IVR Survey Software
Best in class interactive voice response survey system. Boost productivity by using smart omnichannel routing, advanced call queue management & automated workflows.
Trusted by 450+ global clients in 40+ countries
Read how Siena College uses Voxco Survey Software for NY Times Upshot Polls 3M Phone Calls | 96 Polls
Voxco IVR is the perfect fit for
25+ Years of Experience
On-Premise / Cloud Hosting Options
1B+ Survey Completes Annually
Cost-effective IVR surveys & messaging
Voxco IVR is a state-of-the-art Interactive Voice Response survey system. It gives you an easy and cost effective way to deliver self-completion surveys and automated messages to a broad audience.
In survey mode, respondents answer questionnaires any time they like through simple touch tone interaction on their phone.
In messaging mode, the Voxco IVR system broadcasts messages for customer satisfaction programs.
Manage high volume CATI research with advanced supervisor, interviewer and dialer features. Explore what Voxco CATI can do for you.
Supercharge your phone surveys with Voxco. Boost productivity by 400% or more with integrated telephony software.
Improve survey response rates with multiple Self-completion survey modes:
Inbound mode IVR
Manage incoming respondents call. Collect answers using keypad. Ideal for customer & patient satisfaction programs based a permanent phone number.
Outbound mode IVR
Collect customer feedback at scale with self complete pre recorded IVR surveys. Ideal for measuring customer satisfaction across multiple touch points.
Mixed mode IVR
Conduct self-administered IVR surveys while managing incoming CATI calls with call hold, intelligent routing or self serving options.
Boost Productivity. Set up IVR system instantly! Access the most user friendly IVR System used by 450+ brands around the world.
Feature packed IVR Survey Platform
Improve your telephony system with advanced IVR features
VOXCO CATI SURVEY SOFTWARE
> Call Management
> Advanced Call Queue
> Remote Coaching Options
> Advanced Reporting
VOXCO CLOUD BASED DIALER
> Predictive Dialer
> Preview Dialer
> Hybrid Dialer
> Power Dialer
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Engage Agents, Supervisors & Respondents : Adopting an effective WFH strategy for Contact Centers
IVR Survey, also known as Interactive Voice Response Survey is a customer feedback method used by companies that have a customer support centre. To know that the service delivered to customers can achieve customer satisfaction, companies carry out IVR surveys using IVR software. As listening and responding to customers is crucial for any company to thrive, they carry out such satisfaction surveys using interactive voice response software. IVR surveys are Popular method to carry out CSAT surveys.
What Is IVR Software?
IVR platformuses pre-recorded pre-recorded phone calls where customers can interact with an automated voice. This voice will give the customers pre-defined options to choose from and customers can make use of numbers to make their choices. Interactive Voice Response software can take responses via touchpads or even voice recognition technologies.
Interactive Voice Response software can be used in banking payments, mobile purchases, services, weather updates, etc. As these are pre-recorded responses, IVR survey software cuts the time required for customers to solve their queries as they don’t have to talk directly to an agent.
Functionalities of Interactive Voice Response Survey Software:
- Personalize your IVR message – IVR platform lets you customize your message according to need
- Use pre-recorded IVR survey message –you can pre-record messages so that actual interaction time is less
- Collect information of callers who interact with your IVR survey software
- Automate customer support –IVR survey technology makes it easy to interact with customers
- Value-based call prioritization –IVR survey software forwards the calls based on their values
- Connecting calls to right agents –IVR software forwards the calls to the right agents
- High call volumes –IVR promotes a high quantity of calls solving more customer issues
- Enhance company image –this in return adds value to the company image2
What are the benefits of an Interactive Voice Response Survey?
Interactive voice response software allows companies to connect to their customers through automated pre-defined messages to which they respond. Let’s look at some benefits of IVR survey software:
Intelligent call routing
IVR survey technology can intelligently forward the calls based on the call history and agent they talked to, VIP calls to queue, etc. This helps reduce the waiting time, customer dissatisfaction.
IVR customer satisfaction survey helps the most during peak service usage. You can automate answers to questions that are asked too many times. This will help give ease to the agents and can solve the majority of the problems with ease. In case of a disaster, IVR technology can have some pre-programmed option to enable which can route selected calls to the right agents.
Poor automated services can frustrate the customer in turn spoiling the image of the company. IVR customer satisfaction survey takes care of this by keeping track of the customer query and safely passing them on to the agent if they need to talk to one. This lessens the frustration and query solving time. It also allows you to intelligently route calls based on their priority levels like how complex the query is, debt level, or even status.
Where the customer satisfaction score is important, it is vital to keep up with the IVR survey to be held after every interaction. These scores will help you get closure on customer satisfaction. IVR survey technology can reduce the number of hang-ups and drop calls. IVR can have an automated message informing the customer about the waiting time. This automated system can provide self-helping tools which can reduce the need for agents to customer conversation.
Just as customers, it is important to look out for the workload on the agents sitting to solve customer queries. IVR survey software provides text to speech phone calls that do not keep agents busy in mundane tasks and they call to devote their time to something complex and important.
How does an Interactive Voice Response survey question looks like?
As we know Interactive Voice Response survey plays a vital role in understanding to what extent your services are being useful for the customers. Let us take a look at some common questions asked during the survey:
How easy it is to contact us?
