Advanced IVR: Building Customer Loyalty

Customer loyalty denotes the extent of a customer’s devotion to a company’s products or services and how strongly they consistently favor one brand over the competition. Building customer loyalty increases customer retention. Loyal customers bring repeat business and also help to generate new leads, as they tend to share positive experiences they have had with the company, building the company’s brand image as a result. 

Collecting data from customers is the first step to building customer loyalty. For example, the owners of a pet store want to build customer loyalty and start by sending surveys to customers to gauge their loyalty. The survey data collected from customers who purchased online show a lower willingness to recommend buying from the company than data collected from customers who made in-store purchases. To increase customer loyalty, the pet store owners can focus on improving the e-commerce experience. 

Companies can use Advanced IVR to gather data from customers and gain direct insight on loyalty without incurring additional costs. Virtual Agents that autonomously handle routine and repetitive transactions deliver the survey and collect customer responses, without diverting staff from higher-value responsibilities.

Use Customer Loyalty Survey in Advanced IVR to:

  • Swiftly create, deploy, and manage automated phone surveys asking customers to rate the organization on a scale of one to ten. Include questions such as:
    • How would you rate your satisfaction with the service you received?
    • How likely are you to recommend our company to your family or friends?
    • How likely are you to purchase products or services from us again?
  • Get started quickly with the self-service portal and pre-configured templates.
  • Customize surveys to suit specific business requirements.
  • Integrate with an existing CRM system or create standalone campaigns.
  • Track survey results with graphical reports, analytics, and other tools.
  • Export reports in multiple formats: image, .pdf, .xls, or .csv.
  • Refine operations and enhance services based on customer insight.
  • Free the staff to focus on higher-value activities.

 

The data gained from customer loyalty surveys provides vital insights companies need for building customer loyalty, which increases revenue and strengthens the company brand. To add Advanced IVR to an account, contact a Nextiva Account representative or call (800) 799-0600.

 

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Mark C. | with Nextiva since 2018
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