Survey Manager
Know what your customers are thinking
Survey Manager is one of the Syntellect Performance Modules that integrates with Apropos to provide additional capabilities to agents, customers, and management.
This product enables contact centers to survey customers about their experiences, providing valuable insight into customer perception, satisfaction, and loyalty.
Survey Manager comprehensively measures satisfaction by incorporating surveys across all contact center communication channels: voice, Web, and e-mail.
The power of Survey Manager is enhanced by its complete integration into Apropos. This allows for a single point of management, administration, tracking, and proactive response.
Survey Manager can create automatic notification and escalation tasks based on customer responses. This allows Apropos agents and supervisors to take action in real time, such as escalate interactions to a manager or schedule a call back when a poor survey result is received, or interest is expressed by the customer in a new product or service.
Key capabilities:
- Browser-based administration and reporting
- Create, test, and deploy multiple IVR and Web surveys
- Deploy a single survey to Web and IVR together
- Outbound Email supports rapid response and proactive communication to increase customer satisfaction
- Define the survey start and end date or specify the number of responses to collect
- Select survey questions from a library or create your own
- Define actions based on survey responses (such as escalate to a manager, schedule a call back, etc.)
- Review/Monitor survey results via Survey Manager or iVault
- Assign surveys to queues, queue groups, itypes, or system values
- Direct the survey to be conducted through agent initiation, call back, or via e-mail
- Define custom scoring for each individual survey/question
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