Survey in NextGenSwitch?

In NextGenSwitch, a Survey is a powerful tool designed to collect responses and feedback from customers, employees or other participants using voice interactions. It allows businesses to automate the process of gathering data, enabling real-time decision-making and actionable insights.

With its flexible input options, customizable modules, and robust response handling, surveys in NextGenSwitch streamline communication and data collection, ensuring engagement with participants across multiple channels.

Use Cases for Surveys

  • Customer Feedback: Measure customer satisfaction after a call, purchase, or service interaction.
  • Market Research: Collect opinions, preferences, and trends from your target audience.
  • Employee Engagement: Conduct internal surveys to gauge employee morale, gather suggestions, or assess training needs.
  • Lead Qualification: Use surveys as part of a marketing funnel to qualify leads for your products or services.
  • Event RSVPs: Gather participant responses for events, meetings, or webinars.

Why Choose Surveys in NextGenSwitch?

  • Ease of Use: Simple interface for creating and managing surveys.
  • Scalability: Handle surveys for hundreds or thousands of participants effortlessly.
  • Flexibility: Customize every aspect of the survey to fit your needs.
  • Customizable Input Types:
    • DTMF (Dual-Tone Multi-Frequency): Allows participants to respond by pressing keys on their phone. For example:
      • Press 1 for Yes,
      • Press 2 for No.
    • Voice Record: Voice record input allows participants to respond verbally. The system captures their spoken responses
  • Retry Mechanism: If a participant doesn’t respond, NextGenSwitch can retry the interaction a specified number of times to maximize response rates.
  • Real-Time Notifications: Send survey responses directly to email or SMS for immediate review
  • Dynamic Routing: Based on user input, you can define the next step (e.g., transfer to a support agent, log response, or route to another module).

How to Create a Survey in NextGenSwitch

To create a new survey, Navigate to the Survey section under the Contact Center module. Click the Create New Survey button and fill up the required fields.

  • Name: The unique name of the survey, used for identification and management.
  • Voice: Defines the voice used for guiding participants through the survey.
  • Input Type: Specifies how participants respond to the survey (e.g., DTMF-Key Press for keypad inputs).
  • DTMF Keys: Defines the actions associated with specific key presses.
    • Key Pressed: The digit participants press to select an option.
    • Caption: The text or prompt associated with the key press.
    • Action: The operation triggered by the key press (e.g., route to a function or terminate the call).
    • Destination: Specifies where the action routes (e.g., an extension, hang-up).
  • Retry If No Input: Sets the number of retries if the participant does not respond.
  • Email to Send Response: The email address where survey responses are sent.
  • SMS to Send Response: The phone number where survey responses are sent via SMS.
  • Last Destination: Specifies the final action when the survey ends or times out.
    • Action: The operation at the end of the survey (e.g., terminate call).
    • Destination: Where the final action routes (e.g., hang-up).

Survey Reports: Access detailed survey reports by clicking the three-dot menu on the right-hand side.