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  • 1.  Customer Satisfaction Surveys

    Posted 07-01-2024 18:19
    No replies, thread closed.

    We're still relatively new to Genesys Cloud.  I'd like to implement customer satisfaction surveys, and as of today we only see an option to survey through email.  Is there an SMS option or phone option (to stay on the line after a call)?  If not, is this on Genesys's roadmap or should we consider 3rd party integration?  Unfortunately email doesn't work for our business.

    Thanks


    #Unsure/Other

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    Mike Nahass
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  • 2.  RE: Customer Satisfaction Surveys

    Posted 07-02-2024 08:33
    No replies, thread closed.

    Hello @Michael Nahass. In the Ideas Lab there is an idea currently in development, with Genesys, for a post-call IVR survey. https://genesyscloud.ideas.aha.io/ideas/WEM-I-764

    Sign-ups for the Beta have closed because of a large number of respondents interested; however, the estimated timeframe is listed in the idea.



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    Nicki Dehn
    AAA Club Alliance Inc.
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  • 3.  RE: Customer Satisfaction Surveys

    Posted 07-02-2024 08:52
    No replies, thread closed.

    Hi Michael,

    you can implement an ivr survey using post-flow action in architect flow. 

    reference here: https://help.mypurecloud.com/articles/set-post-flow-action/



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    Ernest John Nuque
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  • 4.  RE: Customer Satisfaction Surveys

    Posted 07-03-2024 18:33
    No replies, thread closed.

    Thank you!



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    Michael Nahass
    Shield Healthcare
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    Original Message


  • 5.  RE: Customer Satisfaction Surveys
    Best Answer

    Posted 07-05-2024 14:22
    No replies, thread closed.

    We had similar requirements for a voice survey. The Post-Flow action doesn't really work for us because there are times when we want the agent to be able to disconnect with out sending to survey (e.g. harassing or dead air calls).

    Our solution was to create a survey flow and associate it with a DID we don't publish or share, then create an action button in the call scrip that initiates blind transfer to that unpublished phone number.

    This worked well as agents control which calls go to survey by clicking the script button and the reporting in Genesys keeps it all in a single interaction record since we own both phone numbers -- even though it is technically and outbound transfer off of an inbound call. 



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    Roberta Wermer
    Cognosante Holdings, LLC
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  • 6.  RE: Customer Satisfaction Surveys

    Posted 07-08-2024 18:28
    No replies, thread closed.

    Ahh, interesting.  Thanks Roberta!

    Pros/Cons to picking/choosing which customers get a survey, but I definitely understand wanting to avoid sending in certain circumstances.

    Something to think through!

    Thanks again.



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    Michael Nahass
    Shield Healthcare
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    Original Message


  • 7.  RE: Customer Satisfaction Surveys

    Posted 07-08-2024 18:43
    No replies, thread closed.

    Roberta,

    You could have a button in the script that sets Participant Data and which the Agent clicks if the call is dead air etc. Then, in the Post-Flow you could look for the Attribute to determine whether or not to do the survey.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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