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

This allows users to gain a better understanding of customer satisfaction, through the voice channel, with the ability to ask a CSAT (1-5 rating) and open comment questions in a survey. Please click the link to access our template survey script.

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

 

Creating an IVR Survey Flow

To create your Survey, you can directly create an IVR flow using survey templates. To do so, access Talkdesk Feedback, click on Feedback Flows, and then click the Create flow button.

Begin by clicking Create flow.

 

Now, an Admin can give the new flow a name, select between the “CSAT” or “NPS” options, and select the template’s language. 

Currently, these are the languages available for selection:

  

• English (US)
• English (Australia)
• English (Canada)
• English (Great Britain)
• English (India)
• Danish
• German
• Spanish
• French (Canada)
• French
• Dutch
• Norwegian
• Polish
• Portuguese (Brazil)
• Portuguese
• Italian
• Malay (Malaysia)
• Indonesian

At the bottom of the menu, a description may also be added, for easier identification of the flow’s intended purpose. 

Note: If you’d like any additional languages, please make sure to request them when discussing with your CSM or submitting the Support request. 

 

After clicking Create button, the IVR survey flow will be in processing status.

 

“Incoming Call” component

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.

Locate the "Get Feedback "component. From the component’s dropdown menu, if a template has already been created, you will see an "IVR Survey" option.

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

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.

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

• “Notify caller of survey”.

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.”

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

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. 

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 Voice Feedback” component

With the Talkdesk Get Voice Feedback component, you can trigger an IVR Feedback Flow by sending an IVR survey to the contact after the call is finished.

Following the “Assignment and Dial” component, add the "Get Voice Feedback" component to the flow. Access the Preferences and Exits tabs to configure it.

On the Preferences tab, you will find the option below.

• "Choose Feedback Flow": This field allows you to select the desired IVR feedback flow that has been previously configured in “Feedback” > "Feedback Flows".

On the Exits tab, the two options below are presented:

• “Success”: Define an exit to direct the interaction, if it is successful. In this example, this interaction is terminated through an “End Flow” component.
• “Error handling”: This section allows you to configure the behavior of scenarios in which there is an unexpected component failure. To know more, see the Error Handling section.

 

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.

 

Customizing an IVR Survey Flow

First, locate an IVR survey, click the More Actions icon (...), and choose Manage flow.

 

Admins can submit a request via the Talkdesk Knowledge Base to customize the IVR survey. 

 

Deleting an IVR Survey Flow

To eliminate a flow, admins must locate the IVR survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose the Delete option to remove the flow.

 

A pop-up will appear, prompting a confirmation. After confirming by using the Delete option, the survey flow will be permanently deleted. 

 

Additional Resources