Customer Workspace Ideas Portal
Feature Overview:
The Post-Call Survey feature is a valuable tool for capturing customer feedback and understanding their experiences after interacting with our support or sales teams. It currently enables us to collect caller feedback seamlessly on all inbound calls, adding significant value to our service quality assessment.
Proposed Enhancement:
To increase the relevance and accuracy of feedback, we propose an enhancement to the Post-Call Survey feature that would trigger the survey only for calls that contain a meaningful conversation. Specifically, we suggest implementing a duration-based trigger, where only calls lasting longer than 10 seconds would receive the post-call survey.
Benefits of this Enhancement:
Improved Data Quality: Calls under 10 seconds often indicate a disconnected or very brief interaction. Filtering these out can ensure we’re gathering feedback from calls where substantial engagement occurred.
Enhanced Caller Experience: Reducing surveys sent to quick or accidental calls can lead to a more tailored experience for customers.
Actionable Insights: By focusing on significant interactions, we’re more likely to receive valuable insights that can guide service improvements.
Additional Considerations:
Customizable Duration Threshold: Ideally, the 10-second threshold could be made customizable, allowing businesses to set a duration that best fits their feedback requirements.
Personalization of Survey Message: Continue supporting the feature where users can customize the survey message, maintaining flexibility for different use cases.
