Get Instant Customer Feedback Through Post-Call Surveys
Know How Satisfied Your Customers Are With Your Service With A Post-Call Survey
CallHippo’s newly-launched Post-Call Survey feature that helps you:
Get customers’ feedback on the resolution provided
Offer insights into consumers’ mindsets
Improve agents’ performance & customer service
Instill trust and improve brand image
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What is a Post-Call Survey?
A Post Call Survey is a questionnaire sent to customers after a call, where they can rate the call or the other relevant factors such as the resolution process, the agent’s conduct, or the entire customer experience. Usually, such surveys have questionnaires related to the quality of service provided and their overall satisfaction with their interaction.
After the agent finishes a call, the customer can be connected to an IVR option where they are asked a few questions. Customers can answer the questions by pressing the relevant numbers on their phone’s keypads, and their responses are registered. Customers can also add certain remarks or provide additional feedback on the full service or the organization.
After a call ends, surveys can be sent directly to the customers via a link, SMS, or Email. Providers can then collate responses to understand how agents are performing, where they lag behind, and how to improve customers’ experience.
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Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
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How can Post-Call Surveys help?
Post Call Surveys are a powerful tool to help gauge consumers’ mindsets and understand what they want. They are a useful tool for evaluating agent performance, customers’ satisfaction with the solution, and various other factors. They also convey that you care about their feedback and intend to improve your brand’s trustworthiness and image.
CallHippo’s Post Call Surveys help you in a number of ways:
- Improve Service Approach
Through customer responses, you can have a clearer idea about how customers are perceiving your service and what necessary amendments you can make. If there is something about your services that clients dislike, it will come up in surveys, and you can correct it. It will also help improve the approach of your agents as they, too, will be accountable for the responses.
- Customizable Surveys
There are multiple types of surveys that you can configure with CallHippo. You can choose surveys to be done right after a call or schedule them to be sent after an hour of the call. Customer feedback can be collected right on the phone after a call or could be sent to customers via SMS or Emails.
CallHippo offers a combination of survey triggers to procure feedback from customers according to their convenience. It provides the flexibility of scheduling surveys through multiple channels, ensuring proper feedback.
- Improved Analysis
After the Post Call Survey data is collected, you can view them in your dashboard and analyze responses made for each call. You can simultaneously check their call history, the number of responses filled, and ratings provided to your agents.
Thus, Post Call Surveys can help your team improve their approach, offer better service, and improve brand image simultaneously.
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Frequently Asked Questions
Post-call surveys, used by contact centers is an exercise aimed to gather and analyze customer feedback on a recently launched product or service experience. It is also used to identify the strengths and weaknesses of customer support operations to optimize its effectiveness.
There are several drawbacks to post-call surveys as well, such as a low response rate, limited information gathering, difficulty in analyzing collected data, and interpretation challenges. Moreover, post-call surveys are also time-consuming and are not a viable approach for collecting quantitative statistics.
Several approaches, such as asking binary questions, keeping the survey short, providing a time estimate upfront, and so on, can dramatically improve the effectiveness of post-call surveys. Also, before you begin, make sure you know your customers well and have a clear goal in mind.