Call Recording Search and Monitoring Means You Can Conduct Customer Surveys to Improve Your Services

Call Recording Search and Monitoring Means You Can Conduct Customer Surveys to Improve Your Services

Last Updated on January 30, 2019

call-recording-survey

Customer surveys are one of the most effective and popular methods of receiving customer feedback. Pop-outs and bounce screens asking for a quick review of a company provide invaluable feedback for company analytics. Who is most likely to rate or review your company? The most and least satisfied.

As we stated in our previous blog post, 90% of customers prefer the telephone when it comes to solving customer service problems. If you aren’t technically savvy or offer complicated services, like investment accounting and tax aid, then a phone conversation can be infinitely more efficient than emailing back and forth.

In the Harvard Business Review Blog Network, Dan Pallotta wrote a diatribe railing against our collective shunning of the phone in the business world. He asserts unless you write perfectly, the risk that email communication will be insufficient and require follow-up are high. As a manager, this means increasing time spent on problems and frustrating customers. Finally, emails will never be as personal as a phone call. In the world of customer service, telephone calls still reign supreme.

Since customers still expect to be able to call customer service, use this as an opportunity to learn more about how to help your business. Implement a style of quick, to-the-point customer surveys to learn how your business can be improved. Neil Patel, writer of business and marketing blog Quicksprout, uses exit surveys to connect with his ideal customers. In terms of customer service improvements, your ideal customers are the ones who are already paying for your service and need a problem fixed. Don’t wait until they stop using your service to gain insight.

Approaches:

  1. Send external URL surveys in call confirmation emails, i.e. the emails where you give customers their Call ID. In this transactional email, link to an external survey where customers can input a review. The easier the survey the better, i.e. a simple 1-5 rating system based on different criteria such as customer satisfaction, explanation of technical help, wait time before help, etc.
  2. Better yet, include a survey in the transactional email itself. Web emails are so robust, you could easily use a mass email system to create a simple review survey for customers.
  3. Best of all: Just ask on the phone. If your company provides superior customer service or is dedicated to improving your service and increasing ROI, simply ask on the phone. Train employees to be as earnest as possible. If your reps show they genuinely care, you will receive some of the most valuable feedback possible about your company. With our Call Search Feature and Live Call Monitoring, you can see who is asking for and receiving feedback, see notes of what customers say, and even listen in on those conversations.

 

This window into your customers’ minds at their most vulnerable moment can help you improve the most unpredictable part of your service: when things seem to go wrong. Possible insights and actions include:

  • Your help menus are unclear for select few features, so you revise them based on feedback.
  • Customers don’t quite understand a part of your offerings, but are interested and want to learn more. Here you could create additional learning materials, like webpages, infographics or brochures.
  • One piece of your software is redundant for customers, leading you to develop a streamlined solution.
  • Up-sell through subtle promotion. “Sir, you mentioned this has been a problem for you in the past. We noticed that was true with other products as well. Did you know we offer a service to help alleviate that issue?”

 

Take a look at our video demo to see how our Call Search works and contact us to start improving customer service, getting insight into your customers, eliminating problems and increasing ROI today.

Last Updated on January 30, 2019