Tips & Tricks for Managers: Maximizing Customer Feedback with Contivio

Posted by Sarah Buchanan on 3/27/24 9:32 AM

As a supervisor or manager using Contivio, you have a powerful tool at your disposal for collecting valuable customer feedback. Customer surveys not only provide insights into customer satisfaction but also help identify areas for improvement in your products or services. In this article, we'll explore some tips and tricks for implementing customer surveys through Contivio to gain meaningful insights and drive business growth.

Simplify the Survey Process

Contivio, your VoIP provider, offers various options for automating the survey process and collecting data from customers across different channels. Whether it's post-call surveys linked to your CRM, follow-up campaigns, or chat ratings, Contivio makes it easy to solicit feedback from customers in a seamless manner. By simplifying the survey process, you can increase participation and gather valuable insights from your customer base.

Integrate with CRM SystemsGroup 15459

One of the key advantages of using Contivio for customer surveys is its integration with CRM systems like NetSuite. By linking survey results to customer interactions in NetSuite, you can track and report on feedback more effectively. With effective visual data representations directly your CRM, this integration allows you to gain a comprehensive view of customer interactions and make data-driven decisions to enhance customer satisfaction.


Optimize Survey Design

When utilizing Contivio for survey design, take advantage of its straightforward options to encourage participation. Utilize numeric rating scales, including a 1-5 star rating system, or binary options like thumbs up/down to efficiently capture customer feedback. Moreover, leverage Contivio's reporting features to analyze survey results and uncover valuable trends or patterns for informed decision-making.
Learn how to easily implement a chat rating system here.

Learn from Success Stories

Take inspiration from success stories like Air Oasis, who have leveraged VoIP provider Contivio's survey capabilities to drive positive outcomes. By implementing customer surveys, Air Oasis saw a significant increase in 5-star reviews and improved customer service efficiency. Learn from their experience and tailor your survey strategy to align with your business objectives and customer needs.
Read the full Air Oasis case study here.

Continuously Iterate and Improve

Finally, don't forget to continuously iterate and improve your survey strategy based on feedback and insights gathered through Contivio. Regularly review survey results, identify areas for enhancement, and implement changes to optimize the feedback process further. By staying proactive and responsive to customer feedback, you can foster stronger relationships with your customers and drive long-term business success.

Implementing customer surveys through Contivio offers supervisors and managers a powerful tool for gaining valuable insights and driving business growth. By simplifying the survey process, integrating with CRM systems, optimizing survey design, learning from success stories, and continuously iterating and improving, you can unlock the full potential of customer feedback to deliver exceptional customer experiences.

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Written by Sarah Buchanan

Sarah Buchanan
Born and raised in the San Francisco Bay Area, Sarah now resides in Orange County, CA with her family. In addition to a strong background in sales and customer success, Sarah has 7 years of call center management experience. Her deep understanding of the crucial requirements for both users and supervisors within a contact center platform sets her apart, making her a valuable asset to the Contivio team.