Survey+ is a tool that enables instant call performance feedback by mobile. It is designed to offer concise post-contact surveys via SMS and the mobile web. It can be deployed as a standalone solution or as a plug-in to Trust+.
Surveys can be configured quickly via a web-based interface, allowing for frequent changes of questions, so callers don’t get over exposed to the same survey. Multiple surveys can be configured and activated dependent on the call path.
Survey+ is designed for IVR integration for telephone service feedback, but can also be activated at any time through a defined API. A file-based batch mode is also supported.
Survey data is available for immediate analysis in standard reporting tools via an XML based web service.
- Asterix IVR module for survey offer and mobile capture.
- Survey offer by SMS.
- Defined API for CRM integration.
- Batch file support.
- XML Web Service for instant data analysis.
- Accelerate the feedback process.
- Build mobile engagement.
- Increase trust in your brand.
- Maintain the quality of customer care.
HOW IT WORKS
Survey+ enables instant performance feedback by mobile. Designed to be deployed after each telephone interaction, it enables organizations to monitor and improve customer care performance in a way that’s easy for your callers.
Survey+ takes advantage of the power of mobile technology to maximize customer feedback. When emails often get ignored and deleted, requests by SMS have a significantly higher response rate. With over a billion people now using mobile internet services, Survey+ delivers the state-of-the-art call-rating methodology.
Survey+ is designed for concise and short surveys that make it simple for your customer to rate their call experience. The rating request is sent by SMS immediately after a customer call, when the memory of the interaction is fresh, so the response rate is maximised.
As a cloud based service, Survey+ can be deployed in minutes. You define the questions, and Survey+ does the rest.
The Survey+ API allows you to integrate the survey request in your eCRM workflow, so you choose the moment to offer the rating request. Requests are offered to callers and can be delivered automatically after every call, or triggered by a care agent.
When your customer receives the SMS, a link takes them to the rating screens. Clear to read and easy to complete, the survey screens are designed to maximize completion rates. The screens are fully customizable with your branding. Promotional messages can be integrated as well.
Yes. It uses mobile internet, so a smart phone with a browser is required.
There is no technical limit to the number of questions in a Survey+ survey. However, for usability we recommend a limit of around ten questions.
Invitations are sent either a single API request over HTTPS, or as a batch file. An optional IVR module is offered, which captures the caller’s mobile number if required, and then initiates the API call.
We recommend that customer permission for SMS communication is obtained in the normal course of business; for example, when new customers join. This provides maximum flexibility for sending SMS to the customer. In telephone channel usage, it is also possible to simply offer the caller an opt-in via IVR.
Yes, batch files of mobile numbers in CSV format can be loaded via the dashboard with an SMS sent to each number in the file.