ViewPoint Customer & Staff IVR Surveys
ViewPoint IVR (Instant Voice Recognition) is an exciting new addition to the current customer survey product range, managed by our ViewPoint Research Control Suite. ViewPoint IVR Customer Survey enables our customers to capture feedback via the telephone and compliments our existing touch screen product range.
How does ViewPoint IVR work?
Customers can call the dedicated telephone number or alternatively they can be transferred from an existing call centre as part of your telephone service delivery. The customer’s feedback is then automatically captured and a unique satisfaction score (1-10) is given, to assist with customer benchmarking.
From a basic survey, capturing 'yes' or 'no' answers to the questions, to more complex surveys, ViewPoint IVR takes advantage of existing phone systems to capture customer satisfaction feedback.
Additionally, we can offer our ‘free voice service’ - where actual responses from customers can be recorded as sound bites. This can be a powerful representation of their views. All of this data is stored securely within the ViewPoint RCS hub and is then ready for reporting on demand.
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What about reporting?
The captured information is analysed by our IVR Customer Survey management team to ensure that customers are presented with simple, meaningful data - that can be used straight away. Customers can then either; listen to calls online, view and report on the feedback collected - or both. This data is invaluable in helping to highlight trends and service improvement needs within a department or an organisation.
How easy to use is this system?
The whole IVR service is fully managed by CRT. That means the only client responsibility is the promotion of the ViewPoint IVR number. Clients may wish to do this on: letterheads, posters, till receipts, banners, invoices etc. For call centre systems, CRT can work with you to enable callers to be transferred to the IVR service during the call or as part of the telephone system call options.
IVR - Customer Survey Product Benefits:
• Instant customer feedback enables fast action
• Record and store messages to literally 'listen to your customers'
• Online access to feedback ensures easy access to data
• Comprehensive reporting options, tailored to your requirements
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Contact us for more information on IVR Customer Survey Solutions |
