CSAT

The Customer Satisfaction (CSAT) feature provides you with an Interactive Voice Response (IVR) survey capability, with the three available modes listed below.

• Post Call Survey using IVR. A post-call survey via IVR works as follows:
  • After a consumer reaches out to a call center, but before connecting to an agent, the IVR can be configured in the following ways:
    • To provide the consumer with the option of opting into or declining to participate in a post call survey, without the agent who spoke to the consumer being aware of the consumer’s selection;
    • Automatically sending the consumer to a post-call survey without any need for the consumer to opt-in; or
    • Sending a consumer to a post-call survey where an agent selects a particular termination code(s) (in which case the agent will know that the consumer was sent to a post-call survey).
  • Once in the post-call survey, the consumer will answer questions either via Dual-Tone Multi-Frequency (DTMF) signaling or voice (open questions). Voice entries are recorded and retrievable for analysis. Results are provided through a dashboard, or Call Detail Reports, for review and analysis.
• IVR Mass Survey. An automated LiveVox campaign initiates consumer surveys using phone/IVR. This might be used, for instance, when an organization seeks many points of feedback on completed transactions or service calls. With IVR surveys, just as in post-call surveys, clients can answer questions using DTMF or recorded voice entry (for example, what area would you like to see us improve our offering?), which allows for open questions. The results are retrieved using a dashboard optimized for survey review.
• Agent Assisted Survey. Agents in the contact center reach out to consumers and conduct a live survey. Agents can be assisted using LiveVox’s Scriptor, which is part of this survey offering.

Executives view results using a specialized dashboard. 

For additional information, see Unified Analytics.