Survey
Take short surveys over the phone
Introduction
The Survey app allows you to ask a list of questions and route them through different outputs, such as a note or an email.
The app is preconfigured to take an NPS (Net promotor score) by phone. Based on the score given, the app replies appropriately and asks whether or not the user can be contacted by the support team for feedback.
The app then stores all that information in a note.
Getting Started
Channel Requirements
Phone The app is configured to take the survey via a phone conversation. Phone
Using the Survey
Roles
The following roles can be assigned to manage the Flows for the Survey.
Producer
Operator
Supervisor
App Workflow
The app starts by asking the preferred language of the user, as this isn't always the same as the country code of the phone number.
Then it asks to rate the their customer service on a scale from 1 to 5. The rating can be given either through speech or via DTMF. After receiving the rating, the user can give extra feedback on why that score was given via the 'Ask: Open' node.
After receiving the feedback the app asks the user whether or not the support team can reach out to the customer for any further details. If so, the app asks for the users phone number.
Because this flow takes place on the phone, the 'Ask: Phone' node can ask the user if they can be reached via the phone number currently calling.
Finally the results are stored in a note, which can be viewed when going to 'Manage - Notes'.
FAQ
Languages
The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).
It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.
Opening hours
The opening hours have no effect on this app.
Resources
Find more info here:
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