NPS survey and customer feedback survey
Case Rainmaker X KSML: NPS survey and customer feedback survey
This year we have implemented customer feedback survey integrations into several call systems. We integrated a survey service into the Genesys call system, which was used by Rainmaker’s customer Keskisuomalainen.
The Keskisuomalainen Group’s customer service is handled centrally by Rainmaker Oy. Keskisuomalainen and Rainmaker wanted to ensure that the quality of customer service is good and the level of customer satisfaction is high.
Ensuring customer service quality with SMS questionnaires
Arena Interactive implemented SMS survey services integrated into the Genesys system interfaces for Rainmaker. After a call, customers receive a text message containing a questionnaire about the customer service event. Customer feedback surveys are sent automatically with the desired restrictions.
The responses are compiled in real time in the manner chosen by the customer into reports, where visual graphs show NPS readings and other desired statistics. It is easy to compare results from different periods, thus ensuring that customer satisfaction remains at the desired high level.
” The implementation of the customer satisfaction survey progressed quickly and the cooperation with Keskisuomalainen and Arena Interactive has been open and solution-oriented. This ensures that the quality of customer service and customer experience is constantly developing at a high level.. “
Henri Forss, Sales and Development Director, Rainmaker
Integrate messaging services into Genesys Cloud
The SmartDialog messaging platform has ready-made integrations for implementing messaging and query services as part of your Genesys Cloud calling system. You can purchase SmartDialog messaging integrations for Genesys Cloud from Arena Interactive.
Genesys Cloud integrations allow you to connect SMS query services to inbound and outbound calling systems. SmartDialog has an integration with Genesys Cloud’s Conversation API, from which call information is retrieved at certain intervals. SMS messages are sent automatically from SmartDialog based on predefined rules.
Customer feedback surveys for Genesys Cloud contacts
You can attach automated surveys to calls using SMS or questionnaires. Form surveys can be personalized and targeted to a specific service event.
We provide ready-made services that allow you to connect SmartDialog’s SMS messages to your company’s customer communications, questionnaire generation and customer service processes.
View the integration’s message traffic from the SmartDialog web interface, where you can see statistics and message traffic. You will have access to valuable data in clear graphs and reports. The goal is better customer understanding and a successful customer experience.
Benefits of Genesys integration
Smooth customer communication
Integrate SmartDialog’s SMS messaging services with Genesys system communications.
Better customer experience
Contact your customers, ask them for their opinion on your operations and receive timely feedback.
Understanding customer needs
Deepen your understanding of your customers by combining SmartDialog’s communication channels with customer service.
Delivery security and reliability
Messages are delivered quickly and confirmation of their delivery is provided.
Versatile reporting options
Visual reports and graphs, accurate message traffic monitoring and statistics.
Real-time monitoring and customer support 24/7
We monitor our services and their delivery reliability 24/7.
For more information about our Genesys integration, please visit our website.