Call: 310-776-9200 Email: info@smartaction.com

Surveys

Smart Surveys Hear and Understand Customers

Summary

Surveying customers can provide real insight. Unfortunately, it is often time-consuming for customers and may be perceived as offering minimal reward to them. Further, phone surveys operated by automated systems are often tedious with little room for subjective expression of suggestions and real feedback. At the same time, surveys are one of the main ways you collect information from and about your customers. Due to the complexity of capturing more than just a score, many companies using survey systems fall short in delivering the insight that could otherwise be provided with a solution that can encourage antidotal information and offer follow up questions based on prior answers.

Challenges

– Completing survey calls at a high rate
– Conducting interesting, informative, and useful phone surveys
– Collecting subjective information beyond yes-or-no responses
– Tying survey responses back to specific customer service agents

Use Cases

A large services company, specializing in customer experience and insights, needed an automated survey that could be customized for each of its clients and capture data from every call – including hang-ups. SmartAction’s solution records the data up until hang-up, providing the company with a robust data set.

A technology installation company hoped to contact customers about the service provided by their technician, with hopes that it could increase their customer service ratings. Upon using IVA™, which transfers dissatisfied customers to live agents for specific attention, the company’s service ranking jumped 14 spots, from #18 to #4.

DOWNLOAD CASE STUDY

Please fill out the form below to download this case study. SmartAction keeps your personal information confidential and never shares it with others. For more information, you can read our  online privacy policy


ON DEMAND WEBINARS

Please fill out the form below to view SmartAction’s on demand webinars. SmartAction keeps your personal information confidential and never shares it with others. For more information, you can read our online privacy policy