Capturing customer insights is one of the simplest and most effective ways to improve your service and the customer experience, powering process improvements, and encouraging employee engagement.
88% of companies now prioritise customer experience in their contact centers
Customer Surveys are simple to set up and provide a cost-effective method of collecting real-time customer feedback. Through our multi-channel survey software, you can benefit from:
IVR Surveys allow robust sample sizes to be gathered, even at the individual agent level, providing valuable and personalised feedback. They also provide a fantastic opportunity for instant recovery of unhappy customers.
Cost-effective, customisable, and easy to automate at both ends of the journey, Email Surveys are an adaptable solution for gathering integral customer insights. Allowing customers to respond in their own time, email surveys can deliver a deeper degree of detail and insight.
Short, simple, and direct, SMS Surveys can deliver instant results. They’re easy to deploy, and because they require a lesser degree of engagement, customers are more likely to respond.
As well as providing an invaluable guide for your CX strategy, our Voice of the Customer software is a useful tool for the management and rewarding of contact centre employee performance. Allowing team members to review customer feedback relating to them – and change their behaviour accordingly.
Engage your agents with our performance management tools: