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Multi-Channel Customer Satisfaction Surveys

  • 1.  Multi-Channel Customer Satisfaction Surveys

    Posted 07-08-2022 08:33
    What solutions or workarounds are others using for Customer Satisfaction Surveys? 
    Today, in PureConnect, we allow callers the choice to participate in a survey following the call. Callers that opt in are automatically routed to the survey when the agent disconnects, without the agent doing anything more. Email customers receive an automated email with a link to the web-based survey. Chat customers are presented the link to the survey when they End Chat. 
    However, Genesys Cloud doesn't seem to natively offer anything similar. We've explored one App Foundry Solution, but we're having a hard time accepting the high per user cost for something that only provides voice surveys. 
    Has anyone found a multi-channel Customer Satisfaction Survey solution for Genesys Cloud? Has anyone successfully customized something in GC to do this?
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #ConnectwithaCustomer(NEW)
    #Integrations
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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  • 2.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 07-09-2022 08:29
    I just want to back up your concerns. We have not found a solution that is cost effective as well.

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    Greg Barrett
    Outdoor Network LLC
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    Original Message


  • 3.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 07-11-2022 14:35
    We at Avtex have developed some flows for customers to collect the feedback and deposit the results into the customer's repository for reporting.  I have also looked at using the built in survey to hold the results, but that is more involved and a lot of hard-coding is required.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 08-23-2022 09:57
    Hi
    You could create a flow which asks "On a rating of 0-5 please tell us...."
    Then for each option set a flow out come EG. Sales 0 Rating and so on.
    Then run outcome reports to get totals.

    Not pretty or great, but better than nothing and free!

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    Philip Thys
    British Telecommunications PLC
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    Original Message


  • 5.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 08-24-2022 02:39

    Hi Kristin


    You might be interested in reviewing these sample survey modules published by Matt McPhee (and shared here with permission).
    Obviously you would adjust to suit your specific needs, but this is to share a view of what's possible.

    WebMessaging: https://github.com/mcphee11/genesys-cloud-messaging-survey

    Hope you find it helpful.
    Joel


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    Joel Graham

    Red Energy Pty Ltd.
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    Original Message


  • 6.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 08-26-2022 09:38
    Hi Joel
    Have you had any success deploying this please, try as I might I can't get the workflow to update the survey.

    Kind Regards
    Phil

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    Philip Thys
    British Telecommunications PLC
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    Original Message


  • 7.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 09-02-2022 08:12
    Thanks for posting this Joel, I now have a working voice survey.  I did have to alter some of the config to post the survey results, but it's all experience.

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    Philip Thys
    British Telecommunications PLC
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    Original Message


  • 8.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 03-09-2023 07:57

    Hi Philip, I would be very interested to know how you managed to get the voice survey to work. Have spent some time trying to get the 

    https://github.com/mcphee11/genesys-cloud-voice-survey

    to work. However, I can't figure out the last bits and pieces to make it really work. Could you please help me with this?



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    Thomas Repking
    Canada Life Group Services Limited
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    Original Message


  • 9.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 03-09-2023 08:01

    Hi Thomas

    Of course I can, where are you getting stuck?



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    Philip Thys
    British Telecommunications PLC
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    Original Message


  • 10.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 03-09-2023 10:01

    I have sent you a PM as I do not want to extend this thread unnecessarily.



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    Thomas Repking
    Canada Life Group Services Limited
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    Original Message


  • 11.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 08-24-2022 06:13
    In my experience it all depends on whether you know the customer or not. For example, if a customer calls in and you know the email address of the customer, you can send a survey via email. The response rate of web surveys sent by email are higher than voice surveys. But that is my experience. markets vary...

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    Tommy Braes
    CX Consultant
    Proximus PLC
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    Original Message


  • 12.  RE: Multi-Channel Customer Satisfaction Surveys

    Posted 08-24-2022 08:41
    We have built an Architect menu flow that is the CSAT survey itself - with the questions and then press 1-5 etc for the responses. You can record / tag the responses using either flow outcomes or set participant data, so you can then run reports on the data. You can setup an agent script to allow the agents to transfer the callers to the CSAT flow. That way you can also record the details of the call - agent who handled it, the queue it came in on etc if you wanted to capture that data as part of the survey.

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    Charles Skowron
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    Original Message


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