This will directly give you the customer opinion on how efficient your IVR survey software is working. The customer can answer this question using a number scale like 1- being very poor to 5- being very good. The customer will then have to type a number between 1-5 to submit their response. Another option is to take their response through speech and then have a texted record.
How was your experience with our agent?
This will give you what customers think about the knowledge of the agents that are answering their questions. IVR software routes the calls to the agents depending on the customer queries. And the agents have to have adequate information on the field he is assigned to. Giving false, unclear, unsatisfactory answers to the customers can lead to their dissatisfaction with the services and ultimately lead to frustration. Keeping track of your agent knowledge through customer satisfaction can improve the way your IVR customer satisfaction survey works.
How should we improve?
Even though you think your IVR software works efficient, it is important to take feedback from the customers on what and how different things they want. There can be some confusing questions or answer options for them to choose from which may lead to wrong responses from their side. The improvements can be regarding the automated messages or the agents’ behaviours, etc.
Was your query solved?
This can be a simple question asked to customers after every interaction be it automated or with the agent. This practice can give you the frequency of the successful question solved through the IVR survey software.
How to improve Interactive Voice Response survey response rate?
Every business depends on customer satisfaction and what’s the best way than taking their feedback to improve your IVR customer satisfaction survey. Well, the more responses the better. Here are some best practices to attract more responses to your IVR survey:
The goal of the survey
Keep a clear understanding of why exactly you are conducting the IVR customer satisfaction survey. Figure what you want from your survey, and then design the survey accordingly. Try to list all the answers you want from customers and then frame the questions respectively.
Keep the questions specific and to the point. Too many complex or long questions can be confusing. And we don’t want to draw the respondents away from the survey. The key is to respect the time of the audience and accordingly frame the questions.
Keep it short
Your IVR customer satisfaction survey should be short so that the customers don’t avoid or leave it halfway. As said earlier, the audience’s time is precious and you need to respect that. Break down the complex questions into simple ones. Keep the critical questions at first and less critical ones in the end.
Using right scales
After framing the questions it is time for the options. As it is a telephonic survey you cannot let the answers be long and very descriptive. Make sure to sure number scales with first and last number as extreme answers. Remember, the larger the scale you use, the more specific your answer is going to be.
Send time Optimization
Analyze the time of the day to release your IVR customer satisfaction survey. The trick is to send the survey when the customers can participate. This will mostly depend on your target audience.
Using simple language
Keep the language as simple and basic as possible to reduce confusion among the customers. This can increase their willingness to participate in your IVR customer satisfaction survey.
An automated phone survey for small businesses can be the most effective and intelligent way of generating customer feedback.
Let’s see how an automated phone survey for small businesses can be a competitive advantage:
The IVR surveys are conducted using an automated phone system which is less expensive than hiring and training people for conducting surveys.
Automated voice surveys can also be performed frequently, helping small businesses stay updated with customer insights.
Automated phone surveys are conducted with an online IVR; this means a large population can be surveyed in a small amount of time.
Automated voice surveys use the smart solutions IVR, which means the survey questions can be set in random order. The IVR software will ask respondents questions in unbiased order.
What are automated phone surveys?
Automated phone surveys are a method of collecting data using phones. The automated survey system calls a list of preset numbers ( respondents) and gathers information and feedback from them.
Automated phone surveys apply the technology of interactive voice response software.
How does an automated phone system work?
An automated phone system or IVR software automates a phone call between machine and human.
Integrate the automated phone system with your CRM to use your telephones for surveys and gather valuable data for later analysis.
What are the different types of IVR software?
There are primarily two types of IVR platforms – Inbound and Outbound. The third type is a mixed-mode that combines both to conduct inbound and outbound phone surveys.
Inbound IVR enables you to handle calls you receive from your customers/clients.
Outbound IVR helps you conduct outbound phone surveys to your customers. The calls are automatically made from the IVR platform based on pre-defined rules.
Why do businesses need smart solutions IVR?
Companies often use IVR to conduct market research. Interactive voice response software uses pre-recorded messages to deliver information to callers and uses touch-tone keypads to gather their responses. Modern, smart solutions IVR also enable both inbound and outbound phone surveys.
Businesses are looking for an IVR platform that helps them manage inbound & outbound calls while reducing costs.
First call resolution: A smart solutions IVR allows you to design a flow to minimize customer wait time & expedite resolution.
24 X 7 service: Play pre-recorded messages when human agents are unavailable or off-days.
High-call volume: Smart solutions IVR enable an automated workflow to streamline the calls for seamless customer support.
How can you use IVR software for your needs?
If you are new to the idea of IVR, then you may not understand how you can utilize automated phone systems to their full potential. We have listed how various industries use IVR software to improve efficiency and conduct research of different sorts.
IVR Market Research: Automated phone surveys can help you learn about your customers’ attitude & perception towards your industry, offerings, services, and more.
With IVR market research, you know more about your current and potential customers while uncovering opportunities to grow the business.
IVR Call Centers: Inbound IVR can automatically answer incoming calls, route callers to the menu, and offer basic information like account balance.
Inbound IVR can cut down the cost of hiring live agents and offer support 24 X7.
IVR Polling: IVR polling makes calls automatically & plays a recorded questionnaire inviting the respondents to share their feedback using the keypad.
As thousands of calls can be made simultaneously, IVR polling can collect data from a large sample in a matter of hours. IVR polling is also more cost-effective than traditional telephone surveys.