An Introduction to Social Media Surveys

Introduce post-interaction surveys across your social media channels. Capture tangible customer satisfaction scores via Twitter direct messages and Facebook private messages. Track individual agent performance and stream comments from the social channel directly into the contact centre.

Flexible Design – Add agent specific or generic hyperlinks within your Social Media accounts, directing visitors to a branded, fully responsive survey page.

Total Visibility With Real-time Wallboards – Every completed survey updates the wallboard in real-time. You can track and measure customer satisfaction scores and other vital call statistics across multiple Social campaigns dynamically on multiple devices too, like; desktops, laptops, tablets and smart phones. 

Track Individual Agents – Track and compare the customer satisfaction scores of individual agents across Facebook & Twitter  in real-time on fixed and mobile devices.

User-Centric GUI with Anytime Reporting – We offer standard and bespoke reports, in single and multi channel formats. Customising the look and feel of your wallboards and reports is easy too, thanks to our innovative user-centric GUI 

Flexible Survey Design – Easily create your survey(s) using as many questions as required. You can define scoring rules from 1-5 or 0-10, depending on your needs. 

Data Capture – Accurately assess your customers’ ‘experience’ in greater detail with a post-call comment. Each recorded comment is instantly available to review via our back end reporting system. 

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