When it comes to your company, how do you define success? Is it solely about your bottom line? How about meeting your sales goals, what your employees think of you, or how many people’s lives you’ve improved? Depending on whom you talk to and what industry you’re in, success can mean any number of things. But as a general rule, if you want to be successful, you have to keep customers happy.
Now aside from the occasional flattering Google + or Yelp review, or unless you’ve mastered the art of mental telepathy and magical crystal balls, how do you know what your customers are really thinking? The answer is, you probably don’t – but the SAS Survey app can help with that. Configuring the survey app in your portal gives you two ways to poll your callers and solicit their feedback, and it is fully customizable, right down to your company logo. Let’s take a look at what it can do.
Create Live Surveys
What better way to find out what customers think than to ask them while you already have them on the line? Live-operator surveys go beyond the standard question, “Are you happy with the service you received today?” When calls are coming to a close, operators can effortlessly add, “It was my pleasure to help you today! Do you mind if I ask you a few quick questions about your experience?” Since the caller is still connected, they are much more likely to say, “Sure.” And that’s where the app comes in. The operators will read the survey questions you created to the caller. Once they’ve completed the survey, you have valuable feedback to slice and dice from your portal.
Instantly Email Post-Call Surveys
Another option to uncover customers’ honest opinions about your business is to email them a survey at the end of their call. As long as the script is programmed to ask for a caller’s email address, the survey you created will land in each customer’s inbox. You can customize the subject and body of the email so that they will know it’s from you, and if you’ve built the survey with your company logo, that will be displayed on every page. Emailing the call center survey instead of completing it via phone allows customers to provide feedback in their own time.
Use the Survey Link to Support Your Marketing Efforts
For most Specialty Answering Service clients, the survey app is free-of-charge and available for use, inside or outside of the call script. That means that you can include a direct link in your own workflows, such as part of your help desk or after-case surveys, when soliciting post-purchase reviews, or even as a footer in automated customer feedback emails. The results are readily available for download as a .CSV file that will include the date and time the survey was completed, the originating IP address, and of course, your respondent’s answers. In addition, the portal provides you with a visual summary, in graph format.
With an inside track on the positive and not-so-positive aspects of your small business, you’ll have the info you need to succeed. So, go ahead and test out the SAS Survey app today!
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