General Customer Experience & Contact Center FAQs

Surveys can be delivered through multiple channels, including voice, email, SMS, messaging apps, and web forms, ensuring customers can share feedback in their preferred way.

How are surveys delivered across channels?

• Voice surveys: Automated post-call IVR surveys capture immediate feedback
• Email surveys: Follow-up links invite customers to provide input at their convenience
• SMS surveys: Quick, text-based surveys offer easy mobile responses
• Digital surveys: Embedded in apps or websites for real-time feedback
• Messaging app surveys: Delivered via WhatsApp or similar platforms for instant engagement

Why is multi-channel survey delivery important?

Offering multiple survey options increases response rates, captures diverse feedback, and reflects a customer-first approach to listening and improvement.

What benefits does this bring to CX?

• More accurate, representative customer feedback
• Timely insights to address concerns quickly
• Better alignment of services with customer preferences
• Enhanced ability to track satisfaction trends over time

How does this create a NiCE world?

In a NiCE world, customers share their voices effortlessly, enabling businesses to continuously evolve based on meaningful feedback.

Create a listening world, where every channel becomes a gateway to better experiences.

See how it works in action

• Watch the demo
• Speak with an expert
• Explore the full solution
• Learn more about our AI platform
  
  

General Customer Experience & Contact Center FAQs