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Multichannel Customer Satisfaction

LiveVox Products | WFO

Multichannel Customer Satisfaction

Quickly pinpoint, report on, and address customer satisfaction issues with simple post-interaction surveys.

Key Benefits of Multichannel Customer Satisfaction Surveys

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Immediate customer feedback

The longer you have to wait to get customer feedback after an interaction the less useful it becomes. LiveVox surveys can be activated on any channel and are presented to customers immediately after they finish engaging with an agent, increasing both the likelihood of customer participation as well as the actionability of the information received.

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Get feedback in context

When CSAT data is disconnected from other relevant information, like campaign and agent data, it is far less useful. With LiveVox, survey results are presented alongside full interaction metadata, helping you to analyze effectively and develop improvement programs.

Automate important response actions

Understanding customer satisfaction is only half the battle – you then have to do something about it. LiveVox allows you to use survey results to automatically trigger specific actions, like agent call back, to mitigate the impacts of a negative experience.

Product Brief

In-Depth Look At CSAT

Get a deeper look at LiveVox’s CSAT functionality.

LiveVox CSAT Product Brief
Unified Platform

A fully integrated solution

Because CSAT is fully integrated into the wider LiveVox platform, it means that all survey data is presented in context alongside relevant call, agent, and campaign data. But, it also means that you can leverage CSAT data as part of your wider business intelligence and quality management processes.

Learn more about LiveVox’s Business Intelligence and Performance Analytics solution.

Self-Configuration

Fast-to-implement, easy-to-use

If you’re using the LiveVox platform, then CSAT is ready and waiting to be activated so that you can start getting customer feedback and insight now. And we’ve designed the surveys to be easy to create and roll out by contact center managers, with little to no need for technical support. 

CSAT surveys can be easily incorporated into LiveVox’s Configurable Agent Desktops. 

Channels of Choice

Multichannel surveys

LiveVox’s CSAT surveys help you to meet the demands of the modern customer by enabling feedback following interactions from any channel, from voice and SMS, to webchat and email.

Find out more about using non-voice channels to start a conversation with your consumers

Multichannel Customer Satisfaction In Action

LiveVox CSAT

LiveVox WFO Capabilities:

  • Quality monitoring for voice and omnichannel
  • Coaching and eLearning
  • Call Recording
  • Screen Recording
  • Performance analytics
  • Over 150 advanced reports out of the box
  • CSAT post-call survey
  • Agent Work Queue
  • Agent Scheduling
  • Agent Scheduling Adherence
  • Schedule forecasting
  • PTO management
  • Speech analytics
  • Automated scorecards
  • Sentiment Analysis

Learn about LiveVox’s other WFO offerings

CSAT is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WFO capabilities.

LiveVox WFO Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.

One Unified Platform

All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Easy Integration

Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.

Mitigate Risk

Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.

Customer Channels of Choice

Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.