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As customers are likely to spend 140% more on a brand that offers a positive experience, most companies have realized the importance of delivering exceptional customer experiences. An IVR (Interactive Voice Response) survey plays a key role in defining your CX. Being an integral part of cloud telephony, an IVR survey is an automated telephonic survey that enables customers to answer pre-recorded questions through their telephone keypad. Let’s understand the role of IVR surveys in improving CX and how to get the best value from it.
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As customers are the ideal source for determining the effectiveness of a brand’s customer service efforts, sending an immediate IVR survey post-interaction can help to gain detailed feedback about their experience. In this way, you get to analyze and work on the insightful data quickly instead of scouring the web for information that’s not even useful. Leveraging an IVR survey can help you gather as well as analyze actionable data in a limited period of time. Here’s how an IVR survey can improve customer experience:
Many businesses design their IVR systems with the wrong intent, i.e. by prioritizing their cost-reduction objectives rather than focusing on customer experience. This leads to common problems such as:
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Since the main objective of IVR surveys is to elevate the customer experience by providing quicker resolution to their queries, here’s how you can make the most of your IVR surveys to boost brand loyalty:
With more than two-thirds of companies competing primarily on the basis of CX, focusing on customer feedback has become the need of the hour. Voxco offers state-of-the-art IVR surveys that empower you to gather feedback from a broad audience through simple touch-tone phone interactions.