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Web and IVR (interactive voice response) Surveys

Web and IVR Surveys Overview Interactive Voice ResponseIf you currently provide customers with written collateral – at the time of sale, on delivery, or other – you might want to take the opportunity to invite their feedback.  Encourage your customers to participate in an IVR or web survey.

Then, increase participation in the customer survey by sending e-mail and phone reminders to those customers who do not, within a certain period, participate in either the IVR or web survey invitations.  We can quickly and inexpensively deploy, track and report on these collection portals for you.

In-bound IVR Customer Surveys

XzamCorp will provide an inbound automated phone survey process consisting of a toll-free number directed to an IVR survey system.  Users will be guided through questions, one at a time, and presented with the opportunity to choose a correct response.  Incorrect answers / entry errors will be addressed and clarified immediately.

The form and content of the Customer Satisfaction Survey questionnaire may remain substantially consistent with that used in any current satisfaction survey program.  The # of responses is unlimited and the questionnaire may be of any length.

The IVR will be equipped with speech-to-text technology, allowing verbatim feedback capture.  The IVR will capture relevant data for all responses and be made available to you as noted in the “Access/Reporting” section below.

All surveys can be tied to unique customer IDs or have password / similar protection to ensure only one response per transaction and to enable users to complete surveys in multiple sessions.

Xzamcorp will work with you to port / re-direct any existing toll-free number to XzamCorp’s IVR system.  Also, all IVR prompts and question recordings (both English and Spanish) can be transferred to XzamCorp or new voice talent may be retained (personalization charges will apply).

In most instances, callers are not given an option to connect back to the client’s operator or call center immediately (click to call); however, this feature is available if desired.

Web-Based (Internet) Customer Surveys

XzamCorp will host and monitor a URL to provide your customers with a direct link to a web-based satisfaction survey.  This web survey portal will capture relevant data for all responses, which will be aggregated and made immediately available to you as noted in the “Access/Reporting” section below.

The form and content of the on-line Customer Satisfaction Survey questionnaire (both English and Spanish) may remain substantially consistent with that used in any current satisfaction survey program.  The # of responses is unlimited and the questionnaire may be of any length.

All surveys can be tied to unique customer IDs or have password / similar protection to ensure only one response per transaction and to enable users to complete surveys in multiple sessions.

XzamCorp will work with you to redirect any in-place URL to the new survey link.

E-mail Survey Reminders

Using a client e-mail address, XzamCorp will send e-mail survey reminders to your customers who do not complete the web or IVR based survey options within the desired time period.  The e-mail reminders will contain links to your survey URL and will graciously invite customers to participate immediately.

The e-mail will also reference your toll-free number as an available alternate means to complete the survey.  No more than 3 reminder e-mails will be sent and contacted customers will be provided with an opt-out to prevent further reminder e-mails.

Out-bound Call Survey Reminders

Using a client specific or geographic (same area code) caller ID, XzamCorp will place automated reminder phone call to customers who do not respond to the IVR or web surveys within the allotted time.

The phone reminder messaging will be linked to the IVR survey system and will encourage customers to participate immediately. The outbound IVR reminder messaging will also reference the client’s web survey portal as an available alternate means to complete the survey.

Reminder calls queues will be tied to completed survey customer identifiers to prevent unnecessary reminder calls.

If a client determines live agent transfers are desirable, this feature may be added to the outbound survey reminder call and customers will be given an option to connect to a live agent.

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