|Applicable Plans||✔ Estate||✔ Forest|
The Freschaller IVR customer satisfaction survey (CSAT) allows you to capture customer feedback via an IVR call flow. It is a tool that enables end customers to assess customer services provided on call. You can use this feature to receive customer feedback for both inbound and outbound calls.
With Freshcaller's IVR CSAT feature, you can set up a feedback survey that prompts at the end of a call. For example, “How would you rate the service provided? Press 1 if you are happy. Press 2 if you are unhappy”.
You can view the captured customer responses in the call metrics section. Capturing these responses provide insights on customer and business analytics and help you understand how good, or bad your product, service, or business is. Some benefits of receiving customer feedback are:
- Receiving real-time customer feedback
- Identifying areas of improvement for your business or product
- Analyzing agent productivity
User Requirements: Only an admin or account admin can create a CSAT IVR call flow.
Note: The IVR CSAT feature is available from Esate+ plan and can be enabled only on request.
In this article, you will learn about:
Configuring IVR CSAT
To receive customer feedback after each inbound/outbound call, configure the initial setup required. This involves:
Creating a survey question
This step is similar to creating a welcome message for a call flow. A CSAT message should ideally include a welcome message followed by the actual question you want to have in the survey. For example, “Your feedback is important to us. Press 1 if you are happy. Press 2 if you are unhappy”. For instructions on creating messages, check How to create customized messages and greetings.
Note: Currently, you can have only one question in the IVR CSAT survey. Support for multiple questions is coming in the next release.
Setting up IVR CSAT call flow
Once the CSAT message is created, set up the IVR CSAT call flow.
- Log in to your Freshcaller account.
Navigate to Admin > Call Flows.
Click on the New Basic IVR option and enter the following details.
IVR Menu Name: Enter a valid name for the CSAT IVR menu.
- Play Message: Select the play message for your CSAT survey. Make sure you already have a message created for this. This message should include a welcome message and the actual survey question.
- Keypress/Action: Select the keypress option and the corresponding action. The keypress will be the input/response given by the caller for the survey question.
Note: Currently, for an IVR CSAT call flow, you can configure only a Hangup action. Though you can still select other actions, it is not considered valid.
- After N Repeats: Enter the number of times you want to repeat the CSAT message. Also, select the action to be performed if no valid input is given.
Linking IVR CSAT flow to call queue
To enable this feature, the IVR CSAT call flow that you created should be linked to your account. Freshcaller gives you the option to enable IVR CSAT for:
- Inbound calls only
- Outbound calls only
- Both inbound and outbound calls
The CSAT IVR call flow can be linked to your account only by the Freshcaller support team. To enable the IVR CSAT feature for your account, contact us at support.freshcaller.com.
Note: Since only one IVR CSAT call flow can be linked to your account, you cannot have separate IVR CSAT call flows for each type of call. Hence, if you want to enable this feature for both inbound and outbound call, make sure to create a common feedback question.
Receiving CSAT Feedback
Once the CSAT feature is enabled for your account, your agents can receive feedback from the customers after each inbound or outbound call.
- The following notification appears each time a call ends:
- Select Transfer call for feedback.
Once you transfer the call for feedback, customers can use the keypress options to provide feedback.
Viewing CSAT Responses
Based on the captured responses, Freshcaller adds metrics relevant to CSAT feedback in the Call Metrics section. However, for now, you can view theses metrics only when you export and download the metrics table.
The list of columns added for IVR CSAT are:
Csat Transfer Made: Tells you if the call was transferred for feedback
Csat Outcome: The response (keypress) received from the customer
Csat Time: The time the customer spent to give feedback. This is calculated from the time the call is transferred to the CSAT survey until the call disconnects.
For instructions on exporting the call metrics table, check Filters and Export.