automated customer surveys and feedback through phone, web ...€¦ · that can be telephone, web...

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Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh 08000 630 730 EckohSURVEY Automated customer surveys and feedback through phone, web or mobile channels Why EckohSURVEY? People will take part in a survey if it’s quick and easy for them to do so. To improve access to surveys and increase feedback to them, your contact centre agents can ask callers to participate at the end of their call. The more choice you offer your customers to access your survey, the more you increase your chances of getting their feedback. Once questions have been constructed, the survey needs to be easily accessible, answered quickly and with minimum effort. EckohSURVEY is an automated solution that can be telephone, web or mobile based. To complete a survey at the end of a conversation, callers can be either be transferred to an Interactive Voice Response (IVR) system by the contact centre agent, sent a unique URL by email to a web based survey; or sent an SMS to complete a text based survey or a simple feedback poll. EckohSURVEY can also be used in an App form for agents in the field. The results of the survey can be provided regularly and in an easy to analyse report. Customer Engagement Discover how customers really rate your service. Get the valuable insights you need to improve their experience. Telephone, online or mobile text surveys Fully automated service that can be integrated into your systems Results can be immediately transferred Quick to implement and modify Real-time monitoring and comprehensive management information reporting Helps to meet regulatory and customer service performance targets

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Page 1: Automated customer surveys and feedback through phone, web ...€¦ · that can be telephone, web or mobile based. To complete a survey at the end of a conversation, callers can be

Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730

Customer Experience EckohSURVEY

Automated customer surveys and feedback through phone, web or mobile channels

Why EckohSURVEY? People will take part in a survey if it’s

quick and easy for them to do so.

To improve access to surveys and increase feedback to them, your contact centre agents can ask callers to participate at the end of their call.

The more choice you offer your customers to access your survey, the more you increase your chances of getting their feedback. Once questions have been constructed, the survey needs to be easily accessible, answered quickly and with minimum effort.

EckohSURVEY is an automated solution that can be telephone, web or mobile based. To complete a survey at the end of a conversation, callers can be either be transferred to an Interactive Voice Response (IVR) system by the contact centre agent, sent a unique URL by email

to a web based survey; or sent an SMS to complete a text based survey or a simple feedback poll.

EckohSURVEY can also be used in an App form for agents in the field. The results of the survey can be provided regularly and in an easy to analyse report.

Customer Engagement

Discover how customers really rate your service. Get the valuable insights you need to improve their experience.

• Telephone, online or mobile text surveys

• Fully automated service that can be integrated into your systems

• Results can be immediately transferred

• Quick to implement and modify

• Real-time monitoring and comprehensive management information reporting

• Helps to meet regulatory and customer service performance targets

Page 2: Automated customer surveys and feedback through phone, web ...€¦ · that can be telephone, web or mobile based. To complete a survey at the end of a conversation, callers can be

EckohSURVEYCustomer Engagement

Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730

IVR We first record and test your questions on our IVR system, making any recommendations for improvement before your go-live date. Before a caller is transfered from the contact centre, they are asked by the agent or voice recording if they would like to participate in a survey. If they agree, there are a couple of ways in which they can be transferred to the EckohSURVEY Interactive Voice Response (IVR) system. The agent will first enter the IVR and input their specific agent code or reference number and area code from which they are calling. They will then transfer the customer through to the survey. Alternatively, the caller can request a call back from the IVR to complete the survey at a more convenient time. The caller uses their telephone keypad to enter responses. For any questions needing more detailed replies, EckohSURVEY can record their answers and comments for later transcription.

Web and mobile webDepending on how your survey is Configured, we can provide unique URLs allowing respondents to complete the survey in their own time. Invites can be sent via SMS or email with click-through and response rates being recorded in bespoke ‘campaigns’.

Mobile AppsThe mobile app option is ideal for agents in the field where data connections are not guaranteed. Upon completion, survey responses can be synced with the IVR and Web responses over a data connection in real-time, or results can be uploaded via WiFi if a data connection unavailable in the field. The app uses secure data storage and authentication allowing agents to carry out multiple surveys on iPhone, iPad and Android devices with the options of recording audio and taking images.

The web, mobile web and app solutions can be appropriately branded for your business or on a per-survey basis. Results from all channels will measure the dropout rates and gain real-time answers providing a more accurate account of customer’s feedback and thoughts, provided in summary reports or as raw data extracts.

How it Works

Ipsos MORI is one of the largest and best known research companies in the UK. They use EckohSURVEY to allow their clients to conduct caller satisfaction surveys immediately after a call by the agent simply transferring them into the service. EckohSURVEY is easily replicated across all of Ipsos MORI’s clients and they have found a 15% uplift when compared to the system it previously replaced.

“Eckoh delivered the survey application within aggressive timescales, and we are very happy with the professionalism of the team, and with the feel and flow of the survey itself. We have received feedback from our client that they feel the service has improved since moving to Ipsos MORI and Eckoh.”

EckohSURVEY in practice