TouchPoint IVR – Interactive Voice Response Surveys
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Automated IVR telephone surveys are a cost-effective complement to on-site surveying and an alternative method to web surveys when your survey population is not web-enabled.
Phone surveys let you collect quantitative and qualitative data that can help you respond quickly to your customer’s needs. By enabling callers to provide not only touch tone responses but also open-ended verbal comments to your questions, you receive more meaningful results.
With an IVR survey, respondents simply dial a dedicated toll free number and complete their confidential survey by following a series of voice prompts using a touch-tone phone or by recording verbal comments.
Collecting and analyzing data can be time consuming and expensive. Providing one phone number that participants can call at their convenience enables timely results at a fraction of the cost of conducting a survey through the mail or via live agents.
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IVR Telephone Survey Benefits:
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IVR surveys can be as sophisticated or as simple as you want with capabilities that include:
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Survey can be Inbound or Outbound
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An unlimited number of questions complete with branching logic and skip-patterns, allocation or randomized question order
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Open or closed-ended questions
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Multiple-language support
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Call Transfer – Respondents can reach customer service from within a running survey.
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Real-time Satisfaction Alerts – send "instant alerts" by email, pager or fax upon the completion of every survey or only those which meet specified criteria
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Rotation/Randomization – Rotation and randomization present different sets of questions to different respondents or to alter the order in which questions are presented
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Real-time Reporting
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Your collected survey data is summarized in online, made easy to understand and reports are always available.
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Since they are browser-based, you can get to your results anytime, from anywhere.
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Reports can include voice-files, capturing the exact words your respondents used.
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Address potential problems before they get worse – real-time reports let you intercept unhappy customers and react instantly.
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Real-Time Service Alerts
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Any specific response(s) to a question or combination of responses can automatically trigger an instant alert; a notification sent out that detail the problem.
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Quickly help spot specific operational, customer or employee related problems before they have any further negative affect.
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Even verbatim responses can be accessed by the touch of a button so the right person can quickly understand the nature of a problem and respond to it.
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Multimode data collection options
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The same survey designed for IVR can be used on-site with a TouchPoint Survey Kiosk, Tablet or PDA.
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Capture those people on-site while their impressions are fresh.
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Extend your survey to include those on-site customers who have the most current perspective of your product or service.
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Giving people a choice on how to respond optimizes responses.
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