Customer Surveys Help You Understand Customer Sentiment
Between 25% and 40% of your company’s total revenue comes from returning customers. Their happiness has a major impact on your bottom line. Using Customer Surveys, you can get an intimate view of what your customers think of your company, your agents and your service. Then, you can use that data to optimize your agent coaching and holistic customer experience. Without adding extra steps for your customers.
Build and customize surveys based on your unique needs
Create custom surveys with question types ranging from multiple choice, picklists, scale, score, or text-based. In other words, it’s totally up to you and your business needs how to ask your customers questions. Then add in as many or as few questions as you want and send them via email or SMS after trigger events, at scheduled times or manually.
Trigger follow up actions based on survey responses automatically
We’ve integrated Customer Surveys with Robotic Process Automation. That’s just a fancy way to say it creates follow up activities, like flagging an interaction for coaching review, creating and sending automated responses, and asking for or providing additional information, just to name a few.Learn More About Bots
Get customer feedback without any additional costs.
The solutions you use in your contact center should inherently work together, so we built them together from the start. Just like our omni-channel IVR, action bots, ACD and in-line coaching, Customer Surveys are built into the Sharpen platform, so obviously, there are no additional costs or hidden line item fees.
Measure CSAT with all of your most important metrics
Get the full picture of your customers satisfaction in a single place. Use Customer Surveys, or other third-party customer data tools to measure your most accurate CSAT score. Then, look at that data against the other metrics you care about in Insights to see where your customers are happy and where your agents need extra coaching.Learn More About Insights