How it works
When the agent ends the call, the contact center application will invoke SMS Survey via HTTP or REST API. Depending on the configuration set in the Post Call SMS Survey, SMS question will be send to the caller after a pre-determined time. The response(s) from the caller will be matched against various factors and customer service team can view and analyze the data. Reports can be downloaded or viewed online.
The questions can be created via SMS Survey application web interface. You may also choose the SMS service provider of your choice or you can choose a fully managed service. Fully managed service avoids dealing with multiple companies and associated issues like payment.
Post Call SMS Survey sequence diagram is shown below.
|Programmable logic||Post Call SMS survey application can send different messages based on the response. See how to design survey|
|Short URL||Post Call SMS survey application has built in short-url capability. This enables to keep URLs short without exceeding the SMS character limit. Short URLs makes the SMS appear tidy as well.|
|Ability to choose SMS service provider||You can choose your own preferred SMS service provider if they provide APIs you can integrate with. We support various SMS service providers without any extra effort from you. If you need us to integrate with a new service provider specific to your country, please contact us|
|Bulk Import||You can import the recipient mobile numbers via excel or csv file. For example, if you have a list of your customers from your database application such as CRM or from your call data records (CDRs), you can import it to post call survey.|
|Scheduler||Post call SMS survey has an advanced scheduler. You can choose the time of the delivery ahead of time or create a delay after the API request.|
|Secure||Post call SMS survey provide secure authentication and authorization methods.|
|PDF, XLS, CSV, word reports||Post call SMS survey reports and survey data can be downloaded as PDF, Excel or as word documents.|
|Web Reports||You can view and filter response on the SMS survey application website.|
|API||Post call SMS survey provides HTTP based REST APIs. Some APIs are URL encoded.|
|Hosted or On-Premises||SMS survey application can be installed on premises. Please contact us if you need on-premise installation.|
|Survey Designer||SMS survey designer is a simple text based tool to create and check survey flows.|
|Callback integration||If callback application is enabled, recipients of the post call SMS message can book a callback online. See Notes|
|Contact Center Application Integration||Post Call SMS survey can be invoked from contact center VoIP systems from major vendors. This enables you to trigger survey automatically when the agent ends the call.|
|Ability to interpret typing mistakes in the response||Post call SMS survey can verify if the SMS response matches exactly or interpret similar responses as a match. For example, if the expected match is 'Yes', the application can also accept 'ok' or 'fine' as matches or even 'yas' with a typo.|
The feature list can be downloaded here
How to design survey
We recommend writing the script for the questions in the format shown below. The table also defines the call flow.
|Prompt||Script||Response -> Next Prompt/Action|
|Q1||How would you rate your interaction with us? 1 means very poor and 10 means very good.||1 to 5 Go to Q2;
5 to 10 go to M3
|Q2||Would you like us to give you a call to discuss. If so, please reply yes and your preferred time and we will call you back||M2|
|M1||Thank you for your response. Next time you can click on this link to book a callback or to leave a detailed feedback.||End|
|M2||We will call you back at your requested time.||End|
How to trigger post call SMS Survey
Post Call SMS surveys can be triggered via simple HTTP requests. Please contact us and we will send you the API specifications.
The HTTP request can be invoked from your contact center telephony system (e.g cisco UCCX script) or from any of your web or CRM applications. The HTTP request needs to be invoked only once and post call SMS survey will do the rest.
How to view the responses.
To view the responses, login to Post Call Survey web application. You can also export the data in CSV, XLSX, PDF and Word formats. Alternatively you can send HTTP request to get the responses. Details of how to retrieve the responses via APIs can be found in the API documentation section. Please contact us for details.
How to find my sender mobile number
If you are using your own SMS service provider, you should have the telephone number from your service provider. You need to login to Post Call Survey application and enter it there. If you are getting the sender number from us, you will find that number in the same settings page after you login.
Is it possible to use customer sender id ?
No. SMS surveys requires responses. Since it is not possible to reply back to custom sender id such as your company name you cannot use custom sender id. You have to use a mobile number the recipients can reply.
Is your APIs secure
Yes. The APIs are secure. All messages are encrypted using using SSL (i.e HTTPS) with basic authentication. For details contact us
Can I use our own SMS gateway
If you SMS gateway support HTTP APIs, you can integrate to your own SMS gateway. If you need assistance, please contact us
What countries are supported ?
SMS surveys require a mobile telephone number where the responses can be received. The mobile numbers needs to be obtained from the SMS service providers. Most countries are supported. However it is best to contact us and confirm.
How much does it cost