Telia Smart Connect is also available as an app on both the App Store and Google Play. This means that you can access your switchboard on your mobile devices with just a few taps, making it even more convenient to have full control.
Understanding your customers’ experience is key to delivering excellent service, and Telia Smart Connect makes it easy with its Customer Satisfaction Survey feature. By sending automated surveys via SMS after customer interactions, you can quickly gather feedback, measure your Net Promoter Score (NPS), and gain valuable insights that help refine your business strategies.
In this blog post, we’ll explain what the customer satisfaction survey feature is, the benefits it brings, and how it can be used to improve your service.
What is the customer satisfaction survey feature in Telia Smart Connect?
The customer satisfaction survey feature in Telia Smart Connect allows businesses to send automated surveys to customers after calls, providing an efficient way to gather feedback. Surveys can be sent via SMS, asking customers to rate their experience and help you measure satisfaction through the Net Promoter Score (NPS) or other custom surveys you design.
With options to customize the survey questions and by receiving detailed reports, you can tailor the feedback process to suit your specific needs. For more information on setting up the surveys, you can refer to the user guide here.
The benefits of customer satisfaction surveys
By integrating customer satisfaction surveys into your communication strategy, you unlock several benefits that can help enhance your service quality and customer loyalty:
Instant feedback and data driven decisions
Automatically send surveys after customer interactions to gather real-time feedback. Easily manage survey settings, track responses, and export detailed reports, helping you analyze data and make informed decisions.
Track your Net Promoter Score (NPS)
Use the standard NPS template to measure customer loyalty by asking how likely customers are to recommend your service. Track scores over time and see patterns across different teams, entry points, or agents.
Customizable surveys
Create your own polls or customize existing surveys to gather specific insights. Whether it’s understanding customer preferences or gauging satisfaction with a new service, you can get the exact feedback you need.
Identifying promoters and detractors
With automated NPS surveys, you can easily identify customers who are promoters (rating your service highly) and detractors (giving low ratings). Additionally, if a customer who is a known detractor calls again, agents can receive alerts, helping them approach the situation more proactively.
Use cases for customer satisfaction surveys
The customer satisfaction survey feature is versatile and can be applied across various scenarios to improve service and gather insights. Here are some practical examples:
- Measuring service performance
Imagine you’ve launched a new customer service initiative and want to understand how it’s being received. By sending out NPS surveys after each support call, you can quickly gauge customer satisfaction, identify any common issues, and make adjustments as needed. - Gathering feedback after product launches
Suppose your business has introduced a new product feature, and you want to see how customers are responding to it. Set up a custom survey that asks specific questions about the feature, helping you gather direct feedback and refine the product based on user input. - Tracking trends across different teams
If your company has multiple departments handling customer interactions, you can use surveys to monitor how satisfaction varies between teams. This enables you to identify best practices, address training needs, and ensure a consistent service experience across all touchpoints.
How customer satisfaction surveys improve your business
Incorporating customer satisfaction surveys into your workflow provides continuous feedback that helps your business evolve. Here’s how it can enhance your overall service strategy:
- Data-driven decision-making: Surveys provide you with data that can guide decisions, whether it’s refining a product, improving support processes, or identifying training opportunities for staff.
- Build customer loyalty: By actively seeking feedback and acting on it, you show customers that their opinions matter, fostering a sense of loyalty and trust.
- Tailor your approach to different customer segments: Using survey results, you can analyze trends across different teams or departments, allowing you to tailor your strategies to specific customer needs and improve targeted services.
Ready to start gathering valuable customer insights?
With the customer satisfaction survey feature in Telia Smart Connect, you can automate the feedback process, measure customer loyalty through NPS, and create custom surveys that suit your needs. Whether you’re looking to improve service performance or gain deeper insights into customer preferences, this tool makes it easy to gather, analyze, and act on the data.
To learn more about setting up surveys, check out our customer satisfaction survey user guide.
Ready to connect?
Speak with one of our local sales offices today to learn more about the possibilities and opportunities Telia Smart Connect can bring to your team.
Connect with us