Multichannel, customer experience surveys…

Imagine having the capacity to accurately monitor and measure customer satisfaction and brand perception, simultaneously and in real-time, across every one of your customer touch-points. Wouldn’t that be something? We thought so too…

Post Call IVR Survey, circle image

Post-Call IVR
Surveys

Callers are transferred into an automated IVR solution, that asks a number of pre-determined questions and captures verbatim comments.

Email, Chat and Social Media survey, circle image

Email, Chat &
Social Media Surveys

Introduce customer experience surveys across your email, chat and social media channels, to capture tangible, comparable customer feedback.

Email and SMS survey, circle image

Web, Email &
SMS Surveys

Capture targeted, customer feedback across web, email and SMS channels. Integrate surveys into your website and send surveys via email and SMS.

VoC analysis, circle image

Live VoC Wallboards
& Reporting

All customer scores and verbatim comments are delivered to our live VoC wallboard, data overview and reporting modules; with real-time alerts.

Text analytics and sentiment analysis, circle image

Text Analytics &
Sentiment Analysis

Analyse verbatim comments, across channel, through real-time widgets and reports. Understand trending topics, keywords and sentiment analysis.

Face-to-Face surveys, circle image

Face-to-Face
Surveys

Capture customer feedback from any face-to-face (F2F) location through the dedicated CSAT Central App for tablet, smartphone or kiosk.

Recent Posts

How to Automatically send out SMS Surveys to your Voice Customers
We’ve been working on post-interaction voice surveys for a number of years now. Agents actively pass customers into an IVR survey and harness immediate
Posted by | Views 134
4 Ways to Address ‘Agent Control’ in CSAT Surveys
Whether you call it ‘removing agent control’ or ‘cherry picking’, the issue of agents selecting which calls (or other interactions) are passed into a customer
Posted by | Views 59
Using a Combination of CSAT Metrics and Text Analytics to Measure VoC
No matter what channel you’re using to gain VoC (Voice of the Customer) feedback, there’s a need to measure both tangible metrics and capture verbatim
Posted by | Views 166

MWS DigiDesk logo

Introducing MWS DigiDesk

MWS DigiDesk has been built by the contact centre, for the contact centre, to facilitate the delivery of blended, multi-channel social customer service. Welcome to the future of social customer care.