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Use cases

Post-contact surveys

With CONTACT.WORK, every contact gets rated, and you can fix a miss before you lose the customer – no survey team required. Customers rate a call with an agent by keypress, out loud, or with a voice message, rate a chat right in the chat, and rate a visit or delivery by answering a bot call or an SMS. When a rating is low, the person responsible gets a task right away. Reports show which employees and which topics customers rate lower.

Get a quotePricing
$0license feesMinutes, messages, and support billed separately
3survey channelsCall, SMS, chat
~30built-in reportsIncluding NPS and CSAT
1customer timelineContact and rating side by side

Problems

What you lose without customer feedback

Manual surveysStaff call back a sample of customers. It's slow, and most customers never get asked.
Rating with the agent listeningWith the agent on the line, customers feel awkward criticizing them and give a high score to be polite.
Unhappy customers stay invisibleA bad review sits in a spreadsheet with no response, and meanwhile the customer leaves.
No link to the employeeRatings are collected for the company as a whole, so you can't see which employee needs help.
Scattered answersRatings from calls, chats, and SMS are stored separately, and it's hard to see the full picture.
Bad timingCustomers are asked a week later, when they no longer remember how the conversation went.

Solution

Surveys in action: what changes

After a call

A rating while the conversation is fresh

The agent ends the conversation, and the customer's call moves to the IVR. The IVR asks for a rating from one to five or asks the NPS question. The customer can answer by keypress, in words, or with a voice message, which is transcribed to text. The system attaches the agent's name, the queue, and the call topic to the rating.

  • Keypress or voice
  • Transcription
  • Tied to the employee

After a chat

A question right in the chat

As soon as the chat ends, the customer gets a short question with answer buttons. Chat and call ratings feed into the same reports.

  • Messaging apps
  • Website chat
  • One report

After a visit

A bot call or SMS

Once a visit is over, an order is delivered, or a service request is closed, the customer gets a bot call or an SMS with a survey link. Your CRM tells the platform why and when to call.

  • CRM event
  • Bot or SMS
  • The right time

Alert

Low rating – instant task

A rating below your threshold creates a task for the person responsible, and harsh reviews are collected in a separate list. The employee calls the customer back while the problem is still fresh.

  • Rating threshold
  • Task for the owner
  • Separate list

Report

Ratings by employee and topic

The report shows NPS, CSAT, CES, and FCR for each employee, queue, branch, and topic. You can also see how the numbers change week to week.

  • By employee
  • All metrics
  • Trends

Examples

Survey examples

What changed once surveys were in place.

Rating a support conversation

Managers used to judge support quality by complaints and a couple of call recordings. Now customers are asked to rate every conversation, and by then the employee has disconnected and can't influence the answer. A week later the report shows whose ratings are lower and which topics drag the score down. Training goes to the people who actually need it, and everyone else skips extra sessions.

  • Every conversation
  • No pressure
  • Breakdown by topic
Example 1 of 4

You decide what to ask, which scale to use, what counts as a bad rating, and when to survey. We set all of this up at launch and change it whenever you ask.

Features

More features

Questions, survey channels, rating follow-up, and reports.

Questions

  • CSAT – satisfactionThe familiar five-point scale for a call, chat, or visit.
  • NPS scaleHow likely the customer is to recommend you, on a 0-10 scale.
  • FCR – resolved on first contactA yes/no answer shows the share of inquiries resolved in one contact.
  • Multiple questionsA two- or three-question survey: for example, response speed and courtesy.
  • Voice answerThe customer says the rating in words or leaves a voice message, and the transcript is saved to the record.
  • Reason for a low ratingIf a customer gives a low score, the IVR asks them to pick a reason: long wait, issue not resolved, rudeness.
  • CES – was it easyThe effort scale shows where customers have to spend extra time.

Channels

  • IVR after the conversationThe agent ends the call, and the customer hears the question and answers by keypress or voice.
  • Question in chatAs soon as the conversation is closed, rating buttons appear in the chat.
  • Bot callThe bot calls when your CRM reports a visit, delivery, or closed service request.
  • SMS with a linkA short survey by link – if the customer couldn't be reached or prefers to text.
  • Voice surveyset up for youThe voice AI consultant asks open-ended questions and understands answers in the customer's own words.
  • Heads-up before the callBefore connecting to an agent, the IVR asks the caller to stay on for a short question at the end – and more people answer.
  • Callback consentCustomers who press the consent key in the IVR get a call from the bot later with the questions.
  • Selected queuesThe survey runs only for the queues and numbers you choose, and only after a completed conversation.

Working with ratings

  • Low-rating thresholdYou set which rating counts as bad and who gets the task.
  • Harsh reviews in their own listThe person responsible sees them in a separate list without scrolling through every answer.
  • Rating in the recordAnswers are stored in the customer record: on the next call, the employee sees past ratings.
  • Rating and quality reviewThe customer's score appears next to the QA team's score for the same conversation.
  • Not too oftenA customer isn't surveyed again until the period you set has passed.
  • Recording next to the ratingYou can listen to a poorly rated conversation right away or read its summary.
  • Follow-up after a fixOnce the problem is fixed, the customer gets a call or message asking if everything is OK now.
  • Review requestCustomers who give a high rating get a link to leave a review – for example, on Google.
  • Survey opt-outA customer who opts out no longer gets surveys by call or message.

