USE CASE

Automated Surveys and Feedback

Understand what your customers think through automated surveys and feedback.

automated-surveys-through-ivr

Why set up automated feedback and surveys for your business?

Continuous real-time feedback from customers is crucial for any business. It has taken a benchwarmer role because most businesses do not have the resources to call up the customers manually. Here’s where automated feedback and surveys can work for you. Use automated IVR calls to complete the feedback loop, SMS to obtain feedback regarding quality, missed calls to register support… the potential is unlimited.

How It Works

1

Bulk Calling/Trigger-Based Calling

Calls are sent out to the numbers from the database provided by the customer or triggered automatically after a service is marked completed by the personnel.
2

Exotel Calls the Customer

An outbound call is triggered and a predefined IVR call flow is played to the user.
3

User Enters DTMF Codes

Based on the input entered by the user, the smart IVR system will take over or the call gets disconnected.
4

Responses are Recorded in Realtime

The responses entered by the users can be exported to a Google spreadsheet with integration or sent in real-time to an end-point specified by the company.

Who should use our SMS platform?

Take a glimpse of how Exotel’s SMS platform helped Go-Jek increase their SMS delivery rates to 92% !

Why Exotel?

Cost effective

Low Costs

There is absolutely no cost absorbed by the customer. For a business, automated calls saves time and money when compared to conventional survey or feedback methods.
Customization

Customized Questions

Integrate with your CRM to ask tailored questions based on your customer’s actions & to obtain a greater response rate.
Detailed call analytics

Analysis

The data gathered can be easily processed, analysed, and stored for future use.

Which Businesses Can Benefit from Automated Surveys and Feedback?

Any company looking to improve and optimize their customer experience and also bring in targeted leads should opt for automated phone surveys via calls or SMS.
Some Brands Who Have Implemented Automated Surveys and Feedback

Asia’s most innovative companies use Exotel

The Exotel
Advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia

  • ISO-Certified

    Highly Secure

    ISO 27001:2013 certified information security management system
  • Superior-Quality

    Superior Quality

    Best success rates, voice quality and reduced latency
  • Super-reliability

    Superior Reliability

    Best in class uptimes of 99.94% including operator uptimes
  • Patented-Use-cases

    Patented Solutions

    Gain competitive advantage from patented products
  • Scale-at-ease

    Scale at Ease

    Grow at will, expand without worrying about infrastructure
  • Best-Support

    Best Support

    18×7 customer support via phone, email and Twitter

FAQs

How fast can I set up my account?

Usually, account activation takes 30 minutes. Here are the steps to follow -

1. Sign up for a trial
2. Verify your number and the virtual number assigned to your account
3. Complete your KYC

Once your KYC is verified (usually takes 30-45 minutes), you can start making/receiving calls and sending SMSes from your dashboard. 

 

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What are the inbound and outbound call charges?

Call charges for inbound and outbound calls are as follows:

For Indian customers
Pricing starts from**
Single-Leg Call Charges (Same Circle) - INR 0.40/min
Single-Leg Call Charges (Other Circle) -INR 0.75/min
**The prices vary based on volumes of calls. Talk to sales for more or sign up and test our free trial for 15 days

For International customers
Pricing varies on the country you want to make or receive calls from. Contact our international sales for pricing details.

Note: To get a correct price estimation based on your volumes and use case, please contact our sales team.

 

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How does pricing work for the voice calls?

Exotel charges voice calls on a per-leg basis:

1. Inbound Calls - An Inbound call is a single-legged call ~ When a call lands on a customer-facing number, Exotel dials an agent number to connect the customer’s call.

2. Outbound calls - An Outbound call is a double-legged call ~ When an agent calls customer, Exotel first dials agent number and then dials the customer number to connect them over a virtual number.

View call pricing here.

Start 15-day trial

Talk to Sales

How long does it take to set up a call management software?

A cloud call management software can be set up anywhere between 2 to 3 hours. In fact, we helped Zerodha set up their call management system within 3 hours.

How is a hosted contact centre software different from a traditional PBX or EPABX?

Compared to a traditional PBX system, the cloud telephony system allows you to pay for what you use, broadly through plans that suit business requirements or scale. Enterprises can talk to us (link below) for custom configurations to help large-scale teams engage better, or to support a host of use cases. All you need to get started with cloud telephony is a computer and internet connection.

Contact our enterprise team

Can I remove my business number from Truecaller's Spam list if I sign up for its Verified Business Caller ID?

The Verified Business Caller ID solution is not a spam removal solution rather is a brand

identity solution to ensure better identification, branding, and context to improve calling efficiency. It also helps prevent identity theft by scammers. The overall aim is to improve customer confidence and not to whitelist spam numbers. Crossing the spam threshold that is visible through an additional spam score tag on incoming call screens doesn't limit all the features offered as part of the solution.

 

Talk to an expert

 

How to choose the best OTP service provider in India?

Choosing a reliable OTP service provider in India is the key to implement a robust authentication system. Below are some of the important factors to consider:

1. Delivery and Latency Rates: Always choose a provider that can assure you of better OTP delivery rates and lower latency rates.​

2. Flexible APIs: If you are implementing an OTP authentication system using APIs, then make sure that your OTP service provider’s APIs are flexible and easy to implement in your backend systems.

3. Data Security: Your customers’ data should be your number one priority. Always choose a provider that is ISO certified and exercises enterprise-grade security practices.

4. Scalability: Always choose a provider that can quickly scale up or down according to your business needs.

5. Customer Service: Choose an OTP service provider that values your time and truly cares about your success. Always ask if you are getting timely support in case you run into problems.

What is the UL VNO License and in which circle we have the license?

UL VNO is a Unified License Virtual Network Operator. UL VNO license enables us to offer full fledged telecom services by the network of NSO (Network Service Operator) like Airtel, Tata etc.

We now have an UL VNO license in the Karnataka circle under entity name Veeno Communications Private Limited.

 

Why use an SMS API?

SMS APIs are used to allow web applications to send and receive text messages through logic written for standard web frameworks. In simple words, SMS API helps to send and receive messages from the web using SMS API gateways.

 

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How does SMS API work?

The SMS API is a HTTP based REST API which allows you to trigger SMSes using actions/buttons at your internal application. An SMS API is something like a code that allows communication between one platform to another. Think of it as a friendship between two people, a bond is created and then knowledge or information is shared.

 

Know More

Ebook: Know How Cloud Telephony Helps in Automated Surveys and Feedback

If you’re unclear about how cloud telephony can help your business, start here. In this ebook, we talk in detail about the various options businesses are faced when they consider using cloud telephony for their business.

Cloud Telephony in a Nutshell

If you’re unclear about how cloud telephony can help your business, start here. In this ebook, we talk about the various options businesses are faced when they consider using cloud telephony for their business.

Try Exotel's Cloud Telephony Solution Free for 15 Days

Get Rs 1000 worth free call & SMS credits

Find out how Exotel can work for you. Set up a call.

We are India & SE Asia's leading cloud telephony & communications operator. Let us show you how!

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