Customers expect a lot from companies today with roughly half saying that most companies fall short of their expectations for great experiences. It’s vital that today’s companies leverage a Voice of the Customer (VoC) strategy to visualize the gap between customer expectations and their actual experience with the business.
With iCX agent wrap-ups, organizations can identify customer sentiment across all iCX communication channels with just a couple of clicks. This data is then made available to supervisors for reporting and VoC analysis.
iCX Feedback Surveys can collect real-time customer feedback by automatically triggering a questionnaire following voice and chat interactions. All survey responses are added directly to the contact record, making it easy for supervisors to track feedback and agent performance in almost real-time. With packaged survey reports also available, leadership can determine the organization’s customer satisfaction or segment down by queue, agent, or specific feedback score.
Callers are automatically asked to remain on the line following a call to complete a brief survey. Using our iCX IVR system callers are prompted with survey questions that can be answered using the caller’s device dial-pad.
iCX can deliver automated SMS survey messages to the caller’s cellphone immediately following the close of a call. Customers can reply to the SMS with their numerical feedback score and detailed responses regarding their call satisfaction.
Immediately following a web chat, website visitors can be prompted to complete a written survey directly within the web chat window.