IVR Customer Survey Services
IVR (pre-recorded) surveys have a fairly low cost.
Interactive Voice Response surveys can be used to quickly measure customers’ reactions to services just-delivered (call transfer or transactional surveys). This can be of great help to “flag” service recovery opportunities and collect top-of-mind customer feedback.
IVR surveys are now a part of self-service and are flexible enough to be used in multiple situations. Customer response can be invited by outbound calls, print / marketing materials, or even e-mails containing a toll-free comment hotline. Some customers actually prefer “impersonal” surveys because they reduce response-bias and embarrassment and give privacy / anonymity.
Feedback need not be limited to numerical responses (please rate on a scale of 1-5); customers can provide verbatim, free-form comments and even ask for live-transfer help.
Would implementing an IVR survey support your quality assurance practices or provide data for specific improvement projects?
