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Vishant Khare

22 May 2024

How the right contact center solution can ensure brand trust and identity

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Consumers are constantly on digital channels and devices throughout the day. They seek proactive service, personalized interactions, and...

In today's world, listening to customer feedback is crucial for any business, as it gives direct insights into customer satisfaction. By making an effort to gather customer feedback, a business shows that customer opinions are valuable and the business is working towards improving its products and services. 


It is essential to ask for customer feedback at all possible touch points where a brand interacts with them, including voice calls. Hence, having a meaningful post-call engagement is critical for any business.


It is the key to improving products and services, better understanding your target audience, creating strong brand recall, reaching your business goals, and fostering innovation.


Say hello to User Feedback, and make your customers’ opinions an important part of your voice call communications!



With the User Feedback capability, we wanted businesses to drive value with our offerings. We now have touch points on all calling actions, such as answered, missed, and rejected calls. 


The User Feedback feature takes the guesswork out of customer feedback. With It, you will have a quick and easy way to gather valuable insights and opinions from your customers after each call.


User feedback will not only help you better understand your customers but also boost post-call engagement and build trust. It's a win-win!


Our User Feedback capability comes in two engaging formats:


  • Call Ratings: A simple scale-based feedback format that allows customers to rate their experience

  • Questions: A more in-depth feedback format for a detailed understanding of a customer's opinion with an input field.


That's not all. You can run one or both features in combination across answered, missed, and rejected calls to get the right insights to ramp up your business efficiency.


A quick background


When we started our journey in 2021, we offered brand identity and context with our Verified Business Caller ID and Call Reason capabilities. In 2022, we launched the Video Caller ID and Call Me Back capabilities to differentiate and enhance the customer journey.


With User Feedback, we have come full circle in helping businesses build an end-to-end communication experience, from identity to feedback. You can read the details about enabling a User Feedback campaign here.



Building the user feedback capability has considered many industries, including e-commerce, Edtech, fintech, real estate, BFSI, and healthcare. We have ensured that it is interactive and suitable for organizations across all industries, regardless of their feedback pain points.


Let's say you are in the BFSI industry. After a detailed conversation about a loan offer with a customer support team member, you can quickly set post-call feedback. Using the User Feedback feature on answered calls, you can ask the right questions like:

  • Did the call solve your problem? With a multi-choice option of "Yes" or "No."

  • How would you rate our service? With a 1-5 rating scale, gauge your customer satisfaction.

  • What did we miss on the call? With the question format, get the customer's opinion through a short descriptive answer.


What you get, in turn, helps you optimize your calling operations like:

  • Agent efficiency

  • CSAT

  • Process efficiency 


Similarly, you can simulate different feedback questions on use cases to get valuable insights and feedback and utilize them to improve your customer experience.


Start listening to your customers today with User Feedback! To learn more, contact us at business@truecaller.com.

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