IVR Surveys

What is an IVR survey? Definition and Meaning

Interactive Voice Response (IVR) surveys are automated communications with respondents over the phone. IVR surveys can be conducted via inbound and outbound dialing. IVR surveys are usually pre-recorded, automatic messages. IVR surveys are usually opt-in based, where a customer is invited to participate in an evaluation at the start of a service call and then routed to the pre-recorded survey once their support interaction is complete. 

More IVR Survey Resources

Multichannel Contact Center Survey for Customer Satisfaction

All survey data includes relevant call, agent, and campaign data so you can leverage CSAT insight as part of your wider quality management processes.

Measuring Call Center Agent Experience and Satisfaction

Conduct agent feedback surveys on a regular basis. Annually or semi-annually is a good frequency to use. Use a structured framework and ask questions that elicit specific responses.

4 Tips on Creating an Effective Outbound IVR Script

By leveraging data from your CRM systems, you can customize your outbound IVR scripts based on the customer’s purchase history, billing schedule, past ticketing activity, and more. Furthermore, you can leverage known data to communicate with IVR surveys through their preferred channel, which makes them more likely to engage and increases trust in your brand. 

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

Successful companies know that revenue and employee performance don’t paint the full picture. The customer perspective makes or breaks a business. Especially in today’s digital world where customer feedback is public and easily accessible. Identifying and acting on the voice of the customer (VoC) is critical in growing a company and managing your workforce.

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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 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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.