Act on Customer Surveys with the Contivio Contact Center Software Platform

Posted by Tim Dancey on 7/22/20 1:59 PM
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Did you know? Not only does the Contivio contact center software platform let you collect customer surveys, but we also give you the tools you need to act on the results to ensure exceptionally high customer satisfaction.

Contact center softwareWith the Contivio contact center software system, your callers can be automatically directed to complete a follow-up survey upon the completion of their calls or sent an SMS. The results of these surveys are then pinned back to the client record in the CRM, so at any point you can go back and see what their satisfaction level has been.

You can also pull call recordings based on the results of the survey and listen to the interactions. For any negative feedback, you can use the information you learn to help better train and equip your team to serve your customers better in the future. You can also pull reports for specific agents to see what their average satisfaction rating is to determine which teammates may need more guidance.

We don’t stop just there. The Contivio contact center software platform takes this information a step further to make it actionable. You can pull reports for the respondents based on how they responded to the survey and set tasks for yourself or others to follow up with these people. To do so:

  1. Pull a report of all of the surveyors that left negative feedback.
  2. Build a saved search in your CRM to automatically call these customers one after another.
  3. As the person picks up, you can talk with each to better understand what their needs are and how your team can help.

Here at Contivio, it’s our goal to give you a whole suite of tools and functionality to help you manage your team AND serve your customers best. As one of the leading cloud contact center software solutions on the market, we extend the functionality of your CRM to allow your teams to increase your agents’ functionality, while providing a personalized customer experience.

Click here to see a full list of features Contivio offers. Join us for a free demo of the Contivio contact center software system.

Topics: NetSuite

Written by Tim Dancey

Tim Dancey
Tim Dancey, VP of Global Business Development & Sales has over 6 years of experience successfully driving marketing and sales across international boundaries. Tim joined the Contivio team in the spring of 2013. In a few short years, Tim has grown the Contivio global brand throughout the US, Canada, Europe and Asia, while overseeing US-based operations.