Voice of the Customer Feedback

Overview

Voice of the Customer is a module in Syntelate XA that sends a survey to the customer after a chat or email. Voice of the Customer is installed by the Inisoft consultant for your Syntelate XA project. Once installed, the results of the survey and the transcript of the associated interaction can be viewed in Voice of the Customer Feedback.

Sometimes when a customer submits feedback, they also ask you to get in touch with them. You can find and manage those follow-up requests in Voice of the Customer Feedback, too.

Voice of the Customer Feedback provides the following:

  • Search
  • Transcripts
  • Follow-up

Searching for Feedback

  1. To get started, enter some search terms in the search boxes.
  2. Click SEARCH. Results appear in the grid underneath.
  3. Select a result to view its details, which will be displayed underneath the grid. What details you see will depend on the design of your survey. However, the details might include:
    • The customer's personal contact details
    • The customer's feedback scores
    • Any comments the customer might have left
    • Requests for a follow-up contact
    • The details of completed follow-up calls (who completed it and when it was completed)
    • For completed follow-ups, the notes left by the supervisor who completed the call.

Completing Follow-up Requests

If the customer has requested a follow-up and you want to pick up that request, you need to manually dial their contact number that's provided in the Follow-up form on Voice of the Customer Feedback.

During the call, you should enter comments in Agent notes to share insights into how the conversation went.

When the call is over, click the COMPLETE FOLLOW-UP button to complete and close the interaction record. Syntelate XA saves your agent name and the date and time of the follow-up to the interaction record.