Enhancing the experience for your customers is a part of running a business. For many, customer service surveys are the easiest way to get feedback on how people currently feel about how things operate at your workplace. Answering Advantage will show you how best to conduct these surveys to gain the maximum advantage from the information you collect and turn one-time shoppers into loyal customers.
What Do You Gain From Post-Call Surveys?
Post-call surveys are a valuable tool that can provide a wealth of advantages to your business. Some of the benefits you can see after implementing them include:
Increased Customer Satisfaction
Ask your customers for feedback directly after their interaction so you can quickly identify and rectify your shortcomings. This responsiveness to customer needs and complaints will lead to more satisfied customers and a better reputation for your business.
Actionable Insights From Survey Data
Post-call surveys enable effective data collection that can provide comprehensive insights into your customers' thoughts and experiences. These insights are actionable; you can use them to identify what's working and what isn't, enabling you to make necessary changes promptly.
Improved Customer Loyalty Through Targeted Feedback
Customers likely become more loyal to your brand when they feel heard and see their feedback implemented. Focusing on the aspects that matter most to your customers based on their feedback demonstrates that their opinion is valued. This fosters a relationship based on trust and respect, which positively impacts customer loyalty.
Enhanced Agent Performance Based on Survey Results
By asking the right questions, you can gain insights into the areas your agents excel in and where they might need improvement. This feedback can be used during training sessions to equip your agents better and enhance their performance. Positive feedback can also boost morale, motivating them to continue providing excellent service.
The Post-Call Survey Process
Once a call with a customer ends, the post-call survey is initiated. It typically addresses aspects of the customer's interaction, including their overall experience, response time, and the effectiveness of the resolution provided. This automated survey call, conducted by a platform like Answering Advantage, ensures that the data is collected promptly while the interaction is fresh in the customer's mind.
Tailoring the Survey to Your Needs
Customization is key when considering survey questions and delivery. The survey should be aligned with your specific business needs, whether it's gaining a deeper understanding of customer sentiment, testing new features or services, or measuring the effectiveness of your customer service team. At Answering Advantage, we help you create a survey that accurately represents your business goal.
Ensuring Data Security and Generating Reports
The post-call survey process should be deeply rooted in data security, ensuring your customer's information is always safe. Once the survey is complete, we generate comprehensive reports, offering an easy-to-understand view of your customers' sentiments and areas that need attention.
Survey Samples and Types
Sample post-call survey questions could range from "On a scale of 1-10, how would you rate your overall experience?" to "Would you recommend our service to a friend or family member?". Your survey can also include open-ended questions, allowing customers to elaborate on their experience.
Different types of post-call surveys are available based on what you want to evaluate. A satisfaction survey can gauge the customer’s satisfaction with the service offered, while a needs assessment survey can help understand evolving customer wants and needs.
Take Advantage of Customer Service Surveys Today
Implementing post-call surveys can help in unlocking deeper customer relationships. With help from Answering Advantage, you can create the best surveys possible for your business and reap the rewards of the insights and data you collect from your customers.