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 increasingly popular in capturing customer satisfaction surveys. Below are a few of the ways we are seeing them implemented effectively.
Inbound Customer Call Surveys
Contact centers mainly use this capability. When an inbound call arrives, many times, our contact center clients will include in the greeting, “please stay on the line for a quick 3-question survey at the end of the call.” This post-call survey lets the caller provide instant feedback immediately after a call. Since the customer interaction just completed, input from the caller at this stage can be the most revealing. These types of surveys can be valuable.
Post Call Text Surveys
Callers are often in a hurry to get off the call and on to something else – an ideal scenario for text surveys. More often than you might think, people will text a rating of their satisfaction on a scale of 1-10. At this stage, they will even answer a couple of other SMS text survey questions. While often not as immediate as the voice surveys, contact centers and other businesses often find these rather impactful.
Proactive Outbound Surveys
Companies are often measuring their Net Promoter Score (NPS) based on customer feedback. But what about employees? Proactive outbound SMS text and voice surveys to employees using voice or SMS text surveys can be impactful. Customer NPS is essential, but so is eNPS.
Integrating Voice and Text with Survey Platforms
Large survey platforms like Qualtrics do an awesome job of leveraging email, web, text, and voice surveys. The key to these survey platforms is to offer everyone the opportunity to provide feedback. By providing multiple modals for surveys with customers and employees, companies using these survey platforms receive a higher degree of response.