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Setting up an IVR Survey

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IVR Surveys provide Talkdesk Feedback™ users with the ability to create post-call voice surveys in order to obtain reports and analyzable data.

To create your Survey, you must first set it up on Talkdesk Studio™. To do so, first access Talkdesk Main, click on Admin and then select Studio.

For more information on how to create a flow on Studio, please consult our Studio documentation here, or complete the Studio course in Talkdesk Academy.

 

“Incoming Call” component

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On your flow, click on the Incoming Call component and Exits [1]. In “Send to” [2], select the “Play Audio” component’s name. Save the changes to the flow and close this component. 

Note: At this time, IVR Surveys are only available on “Incoming Call” flows in Studio. 

 

Survey Invitation

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To leverage the IVR Surveys feature in Talkdesk Feedback™, we recommend that you implement the “Play Audio” component at the beginning of the Studio flow or update your existing welcome message, in order to notify callers that there’s a survey at the end of the call, or modify a current welcome message if you have one implemented in your flow. 

The main purpose of this part of the flow is to boost response rates by notifying callers of the upcoming survey.

 

Note: It is possible to create flows that include an opt-in option to take the survey at the end of the call, but this option has been shown to negatively impact survey response rates. A caller is always able to opt out by hanging up the call.

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The Studio component should clearly describe what the purpose is. We recommend using the following description:

  • “Notify caller of survey”.

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On Preferences [1], the Text to speech [2] option offers the possibility to write your own message, that will be transformed from text into audio. To ensure that the audio is correct, please be sure to appropriately select the language option in “Language of audio output” [3]

When implementing the Text to speech [4] option, you can use the following script:

  • “Please remain on the line after the call to leave feedback about your experience.”

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Afterward, select Audio file upload [5] and choose the Upload a new file [6] option in the drop-down menu. Download and select for upload the file that is attached to this article, at the bottom of the page (English only). 

 

“Assignment and Dial” component

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In your flow’s “Assignment and Dial” component, click on Exits and go to the “Call finished” [1] drop-down. Choose IVR Survey.

For the “No answer” [2] option, on the pop-up box, choose Call End. Select Call End for both the “Maximum waiting time reached” [3] and the “No match found” [4] options. 

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At the bottom of the page, the default behavior for “Error handling” (unexpected failure) of this component is the “End Flow” option, thus terminating the call.

 

“Get Feedback” component

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In order to trigger the IVR Survey, the “Get Feedback” component must be implemented.

The component should clearly describe what the purpose is. Please use the following description when renaming it [1]:

  • “IVR CSAT Survey”

On Preferences [2], click the “Profiles” [3] drop-down menu and select “IVR Survey”

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Click on Exits [4] and under “Successful Exit” choose Call End from the “Send to” drop-down menu [5]. 

The “Error handling” box [6] features a drop-down menu where you can choose what occurs in case of an unexpected failure. The default (and recommended) option is the “End Flow”, which terminates the call.

You can use the “Error Handling” section to define the behavior for unexpected failure during the execution of a component. For more information on this section, please refer to the "Error handling" documentation.

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You can now Save your Flow and then Publish it, via the buttons in the top-right corner of the page.

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Note: At the moment, the IVR Survey is a template, complete with a “CSAT Rating” (Customer Satisfaction) question and open feedback comments, so there is no further configuration needed.

 

Opt-in or Opt-out options 

You can create a flow that allows callers to opt in to the survey, but it is not recommended, since it has been shown to negatively impact survey response rates. 

Therefore, a simple message at the beginning of the call alerting the caller to the survey is advised, in order to obtain the best possible outcomes for feedback collection. A caller is able to opt out of the survey by hanging up the call.

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