In today's digital age, providing excellent customer experience has become more important than ever. Customers have more options than ever before, and they expect seamless and hassle-free interactions with businesses. The success of any Genesys Cloud organization depends on its ability to provide top-notch customer experience. One of the key ways to achieve this is by collecting the voice of customer feedback across all channels and acting on it immediately. This is where Feebak comes in.
Feebak is an omnichannel survey solution that can be easily integrated with Genesys Cloud. It offers a powerful survey builder that requires no coding and can be used to deploy surveys across multiple channels, including calls, emails, SMS, WhatsApp, and more. Many organizations end up using multiple survey solutions for different channels, which leads to scattered data. This makes it difficult to analyze and act on feedback. Feebak offers a powerful dashboard and reporting system that allows you to analyze and act on the voice of customer feedback across different channels through a single platform. The dashboard offers multiple filtering and drill-down capabilities, which allows you to analyze feedback in depth and take necessary actions.
Investing in Feebak is essential for the success of your Genesys Cloud organization for the following reasons:
Collect Voice of Customer Feedback Across All Channels
Feebak helps you collect voice of customer feedback across all channels, including calls, emails, SMS, and more. This means that you can get insights from your customers across all touchpoints. This is important because customers expect consistent experiences across channels. By collecting feedback across all channels, you can identify areas for improvement and provide a seamless experience to your customers.
No Coding Required
Feebak offers a user-friendly survey builder that requires no coding skills. This means that you can easily design and deploy surveys without relying on developers. This feature helps save time and resources that can be invested in other important aspects of the organization. The survey builder also allows you to customize surveys with your branding and messaging, making it easier for customers to recognize your brand and engage with your surveys.
Powerful Survey Builder
Feebak offers a powerful survey builder that allows you to control the flow of surveys dynamically using Conditions and Actions. This means that you can set conditions to identify bad responses and take actions like notifying supervisors or management, automating callbacks, and updating CRM using data actions. This helps in closing the feedback loop immediately and taking action to improve customer experience. The survey builder also allows you to create conversational surveys, where customers can respond to surveys in a chat-like interface. This feature leads to higher response rates and more accurate insights from customers.
Close the Feedback Loop Immediately
Feebak can help you close the feedback loop immediately by using conditions and actions. This means that you can take immediate action on negative feedback received from customers and improve their experience. For example, if a customer reports a bad experience, Feebak can automatically notify the supervisor or management, who can take immediate action to resolve the issue. This feature helps in creating a positive brand image and customer loyalty.
Survey in the Customer's Choice Channel
Feebak offers surveys in the channel of the customer's choice. This means that if a customer calls your contact center, they will receive the survey in the same call instead of receiving it as a different email. This feature helps in increasing survey response rates as customers are more likely to respond to surveys when they are presented in the channel they are already using to communicate with your organization. This feature also helps in reducing survey fatigue, as customers are not bombarded with surveys in different channels.
In conclusion, investing in Feebak is essential for the success of your Genesys Cloud organization. It helps in collecting the voice of customer feedback across all channels, closing the feedback loop immediately, and improving customer experience. The powerful survey builder, user-friendly interface, and powerful dashboard and reporting system make it easy to deploy surveys and analyze feedback. By investing in Feebak, you