Collecting the voice of your customers (VoC) or conducting professional surveys

Conducting surveys is in the interest of most industries. It helps to improve and assess products and services, but it also keeps close contact to customers.

There are many ways to collect customer feedback. The cheapest way is emails or automated after-contact surveys. But those surveys are usually static and usually only a certain type of customers replies to them. Moreover, standardized questionnaires will hardly help to improve your customer-business relation.

Another channel for collecting feedback is via phone. However, many companies are hesitant to use this channel as they are afraid of high costs for collecting a representative number of responses. And just comparing the costs of one phone and one email survey might seem to confirm this concern.

But much speaks for the phone channel, especially if you automate it:

• Customers feel valued and you can increase their loyalty to your brand
• You can directly respond to a customer's feedback
• You can conduct qualitative surveys
• Some customers can only be reached this way, especially if you have B2B relations

 babelforce offers various possibilities to collect you customers' feedback efficiently:

• Connect your database with your outbound dialer and define who should be called
• You can define how often you want to try calling your customers
• Your team will only be connected to a call if a customer picked up the phone
• Surveys and user accounts can automatically be pushed to the experts conducting the survey, making it easy to ask questions designed to meet the customer segment