Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons:
- Big data and social analytics are usually lagging indicators
- Customers expect premium service to be validated
- Surveys provide a positive engagement with your customer
- Surveys can collect and prioritize new ideas
- Customers want to express their opinions.
This portion of the blog post is based on an article from CustomerThink. To read the original article, please click the following link: Why Do We Still Need Surveys In 2018? – Martin Powton
Need Customer Surveys? Call Centers Can Help!
Surveys can still provide value to companies looking for customer feedback to improve their operations. However, many companies may not have the time or resources to dedicate people to take surveys. For these companies, outsource call centers can be valuable partners. Call centers can help with surveys in both inbound and outbound capacities.
If you partner with a call center for inbound services, the surveys would be collected when customers call in for inquiries or to purchase products and services. Regarding the latter specifically, agents can ask customers the survey questions immediately following a transaction. It’s a great moment to gather feedback since the customer is already on the line and may be open to providing their insights if the interaction was a positive one.
If you partner with a call center for outbound services, telemarketing agents would be utilized to reach out to your customers and gather survey information. Unlike inbound surveys that have the benefit of interacting with the customer by their choosing and allowing the agent the benefit of gauging the customer’s mood, outbound telemarketing agents are often calling customers out of the blue without certainty of how they’ll be perceived. It’s important to ensure your outbound agents are trained to provide empathy and be sensitive to the customers’ needs to avoid providing a negative experience.
Need an outbound call center? We can help!
Outsource Consultants are call center experts with over 25 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading outsource call center vendors. If you’re considering call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.