Surveys

When a call finishes with a Customer or Expert, its important that you configure surveys to show both of them to capture the customers experience as well as important Expert notes or feedback. Both of these are optional - e.g. we can turn on or off depending on your needs and you can choose to enable both or just one if you prefer. All this information is stored together with the Call so you can analyse it to understand how your Expert / Team is performing. If you enable this feature, you can tailor the questions and answer types which will flow into your reporting and be associated with the Call. 

You can have any number of questions however we recommend you use the following as guidelines.

Customer Survey

This is triggered after a call on the customer's device and we would recommend a selection of the following questions, with the first two being the core we would recommend to get started. 
Note : You can update the copy of the questions but not the type - e.g. a rating of 0-10 needs to stay as a rating

• NPS (Net Promotor Score)
  This is a key industry standard metric to show how well the platform is performing and is widely recognised as the best metric for this. Its a simple rating of 0 - 10, 0 being low and 10 being high and the question should be similar to "How likely would you be to recommend this Video Calling service to a friend or colleague?".
  e.g.
  
• General Feedback / Comments
  This is a useful question to ask as it allows Customers to provide you any key information, post call which can help improve your service or provide important feedback for you to act on. Its a simple text box and we would recommend the question be something similar to "Is there anything else you would like to share with us?".
  e.g. 
  
• Optional Question Guidelines
  We don't recommend you add all of these as it can be confusing to Customers as the intent is similar but they can be useful for you to understand more about the call and the how your team is performing.
  • Satisfaction
    To further understand how the call was received by the customer we recommend asking them a simple satisfaction question e.g. "How satisfied were you with the video consultation service?". This is a simple rating of 1 - 5, 1 being low and 5 being high
    e.g. 
    
  • Outcome (Did it provide you the answers you need)
    This is a useful question to ask as it helps you understand if the call answered the customers query and they got what needed to help them purchase from you. The question should be similar to "Colleagues were able to answer your queries and provide recommendations where required?" and it should be a simple Yes, No or Other button response. 
    e.g.
    
  • Staff (Were Colleagues helpful)
    This is a similar question to Satisfaction but asked in a slightly different way, so we wouldn't recommend them both. Its a good way of understanding if the team were helpful, even if they didn't manage to resolve the query. The question should be similar to "Colleagues were helpful and friendly?" and this would be a rating of 1-5, 1 being low and 10 being high. 
    e.g.
    
  • Call Quality 
    This is a good metric to capture to check the platform is performing well for your customer base. The question should be similar to "How would you rate the quality (audio and video) of your call?" and would be a rating of 1-5, 1 being low, 5 being high. 
    e.g.
    

Expert Brand Ambassador Survey 

This is triggered after a call on the Brand Ambassadors device and we would recommend a selection of the following questions, which are all optional.
Note : You can update the copy of the questions but not the type - e.g. a rating of 0-10 needs to stay as a rating

• Resolve Query
  This question allows you to start understanding whether the Expert thought the customer query was resolved. You can then cross check this against the Customer feedback. The question should be similar to "Were you able to help resolve the Customer with their queries?" and would be a Yes, No or Other option.
  e.g.

• Query Detail
  This allows the Expert to log any key information about the call for future reference. This is a textbox field.
  

• Call Issues
  The Expert can use this to capture any issues they had with the call to help diagnose and cross reference the call to the issue. This will help the Expert explain what happened so other team members can understand what the issue with the call was and Confer With can as well if you choose to share.
  e.g.
  
• Department
  You can choose to categorise the call whcih would drive the analysis in your dashboard. The departments or categories can be anything you like, which gives you the flexibility to track the different types of calls relevant to your business. 
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• General Feedback
  This is a useful question to ask as it allows Experts to provide you any key information, post call which can help improve your service or provide important feedback for you to act on. Its a simple text box and we would recommend the question be something similar to "Is there anything else you would like to share with us?".
  e.g.
  

Expert Brand Ambassador Offline Sales Tracking

• Sale Flagged
  Our platform allows you to flag an offline sale, against the call and your account, which can be very useful if you create a custom order or fulfil via another platform. You have the option, after a call, to flag whether there was a sale. If there was you can then provide the subsequent details (reference and amount) which will flow through to your reporting as offline sales e.g.
  
• Sale Reference
  This is your sale reference and this will flow through to your offline sales so you can identify the sale in your platform and this is a text based field e.g.
  
• Sale Amount
  This is the total amount of the order and will be aggregated to your automatically captured sales to provide your total. This is a numerical field e.g.