Have you ever filled out a survey for a business experience before? Say you’ve just finished that giant, bacon-laden burger and basket of fries at your favorite chain sit-down restaurant, and tucked beside the check is a little form asking “How Did We Do?” Why’d you fill it out? Is it because something went very well, and you wanted to give your compliments to the wait staff? Or (and these are more common) did something about the experience disappoint you?
In the wild world of customer service, it’s difficult to know where your weak points are. For those in contact centers, sure, you can train and coach, and listen to phone calls, but unfortunately, this doesn’t tell the full story. Fortunately, FluentStream now has an answer for contact centers: post-call surveys!
How Does A Post-Call Survey Work?
A post-call survey will trigger for customers after a call is concluded, allowing them to rate your agent’s customer service skills numerically. If that weren’t exciting enough, the system also allows for your customers to provide verbal feedback to questions that you provide. Make the questions as targeted or general as you want; whatever is going to help you discover your company’s pain points in the customer journey.
Why Use a Post-Call Survey?
Training tools like call recording and Listen, Whisper, Barge can only get you so far in a contact center. You can improve your internal processes, are you actually listening to your customers? By implementing a post-call survey in your contact center, you can use actual feedback from actual prospects and customers that can dramatically benefit your business.
- Process Improvement: It’s one thing to listen to your customers; however, it’s an entirely different (and way more difficult) thing to act on your customer feedback. By listening directly to your customer’s feedback, you can adjust processes within your company that produce the most pain for callers, creating a more positive experience overall.
- Customer Recovery: Sometimes, we just don’t know how our customers are feeling. When a customer has a bad experience, and they’re able to tell you about it, you’re then able to try and fix the problem. Happy customers are a good thing, right?
- A Fast Track for New Design: Sometimes, it takes someone out of the organization to produce a spark of innovation. By allowing a customer to provide feedback, they can shed light on new ideas for new products, services, or processes that your company has not come up with.
As they say, the customer is always right. In this case, they have the right to be heard, and giving prospects and customers agency to tell you what they’re thinking can improve the way your business operates with a simple post-call survey.