What is Survey?
With Oration’s Survey, organisations can offer their customers easy and straightforward voice-based surveys as part of their caller experience. With the ability to simply verbalise their responses, your customers will be more likely to participate in surveys and offer valuable insights which help you improve the customer experience. Survey can be used to ask the following question types:
- NPS – Questions that ask callers to rate their experiences on a scale of 0-10
- CSAT – Where customers are asked to rate their satisfaction on a range-based scale such as from “extremely unsatisfied” to “extremely satisfied”
- Yes or no response questions
- Freeform – Where customers are invited to respond to questions verbally and the verbatim is transcribed and analysed for issues or positive feedback.
Using Survey by Oration, it’s possible to configure any number of questions, and you can even link further questions to previous responses to elicit deeper insights, such as asking “Why did you give that rating?”. To show how your organisation is performing in real-time and over time, Survey also gives you the benefit of its reporting feature which shows a summary of captured data. Reports might include the NPS score over a given period or in relation to a specific product, service, or department, for example.
How does Oration’s Survey feature work?
Oration’s Survey enables organisations to create bespoke surveys that are triggered during phone conversations. Importantly, administrators have the option to build multi-step surveys that callers can either respond to verbally or by pressing DTMF keys on their phone.
Asking questions at the end of a call means you’ll gain more valuable insights because the experience is still fresh in the mind of your customer. What’s more, the promptness of Survey’s questions following the call, along with the option to respond freely with natural language, encourages a higher uptake compared to other delayed forms of surveys such as follow-up emails or text surveys. The timeliness of the survey and ease of responding also reinforces a positive customer experience.
What makes Oration different?
With Oration’s Survey, your organisation will be instantly equipped with the sophisticated technology to create and manage surveys that are most suitable and effective for the different types of interactions you have with your customers. Aside from encouraging more valuable and actionable insights from your customers thanks to Survey’s seamless interactions and ease of responding, Survey by Oration also offers organisations the flexibility to continually update surveys as required and gain insights at any time from its user-friendly built-in reporting feature.
- Reduce average handling times
- Identify and verify your callers
- Increase uptake to self-service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency
Discover our features
Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.
By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.