A visual example of DigiDesk's Analysis view, showing CSAT Survey results

Introducing Multi-Channel CSAT Surveys

Multi-Channel CSAT Surveys

DigiDesk’s innovative CSAT Surveys Capture Real-Time Feedback, With Advanced Sentiment And Text Analytics

DigiDesk's innovative CSAT Surveys Capture Real-Time Feedback, With Advanced Sentiment And Text Analytics

Multi-Channel Surveys

Measure customer satisfaction & Feedback across Voice, Email, Chat, Social media, Web, SMS and review sites, through a single platform. Campaigns can be configured for post-interaction or managed via bulk uploads.

Real-Time Wallboards

All customer scores and verbatim comments are delivered to our wallboards in real-time. A series of live views can be set up to monitor the Voice of your Customer (VoC), with over 20 different CSAT widgets available.

Text Analytics

We use an advanced sentiment engine to automatically identify positive and negative customer comments. We then use keyword tables to help identify complaints, agent praise and other significant topics of interest.

Post-Call Surveys

Customer calls can be transferred into an automated IVR survey, which asks a number of questions and captures verbatim comments. We can track agent, customer and other related details within the customer survey record.

SMS Campaigns

We can set up SMS campaigns, with questions and answers managed directly through SMS messaging. Or we can set up SMS campaigns, with an embedded hyperlink, which links through to a configurable web-based survey.

Digital Channels

Multiple campaigns can be set up for digital channels, including email, Live Chat, Social Media and Web channels. Web-based surveys can be configured with a range of question types and branding / design options.

Multi-Channel Surveys

Measure customer satisfaction & Feedback across Voice, Email, Chat, Social media, Web, SMS and review sites, through a single platform. Campaigns can be configured for post-interaction or managed via bulk uploads.

Real-Time Wallboards

All customer scores and verbatim comments are delivered to our wallboards in real-time. A series of live views can be set up to monitor the Voice of your Customer (VoC), with over 20 different CSAT widgets available.

Text Analytics

We use an advanced sentiment engine to automatically identify positive and negative customer comments. We then use keyword tables to help identify complaints, agent praise and other significant topics of interest.

Post-Call Surveys

Customer calls can be transferred into an automated IVR survey, which asks a number of questions and captures verbatim comments. We can track agent, customer and other related details within the customer survey record.

SMS Campaigns

We can set up SMS campaigns, with questions and answers managed directly through SMS messaging. Or we can set up SMS campaigns, with an embedded hyperlink, which links through to a configurable web-based survey.

Digital Channels

Multiple campaigns can be set up for digital channels, including email, Chat, Social Media and Web channels. Web-based surveys can be set up and managed, with a range of question types and branding / design options.

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Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Online Review Management - Monitor, Analyse & Engage

Online Reputation Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre solution. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

A visual example of DigiDesk's Analysis view, showcasing online reputation management in Daybreak skin

Online Review Management - Monitor, Analyse & Engage

Online Reputation Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre solution. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

A visual example of DigiDesk's Analysis view, showcasing online reputation management in Daybreak skin

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DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.