Listening to customers
In today’s competitive business climate, companies seek advantages to attract new customers and to secure the loyalty of existing customers. By conducting customer surveys, your company can better understand the needs and drivers of your customers. Then, analyse the collected data to gain clear, accurate and actionable insights into ways to attract—and retain—the most valuable customers.
Listen better with Genesys Survey Solution
This packaged self-service application is specifically for voice and web interactions so that a survey can be seamlessly offered right after voice, web chat or email customer interactions. Companies can capture direct feedback from callers regarding their opinions of products and services to assess customer satisfaction levels. It offers surveys to inbound, outbound, scheduled callback and web customers.
The surveys can be designed, tested and published through a configurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation of both IVR and web surveys to meet changing business requirements.
Improve the intelligence gathered with contact attributes
Genesys Survey Solution gives you the intelligence to create a competitive edge to attract new customers. It blends customer opinions with facts about contact centre interactions and generates actionable reports. The Survey Designer feature incorporates questions that capture information about customer identity, the reason they called, the organisational touchpoints involved, the length of hold times and other important attributes of the contact. This valuable information is crucial to develop actionable views of customer interactions and to drive positive changes across the enterprise.
The Genesys Survey Solution increases the value of your Genesys Customer Experience Platform by bolstering customer retention and loyalty that can lead to greater profitability. You can meet your survey needs without the need for in-house survey development or third-party integration work and expense.