Call centerOutbound call
Does it run satisfaction surveys by phone itself?
Satisfaction surveys sent by email after a support ticket closes usually get deleted unread, leaving the team with no real read on what the customer thought. The Fonify AI employee calls the customer for every resolved ticket, runs a short satisfaction survey, logs the score and comment to the CRM instantly, and flags low scores to the team lead. Nearly 900 survey calls a week push the response rate up to 72%.
Is this your question: Does it run satisfaction surveys by phone itself?
After tickets are resolved, Fonify calls customers to survey them.
Outbound call0:00
live
- Fonify0:02· TR
Merhaba, dünkü destek talebinizle ilgili kısa bir geri bildirim alabilir miyim? 1-5 puanınız nedir?
- Customer0:06· TR
5, çok hızlı çözüldü.
- Fonify0:10· TR
Teşekkürler! Eklemek istediğiniz bir şey var mı?
- Customer0:14· TR
Yok, teşekkürler.
What happened behind the scenes
- Survey calls were made for every resolved ticket
- Score and comment were logged to the CRM
- Low scores were flagged to the team lead
Result
+900Survey calls per week
72%Survey response rate
4.6/5Average score
Questions about this scenario
Does it only collect a score during the survey?
No, alongside the 1-5 score Fonify also listens to and notes the customer's open-ended comment. If it picks up on anything negative, it flags that separately and passes it to the team lead.
Which requests automatically get added to the survey list?
Fonify automatically adds every ticket marked resolved in your ticketing system to the survey list, starts the calls the same day, and writes the result back to the relevant ticket record.
What happens if the customer raises a new complaint during the survey?
Fonify notes the new complaint separately, outside the survey flow, and routes it directly to the support team. It doesn't push to finish the survey, and the customer can end the call there if they want.
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