Voice Of The Customer At The Speed Of Now
This eBook will help you learn the imperative of harvesting fresh customer feedback with automated voice surveys. When used in your contact center, after the completion of a call, caller feedback will be fresh and honest as you collect it at the moment of contact, unlike emailed surveys that tend to yield stale and low-response rate feedback.
We help you understand the basics and benefits of voice surveys, also known as IVR surveys, and the four methods to capture the voice of the customer by phone. You’ll also learn the detailed flow of a voice survey and how we feed the results into your Qualtrics dashboard (or other CX analytics platform) in real-time.
Most importantly, we guide you through the steps of quantifying the ROI of real-time customer feedback. You’ll review some real-world case studies that show the value and results of post-call automated voice surveys.
Qualtrics & IVR Technology Group
We’re a proud customer experience integration partner with Qualtrics. Over the years, we’ve helped hundreds of their customers harvest fresh customer feedback in real-time. Our integration makes it easy to add voice surveys as an additional survey modality; learn more in the Qualtrics XM Marketplace: www.qualtrics.com/marketplace/ivr-tech-integration/
Download The eBook PDF
Check out an excerpt from page 5 of our 34 page eBook.
Also Known As IVR Surveys
What is IVR?
IVR is the acronym for Interactive Voice Response systems. IVR is the cornerstone of a customer service strategy for contact centers. It is the technology that allows a computer to interact with people through the use of voice and touch-tone telephone keypad inputs.
Who uses an IVR?
Everyone. From calling your bank to check on an account balance to getting support from your cable company, IVRs are everywhere. It’s impossible not to have encountered some form of IVR menu system.
An IVR allows customers to select the reason they’re calling through menu-driven options to be routed to the appropriate agent. Modern IVR systems offer callers the opportunity to self-serve their inquiries. They follow the flow and have their issue resolved quickly and simply without interacting with a human.
Good versus bad IVR.
Assuring a quality customer experience through your IVR can be a make-or-break situation. Customers have come to know and appreciate the difference between efficient, effective, and easy-to-use systems and those that frustrate them and make them angry. Add to this, more and more customers want a personalized experience. They have come to expect personalization and immediate answers from organizations.
How is it used for surveys?
IVR systems have been used for surveying people for more than two decades. Until recently, with the integration of analytics platforms such as Qualtrics, analysis of survey results beyond simple numeric totals has been difficult.
IVR surveys, with integrated analytics platforms such as Qualtrics, are used for everything from simple NPS questionnaires to complex municipal referendums and political polling and everything else in-between.
Post-call IVR surveys, after a conversation with a customer service agent, tend to be more often complete and accurate than email or web-based surveys.