Companies are increasingly looking to gather customer feedback from every touch-point whether the customer contact happens at a point-of-sales (POS) during a purchase or through a customer service call to a contact center. In both cases, IVR is used by many enterprises as well as SMBs to collect valuable feedback through automated call scripts.
In the contact center, one use for IVR surveys is to poll customers on their experience with a call center representative. Data collected from feedback surveys is used to improve how call representatives communicate with customers and solve problems. Likewise, surveys conducted in a post call scenario can be used to gather general customer opinions about a company’s products and services. In this case, call center surveys are used to collect data for broader market research projects.
IVR is also used to survey customers after they’ve made a purchase at a retail location or restaurant. Once a purchase is made, a customer will receive a receipt that includes an 800 number and an incentive to call a survey to offer their opinion on their buying experience. Once a customer calls the survey, data can be collected and correlated with information in the POS system in order to match the respondent’s answers with customer or product information.
Plum offers an IVR survey platform that allows both technical and non-technical personal to create IVR surveys in minutes. The survey authoring tool is web based so questionnaires can be developed using a web browser. For more information about Plum Surveys, please visit http://www.plumvoice.com/plumsurvey
