After-call surveys are a tool for allowing your callers to rate the quality of the phone contact they've just had with your company 🤝.
Their responses will allow you to analyze client satisfaction 😁 and determine if there is a particular need at different levels. It is thus possible to know if changes need to be made in order to improve client satisfaction ⚡.
Step 1: Access after-call surveys
- 💻 Go to Dashboard> Settings> IVR
- Click on "Modify" next to the IVR where you want to create an after-call survey
- Click on a timeframe to assign it a scenario, then select “add survey at the end of the call.” You may then access the survey section 📃:
Step 2: Set up your survey
- Select "add a question" 💬, then enter the label you want to give to your question (for example, "Quality of the exchange"). Click on the "Create your announcement" button to configure the question that will be asked 🖊️:
- Type the text ⌨️ of the message callers will hear in the space marked “text of your announcement”
💡 If you wish to evaluate the quality of the responses provided by the agent having taken the call, you can enter your text as such: “To evaluate the quality of your exchange, please take a quick survey. How would you rate the quality of the response provided? You may select from a scale of 1 to 5, with 1 being the least satisfactory, and 5 being the most.”
- Select the voice that you prefer👍
💡 You may select from a range of voices with different accents indicated by country flags. It is recommended that you use the same language as your IVR.
- 🎵 Use the online studio to set voice timbre and speed as well as background music according to your preferences. Also set the number of choices the caller will have:
⚠️ The number of choices is limited to 9. There are 5 by default, which we have estimated to be ideal. Too many choices increase the risk that callers will simply hang up.
Repeat the above steps for each question in your survey.
Step 3: Create a closing message
End your survey with a message 😊!
💡 You can retrieve data gathered through your surveys under the "Logs" section of your Dashboard.