Flexible, easy to use IVR surveys
ServiceTick can be used to collect feedback using IVR surveys. Customers provide feedback using touch-tone key presses and can leave free speech verbatim comments which are recorded as sound files.
IVR surveys are quick and easy to set-up and provide a cost-effective method of collecting real-time feedback. Typically, IVR surveys are used to collect feedback from customers that have just experienced a process within a call centre. They can also be used as part of a broadcast customer research campaign to automatically reach out to selected customers for feedback.
Inbound IVR surveys
Inbound customer surveys are initiated using a simple call transfer process. At the end of the call, an agent simply transfers the customer across to the ServiceTick IVR survey solution.
The telephone number used in the call transfer will identify and select the survey required. A unique PIN code will also be collected to identify the individual agent and authorise their use of the survey.
ServiceTick can also be integrated into your dialler solution with a small amount of technical effort. This enables the automatic transfer of surveys into ServiceTick without the need for manual agent transfer.
As part of a fully integrated solution, additional meta data describing the customer, the business process and the agent can be passed into our solution. This data can then be used to segment and filter results in our
reporting console.
Outbound IVR surveys
Outbound customer surveys can be automatically generated and initiated from ServiceTick by uploading a CSV file with call data to our
reporting console.
We also enable direct integration with ServiceTick to allow outbound IVR surveys to be automatically generated by your systems in response to trigger events.
Outbound IVR surveys can be sent to any landline and mobile telephone numbers. Our solution includes automatic answer phone detection.
Call Centre focused reporting
ServiceTick includes specific capabilities and
reporting for IVR surveys.
Recorded customer verbatims can be automatically translated using our market-leading voice-to-text conversion feature. Within seconds of being recorded, the customer verbatim will be converted to text and made available within our reporting console. Converted verbatim can then be checked for any words or phrases that you may want to be alerted for.
Customer feedback can be segmented and reported at multiple levels within ServiceTick. This lets you analyse your feedback by brand, product, process, location, team and agent-level.
The reports and insight provided by ServiceTick will help you coach and improve the performance of your individual agents and call centre teams.
Fully scaled solution
The ServiceTick IVR survey solution is scaled and able to support thousands of concurrent telephone surveys across the UK, Europe, USA, Africa, Australia and Asia.