A New Way to Survey: Customer Friendly and Budget Friendly

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A combination of survey technologies create a new tool for fast, personal and affordable tracking research

Budgets have always been critical to research assignments

TeleSight, Inc., a leader in customer satisfaction feedback systems, announced today the introduction of the Hybrid(SM) HyTouch interviewing system. Using the HybridSystem to gather customer feedback, companies are able to combine the benefits of Live Agent customer contact and the cost savings of IVR technology.

The Hybrid(SM) also preserves a random dial respondent selection and reduces self selection bias which can be a consequence of purely volunteer IVR survey programs.

A combination of customer-friendly contact and state-of-the-art telephone technology is creating new and dramatic economies for customer satisfaction research programs. "Budgets have always been critical to research assignments," said Ann Knowles, President and Owner of TeleSight, "…but these days a project may not make it off the ground if you cannot show compelling economic reasons to go forward. The Hybrid allows our clients to proceed with long-term post transactional surveys at roughly half the cost of a live agent survey."

After a warm professional greeting and a complete explanation of the nature of the survey by a Live Agent, the Hybrid then moves to the IVR survey methodology, ensuring that survey questions and rating scales are presented to each customer in exactly the same way. The pace of the survey is controlled completely by the customer. No rushing, no impatience, no keystroke errors. Participants know their responses are being captured confidentially - and survey sponsors know that no one is filtering or influencing any responses.

Once in the IVR application, customers can opt to record comments or even get out of the IVR process and 'warm transfer' to a client contact center for special attention to their issue. It is technology with a heart. With TeleSight's Hybrid survey process, clients can also take advantage of its Real Time Red Alert program and be advised as soon as a customer selects a low rating or makes it known they need a call back.

Survey results reporting options range from pivot tables and filter reports to Web-based executive dashboards and interactive reporting sites. Key driver analyses measure the on-going effectiveness of survey questions and identify which service or product elements have the most impact on customer satisfaction and loyalty. It's a complete customer satisfaction feedback package: Affordable, actionable and essential information your business needs.

For more information, call Lesley Sisler at 312-640-2515.



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Cliff Knowles

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