Get instant customer feedback and enhance your service quality.
Post-call surveys refer to the feedback forms and questionnaires sent by businesses to the customer automatically right after their call through email, SMS, etc. Customers can respond and rate the quality of service through basic questions. The real-time feedback helps businesses gauge agent performance instantly, make required changes to the approach, put forth corrective actions, and deliver consistent service quality.
Benefits of Post-call Surveys For Business
From helping businesses measure customer service quality to instilling confidence in the brand, post-call surveys offer a wide range of benefits to businesses. Here is why post-call surveys are important for businesses.
Gain Customer Experience Insights
Post-call surveys are a direct reflection of customer feedback and thoughts about service quality. Businesses can draw real-time insights into customer satisfaction.
Make Informed Decisions
As after-call surveys offer interesting insights into customer service quality, behavior, and expectations, businesses can make informed decisions and take corrective actions.
Boost Customer Retention Rates
Post-call surveys are a demonstration of business commitment to customer service. When customers are heard, and their feedback is valued, it helps build a positive relationship and improve retention rates.
Customizable Surveys
On CallHippo, everything from forms and questions to the mode of survey and schedule timing can be customized. Businesses can use post-call surveys to collect feedback across multiple channels.
Performance Evaluation
Businesses can evaluate agent performance and customer satisfaction through after-call surveys. They can derive data on key metrics like first-contact resolution rates, overall customer satisfaction, etc.
Gain Competitive Edge
Businesses that actively collect feedback spot trends in changing customer behavior early on. Their commitment to customer service puts them way ahead of other competitors.
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Phone call survey is a popular method of collecting customer feedback. During the survey call, the IVR or agent asks a set of questions to the customer and the responses are recorded for measuring agent performance and customer satisfaction.
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After-call surveys help businesses gauge real-time feedback, take corrective actions, and promote data-driven decisions. They are a demonstration of real customer commitment and as businesses get to spot trends before others, post-call surveys help gain a leading edge.
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Yes, CallHippo allows businesses to customize the questions as per their requirements. This helps customize the metrics, weed out bias, and document accurate responses.
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No! On CallHippo, the post-call survey feature is a part of its standard subscription plans and you do not have to pay extra to avail of the feature on your customer support system.