NextGen Omnichannel Surveys

CX feedback analytics at every customer contact point

Artificial Intelligence driven feedback

VirtuaTell's innovative use of AI delivers to your customers a feedback experience with relevant questions, short surveys and fast completion that means they will respond to your invitations, time and time again.

eSurvey

The smart, powerful option for dramatically increasing real-time CX feedback rates

  • Ensure customers receive tailored email invitations to partake in fast surveys whatever the contact point – whether it be via a website, chat session, social channel or smartphone app.
  • Use inbound and outbound invitation methods to enable customers to give feedback on whatever device or application they prefer.
  • Benefit from unbiased real-time feedback that is gathered minutes after the customer’s interaction to ensure that all results are timely, relevant and meaningful.
  • All survey results and intelligent analytic insights are delivered via the Synaptum® Portal for ease of use and analysis.
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vSurvey

Revitalised by Siri and Alexa, leverage the survey method that is ideal for securing millennial feedback

  • Call customers back on the same phone number they contacted you on by deploying innovative voice channel technology as popularised by Alexa and Siri.
  • Gather meaningful insights from customer voice recordings using advanced AI to analyse any key messaging – and crucially, vocal sentiment.
  • Offer mobile callers the convenient option of an SMS survey, giving them a simple feedback method that can be completed in seconds.
  • Achieve outstanding invitation-acceptance rates by offering real-time transfers, callbacks or SMS links immediately after the customer has made contact.
  • Capture and collect 100% accurate NPS scores by utilising VirtuaTell’s unique methodology, which highlights those crucial 10 out of 10 scores.
  • All survey results and intelligent analytic insights are delivered via the Synaptum® Portal for ease of use and analysis.

 

mSurvey

Use SMS to gather real-time feedback from time-poor mobile customers using our innovative solution

  • Offer fast, short surveys via SMS or longer smartphone-based variants accessed by the customer using a simple web link.
  • Benefit from an increase in your feedback response rates as SMS offers your customers the opportunity to feedback at a time that is convenient to them.
  • Avoid the delays associated with third party solutions or blended SMS routes by sending out SMS invitations and surveys via a Tier 1 supplier.
  • Partnering with a Tier 1 supplier is shown to improve response rates and build stronger customer relationships with all companies in your supply chain.
  • All survey results and intelligent analytic insights are delivered via the Synaptum® Portal for ease of use and analysis.