Simple statements like, “There’s no harm in asking” and “You’ll never know if you don’t ask” are used casually in everyday life, but when applied to business, they take on much more weight. For businesses, knowledge gained from asking customers for feedback and insight often serves as the springboard that launches change or drives the business in better directions. To get the ball rolling, though, a business first needs to have the proper tools to conduct customer surveys in a manner that is quick, easy and provides meaningful results.

DeltaCheck Automated Survey from VoltDelta (News - Alert), a leading provider of virtual contact center systems, voice recognition technology, voice self-service solutions and operator services, is designed to enable organizations to quickly create and conduct fully voice-automated telephone-based surveys that produce actionable results. Because it’s web-based creating surveys usually takes administrators only a few minutes using a graphical user interface. The questions a business wants to ask along with expected responses are input in “survey flow” order. Those questions are then automatically converted to TTS for audio prompts. If the business is looking for superior quality and voice branding, the interface also makes it simple to substitute recorded audio files. 

Using DeltaCheck Automated Survey, businesses can offer their inbound contact center callers the chance to participate in an interactive survey as a way of providing feedback, or companies may want to use DeltaCheck Automated Survey as an outbound service. Surveys may be triggered randomly or according to previously saved information such as past product purchases, where the caller lives or account status. Integration with VoltDelta's CallMatch data can provide a range of alternatives including linking ANI with location, homeowner status, new mover, etc., to pinpoint areas of interest from which to gather empirical relational data.

Survey respondents can react to questions by either speaking an answer when prompted or optionally using DTMF input. The technology is designed for interactive dialog, so responses can be defined as a single word or a choice of phrases. Interactive responses can be customized for specific markets, products or geographies, which can translate to exceptional caller satisfaction.

Businesses that feel the actual voice of the customer provides the truest feedback reading, for example, “that’s nice” said with a lilt versus “that’s nice” dripping with sarcasm, DeltaCheck Survey can be used to capture responses from each caller with call recording facilities. The tone and emotion of survey respondents can be assessed by listening to actual voice input. 

Since time is always of the essence in business, the system provides instant evaluation. Delivered in graphical user formats, administrators can securely access reports for each survey to review in-process returns or results from previously completed surveys. As business leaders evaluate these results, they will most likely be left with a gratifying thought: “I’m glad I asked.”

In other news, TMCnet reported  “Companies like VoltDelta are blazing a trail, providing the perfect platform for innovation in customer service.”