\u003c/blockquote\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDo conversational surveys use GIFs? Yes, absolutely! It is best to use GIFs at the end of a customer conversation when you have resolved their issue. Learn more about \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://medium.com/helpdotcom/how-to-use-gifs-responsibly-in-customer-service-live-chat-9a95e8f5b5f0\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003ehow and when to use GIFs on this blog\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section2\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAsking questions\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eOne of the essential elements of conversational feedback is asking questions. This allows you to better understand the employee/customer\u0026#8217;s needs and wants. But it also allows you to build rapport with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse a mix of \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://surveysparrow.com/blog/types-of-survey-questions/\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003esurvey question types\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e, like image choice, MCQs, open-ended questions, heat maps, etc. This gives more context and color to your data, and becomes a source of richer insights to support your survey goal. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBut it also helps to keep the reader\u0026#8217;s interest.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38307 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png\" alt=\"Image type survey question\" width=\"525\" height=\"299\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-300x171.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-768x437.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1536x875.png 1536w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1.png 1538w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAsk \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://surveysparrow.com/blog/survey-best-practices/#section2\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003eone question at a time\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e as you would do in a conversation. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eHowever, don\u0026#8217;t go at too leisurely a pace. Stick to asking only the questions that are necessary for your survey goal. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section3\"\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eResponsiveness\u003c/span\u003e\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eAnother vital element of conversational feedback is responding. This means that you should listen to the customer\u0026#8217;s responses and then react accordingly. These actions show that you\u0026#8217;re interested in what they have to say and that you\u0026#8217;re responsive to their needs.\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse survey logic when asking questions and responding to answers. This will ensure that the conversation flows smoothly and that you don\u0026#8217;t get sidetracked. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBreak up the conversation into choices or paths based on the survey logic. For example, if the question is:\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eWhich are your top three most used features?\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eNPS surveys\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eCSAT surveys\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eAudience panel\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\"\u003eOffline surveys, etc.\u003c/span\u003e\u003c/strong\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe respondent selects three features from the list. Then, based on her choices, she gets a follow-up question: \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style=\"color: #19b885;\"\u003e\u003cstrong\u003eHow satisfied are you with these features?\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf it suits the conversation, include icebreaker questions or messages like this one:\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e\u003cimg loading=\"lazy\" class=\"alignnone wp-image-38308 size-large\" src=\"https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png\" alt=\"Conversational feedback example: icebreaker questions\" width=\"525\" height=\"274\" srcset=\"https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-1024x535.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-300x157.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1-768x401.