Better service quality through telephone customer surveys
According to a consumer association survey, what people expect from good service is being easy to reach, quick resolution of problems, a customer-focused approach, and staff who are competent and friendly.
What do your customers think and experience when they call? Do you know how they rate your telephone service, and what you might still be able to improve?
Our Customer Feedback tool, which can easily be built into a call flow, makes it possible to measure how satisfied your customers are with your service afterwards. The survey can run immediately after a call or through a call-back that you initiate. It usually uses a classic school-grade scoring system, and building in custom response options via voice messages is also possible.
Extensive analysis options are available to help you improve your service quality. Raw data can also be analysed and transferred into your existing systems. By analysing customer responses to your own questions, service quality can be improved very easily and sustainably.
The cloud-based tool can be connected to an existing telephone infrastructure and built flexibly into the call flow, or attached as an additional tool to our Dialog Control system.
If you would like to try it, we would be glad to set up a demo account for you. Just use our contact form.
Features
- automated telephone customer surveys
- custom feedback applications
- blacklisting function to avoid surveying the same person twice
- voice recordings and provision of customer opinions
- extensive online monitoring
- download function as a PDF report
- obtaining and documenting opt-in consent for call-backs
Benefits
- fast, meaningful customer feedback
- the survey can be designed to your requirements
- cost-effective to implement
- can be integrated into existing infrastructure
- online analysis via web browser
- raw data available for your own analysis