Measuring the experience customers have with the customer service department takes time, effort and money. At least, that’s what they say… We see it differently. Your customer satisfaction survey could save you an immense amount of time and money. We’ll explain how.
Introducing: the voice survey
The voice survey is an automated call performed by a bot to your client, seconds after the phone call with your customer service department takes place. This allows you to have their feedback as close to their experience as possible. With an automated script and voice recognition, the comments of your customers are directly processed. That gives you the opportunity to have instant information, and the possibility to interfere before any damage has been done.
Get the best out of your voice survey
Everyone can implement a call centre voice survey. The challenge is to realise one that really works, and delivers its promises.
1. Make your survey short
Don’t look at your survey as an opportunity to ask your clients about all aspects of your company. That’s not only irrelevant, it will also reduce customer commitment, and increase irritation. Think about what you really want to know. And focus on that. Make sure your post-call survey takes 2 minutes at most. Otherwise, you could face a significant drop-off.
2. Develop relevant questions
Develop questions that are relevant to the feedback you want to have. If you are interested in the customer satisfaction during a conversation with a call agent, it might not be helpful to ask how long it took to find the customer support telephone number.
3. Keep your questions simple
Not all respondents will understand questions with complex words or complicated sentence structures. Always look for the simplest alternatives for your questions.
4. Develop restricted questions
Although open-ended questions could provide you with rich qualitative data, the interpretation of the answers is time consuming. Try to ask restricted questions with ordered alternatives. This way, answers are processed automatically into your database. You will then have a clear and instant view of respondents’ feedback.
5. Ask for help
At RingRing, we’re specialized in developing effective voice surveys that are ready to use. With made-to-measure voice scenarios and an effective way of collecting and displaying data. So why not consulting us? Get in touch. We’d like to help.
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