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/survey-question-1.png 1398w\" sizes=\"(max-width: 525px) 100vw, 525px\" /\u003e\u003c/span\u003e\u003c/p\u003e\n\u003ch3 id=\"section4\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eEmpathy\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eEmpathizing with the customer is another crucial element of conversational feedback. This means that you should understand how they\u0026#8217;re feeling and what they\u0026#8217;re going through. Again, this will help you build a better relationship with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBuild empathy with data. Using tools such as Pendo and \u003ca href=\"https://surveysparrow.com/\" target=\"_blank\" \u003eSurveySparrow\u003c/a\u003e to map the user\u0026#8217;s journey and actions can provide rich insights into their behavior and thought processes. You can use these insights to make conversational feedback forms more intuitive and get more responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUse survey logic to respond appropriately when a customer expresses satisfaction or dissatisfaction, such as: \u0026#8220;That is great to hear\u0026#8221; or \u0026#8220;I am very sorry to hear that .\u0026#8221;The technique can be applied to rating questions or matrix questions, along with a follow-up question, to understand the customer\u0026#8217;s sentiment.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eUpdate the customer/employee on where they are at in the conversation. You can do this with a progress bar or a simple message like, \u0026#8220;One last question: how was your experience at Oceana Hotel?\u0026#8217; Etc. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIf you need feedback of a sensitive nature or a question that requires a little more thought from the person, explain why. People will be more willing to answer once they understand why you need this kind of feedback. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\" data-preserver-spaces=\"true\"\u003e\u0026#8220;We will ask you to share details of your age and gender. \u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"color: #19b885;\" data-preserver-spaces=\"true\"\u003eThis information is important to us as it will be vital to personalizing our patient experience. Do you want to continue?\u0026#8221;\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003ch3 id=\"section5\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eSmartness\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThanks to survey logic, each question in a conversational feedback form builds on previous responses, making the whole experience look and feel much more human. But there\u0026#8217;s more. \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback is mobile-first. This makes sense because there are\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://datareportal.com/global-digital-overview#:~:text=There%20are%205.34%20billion%20unique,of%201.8%20percent%20per%20year.\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003e 5.34 billion \u003c/span\u003e\u003cstrong\u003e\u003cspan data-preserver-spaces=\"true\"\u003eunique\u003c/span\u003e\u003c/strong\u003e\u003cspan data-preserver-spaces=\"true\"\u003e mobile phone users \u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003etoday. One thing you are sure to find in all social media, messaging apps, and most websites (aka the places where conversations happen) is the principle of \u0026#8216;\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.linkedin.com/pulse/what-comes-after-mobile-first-conversation-ilyas-prince2/\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003emobile-first\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e.\u0026#8217; \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback is multilingual. A 2\u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.businesswire.com/news/home/20211026005375/en/Unbabel%E2%80%99s-2021-Global-Multilingual-CX-Survey-Reveals-68-of-Consumers-Prefer-to-Speak-with-Brands-in-Their-Native-Language\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003e021 Global Multilingual CX Survey by Unbabel \u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003erevealed that 68% of customers prefer to speak with brands in their native language. The same \u003c/span\u003e\u003ca class=\"editor-rtfLink\" href=\"https://www.execsintheknow.com/wordpress/wp-content/uploads/2019/06/Multilingual-CX-Report-Execs-In-The-Know-Unbabel.pdf\" target=\"_blank\" \u003e\u003cspan data-preserver-spaces=\"true\"\u003ereport\u003c/span\u003e\u003c/a\u003e\u003cspan data-preserver-spaces=\"true\"\u003e states that the ability to deliver high-quality support in multiple languages will be a major differentiator. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eVoice notes are essential to the smart experience because they let people instantly transcribe survey responses into text. This saves a lot of time and effort for the respondents.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"section6\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eScalability\u003c/span\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eA conversational survey form can be scaled to target respondents from multiple audiences. Here\u0026#8217;s how:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eDisplay and skip logic to stay on track according to the user\u0026#8217;s responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eCustom params to track and filter reactions for specific tags.