IVR Deconstructed

Traditionally, when constructing surveys and studies to collect market intelligence and statistics over the phone and web, companies were forced to work with both IVR vendors and web developers to create survey campaigns that reached the utmost number of respondents. This approach was costly and provided an inconsistent experience for those who answered questionnaires through disparate data collection methods.

Plum’s IVR survey platform eliminates the need to work with multiple vendors while cutting costs associated with managing and collecting feedback through the web and phone. In addition, Plum’s survey platform provides a consistent experience for users across multiple data collection methods.

With Plum’s multimodal survey development tool, surveys can be created in minutes and deployed over the phone or web and can be accessed through mobile devices. Surveys only need to be created once through a common authoring tool that provides access via the aforementioned collection methods. This new approach to developing and managing feedback campaigns consolidates all the technology required to successfully collect and analyze data, thus saving costs and improving the lead time required to gather critical business intelligence and amass the data needed for market research.

For more information about PlumSurvey please contact us directly.

With the emergence of speech recognition and the ubiquity of automated phone systems, many market research firms and enterprises are turning to interactive voice response (IVR) for handling surveys.  Typically, marketing firms and enterprises have used computer-assisted telephone interviewing (CATI) to conduct research and customer satisfaction surveys over the phone. CATI is an expensive and inefficient endeavor, as it requires an agent to read the survey script and input the data collected from the respondent. This process leads to long call times and a very high cost per respondent.  The use of IVR as a survey collection method lowers cost and reduces phone time because data is collected from respondents in a less labor-intensive manner.

Because IVR surveys eliminate the need for call center agents, survey campaigns can be deployed at a fraction of the cost. When you remove an agent from the task of asking survey questions and collecting data, social desirability biases are markedly reduced and the quality of data improves as human error is diminished.

For more information about PlumSurvey and IVR solutions feel free to contact us directly.