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Overview Customer Satisfaction Surveys

  • Multiple customer satisfaction survey options
  • Offer surveys to customers immediately after a call ends
  • Accurately measure customer retention
  • Use customer survey feedback to coach agents or give them kudos
  • Summarize and analyze feedback with reports

Ensure high customer satisfaction by gathering callers’ feedback immediately after calls with survey results from inContact Customer Surveys. From measuring your customers' referral potential to assessing customer and employee satisfaction, inContact Customer Satisfaction Surveys make data collection and analysis easy. The hosted survey application lets you can create multiple surveys via the Web-based survey builder. Each survey is presented in an interactive voice response (IVR) format. Gather real-time comments with customer satisfaction surveys while the call is still fresh in the customer’s mind and get invaluable information about your agents’ performance and your processes. Use reports that summarize the feedback to pinpoint additional areas for improvement.

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  • Survey Solutions for Multi-Channel Environments

    Survey your customers using the method that works best for you and them. Send an email immediately after a call ends or use interactive voice response (IVR) to gather valuable feedback. It’s easy to get started with a customer service survey no matter which communication method you choose.

  • Offer Customer Satisfaction Surveys Immediately After a Call

    Timing is crucial, so ask your callers for comments immediately after a call ends. Not only does this help customers feel valued, but it also provides useful information for agents, who are able to get quick feedback on their performance.

  • Accurately Measure First Call Resolution

    Understand if your customers’ calls are being resolved on the first contact or if subsequent communications are needed. By measuring First Call Resolution (FCR) you’ll be able to better understand if you’re meeting, exceeding or not quite satisfying customer expectations. Use this information to evaluate and optimize your company’s processes to work towards perfecting your customers’ service experience.

  • Use Feedback to Coach Agents

    The feedback gathered from each customer service survey provides valuable information to your company. You can use caller feedback to coach agents on areas of improvement or to give them a pat on the back. Customer satisfaction surveys yield data that is crucial to coaching and guiding your agents’ future customer interactions.

  • Summarize and Analyze Feedback

    There’s little effort required to dig through and analyze your customer feedback responses. Our pre-built reports help you quickly understand what you’re doing well and identify opportunities for improvement. You can also customize the reports to fit your organization’s unique requirements. By targeting essential information from customer service surveys, your company can better direct and improve important processes.

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