ONLINE SURVEY SOFTWARE
Capture Voice of the Customer across all service channels
Track customer feedback across conversations on 30+ digital and social channels — including voice — and improve customer service with AI-powered CSAT predictions.
Create effective online surveys with zero coding effort
Create one unified survey that works across channels
Design omnichannel surveys centrally and use them across channels. These surveys are automatically customized to meet channel-specific requirements.
Customize surveys to align with your brand
Use the Visual Builder to craft and customize the surveys based on your branding and style preferences. Pick from a range of question types such as CSAT, NPS, subjective feedback, drop-downs and more.
Make your surveys adapt to different devices
Build surveys using a responsive design so that they automatically adapt to desktop and mobile devices flawlessly.
Customize and send surveys on all service channels
Send links that open as standalone survey pages
Send survey links directly to customers or embed them in an iFrame on a website or in WebView on a mobile application. Shorten the survey URLs and also create private and public links with expiration date.
Take the survey questionnaire to your chatbot
Automatically convert survey questions to a conversation that can be executed by a chatbot and ask relevant questions to gather feedback. Use the power of these conversational surveys on messaging channels to boost survey response rate.
Use contextual feedback prompts on websites and apps
Analyze visitor behavior accurately on websites and apps. Let proactive prompts handle the rest by surfacing relevant feedback questions to the user.
Harness Sprinklr AI for predictive intelligence
Predict phrase-level sentiments on messages
Assess your messages across channels and types including chat, email and voice. Use Sprinklr AI to analyze phrases and understand customer sentiment based on parameters such as quality, behavior, resolution time, convenience and more.
Predict CSAT scores for ongoing conversations
Monitor conversations for a host of signals using AI and predict CSAT scores on ongoing conversations in real time. Use the predicted CSAT scores to set up alerts, escalation logic and analyze agent performance.
Predict escalations with real-time conversation analysis
Track and evaluate active conversations for critical signals — such as change in sentiment, CSAT, tone, intensity, intent and more — to predict potential escalations and act proactively.
Get CSAT reports that are truly insightful and actionable
Turn survey results into intuitive reports with ease
Create reports using the drag-and-drop report builder to monitor customer satisfaction across channels and languages from one place. Use flexible drill-down capabilities to isolate the root cause of a CSAT dip and determine the next steps with confidence.
Combine survey results with agent audit reports
Use manual or AI audit reports to augment online survey results and identify agent skill improvement opportunities through reliable NPS and CSAT scores.
Create visually stunning live presentations for large displays
Use Sprinklr Display to generate CSAT reports which can be presented on large displays and shared with executives. Get access to up-to-date data as the dashboards refresh automatically in real time.
Frequently asked questions
Online survey software are web-based tools that allow users to create, distribute and analyze customer surveys at scale, enabling customer support teams to gather insights and customer feedback. Capturing the voice of the customer is key to customer-centric support and long-lasting loyalty, making survey software an essential tool for customer service teams.
The key capabilities of online survey software typically include:
- Scalability: It allows businesses to easily increase or decrease the number of surveys distributed based on demand.
- Customization: You can craft and customize the surveys based on your branding and style preferences.
- Conversational surveys: You can convert survey questions to a conversation that can be executed by a chatbot using branching logic, to ask relevant questions and gather customer feedback.
- Survey prompts: You can leverage survey prompts to send push notifications or messages to encourage users to participate in surveys.
Sophisticated, AI-powered survey solutions have additional capabilities like predictive CSAT and sentiment prediction. They also have the potential to detect the likelihood of escalation, allowing proactive course correction.
When you put in an effort to listen to your customers and know them better, they reward you with loyalty. But asking the right questions at the right time is the key. And so is looking out for a better solution. Sign up for a demo of Sprinklr’s AI-powered survey software today and learn how to get to know your customers better.
Online survey software improves customer service because:
- You can collect real-time feedback from customers after service interactions
- You can quickly identify areas for improvement based on customer sentiment and pain points
- You can personalize the customer experience by using survey data to understand individual needs
- You can enhance agent training by understanding common customer frustrations
- You can measure and track key performance metrics like customer satisfaction (CSAT) scores
Yes, online survey software can integrate with existing systems such as customer relationship management (CRM) systems, email marketing platforms, learning management systems, human resources information systems (HRIS), content management systems (CMS) and customer support software. This integration allows for seamless data transfer, ensuring that survey responses are captured and analyzed within the broader context of customer interactions and data.
The benefits of using a supervisor console for businesses are:
- Rapid survey creation
- Reach a wider audience
- Real-time data collection
- Cost-effective than manual methods
Knowing your customers is one of the best ways to earn their trust and increase customer lifetime value (CLV). Surveys are one of the best ways to do that. Add AI to the mix and listen to the voice of your customer loud and clear.
Sprinklr resources
Learn the best practices to improve your Net Promoter Score (NPS), to increase customer satisfaction and retention with great customer experience.
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