Surveys that extend Voice of the Customer programs into the contact center give you timely, accurate feedback about your customer service directly from the people it affects most–your customers. Follow up customer interactions with surveys to increase response rates and get customer feedback when the experience is still fresh in their minds.
Plum’s survey creation tools allow you to create one survey and then deploy it simultaneously over the phone and via the web. You can distribute the web link via other digital channels for maximum exposure. The data collected from all channels is collated into one report, giving you thorough and actionable data.
Measure and analyze customer experiences using post-call surveys. You can also combine surveys with outbound calling or messaging. Survey data can help you determine your Net Promoter Score (NPS), too.
Use surveys to see how well each individual agent performs with your customers. Then leverage that data to optimize your internal operations.
Link information from specific transactions to customer CRM data in order to trigger personalized feedback requests.
Measure the impact of new product launches, programs, or services to determine how successful they are, what works, and what areas can be improved.
Use the same tools you use to get customer feedback to better understand your employees. Use data to optimize training, to ensure consistent support across the entire organization, and to reward deserving employees.
Learn how Erie Insurance uses voice surveys to gather critical information about its customer service and then uses that information to drive positive change.