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eMultiple thank you pages for different respondents based on the conditions that are met \u0026#8211; like scores or survey responses.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eCreate computations using mathematical formulae like calculating scores. \u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main3\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBenefits \u0026amp; challenges of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe benefits of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIt allows you to collect honest feedback. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational surveys builds rapport with customers. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThey helps you understand customer needs and wants. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eConversational feedback forms show that you\u0026#8217;re responsive to customer needs. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eIt creates a more natural conversation flow.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThe challenges of conversational feedback are: \u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThey can be time-consuming. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eThere is a risk of going off-topic. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eGood listening skills are a must. While chatbots help automate customer support, human agents still have to sift through the data for insights. \u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eYou need to be able to empathize with the customer while creating the form.\u003c/span\u003e\u003c/li\u003e\n\u003cli\u003e\u003cspan data-preserver-spaces=\"true\"\u003eYou need to be able to use logic.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"main4\"\u003e\u003cspan data-preserver-spaces=\"true\"\u003eBest practices of conversational feedback\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWhen creating conversational surveys, there are a few best practices to follow based on the elements above: \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e1. Start with an introduction. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e2. Be clear about what you want to achieve with the survey. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e3. Ask questions relevant to the customer\u0026#8217;s needs and wants. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e4. React to the customer\u0026#8217;s answers. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e5. Empathize with the customer. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e6. Use logic when asking questions and responding to answers. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e7. Break up the conversation into choices based on logic. \u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003e8. End with a \u0026#8216;Thank you.\u0026#8217; \u003c/span\u003e\u003c/p\u003e\n\u003ch2\u003e\u003cspan data-preserver-spaces=\"true\"\u003eWrapping Up\u003c/span\u003e\u003c/h2\u003e\n\u003cp\u003e\u003cspan data-preserver-spaces=\"true\"\u003eFollowing these best practices will help you create effective conversational surveys that will allow you to collect \u003ca href=\"https://surveysparrow.com/blog/5-ways-to-get-honest-feedback-and-improve-customer-satisfaction/\" target=\"_blank\" \u003ehonest feedback\u003c/a\u003e from customers and better understand their needs and wants.\u003cbr /\u003e\n\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003eAnd, before you go, why not take SurveySparrow for a spin? It\u0026#8217;s free to try!\u003cbr /\u003e \u003cdiv class=\"blog-component-cta\"\u003e \u003cdiv class=\"signup-wrapper\"\u003e \u003ch4\u003e Create conversational surveys with SurveySparrow \u003c/h4\u003e \u003cp\u003e Get 40% more responses \u003c/p\u003e \u003cdiv class=\"form-wrapper\"\u003e \u003cdiv class=\"flex_row ss-signup--cta ss-signup--cta--v2 ss-signup--cta--black ss-signup--cta--align-center\"\u003e \u003cdiv class=\"ss_email_signup flex_column\"\u003e \u003cform class=\"email_signup \" novalidate=\"novalidate\" method=\"POST\"\u003e \u003cdiv class=\"ss-email-signup--popup disappear\"\u003e \u003cp\u003ePlease enter a valid Email ID.\u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"input-container\"\u003e \u003cinput aria-label=\"Sign Up\" type=\"email\" name=\"ss_email\" placeholder=\"Your Business Email ID\" required=\"\" aria-required=\"true\"\u003e \u003c/div\u003e \u003cbutton type=\"submit\" data-loading-text=\"Signup...