Customer Surveys

We conduct customer surveys via phone, SMS, email, and chat. In the surveys, you have the opportunity to ask different questions to your customers, such as about their treatment and knowledge level. This then leads to a total NPS (Net Promoter Score) rating. There is also the possibility to measure customer loyalty through NPS (Net Promoter Score):

“How likely are you to recommend the company to a friend or colleague?”

Another alternative for measuring customer loyalty is through CES (Customer Effort Score), which is a key metric that customer service has a higher degree of impact on:

“How easy was it for you to resolve your issue?”

In all our customer surveys, you have the opportunity to obtain qualitative and soft values, where the customer can leave a free comment in the form of a voice message or free text depending on the channel.

Quality assurance

Quality assurance doesn’t end there, we have only scratched the surface of what our customers think about our service. With Indicate me, you can easily sort all your interactions based on, for example, NPS ratings and listen to recorded calls or read conversations. This way, you can easily highlight great calls or listen to a call that received a low rating to identify areas for improvement.

Coaching

In addition, we have a coaching part where you can directly coach on all interactions and build coaching forms tailored to your business or use it for monthly reviews. Both leaders and agents can then easily follow the results directly in the dashboard. This makes it easy for the agent to see what they are already doing well and what they need to develop, and there is also an opportunity for agents to comment directly in the coaching form.

Of course, there is also the possibility for the agent to coach themselves!