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Use Case - Integrating a Customer Satisfaction Survey with Nimbus

Learn different ways to give customers the opportunity to rate the services they call.

In this Use Case, we explore how Customers should be given the opportunity to rate the Services they called. We are exploring a collection of different possibilities and their implementation.

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Considerations

There are several aspects we need to cover when thinking about different solutions:

🤔 Questions Detail Requirements Notes and Thoughts
WHEN do you want to run the survey? 
  • At the end of the call with an Agent?
  • When the call has been terminated?
  • Is the survey triggered automatically or manually?

If you want the survey being conducted during the call, you also need to handle it during the workflow of the call.

💡 Keep in mind, that Customers can hang up and – if they do – they lose their chance to rate the Service.

💡 You should also think about if you want the survey being triggered automatically or manually. Do it automatically is handy and saves time, but you might have less control over it. If an Agent triggers the survey manually, he could verify some things before and he can directly get feedback about the status of the survey.
WHICH METHOD does the Customer use for their feedback?
  • Per mail?
  • Per phone?
 Determine if you want to collect DTMF input during the call or voice messages as Customer feedback   
OR   
... if you simply want to send out a form per mail with ready-made choices and answers. 
WHAT FEEDBACK do you need?
  • A rating from 0....5.
  • A phrase like "Service Desk is quick. Customer Success Team is awesome."; "Shipping conditions are bad"; "Shipping is quick".
  • A personalized message.
  • A direct conversation with an Agent.

You need to think about how granular you want to be when collecting feedback.

Sometimes keeping it simple is the most effective way but might give you less insight. The decision on this also goes hand in hand with the method used by the Customer to give feedback:

  • You can only collect DTMF input or voice messages per phone, but...
  • ... Email is more powerful when it comes to direct personal feedback. Customers also tend to reply to it with more ease.

💡 Think of combining the two methods of phone or Email: You could simply ask in the IVR if the Customer is satisfied or not. If not, you send out an Email to request more feedback.
HOW TO REPORT on it?
  • Store the results into a dedicated system?
  • Integrate the results with Nimbus Reporting?
  • What information do we need to store alongside the given feedback? i.e. Service name, Agent's name, duration of the call.

Collecting the data into a dedicated system that reports on the values is the most common choice. However, there are some ways to have the input included directly in the Nimbus Reporting.

🔍 If the scenario includes Power Automate, you can catch even more information about the call and attach it to the survey value data row. Refer to System Fields and Parameters for an overview of all the data Power Automate can catch during a call event.

Collection of Scenarios

Here is an overview of scenarios with brief implementation steps. Use the tabs to browse various scenarios and their implementations steps:

During Call: Rating 1-3

Rating of 1-3

💡 In this case, the Customer can pick a rating directly during the Call Workflow using their dialpad. Values are stored in an external System (e.g. CRM). This requires the use of Parameters for storing the Customer inputs.

 
Description How What When Trigger Results
Implementation
During the call flow, let the Customer rate the Service. Audio/Video Phone DTMF Rating 1-3 During the call. At the end of the call with an Agent, the Customer needs to hold the line. Automatically The results are stored in a third party system.

Adapt the workflow

You have the choice, you could do EITHER...

  • Use a single activity: Collect Information: 
    1. In the main workflow, add a "Collect Information" activity and ask the Customer for feedback.
    2. Save the input to a Parameter "CustomerSatisfaction".  

       

... OR do the following

  • Use activities Input Customer & Save To Parameter:
    1. In the main workflow, add a "Input Customer" activity and ask the Customer for feedback.  
    2. To each outcome, add a "Save To Parameter" activity and save the input to Parameter "CustomerSatisfaction".  

Create a power automate flow

  1. Create a power automate flow that listens on the "When a task changes state - Filter Array" event to catch the parameter value of "CustomerSatisfaction".
  2. Then save the parameter to a 3rd party system (CRM, Azure Table, etc.).
    🔍 Also see the related Use Case - Storing external CRM data in custom parameters.

Add the data to the Nimbus reporting

🔍 Follow this which handles a very similar scenario Use Case - Extending the Standard Power BI Report with IVR Choices.
 
 

During Call: Rating Yes/No

Rating: Yes / No

💡 In this case, the call is forwarded two different Services, according to the customers response. This forward can then be used to evaluate the customer satisfaction by the appropriate experts.

 
Description How What When Trigger Results
Implementation
During the call flow, let the Customer rate the Service. Audio/Video Phone DTMF Satisfied Yes/No During the call. At the end of the call with an Agent, the Customer needs to hold the line. Automatically

The result is stored in the Nimbus Reporting as a transfer destination.

Create two new Advanced Routing Services

Adapt the workflow

  • In the main workflow transfer according to the according to the Customer input to Nimbus Advanced Services called "Client Satisfied" or "Client Unsatisfied" 

Test Calls

  • Make some test calls and check Nimbus reporting
  • In the Nimbus BI Report > Unified Sessions" Tab > column "CustomerPath" you can see the outcome via the Service name:
 
 

During Call: Using Codes & Tags

Using Codes & Tags

💡 In this case, the call is evaluated later in the Nimbus Power BI Template by checking Tags and Codes that the Agent entered (e.g. within My Sessions).

 
Description How What When Trigger Results
During the call the Agent asks the Customer's opinion directly and chooses from ready-made labels in Nimbus.  Audio/Video Voice VoiceDuring the call. During the call. Manually by Agent The result is stored in the Nimbus Reporting.

Create the Codes

First, define your rating system. In Nimbus, create the Codes for labelling your calls. An example could be:

💡Note that Codes (unlike Tags) are not predefined, but can be entered by Users as needed. 
✅ Assign the Codes to the Service as described in Use Case - Defining and using Codes. 

 
Primary Code
Secondary Code(s)
Customer Satisfaction Rating

3 Stars - Good

2 Stars - Neutral

1 Stars - Bad
Customer Satisfaction Rating Issue

Overall

Helpdesk

Shipping
Customer Satisfaction Rating Phrase None - Use tags to specify

Test Calls

  • Make some test calls, then check Nimbus reporting
  • Open the "Tags & Codes" Tab in the Nimbus BI Template and inspect the ratings:
 
 

After Call: Automatic Email Survey

Automatic Email Survey

💡 In this case, the Customer receives an Email where they can answer the Survey values at their own leisure.

 
Description How What When Trigger Results
Implementation

After termination of a call, send out a Customer satisfaction survey form by Email to all Customers recognized by your CRM and who have a valid Email address. 

Email 

A form with rating and some questions.

After the call has been terminated.

Automatically

The results are stored in a third party system.

Create the form

Create a Power Automate Flow

Add the data to the Nimbus Reporting
 
 

After Call: Manual Email Survey

Manual Email Survey

💡 In this case, the Email is sent out manually to all Customers identified by the previous survey.

 
Description How What When Trigger Results
Implementation

After termination of a call, send out a Customer satisfaction survey form by Email to all Customers recognized by your CRM and who have a valid Email address.

Email 

A form with rating and some questions.

After the call has been terminated.

Manually by Agent

The results are stored in a third party system.

Create the form

Create a Power Automate Flow

Add the data to the Nimbus Reporting
 
 
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