November 29, 2023

IVR Surveys to Boost Customer Engagement

IVR Surveys to Boost Customer Engagement

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad. In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent.

Gathering this automated data offers contact centers the ability to collect valuable information to help increase customer satisfaction. Unlike surveys performed with a live agent, customers are more likely to respond truthfully to automated interactive voice surveys. An interactive voice response system can also be used to answer incoming calls and provide self-service options for customers to serve themselves, as opposed to speaking to an agent.

Thinking about adding an IVR survey to help boost customer engagement? Explore these benefits and tips to help your contact center create an effective survey.

Benefits of IVR Surveys

Implementing an interactive voice response (IVR) survey for your contact center offers several benefits. First and foremost, IVR surveys are easy and quick to set up and put into place. Using Call Tools, your contact center can effectively implement a post-call survey without a time-consuming process.

For call centers looking to collect data about agent performance, an interactive voice response survey is a great way to gain access to this insightful data. The data you collect can be used to enhance agent training and improve a variety of key performance indicators (KPIs) for your call center.

Without the need for human interactions, surveys via interactive voice response are more likely to attract unbiased responses. When compared to other forms of survey administration, such as live agent surveys, using interactive voice response is also more cost-efficient.

Benefits of Customer Engagement

It’s no secret that boosting customer engagement for your contact center can help your conversions. Your contact center’s customer engagement strategy will cover all of your efforts to help enhance the customer experience, including measuring ways to improve customer satisfaction and respond to customer needs.

Focusing on efforts to enhance customer engagement can help set your call center apart from the competition, which can be especially helpful in competitive industries. Customer engagement covers how each customer interacts with your brand, which then impacts their decision to buy. Overall, leads with a bad experience are simply less likely to convert into customers.

A strong customer engagement strategy helps improve your brand’s value. Efforts such as implementing an IVR survey show customers that your brand values their response and feedback, setting the tone for how they feel about your business. The more information your contact center can gather about customer needs, the better you can adjust practices to cater to these needs and improve the customer experience.

In addition, customers who are engaged are more likely to be brand-loyal, leading to return customers and overall boosted revenue.

Tips for IVR Surveys

Once you’ve decided to implement an IVR survey, it’s important to consider how you’ll craft it.

Considering Key Performance Indicators (KPIs)

To craft an effective survey, consider the most important topic based on your center’s key performance indicators. This could include collecting data on agent effectiveness, time to resolve an issue, or time spent waiting on hold. Whichever areas of your center’s KPIs need the most improvement are the ones to target your IVR surveys around.

Types of Questions for Your Survey

It is also important to consider the types of questions you’ll include in your survey. Questions should be as precise as possible, using simple wording to clearly convey the question. Following a call with an agent, customers are unlikely to want to respond to lengthy or detailed questions. Questions that are too complex or lengthy may cause customers to hang up prematurely. In general, post-call surveys that last one to two minutes have the most success.

Scaling Responses

Using the right scale is also important to make your IVR survey user-friendly. Yes or no questions are useful at times but may also limit the type of data you receive. Many post-call IVR surveys find success with a scale from one to five, making it easy for callers to express their feelings based on a scale.

After responses have been gathered, the data you collect is only as good as what you choose to do with it. Before launching a survey, it’s important to put together a plan for data analysis. How will you use the information you have gathered to help you improve your customer satisfaction?

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