Enghouse Interactive’s Post-Interaction Survey Solution allows effective and meaningful engagement with today’s omni-channel savvy consumers. Take the guess work out of customer insights and get an accurate understanding of your customers' experience with your contact centre.
Enghouse Survey allows email, chat and voice customers to participate in customer satisfaction surveys, tailored to your needs, at the completion of their interaction with your contact centre.
Customer feedback via Survey makes agents accountable for customer satisfaction and improves first contact resolution through ownership of the customer journey.
Choice Of Deployment Options:
Post-Interaction Survey consists of 3 main components:
1. Survey Builder (Administrator)
Build and design uniform voice and web-based surveys across your organisation to engage customers on their preferred communication channel.
2. Survey Distribution
Specify the percentage of queued customers that you want to target, and have the system automatically invite them to participate in your customer satisfaction survey.
3. Survey Reporting
Managers and supervisors can analyse data by customer, agent or queue to identify problem areas. Tabulated or graphical reports can be produced.
A consistent format across voice, email and chat channels for capturing meaningful insights
A simple and intuitive graphical survey builder for creating surveys tailored to your business
Automation of the process removes any agent bias and reduces agent workload
Engage customers by giving them a choice to opt-in for the survey, making them feel more connected to your business
Generate reports by customer, agent or queue, to identify patterns or areas of concern
Proactively monitor customer satisfaction and gather regular customer feedback
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About Enghouse Interactive
We strive to be the world’s most reliable contact centre technology provider. Our global technology transforms contact centres into growth engines for the business – organisations can leverage their contact centres to extract powerful insights captured directly from the voice of the customer, helping to increase customer retention, uncover product opportunities, understand buyer personas and identify new revenue opportunities.
Ultimately Enghouse technology can expand the value generated through contact centres, making this function one of most important within every organisation.
Learn how our suite of products has enabled over 10,000+ mid-market and enterprise customers to globally increase customer retention and acquisition by improving customer service and contact centre operations, and by achieving a better understanding of the voice of the customer.