4myFEEDBACK from Co-nexus is an automated customer satisfaction survey system connected to your communication platform. Surveys are designed to obtain valuable feedback from your customers concerning their experience with your call center. This post call survey module comes with an easy to use survey wizard so you can create your own customized surveys. The software allows you to control the entire survey process without the ongoing expense associated with third party survey providers.
The system supports an unlimited number of different and concurrent survey campaigns. Using the wizard you create the survey questions and their corresponding values. You can record your own survey questions (WAV) or utilize our professional services to record the survey questions for you.
Callers are presented to the customer satisfaction survey module in a variety of ways. Most commonly, the caller is offered the option to participate in the survey during the pre-call greeting process. Upon conclusion of the call with the agent the caller is automatically routed to the CXM customer satisfaction survey module and presented with the survey questions. CXM 4myFEEDBACK utilizes powerful speech recognition technology enabling the caller to reply to survey questions with simple verbal responses. Alternatively, callers can be transferred by the agent into the survey module. Either way, you will obtain valuable information from your customers on their satisfaction with the level of service they are receiving from your organization.
4myFEEDBACK includes a reporting engine enabling you to gather statistics on the survey results. Are your customers truly satisfied with the service level they are receiving? Use 4myFEEDBACK and find out. Do you need feedback from your customers to evaluate the quality of new product offerings? Use 4myFEEDBACK to find out.
4myFEEDBACK is a scalable customer satisfaction survey system that can support between 4 and 96 simultaneous survey sessions. The CXM survey module connects to any communication platform through analog or digital ports (IP connection is on the way). CTI software is not required however; it may provide additional functionality by attaching call center agent information to the survey results.
4myFEEDBACK can be installed as a standalone application or in conjunction with other CXM modules. Existing CXM customers benefit as the customer satisfaction survey results are linked to the preceding recorded call. Have a negative survey result? Listen to the CXM recorded call to find out exactly what went wrong! You can even compare customers’ survey results with a call center supervisor’s evaluation of the agents’ call. Are your call center supervisors and quality monitors on the same page with your customers regarding service levels? Use the CXM Family of 4 applications to find out and improve the level of service being delivered to your customers.
