5 Reasons Why You Should Use SMS Forms for Customer Feedback
Bird
28 Jan 2020
SMS
1 min read
Key Takeaways
Traditional forms are dying. Over 80 % of users abandon online forms—SMS feedback offers a faster, frictionless alternative.
Two-way SMS chatbots turn static forms into real conversations, improving response rates and completion rates.
Speed and simplicity matter. Customers can complete surveys or sign-ups instantly, on their own devices, without switching contexts.
SMS gets seen. With a 94 % open rate compared to 25 % for email, text-based feedback drives significantly more engagement.
Mobile-first experiences meet customers where they already are, improving satisfaction and brand perception.
Beyond surveys: creators and musicians are also using SMS and virtual numbers to build stronger audience relationships.
Q&A Highlights
Why are SMS forms better than traditional online forms?
SMS forms eliminate friction. Customers answer short messages instead of loading a webpage or dealing with long form fields.
How do chatbots make feedback collection easier?
Chatbots automate conversations, capture structured data, and reduce the need for manual processing — all while feeling personal.
What’s the biggest benefit for marketers?
Higher response and completion rates mean richer, more reliable customer feedback without increasing overhead.
Does SMS still work in 2025?
Absolutely. SMS remains universal, doesn’t depend on app installs, and reaches users instantly — even without internet access.
How can small businesses get started?
Bird offers no-code solutions and APIs that let teams deploy SMS forms or chatbots in minutes, helping businesses collect data efficiently.
Modern business is built on customer feedback. You need data to create better customer experiences, or even just to provide your service. The problem many businesses run into is that nobody enjoys filling out a form.
Modern business is built on customer feedback. You need data to create better customer experiences, or even just to provide your service. The problem many businesses run into is that nobody enjoys filling out a form.
Forms are a hassle — whether you’re asking customers to fill them out with a pen and paper or in a browser. In fact, over 81% of people have recently abandoned at least one form.
In a world that’s become increasingly mobile and on-the-go, more than 57% of consumers connect with brands on messaging apps to book flights, make a purchase online, launch customer complaints or fill out user experience surveys. So, why not use a mobile communication tool to get a customer to fill out surveys without making them fill out a dreaded form?
Enter SMS Chatbots
Two-way SMS provides an efficient and personal way to start a conversation with your customer. It’s also a great tool to collect customer feedback, without staffing your side of the interaction too heavily. If you build an SMS chatbot you can get all the information you need to fill out basic forms with minimal human overhead.
Here are 5 reasons you should use chatbots to fill out forms.
1. Speed matters. Customers are used to on-demand everything. Making them go through long and complicated forms can spoil the customer experience. Message them a few, simple questions and they can click that SUBMIT button sooner.
2. Build a buzz. 89% of people are more likely to recommend a brand after a positive experience on mobile. Give your customers a brilliant experience by helping them change that flight faster.
3. Boost sign-ups. Help your customers sign up for your loyalty programs while they’re in your store by giving them the choice to register with a few SMS messages while they’re standing in line.
4. Increase response rates. Text messages have a 94% open rate, compared to 25% for email. Improve your chances of getting a reply.
5. Meet customers on their terms. Communicate on the messaging apps customers already use with their friends. They’ll think of you as the modern company that sent them a few text messages instead of an old-fashioned email.
