We are now busy planning for our Summer ’09 release. Please share your thoughts with us by logging into the support portal http://www.on-state.com/support-login.html and submitting your feature requests. You can also participate in the discussion on this blog.
Business Presence and Virtual Call Center Communications
We are a new onstate customer. so far we are big fans. one function that is not available (to our knowledge) is the ability to build and log and report for customers’ exit surveys. With our old system we found this to be a good indicator for maintaining and really improving our agents’ skills.
Onstate you guys seem to be serious about evolving your product.. what do you think about this exit survey? perhaps you’d have to interface or partner with some 3rd party app. i think for example, monkey survey (i think that’s the name) is a common survey product. (never mind.. that’s an online survey product. i don’t think they have the ability to do a phone survey. to be clear, the survey we are seeking is probably 3 questions that begin with something like “on a scale of 1 to 5 with 1 being not acceptable and 5 being outstanding, how would you rate ________________” (they would first be instructed to use their touch tone keypad for inputting their survey responoses)
John,
Thanks for the feedback. We are planning a post-call/chat survey in our next release, but it is initially focused on chat and callbacks initiated from your web site. The voice-only option sounds compelling. I assume you would want your customers to opt-in for the survey at the beginning of the call, before they were connected to an agent? Would you like for the agent to have access to the results, or would that just be available to supervisors?
This may be a feature that is already available, and if so I’ll have to set it up properly. But I think it would be great if you could have a call route straight to voicemail if, for example, it is after hours or if no one is available and the caller does not want to be queued. This way the customer could opt in to leaving a message that would be returned later.
Calls will go straight to voicemail if (1) no one is logged in to take the call (i.e., it is after hours), (2) the queue is closed, or (3) the call is routed to an agent’s personal extension and the agent presses a button to send the call directly to voicemail instead of keeping it in the queue. In order to send calls to voicemail under any of these conditions, voicemail must first be enabled. Also, your announcements that play for the callers while they wait in queue should tell them that they may press 8 at any time to leave a message, so that they can opt out of waiting.
I use the OnState reporting feature a lot, and would like to be able to see the difference between how long my voice calls are waiting versus my chat requests. Thanks for the opportunity to provide feedback.
Paul,
Thanks for the input. Enhancements to chat reporting is a frequent request and will definitely make the cut.