Skip to main content

Capture feedback & run consumer surveys within Zoho CRM with Ozonetel’s IVR

By C Chaitanya
Often businesses are unaware of how customers feel about their service or their product – are they happy, will they recommend you, are they aware of your new offers etc. Being able to capture real time user feedback can aid businesses initiate corrective actions immediately and address business questions like -  
  • Would you like to capture the mood of your customers at the end of a call?
  • Are you sure that your customer calls have been answered satisfactorily?
  • Do you want to conduct a quick dip-stick survey amongst your users to know their preferences?
This facility can now be availed easily within Zoho CRM itself using the Ozonetel <-> Zoho connector.
How does the additional IVR functionality work?
Incoming call scenario
Use case - This is primarily for getting immediate user feedback linked with the call
Step 1 – User calls the call center
Step 2 – At the end of the call, Agent/Executive requests the caller to provide their feedback.
Note – Ideally only 1 question should be asked, to ensure valid responses from the end user. Could be as simple as – Is your issue resolved – Press 1 if yes, Press 2 if no.
This information is captured in 2 places for review
  • Audio recording attached with the contacts module
  • IVR report – Options chosen by the end user are available in the form of a report which is dynamically generated and summarized in the form of an end of day report
Outbound IVR survey
Use case - This can be linked with inputs from the marketing campaigns depending on end user journey or could be to the entire audience announcing a special offer.
Step 1 – You need to prepare a list for whom the outbound survey will be targeted.
Step 2 – Trigger the outbound calls using the Zoho <-> Ozonetel dialer integration
Step 3 – Inputs provided by the end users are captured in the form an end of day IVR report
Which businesses can use this service?
While the use case of capturing feedback for customer calls is applicable to all industries, specifically speaking, the feedback IVR is strongly advised for service oriented businesses like Order delivery, On demand services, ecommerce companies linked with calls related to orders etc. Typically in these cases the end user is savvy enough to understand the value of providing feedback.
Read here on how Medi assist, India’s largest TPA uses Ozonetel’s feedback IVR - http://ozonetel.com/casestudies/MediAssist.html

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

By C Chaitanya
Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...
Read more

First Post

By C Chaitanya
In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3
Read more

KooKoo Contact Center integration with WhatsApp

By C Chaitanya
WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible....
Read more