Interaction Feedback®
Customer feedback management in one intelligent application
With Interaction Feedback, you create and manage post-call surveys soliciting customer evaluation of your organization and service quality. Survey results can be compared with operational data from your contact center so you can pinpoint key areas for improvement and take action.
Incorporates customer feedback best practices
Interaction Feedback incorporates best practices established by CFI Group, a recognized thought leader in customer satisfaction research and analysis and founder of the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan. Pre-loaded ACSI-based questions based on industry-proven survey methodology enable you to author more effective surveys.
Complete post-call survey functionality, with a simple license key
Interaction Feedback is built into the Interactive Intelligence’s Customer Interaction Center® (CIC) platform and application suite—no third-party integration is required.
Rule-based survey delivery
- Specify intelligent rule logic for each survey to determine which calls receive a survey invitation
- Frequency (every nth call)
- Maximum number of surveys offered per day
- Calls to a number (DNIS) / Calls from a number (ANI)
- By workgroup
- By custom attribute
- By chronological segments (time/date range; day of the week/month)
Automated participation in surveys
- Remove agents and employees from the survey decision process
- Offer automated invitation and “opt-in” to participate
- Reduce influence on surveys
- Transfer callers to surveys automatically
- Achieve more accurate, unbiased information
- No agent/employee involvement or awareness that a survey is taking place
Real-time monitoring and alerts
- Real-time monitoring via the Interaction Supervisor™ application
- Monitor number of surveys in process, completed, abandoned or alerting
- Configure and receive alerts for survey scores that fall below pre-set thresholds
- Prompt proactive intervention to address customer issues
Reporting
- Reporting capabilities via Interaction Supervisor
- Survey results summary and detail information
- External (survey) and internal (quality) score comparison
- Satisfaction rankings by agent (user)
- Satisfaction trends over time
Proven survey questions and design
- Take the guesswork out of survey design with ACSI-based questions
- Ask the right survey questions based on what you want to measure
- Identify “drivers” of satisfaction
- Create “ACSI-compliant” surveys, out-of-the-box
- Pre-recorded question prompts already included
Key benefits
- Simplify the survey process using Interaction Feedback’s wizard-guided approach to create and activate surveys, which eliminates the need for technical expertise and complex programming.
- Access survey results quickly to assess the impact of a call on a survey score. Access and play call recordings just as quickly via the integrated Interaction Recorder® application to listen to the interaction itself.
- Compare external/internal service perceptions to better identify service gaps and formulate improvements to ensure customer retention.
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