\"\u003e Signup \u003c/button\u003e \u003c/form\u003e \u003c/div\u003e \u003c/div\u003e \u003cul class=\"ss-email-signup--info\"\u003e \u003cli\u003e14-Day Free Trial\u003c/li\u003e \u003cli\u003e\u003cspan\u003e•\u003c/span\u003e Cancel Anytime\u003c/li\u003e \u003cli\u003e\u003cspan\u003e•\u003c/span\u003e No Credit Card Required\u003c/li\u003e \u003cli\u003e\u003cspan\u003e•\u003c/span\u003e\u003ca href=\"/demo/\"\u003eNeed a Demo?\u003c/a\u003e\u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e \u003c/div\u003e \u003c/div\u003e\n\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2b:{\"data\":null}\n2d:{\"data\":null}\n2c:{\"id\":707,\"exitPopup\":false,\"exitPopupTitle\":null,\"exitPopupLeftTitle\":null,\"exitPopupImage\":\"$2d\"}\n2e:{\"id\":707,\"enableBlogPopup\":true,\"blogPopUpTitle\":\"Experience the power of conversational feedback\",\"blogPopUpSubTitle\":\"Boost your survey response rates by at least 40%. Try SurveySparrow for free.\"}\n2f:{\"id\":703,\"enableRequestDemoCta\":false,\"demoOrCallback\":\"Demo\"}\n30:[]\n34:{\"name\":\"General\"}\n33:{\"id\":26,\"attributes\":\"$34\"}\n36:{\"name\":\"Product Experience\"}\n35:{\"id\":32"])</script><script>self.__next_f.push([1,",\"attributes\":\"$36\"}\n32:[\"$33\",\"$35\"]\n31:{\"data\":\"$32\"}\n3a:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"39:{\"firstName\":\"Parvathi\",\"lastName\":\"Vijayamohan\",\"description\":\"\u003cp\u003eParvathi is a sociologist turned marketer. After 6 years as a copywriter, she pivoted to B2B, diving into growth marketing for SaaS. Now she uses content and conversion optimization to fuel growth - focusing on CX, reputation management and feedback methodology for businesses.\u003c/p\u003e\",\"designation\":\"Content marketer at SurveySparrow. \",\"profileOldImageUrl\":\"https://static.surveysparrow.com/site/assets/author-inner/parvathi-vijayamohan.jpg\",\"profilePicture\":\"$3a\"}\n"])</script><script>self.__next_f.push([1,"38:{\"id\":100,\"attributes\":\"$39\"}\n37:{\"data\":\"$38\"}\n3b:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"29:{\"title\":\"Conversational Feedback: Your Guide to Conversational Surveys\",\"slug\":\"conversational-feedback\",\"blogContent\":\"$2a\",\"isFeatured\":false,\"floatingMenuList\":\"\u003cdiv id=\\\"blog-foating-menus\\\"\u003e \u003cul class=\\\"nav\\\"\u003e \u003cli class=\\\"main-item\\\"\u003e \u003ca href=\\\"#id1\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eContents\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main1\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eWhat is conversational feedback?\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main2\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eThe 6 elements of conversational surveys\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main3\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eBenefits and challenges of conversational feedback\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main4\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eBest practices\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003c/ul\u003e 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xl:max-w-80\",\"children\":[\"$\",\"div\",null,{\"className\":\"sticky top-[100px] w-full\",\"children\":[[\"$\",\"p\",null,{\"className\":\"mb-4 ml-1.5 mr-4 mt-9 font-poppins text-base font-semibold uppercase text-zinc-500\",\"children\":\"Table Of Contents\"}],[\"$\",\"$L25\",null,{\"innerData\":{\"title\":\"Conversational Feedback: Your Guide to Conversational Surveys\",\"slug\":\"conversational-feedback\",\"blogContent\":\"$26\",\"isFeatured\":false,\"floatingMenuList\":\"\u003cdiv id=\\\"blog-foating-menus\\\"\u003e \u003cul class=\\\"nav\\\"\u003e \u003cli class=\\\"main-item\\\"\u003e \u003ca href=\\\"#id1\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eContents\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main1\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eWhat is conversational feedback?\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main2\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eThe 6 elements of conversational surveys\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main3\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eBenefits and challenges of conversational feedback\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003cli class=\\\"sub-item\\\"\u003e \u003ca href=\\\"#main4\\\"\u003e \u003cdiv class=\\\"icon\\\"\u003e\u003c/div\u003e \u003cdiv class=\\\"text\\\"\u003eBest practices\u003c/div\u003e \u003c/a\u003e \u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e\",\"convertSignupsToThrive\":false,\"readingTime\":\"9 min read\",\"feedbackWidget\":false,\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2022/09/conversational-feedback-1.png\",\"oldTemplateId\":null,\"oldTemplateLink\":null,\"createdAt\":\"2024-08-07T10:53:45.416Z\",\"updatedAt\":\"2023-12-15T12:13:35.000Z\",\"publishedAt\":\"2022-09-19T12:32:43.000Z\",\"blogType\":null,\"thumbnail\":{\"data\":null},\"blogExitPopUp\":{\"id\":707,\"exitPopup\":false,\"exitPopupTitle\":null,\"exitPopupLeftTitle\":null,\"exitPopupImage\":{\"data\":null}},\"blogPopup\":{\"id\":707,\"enableBlogPopup\":true,\"blogPopUpTitle\":\"Experience the power of conversational feedback\",\"blogPopUpSubTitle\":\"Boost your survey response rates by at least 40%. Try SurveySparrow for free.