What solution would allow support representatives to gather feedback while on the phone with customers?

Building a flow that guides users through a survey script is an effective solution for support representatives to gather feedback while on the phone with customers. This approach allows the representative to engage with the customer in real-time, asking targeted questions and documenting responses immediately. The flow can be structured to ensure the feedback is collected systematically and can adapt based on the customer’s responses, thus creating a conversational experience rather than a rigid survey process.

This method enables the collection of qualitative and quantitative feedback directly during the interaction, allowing representatives to clarify points and probe deeper if needed. The script can be designed to cover essential areas of customer satisfaction, gathering insights that are immediately relevant to the conversation at hand, enhancing the customer experience as well as providing valuable information for improving service delivery.

Utilizing a built flow is particularly powerful in a service context, as it allows representatives to ensure consistency in data collection and can help identify trends or issues that may not be evident through other feedback mechanisms.