Improving the customer experience is more important than ever—the power in the hands of the consumer more than ever before. Smart businesses are seeking feedback from customers to win their hearts, minds, and loyalty. Asking for honest feedback is the key to open the lines of communication. SMS text and voice communication methods are becoming […]
A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) […]
As more and more companies realize the critical nature of delivering exceptional customer experiences, surveying customers about their experience is a crucial CX tactic. CSAT (customer satisfaction) surveys can take many forms, from an email after the product ships to an end-of-call IVR survey. Statistically, each method will have different response rates. Emailed surveys, for […]
We’re excited to share that our IVR Surveys by phone are part of the Qualtrics XM Marketplace! For customers of the powerful Qualtrics Customer Experience Management (CXM) platform, engaging customers with a voice survey by phone is as easy as watching this video: Seamless Integration of IVR Voice Surveys IVR Technology Group seamlessly integrates advanced […]
Every good business understands the importance of market research. One way to obtain feedback from your customers is to hear what they think about the quality of customer service. Yet, how can a survey be conducted?
A quick, accurate and cost-effective way to collect data that’s relevant to your industry is via survey. Here are some tips on how to write a survey that gets results.
One of the foundations that allow your business to grow is making the consistent delivery of quality customer service a top priority. When customers continuously have a positive experience with a company they will be more likely to be loyal to them.
Letting your customer base know that they have a voice, receiving their feedback, and taking actionable steps, will help to improve the quality of your business and shape your brand.
Is your company looking to do some spring cleaning and looking to make some fresh changes? From time to time, it’s good to get a fresh outlook or perspective. An IVR Survey is one of the best ways to get your customer’s feedback.
IVR Surveys are used for many reasons. For example, they can help a company measure the quality of an agent’s customer service or the quality of the their products. With this in mind, how you conduct your survey should also meet your customers needs.
One way that a company can improve is to give customers the opportunity to let their voices be heard. Yet, just building a survey isn’t enough. In order to conduct research successfully, it’s important to convince your customers to take it.
In order for a company to be successful, or stay successful the needs of the customer are crucial. While this philosophy is fine, in and of itself, how the customer’s voice gets heard is what’s important.
A successful business listens to their customers to figure out what keeps them coming back. Or, in a worst case scenario, did something happen to make a valued customer unhappy?
Call analytics is a powerful tool that can help shape how your advertising revenue is spent and who it targets and improve your customer service. While analytics show trends, they are only part of the story.
