eGain Survey helps contact centers, eCommerce sites, and customer portals connect with their customers in a vital and immediate way by conducting web surveys and eliciting feedback at various points of contact. It enables them to measure and improve the quality of service across all interaction channels, thereby maximizing customer retention.
eGain Survey improves customer retention by helping gauge customer satisfaction in real time. Most of all, it gives businesses the ability to effectively interact with and listen to their most valuable customers. The entire process is automated with the help of the eGain Workflow Engine, which presents a feedback form to the customer and then processes the response based on predefined workflows.
The eGain feedback management tool will help you:
Survey Initiation Workflow selects customers for the survey randomly or based on specific criterion
Feedback Form can be customized to match the rest of the website
The Feedback Manager Workflow processes the form end to end
Generates customer satisfaction scores for individual agents
Manages and tracks all submissions, updating customer records and generating alarms and notifications for further action
Automatically routes the response according to customer value
Automatic notifications are sent to agents and supervisors