Case Rainmaker X KSML: NPS Survey and Customer Feedback Survey
This year, we have implemented customer feedback survey integrations for several call center systems. For the Genesys call center system, we created a survey service integration that was deployed for Rainmaker’s client Keskisuomalainen.
Customer service for the Keskisuomalainen Group is centrally managed by Rainmaker Oy. Keskisuomalainen and Rainmaker wanted to ensure that customer service quality is high and customer satisfaction levels remain strong.
Ensuring Customer Service Quality with SMS Survey Forms
Arena Interactive implemented SMS survey services for Rainmaker, integrated with the Genesys system interfaces. After a call, customers receive an SMS containing a questionnaire about the customer service event. Customer feedback surveys are automatically sent with the desired restrictions.
Responses are compiled in real time in the customer’s preferred format into reports, where visual graphs display NPS scores and other desired statistics. Results from different time periods are easy to compare, ensuring that customer satisfaction remains at the desired high level.
“The implementation of the customer satisfaction survey proceeded swiftly, and collaboration with Keskisuomalainen and Arena Interactive has been open and solution-oriented. This ensures that customer service quality and customer experience continue to develop at a high level.”
Henri Forss, Sales and Development Director, Rainmaker
Integrate Messaging Services with Genesys Cloud
The SmartDialog messaging platform includes ready-made integrations for implementing messaging and survey services as part of your Genesys Cloud call center system. You can acquire SmartDialog messaging service integrations for Genesys Cloud from Arena Interactive.
Genesys Cloud integrations enable you to connect SMS survey services to inbound and outbound call center systems. SmartDialog has an integration with the Genesys Cloud Conversation API interface, from which call data is retrieved at specific intervals. SMS messages are sent from SmartDialog automatically based on predefined rules.
Customer Feedback Surveys for Genesys Cloud Contacts
You can attach automated surveys to calls via SMS or survey forms. Form surveys can be customized and targeted to specific service interactions.
We provide ready-made services that integrate SmartDialog SMS messages into your company’s customer communications, survey creation, and customer service processes.
Monitor the integration’s message traffic from the SmartDialog web interface, where you can view statistics and message traffic. You gain access to valuable data in clear graphs and reports. The goal is better customer understanding and a successful customer experience.
Benefits of Genesys Integration
Seamless Customer Communication
Integrate SmartDialog SMS messaging services with Genesys system contacts.
Enhanced Customer Experience
Contact your customers, ask for their feedback on your operations, and receive timely input.
Understanding Customer Needs
Deepen your understanding of your customers by connecting SmartDialog communication channels to customer service.
Delivery Reliability and Dependability
Messages are delivered quickly and delivery confirmation is received.
Comprehensive Reporting Capabilities
Visual reports and graphs, precise message traffic monitoring and statistics.
Real-Time Monitoring and Customer Support 24/7
We monitor our services and their delivery reliability 24/7.
More information about our Genesys integration can be found on our website.