\"},\"requestDemoCta\":{\"id\":703,\"enableRequestDemoCta\":false,\"demoOrCallback\":\"Demo\"},\"blogTopBanner\":null,\"faqSection\":[],\"blogCategories\":{\"data\":[{\"id\":26,\"attributes\":{\"name\":\"General\"}},{\"id\":32,\"attributes\":{\"name\":\"Product Experience\"}}]},\"blogAuthor\":{\"data\":{\"id\":100,\"attributes\":{\"firstName\":\"Parvathi\",\"lastName\":\"Vijayamohan\",\"description\":\"\u003cp\u003eParvathi is a sociologist turned marketer. After 6 years as a copywriter, she pivoted to B2B, diving into growth marketing for SaaS. Now she uses content and conversion optimization to fuel growth - focusing on CX, reputation management and feedback methodology for businesses.\u003c/p\u003e\",\"designation\":\"Content marketer at SurveySparrow. \",\"profileOldImageUrl\":\"https://static.surveysparrow.com/site/assets/author-inner/parvathi-vijayamohan.jpg\",\"profilePicture\":{\"data\":null}}}},\"blogGuestAuthor\":{\"data\":null}}}]]}]}],[\"$\",\"div\",null,{\"className\":\"flex w-full flex-col xl:w-[70%]\",\"id\":\"blog-content\",\"children\":[[\"$\",\"div\",null,{\"id\":\"blog-rich-text-content\",\"className\":\"$27\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"“Conversational feedback.” It sounds like an oxymoron, doesn’t it? Like “small crowd” or “open secret.” \"}]}],\"\\n\",[\"$\",\"p\",\"2\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"If “feedback” makes you picture long, boring forms with boring questions that take you on a one-way trip to Boretown, this article is for you. In this article, we will:\"}]}],\"\\n\",[\"$\",\"ul\",\"4\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"className\":\"p1\",\"children\":[\"$\",\"a\",null,{\"href\":\"#main1\",\"children\":\"Explain what conversational feedback means\"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"className\":\"p2\",\"children\":[\"$\",\"a\",null,{\"href\":\"#main2\",\"children\":\"Discuss the six elements of conversational surveys\"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"className\":\"p3\",\"children\":[\"$\",\"a\",null,{\"href\":\"#main3\",\"children\":\"Jot down the benefits and challenges of using them\"}]}],\"\\n\",[\"$\",\"li\",\"7\",{\"className\":\"p4\",\"children\":[\"$\",\"a\",null,{\"href\":\"#main4\",\"children\":\"Learn the best practices for creating them.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h2\",\"6\",{\"id\":\"main1\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"What is conversational feedback?\"}]}],\"\\n\",[\"$\",\"p\",\"8\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Conversational feedback, or surveys, is a way to collect feedback from customers and employees more naturally. \"}]}],\"\\n\",[\"$\",\"p\",\"10\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"In other words, conversational surveys collect customer/employee feedback through an informal conversation. Rather than asking them to complete a survey that feels like an interrogation, you can ask them questions as you do in a conversation. This allows people to feel more comfortable and provide honest feedback.\"}]}],\"\\n\",[\"$\",\"p\",\"12\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Due to their interactive nature, conversational surveys work well on digital platforms like email, social media, landing pages, and so on. However, a thoughtfully crafted conversational feedback form can be equally effective offline.\"}]}],\"\\n\",[\"$\",\"p\",\"14\",{\"children\":[\"$\",\"img\",null,{\"loading\":\"lazy\",\"className\":\"alignnone wp-image-38302 \",\"src\":\"https://surveysparrow.com/wp-content/uploads/2022/09/2.gif\",\"alt\":\"Conversational feedback example: Employee motivation form\",\"width\":\"800\",\"height\":\"510\",\"children\":null}]}],\"\\n\",[\"$\",\"h2\",\"16\",{\"id\":\"main2\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"The elements of conversational feedback\"}]}],\"\\n\",[\"$\",\"p\",\"18\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"The six elements of conversational feedback are: \"}]}],\"\\n\",[\"$\",\"ol\",\"20\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"className\":\"p1\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section1\",\"children\":\"Personality\"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"className\":\"p2\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section2\",\"children\":\"Asking