When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” …
Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the …
3 Uses of Customer Service Technology in Insurance Read More »
The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to …
In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access …
No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or …
4 Ways IVR Survey Technology Helps Companies Hear The Voice of the Customer Read More »
It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in …
Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …
Use Post-Call Surveys for Real-Time Customer Service Recovery Read More »
When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …
Have you ever been at a restaurant and had the server ask you this as you’re finishing your meal? If you’ve enjoyed your service today, would you mind filling out this customer feedback form? If you’ve enjoyed your service…? (Cue the needle sliding off the record.) Empathy for servers wanting good feedback aside, this is …
The purpose of modern survey tools is to make doing surveys possible for the average person. As rapid application development (RAD) tools, they take the coding out of survey creation. Here are some basics on these tools: What’s a RAD Tool? Simply put, RAD tools enable you and me to create applications. Using a visual user …
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
Remote Workforce Reporting - Automate timekeeping processes
Surveys - Build voice surveys in minutes
Banking & Financial Services - Account access with security
Government - Automate Compliance Notifications & Payments
Healthcare - Automate patient communications
Insurance - Account access for agents & policyholders
Prepaid Cards - Card management & support
Technology & SaaS - Expanded voice and conversation AI capabilties
Utilities - Automated notifications & communications
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