Reports

  • By employeeHow customers rate each person on the team and whether their ratings are improving.
  • By queueWhich queues and inquiry topics get low ratings.
  • By branchBranches and departments compared on the same scale.
  • Export to CRMThe API sends every rating to your CRM, where your own reports can use it.
  • Reasons for dissatisfactionWhat customers complain about most: waiting, unresolved issues, courtesy, payment.
  • Employee rankingWho gets the best customer ratings and who needs help from a mentor.

Modules

Contact center modules

IVR (phone menu)After the conversation with an agent, takes the rating by keypress or voice and transcribes the voice comment without taking up the employee's time.→Auto dialerCalls customers after a visit, delivery, or closed service request and runs the survey at times that suit them.→All conversations in one windowWhen a chat is closed, sends the customer rating buttons in the messaging app or website chat. Brings answers into one report.→Form builderBuild a survey from the questions and scales you need. Each customer's answer goes straight into platform reports and your CRM.→Historical reportingShows ratings, NPS, CSAT, and CES by employee, queue, and topic for any period you choose, and compares them with past weeks and months.→API integrationReceives events from your CRM that should trigger a survey and sends every rating and customer comment back to it.→
Ratings without a survey teamThe survey starts automatically after a call, chat, or visit. You don't hire people for surveys or call customers at random yourself.
Unhappy customers get a call back right awayA rating below the threshold becomes a task, and the person responsible calls the customer the same day. The problem gets solved before the customer goes to a competitor or files a complaint.
You know who to coach and who to praiseEvery rating is tied to an employee, a queue, and a topic. Managers rely on these numbers, not gut feeling, to find strong performers and those who need help.
Numbers you can trustBy the time the customer rates, the agent has already disconnected and can't hear the answer, so a polite goodbye doesn't skew the score. You can compare ratings across shifts and departments.

Launch

How we launch

  1. 01GoalWe decide what you want to learn: whether the customer was happy with the conversation, whether they got help, whether they'd recommend the company.
  2. 02QuestionsWe write a short survey of one to three questions and pick scales so customers can answer in seconds.
  3. 03TriggersWe choose which contacts and events start a survey and how long to wait before asking.
  4. 04AlertsWe set the alert threshold and decide who calls unhappy customers back and how fast.
  5. 05PilotWe turn the survey on for part of your contacts and watch the response rate. If customers drop off midway, we simplify the questions.
  6. 06OngoingFrom then on the survey runs for every contact, and each week a manager opens the report to see where ratings are dropping.

Preparation

What to decide up front

What to ask?Pick one main question and a scale for it: CSAT, NPS, CES, or a simple yes/no.
After what?Note which contacts and events are worth rating: calls, chats, visits, deliveries.
What's a bad rating?Set the threshold below which a rating counts as an alert and calls for a callback.
Who calls back?Decide who handles low ratings and how quickly they should reach the customer.
How often?Decide how long to wait before surveying the same customer again, so surveys don't get annoying.

Q&A

Frequently asked questions

How does call rating work?

The agent disconnects, the IVR asks the customer a question, and they answer however they like: by keypress, by voice, or with a recording that is then transcribed. The IVR can also ask the NPS question or whether the customer got the help they needed.

Can the agent influence the rating?

No – by the time the question is asked, the agent has disconnected and can't hear the customer's answer. Managers see all results, and employees see only their own, if you allow it.

Can we survey customers after a chat?

When the chat is closed, the customer gets a question with answer options in the same channel the conversation took place in. In reports, these answers sit next to call ratings.

How do we get feedback on a visit or delivery?

Your CRM sends the event, and the platform starts a survey by bot call or SMS. You set the timing in advance – say, an hour after delivery.

Where does a low rating go?

The platform gives the person responsible a task to call the customer back. In the inquiry record, they see the call topic and who handled it. The harshest reviews are collected for them in a separate list.

Which metrics can we track?

NPS – would the customer recommend the company to friends (0-10); CSAT – how satisfied they are with the contact (1-5); CES – how much effort it took to resolve; FCR – whether one contact was enough. Reports calculate each metric separately for any employee and topic.

Can customers leave feedback in their own words?

Right after rating, the customer can record a comment, and its transcript is added to the inquiry. If you've connected the voice AI consultant, it runs the survey itself and understands answers in the customer's own words.

Won't customers get tired of surveys?

You decide when a customer can be asked again. Until then, they won't get another survey.

Does this work for a small team?

Surveys by IVR, bot call, and SMS work with any number of agents. The voice AI consultant is designed for contact centers with ten or more agents.

How much do surveys cost?

There's no charge for licenses or the platform itself. Survey setup is billed in support hours, and call minutes, SMS, and AI services are billed separately. Contact us for pricing.

Glossary

Terms on this page

Net Promoter Score (NPS)
How willing customers are to recommend your company – based on one question rated 0 to 10. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer satisfaction score (CSAT)
How satisfied a customer is with a specific conversation – usually a 1-5 rating right after the call. Learn more →
FCR – first contact resolution
How many issues get resolved the first time, so the customer doesn't have to call again. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →

More

Related

Call quality monitoring How speech analytics scores every conversation against your standards and picks the calls to review by morning. Learn more Repeat sales and retention How to spot customers who may leave and offer them a renewal, a repeat purchase, or special terms in time. Learn more Notifications and confirmations How to tell customers about a reschedule, an outage, or new terms, collect their answers by keypress, without agents dialing by hand. Learn more Loyalty program How a bot tells customers their reward balance and perks, warns about expiring points, and lets your most important customers skip the queue. Learn more

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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