questions\"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"className\":\"p3\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section3\",\"children\":\"Responsiveness\"}]}],\"\\n\",[\"$\",\"li\",\"7\",{\"className\":\"p4\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section4\",\"children\":\"Empathy\"}]}],\"\\n\",[\"$\",\"li\",\"9\",{\"className\":\"p5\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section5\",\"children\":\"Smartness\"}]}],\"\\n\",[\"$\",\"li\",\"11\",{\"className\":\"p6\",\"children\":[\"$\",\"a\",null,{\"href\":\"#section6\",\"children\":\"Scalability\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h3\",\"22\",{\"id\":\"section1\",\"children\":[\"$\",\"strong\",null,{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Personality\"}]}]}],\"\\n\",[\"$\",\"p\",\"24\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"For conversational feedback to be effective, it’s important to inject some personality into the conversation. Here are a few pointers to follow:\"}]}],\"\\n\",[\"$\",\"ul\",\"26\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Think about how you want to present yourself since you represent your company. Consider the tone of voice, how people perceive your brand, and what they expect. Customize and style your surveys for more credibility with CSS white labeling.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"p\",\"28\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":[\"$\",\"img\",null,{\"loading\":\"lazy\",\"className\":\"alignnone wp-image-38305 \",\"src\":\"https://surveysparrow.com/wp-content/uploads/2022/09/CSS-customization-SurveySparrow.gif\",\"alt\":\"CSS whitelabeling for better personalization\",\"width\":\"600\",\"height\":\"342\",\"children\":null}]}]}],\"\\n\",[\"$\",\"ul\",\"30\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Make sure your chatbots and chat forms have appropriate avatars. Adding photos to the conversation adds a human touch, but illustrated avatars or custom icons add fun as well. \"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"p\",\"32\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":[\"$\",\"img\",null,{\"loading\":\"lazy\",\"className\":\"alignnone wp-image-38306 size-large\",\"src\":\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png\",\"alt\":\"Chatbot avatar example\",\"width\":\"525\",\"height\":\"687\",\"srcSet\":\"https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-782x1024.png 782w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-229x300.png 229w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1-768x1005.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/chat-avatar-1.png 842w\",\"sizes\":\"(max-width: 525px) 100vw, 525px\",\"children\":null}]}]}],\"\\n\",[\"$\",\"ul\",\"34\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"If it suits your brand, don’t be afraid to sprinkle some emojis into the conversation. Emojis are a great \"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://www.forbes.com/sites/dangingiss/2019/07/17/why-an-emoji-is-worth-a-thousand-words-in-customer-service/?sh=4b80836b6361\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"visual way to convey emotions\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\", are instant cues to the tone of voice, and can make the conversation feel more natural. \"}]]}],\"\\n\"]}],\"\\n\",[\"$\",\"blockquote\",\"36\",{\"children\":[\"$\",\"p\",null,{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"According to \"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://blog.adobe.com/en/publish/2022/09/13/emoji-trend-report-2022\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Adobe’s Emoji Trend Report,\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\" 73% of those surveyed believe adding emojis to messages increased that person’s likeability and friendliness quotient. \"}]]}]}],\"\\n\",[\"$\",\"ul\",\"38\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"Do conversational surveys use GIFs? Yes, absolutely! It is best to use GIFs at the end of a customer conversation when you have resolved their issue. Learn more about \"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://medium.com/helpdotcom/how-to-use-gifs-responsibly-in-customer-service-live-chat-9a95e8f5b5f0\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"how and when to use GIFs on this blog\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\". \"}]]}],\"\\n\"]}],\"\\n\",[\"$\",\"h3\",\"40\",{\"id\":\"section2\",\"children\":[\"$\",\"strong\",null,{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Asking questions\"}]}]}],\"\\n\",[\"$\",\"p\",\"42\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"One of the essential elements of conversational feedback is asking questions. This allows you to better understand the employee/customer’s needs and wants. But it also allows you to build rapport with the customer. \"}]}],\"\\n\",[\"$\",\"ul\",\"44\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"Use a mix of \"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://surveysparrow.com/blog/types-of-survey-questions/\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"survey question types\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\", like image choice, MCQs, open-ended questions, heat maps, etc. This gives more context and color to your data, and becomes a source of richer insights to support your survey goal. \"}]]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"But it also helps to keep the reader’s interest.