IVR Surveys For
Real-Time Customer Insights
That Drive Immediate CX Awareness
For Rapid Response To Issues As They Happen
Delivering an exceptional customer experience is more vital than ever. In the past five to ten years, consumer expectations have evolved more rapidly than during the previous fifty. For many, all it can take is one bad experience to shift brands. And with expectations for immediate gratification, a “bad experience” could be as simple as an agent’s tone of voice, something we easily tolerated fifteen years ago. With an end-of-call IVR survey, you can quickly identify the agent and find out what’s troubling them.
Outbound voice surveys are the ideal solution for those times you need to collect a large and accurate sense of customer opinion quickly. Automated voice surveys have a much higher response rate than email or web-based surveys, and the results can often be reviewed in real-time.
Inbound surveys by phone are the most common application of our IVR Survey solution. Your IVR greeting message can ask callers if they want to take a brief survey at the end of their call, or your agent can transfer the caller. We can accept metadata that identifies your caller, the agent they spoke with, caller ID, time of day, and any other information that needs to be associated with the survey responses. When complete, we push the data and survey response to your data platform in real-time.
Customer Journey Check-Ins
There are times where a customer onboarding process may take weeks or months, such as with mortgages or life insurance. Send short outbound surveys to understand where there might be areas where you can improve the process and streamline these journeys.
Large enterprises often require periodic certification of employees for compliance or policy protocols. Voice surveys are an easy solution for your employees who may not have a stable internet connection or prefer not to take web-based surveys.
Another common solution for large enterprises is to offer voice surveys for employee sick time notifications, emergency time-off requests, or applying for leave under the Family Medical Leave Act (FMLA). Some of your employees may not always have access to the internet or a computer, and voice surveys are an ideal alternative. And of course, voice surveys are a great way to perform your employee NPS survey.
Surveys on the Compass Automation Platform are multi-lingual with support for over 40 languages and dialects.
Skip-logic, or branching surveys, enable you to adapt and present respondents with detailed questions depending on their response.
Save freeform answers for review, transcribe to text in real-time, and gain valuable insights using speech analytics.
Immediately access responses in real-time to analyze results and take action on discovered issues before they become critical.
Because the IVR survey is quick and easy, respondents tend to be more accurate and truthful, as opposed to time-consuming web-based surveys.
Combine rich metadata such as time of day, geography, mobile or landline and more with your demographic data for deep insights.
For customer satisfaction surveys, we calculate an accurate NPS (net promoter score) value for each respondent, based on their responses.