Customer Feedback Surveys

LiveVox [Omnichannel Insights / Survey Report]. What are Customer Feedback Surveys?

Customer feedback surveys are post-interaction questionnaires sent to customers to gain direct feedback on the customer experience and ensure that contact center teams can close the loop.

These tools are also interchangeably used to measure and determine Net Promoter Score (NPS), Voice of the Customer (VOC), and Closed-loop feedback. They can be opted-in to at the start of a call, sent via SMS or email, or conducted via IVR.

More customer feedback survey resources for call and contact centers

Multichannel Contact Center Survey for Customer Satisfaction (livevox.com)

Get feedback in context. Effectively analyze and develop improvement programs with CSAT findings that includes full campaign and agent metadata.

Voice of the Customer: What Is It and How To Find It – LiveVox

The first step in any VoC program is to understand what your customers need and want. This requires research. You can’t just assume you know what they want. You need to ask them directly.

The best way to do this is through surveys. You can use a tool like SurveyMonkey or Google Forms to create a survey, or you can hire a market research firm to conduct surveys for you.

Measuring Call Center Agent Experience and Satisfaction (livevox.com)

These are sometimes called employee satisfaction (ESAT) surveys or ESAT scores. They’re like CSAT scores, but for your employees.

Not only do agent feedback surveys give you valuable insight into your agents’ perceptions of their work environment and their level of engagement with their jobs, they also give your staffers a sense that their voices are being heard.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.