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"p\",\"46\",{\"children\":[\"$\",\"img\",null,{\"loading\":\"lazy\",\"className\":\"alignnone wp-image-38307 size-large\",\"src\":\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png\",\"alt\":\"Image type survey question\",\"width\":\"525\",\"height\":\"299\",\"srcSet\":\"https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1024x583.png 1024w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-300x171.png 300w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-768x437.png 768w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1-1536x875.png 1536w, https://surveysparrow.com/wp-content/uploads/2022/09/image-choice-question-1.png 1538w\",\"sizes\":\"(max-width: 525px) 100vw, 525px\",\"children\":null}]}],\"\\n\",[\"$\",\"ul\",\"48\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"Ask \"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://surveysparrow.com/blog/survey-best-practices/#section2\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"one question at a time\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\" as you would do in a conversation. \"}]]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"However, don’t go at too leisurely a pace. Stick to asking only the questions that are necessary for your survey goal. \"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h3\",\"50\",{\"id\":\"section3\",\"children\":[\"$\",\"strong\",null,{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Responsiveness\"}]}]}],\"\\n\",[\"$\",\"p\",\"52\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Another vital element of conversational feedback is responding. This means that you should listen to the customer’s responses and then react accordingly. These actions show that you’re interested in what they have to say and that you’re responsive to their needs.\"}]}],\"\\n\",[\"$\",\"ul\",\"54\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Use survey logic when asking questions and responding to answers. This will ensure that the conversation flows smoothly and that you don’t get sidetracked. \"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Break up the conversation into choices or paths based on the survey logic. 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This means that you should understand how they’re feeling and what they’re going through. Again, this will help you build a better relationship with the customer. \"}]}],\"\\n\",[\"$\",\"ul\",\"72\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":[\"Build empathy with data. Using tools such as Pendo and \",[\"$\",\"a\",\"1\",{\"href\":\"https://surveysparrow.com/\",\"target\":\"_blank\",\"children\":\"SurveySparrow\"}],\" to map the user’s journey and actions can provide rich insights into their behavior and thought processes. You can use these insights to make conversational feedback forms more intuitive and get more responses.\"]}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Use survey logic to respond appropriately when a customer expresses satisfaction or dissatisfaction, such as: “That is great to hear” or “I am very sorry to hear that .”The technique can be applied to rating questions or matrix questions, along with a follow-up question, to understand the customer’s sentiment.\"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Update the customer/employee on where they are at in the conversation. 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Do you want to continue?”\"}]}]}],\"\\n\",[\"$\",\"h3\",\"80\",{\"id\":\"section5\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Smartness\"}]}],\"\\n\",[\"$\",\"p\",\"82\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Thanks to survey logic, each question in a conversational feedback form builds on previous responses, making the whole experience look and feel much more human. But there’s more. \"}]}],\"\\n\",[\"$\",\"ul\",\"84\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"Conversational feedback is mobile-first. This makes sense because there are\"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://datareportal.com/global-digital-overview#:~:text=There%20are%205.34%20billion%20unique,of%201.8%20percent%20per%20year.\",\"target\":\"_blank\",\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\" 5.34 billion \"}],[\"$\",\"strong\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"unique\"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\" mobile phone users \"}]]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\"today. One thing you are sure to find in all social media, messaging apps, and most websites (aka the places where conversations happen) is the principle of ‘\"}],[\"$\",\"a\",\"3\",{\"className\":\"editor-rtfLink\",\"href\":\"https://www.linkedin.com/pulse/what-comes-after-mobile-first-conversation-ilyas-prince2/\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"mobile-first\"}]}],[\"$\",\"span\",\"4\",{\"data-preserver-spaces\":\"true\",\"children\":\".’ \"}]]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[[\"$\",\"span\",\"0\",{\"data-preserver-spaces\":\"true\",\"children\":\"Conversational feedback is multilingual. A 2\"}],[\"$\",\"a\",\"1\",{\"className\":\"editor-rtfLink\",\"href\":\"https://www.businesswire.com/news/home/20211026005375/en/Unbabel%E2%80%99s-2021-Global-Multilingual-CX-Survey-Reveals-68-of-Consumers-Prefer-to-Speak-with-Brands-in-Their-Native-Language\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"021 Global Multilingual CX Survey by Unbabel \"}]}],[\"$\",\"span\",\"2\",{\"data-preserver-spaces\":\"true\",\"children\":\"revealed that 68% of customers prefer to speak with brands in their native language. The same \"}],[\"$\",\"a\",\"3\",{\"className\":\"editor-rtfLink\",\"href\":\"https://www.execsintheknow.com/wordpress/wp-content/uploads/2019/06/Multilingual-CX-Report-Execs-In-The-Know-Unbabel.pdf\",\"target\":\"_blank\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"report\"}]}],[\"$\",\"span\",\"4\",{\"data-preserver-spaces\":\"true\",\"children\":\" states that the ability to deliver high-quality support in multiple languages will be a major differentiator. \"}]]}],\"\\n\",[\"$\",\"li\",\"5\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Voice notes are essential to the smart experience because they let people instantly transcribe survey responses into text. This saves a lot of time and effort for the respondents.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h3\",\"86\",{\"id\":\"section6\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Scalability\"}]}],\"\\n\",[\"$\",\"p\",\"88\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"A conversational survey form can be scaled to target respondents from multiple audiences. Here’s how:\"}]}],\"\\n\",[\"$\",\"ul\",\"90\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Display and skip logic to stay on track according to the user’s responses.\"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Custom params to track and filter reactions for specific tags.\"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Multiple thank you pages for different respondents based on the conditions that are met – like scores or survey responses.\"}]}],\"\\n\",[\"$\",\"li\",\"7\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Create computations using mathematical formulae like calculating scores. \"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h2\",\"92\",{\"id\":\"main3\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Benefits \u0026 challenges of conversational feedback\"}]}],\"\\n\",[\"$\",\"p\",\"94\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"The benefits of conversational feedback are: \"}]}],\"\\n\",[\"$\",\"ul\",\"96\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"It allows you to collect honest feedback. \"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Conversational surveys builds rapport with customers. \"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"They helps you understand customer needs and wants. \"}]}],\"\\n\",[\"$\",\"li\",\"7\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Conversational feedback forms show that you’re responsive to customer needs. \"}]}],\"\\n\",[\"$\",\"li\",\"9\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"It creates a more natural conversation flow.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"p\",\"98\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"The challenges of conversational feedback are: \"}]}],\"\\n\",[\"$\",\"ul\",\"100\",{\"children\":[\"\\n\",[\"$\",\"li\",\"1\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"They can be time-consuming. \"}]}],\"\\n\",[\"$\",\"li\",\"3\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"There is a risk of going off-topic. \"}]}],\"\\n\",[\"$\",\"li\",\"5\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Good listening skills are a must. While chatbots help automate customer support, human agents still have to sift through the data for insights. \"}]}],\"\\n\",[\"$\",\"li\",\"7\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"You need to be able to empathize with the customer while creating the form.\"}]}],\"\\n\",[\"$\",\"li\",\"9\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"You need to be able to use logic.\"}]}],\"\\n\"]}],\"\\n\",[\"$\",\"h2\",\"102\",{\"id\":\"main4\",\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"Best practices of conversational feedback\"}]}],\"\\n\",[\"$\",\"p\",\"104\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"When creating conversational surveys, there are a few best practices to follow based on the elements above: \"}]}],\"\\n\",[\"$\",\"p\",\"106\",{\"children\":[\"$\",\"span\",null,{\"data-preserver-spaces\":\"true\",\"children\":\"1. 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