Customer Feedback

Leveraging IVR to Capture Customer Satisfaction

Capturing Customer Feedback

The best way to understand customer satisfaction (CSAT) is to ask them.

We provide the capability for you to conduct highly effective customer satisfaction surveys either as part of random sampling, or in the form of a post-call survey. This enables you to capture the customer perspective on the service that you are providing and is one of the most effective ways of measuring customer satisfaction.

Smartly Capturing Customer Feedback

We enable you to utilise an intuitive voice-based capability to capture both structured and unstructured feedback from your customers and, where necessary, to immediately action this to address issues of poor CSAT or capitalise on customer advocacy.

We enable you to define the criteria for including customers into a customer feedback survey. We enable you to create a conditional sequence of questions you wish to ask and are able to capture either keypad or spoken responses.

It is often the free-format responses that provide the more valuable insight on CSAT than the structured questions. This is where we offer unique value. By leveraging our Interaction Analytics capability, we are able to capture free format responses, transcribe these and analyse them to provide highly valuable insights.

We visualise the results of your customer feedback through intuitive dashboards and allow you to not only drill down on the detail, but through tagging, access the related interactions with that customer.

We also enable you to immediately act on customer feedback. By processing each survey in real-time, we are able to identify those customers that could be at risk or have just had a poor experience and instantly trigger a workflow for them to be reviewed and for the appropriate action to be taken.

KEY FEATURES:

  • Post-Call Surveys
  • CSAT Analysis
  • CSAT Trends & Insights
  • Customer Comments Transcription
  • Automated Follow-up Triggers

KEY FEATURES:

  • Post-Call Surveys
  • CSAT Analysis
  • CSAT Trends & Insights
  • Customer Comments Transcription
  • Automated Follow-up Triggers
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The Benefits of Smart Customer Feedback

By leveraging a customer feedback solution that is able to analyse every comment spoken by the customer enables you to transform how you assess CSAT.

Better Understanding of Customers – by listing not only the answers to the questions you ask them, but what they believe you should know, provides you with a more complete and accurate picture of customer satisfaction.

Holistic View of Quality – by combining customer feedback with automated quality monitoring of interactions, you are able to assess a 360o perspective on the customer experience you are delivering – assessing agent performance, interaction quality and the perceived value from your customer.

Reduce Customer Churn – by being able to immediately capture, analyse and action feedback from your customers enables you to address any potential CSAT issues and to take action to prevent customer churn.

Drive Improvement – by understanding every aspect of the customer experience including the customer’s perspective you are able to see what is important and areas where you can better align and improve the service you are providing.

Can We Help You With Measuring CSAT?

Are you measuring customer satisfaction in the most effective way? Would you benefit from leveraging an intelligent customer feedback solution that can listen to everything said by the customer? We would be more than happy to share what is possible and explore the value it could offer your organisation.

Simply complete the form and one of our team will reach out to you.