Speed is now the most crucial attribute of the customer experience. A growing body of evidence shows that we consumers are growing even less tolerant of frustrating experiences and poor service. Many studies attribute the trend to a rising level of impatience among today’s consumers. I often feel impatient, probably more than I should. But […]
Blog Posts About Surveys
Optimizing your customer experience, or CX, is an essential endeavor for companies today. There’s no shortage of studies that indicate CX is the new competitive battleground in the marketplace. A critical component of understanding your current state is a CSAT (customer satisfaction) or NPS (net promoter score) survey. These provide valuable data to understand your […]
The Greek philosopher, Heraclitus, said: “Change is the only constant.” If Heraclitus were around today, surely he’d suffer whiplash from observing our rapid pace of change. Consumer sentiment can shift with one bad experience, one poorly phrased company tweet, or even the best intentions that ring hollow. That’s why more and more companies are augmenting […]
Customer experience is more important than ever. The buying power has shifted over the last 20 years to the consumer having more of a position of strength than ever before (see Zero Moment of Truth). Because of this shift over the last couple of decades, organizations have begun to realize the power of customer surveys […]
IVR surveys by phone are the most efficient way to collect caller feedback in your contact center rapidly. Moreover, by rapid, we mean “right away.” Through our partnership with Qualtrics, we feed your IVR survey results immediately into your Qualtrics dashboard for real-time speed to insights. This way, you can quickly react to any issues […]
In contact centers, the customer experience happens in real-time. As a result, the acceleration from a loyal to dissatisfied customer can be mere minutes. The shift from loyal to dissatisfied is often due to a gap between understanding their actual experiences and what experiences you intended. To identify and fix the gap, you need real-time […]
Brands understand the importance of listening and learning from customers like never before. And because of this, the need for contact centers to offer surveys for listening and learning from customers is no longer optional; it’s essential. As contact centers begin to listen, learn, and measure customer experience, surveys are essential. Here are the ways […]
While we continue to adjust to working from home, many still struggle with the delineation between family time and work. Many people are ready to return to work and find a new normal. In September, over 50% of the workforce is expected to return to the office. How could IVR Voice Surveys help you collaborate […]
As more and more companies are needing to get employees back to work, they seek innovative ways to ensure the safety of their people and customers. Deploying a COVID-19 screening survey for workers is an increasingly popular solution. And IVR Surveys are a logical and essential add-on for screening surveys. Screening Employees For COVID-19 A […]
We’ll help you understand why IVR surveys by phone are the most efficient and cost-effective way to collect customer feedback and market research. Interactive Voice Response (IVR) enables automated communications with survey respondents over the phone. They can engage with the survey with their phone’s keypad or through voice recognition.
Improving the customer experience is more important than ever. Contact centers and large enterprises are seeking feedback from customers to win their hearts, minds, and loyalty. Asking for honest feedback is one of the keys to opening the lines of communication. SMS text and voice communication methods are becoming increasingly popular in capturing customer satisfaction […]
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 […]
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.