traditional approach to customer feedback is
brief questionnaires printed on postcards that are completed
and then returned by mail. Many customers never respond,
and when they do, it may be weeks after they were in the
store. Both these obstacles are overcome by offering an
incentive to customers for completing the easy IVR / IWR
survey within a specified time period. The promise of a
discount on a future purchase encourages their participation
and the time limit assures you get feedback while the experience
is still fresh in their mind.
process is simple. Invitations are randomly printed
on sales receipts along with the toll-free number to call
and/or a website address. Or a toll-free number/website
is posted at your location. Customers are prompted to input
store or receipt numbers so you can relate their survey
responses to a specific shopping trip. IF the 800 number
is used, questions are answered with the telephone keypad
by pressing the number that corresponds with their answer.
Responses to branching questions trigger additional questions
to gather more detailed information. Callers can also leave
voice messages or comments about their experience. Store
managers can access these comments immediately via a website,
and they can also be transcribed for future reference.
When the survey is completed one of a few things can happen:
A special code can be given to write on the receipt.
That code turns the receipt into a coupon for use on their
Or the customer can be notified that they have been entered
into a drawing to win a prize.
Either way, the customer has their reward and you have
valuable feedback that you can review via real-time reports
on a secure Web page. No printing costs, no mail delays,
no waiting for data input. You have customer satisfaction
information in days, not weeks.
special feature of IVR /IWR surveys is the ability to notify you immediately
of "hot" responses.
If an answer pattern indicates a situation that requires
prompt attention, the appropriate manager is notified by
fax or e-mail. The notification includes the customer’s
responses along with their phone number so they can be
contacted and the issue resolved. You have the power to
address matters before they become problems, and the opportunity
to impress customers with your commitment and responsiveness
to their concerns.
IVR - FEATURES:
Surveys are available 24 x 7, so customers can respond
at their convenience.
Questions can be quickly added
or changed to allow for "pulse" checks
on products or service.
Immediate fax or e-mail notification
of "hot" surveys
to managers or supervisors.
Caller/User comments or suggestions recorded on ways
to improve their next visit to the store.
Website access to actual recorded customer comments.
Surveys can be made available in multiple languages
to serve diverse populations.
- Real-time access to call counts and reports