Surveypal aims to bridge this divide by collecting and aggregating survey data for organizations to review and improve their customer service practices.
“Typically the way that we work with our customers is to help them to better understand the customer journey,” said Zetterberg.
This is achieved by measuring different interactions via surveys. The surveys often measure Net Promoter Score (NPS) which is a simple metric that rates the likelihood customers to recommend your brand to others. Surveypal’s surveys can come through many channels and can be sent at different points in the customer journey, though they are often used as an immediate follow-up.
“At Surveypal, when we think about surveys, we think their real purpose should be to trigger the conversation and to consider it to be more like a dialogue between the company and the customer, instead of research,” said Zetterberg. “If you get any type of feedback from the customer, the survey can be the opening for that conversation.”
Surveypal itself often uses the phone to follow up with their customers. Their rationale is that they “really want the customer to feel that [they] consider their concerns personally and on time.”
For Shamia, this explanation is the central argument that distinguishes call centers from other customer service platforms. Phone support is real-time, personalized and human. The call center agent is able to hear the tone in the caller’s voice. Problems can be discussed and resolved in minutes.
Zetterberg and his colleagues at Surveypal use Talkdesk’s cloud-based call center software to ensure that they provide excellent customer service.
“Customer service is a really high priority for us at SurveyPal,” said Zetterberg. “What we say is that you don’t only get a customer survey platform, you also get the pal who is willing to help you whenever you have any questions.”
Surveypal maintains this aimable image, in part, by reaching out to customer’s preemptively over the phone to ensure satisfaction. They have integrated Talkdesk’s software with Salesforce and Zendesk to give their customer service agents access to extensive information about customers before they are on the line.
“What’s great about Talkdesk,” said Zetterberg, “Is that we’re able to see all of the conversation in our CRMs so we can keep everything in sync. That’s really helpful when we have these conversations.”
Zetterberg went on to describe how these integrations were easily set up within Talkdesk. “It’s pretty much plug and play,” he said.
Shamia explained that this functionality was one of the motivating factors behind the creation of Talkdesk.
“We integrate as many customer solutions as possible so when the phone rings, the agent on the outside understands the customer journey immediately,” said Shamia.
Talkdesk’s software is intuitive, flexible and powerful. Improve your company’s customer service today. Get a live demo and see the difference real-time support can make.