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SurveyMethods Touts CRM, Call Center Integration
[October 06, 2006]

SurveyMethods Touts CRM, Call Center Integration


TMCnet Contributing Editor
 

SurveyMethods.com, a survey software company that provides online survey creation, deployment, and analysis software tools, recently announced the ability to integrate its software into virtually any CRM, Call Center, or ERP system.




Support centers often "make the mistake of rating customer support agents on the number of calls they take," company officials say, or how quickly they can get off the phone with one customer to answer the next call. Key metrics such as customer satisfaction and recommendation scores are jeopardized as a result. Surveying customers enables organizations to improve the way they measure success.

Companies that have customer support centers can use the product to integrate the sending of surveys to customers who call in for support to obtain feedback on their services. "Picture this," company officials say: "A customer encounters an issue with a computer they purchased from your company. He calls a customer support center and speaks to a representative who gathers information on the issue, including his e-mail address. The support representative then helps the customer resolve his issue.


As soon as the support representative ends the call, a survey is automatically sent via e-mail to the customer. The customer receives a survey and spends less than 30 seconds providing your organization with feedback on the support experience. Included in his feedback is a satisfaction rating, and feedback on how likely he is to recommend products and services to others.

In July SurveyMethods announced what company officials called an "easy-to-use, effective, and affordable, online survey creation, deployment, and analysis software tool." The product can be integrated into most customer relationship management systems.

The product is pitched primarily at small and medium-sized businesses, and upon release was billed with the following capabilities:

Create personalized customer surveys from scratch, or copy and modify examples from the site's library of professionally-created surveys in a variety of categories.

Analyze survey data with graphing and charting analysis features.. Users can also copy all graphs and charts into Microsoft (News - Alert) PowerPoint, Microsoft Word, and other applications.

Compare groups, segments, or respondents to each other. The comparison report enables users to compare how different groups of respondents answered questions. This allows users to determine which segments you are serving and how they differ.

Users can even publish their survey results to a private web URL with the option of password protecting it. They can then send the web location to individuals they want to share their survey results with.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.


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