We are a Saas company with a strong belief in measuring everything we do, be it our response time, daily missed-calls etc.
One of the critical things for any business is to collect continuous feedback from customer interactions. I have personally seen that collecting feedback takes a back-seat in many businesses mostly pertaining to lack of resources to call up the customer. Gone are the days where you can collect feedbacks only by calling up each customer Individually or meeting them face to face. At Exotel, we whole heartedly believe in automating whatever needs to be repeated again and again.
|Feedback using IVR Call||-Fully automated using our ATSA app||-Low conversion % as multiple chances of dropout possible (like call not picked up, didn’t enter any response etc)|
|Feedback using Missed call||-Missed call is free, so high conversion rate|
-Less metrics to follow( only 3 options)
-Easy to find out who are happy, who are not and take required action
-Customized SMS for each kind of feedback can be done.
|-Can’t think of anything really!|
|Feedback on SMS||-Automated SMS, no manual intervention||-Conversions will be low as replying to Shortcodes is expensive.|