ECHO Customer Feedback

Survey your customers using the method that works best for you and them. Send an email immediately after a call ends or use IVR, to gather feedback. It’s easy to get started with surveys no matter which communication method you choose.

Ask your callers for comments immediately after a call ends while it’s still fresh in their minds. It’s also useful for agents, as they can get quick feedback on their performance.

Understand if your customers’ calls are being resolved on the first try or if subsequent communications are needed. By measuring First Call Resolution from your customers’ perspective, you’ll understand if you’re meeting, exceeding or not quite satisfying customer expectations.

Use your caller feedback to coach agents on areas of improvement or to give them a pat on the back.

There’s no laborious digging through data to analyze your feedback responses. Our pre-built reports help you quickly understand what you’re doing well and areas that need improvement. Easily customize the reports to fit your needs.