Customer Survey is a flexible IVR self service module that invites customers to rate their experiences straight after an interaction – with results instantly available to managers. Customer feedback is essential to gain a full understanding of the types of experiences your customers are having while interacting with your organisation.
It not only provides a measure of how well marketing and service processes are working, but can also be a great way to let customers know that you value, and will act upon, their suggestions.
The Contact+ Customer Survey module can either keep callers on the line, in which case the agent inevitably knows that a survey is being conducted on their call, or alternatively it can call the customer back without the agent knowing, thereby eliminating any bias in the agent’s behaviour.
Users can either create the survey within Contact+ or the call can be directed to a 3rd party survey.