AUTOMATED AND CUSTOMIZABLE CSAT, NPS AND CES SURVEYS FOR GENESYS
Enhance Your Genesys Cloud with Surveypal for Better Customer Feedback Management
The integration between Genesys Cloud and Surveypal enables businesses to seamlessly collect and manage customer feedback directly from their contact center interactions. With this integration, you can automate the distribution of Genesys Cloud surveys, including post-call surveys, CSAT (Customer Satisfaction) surveys, and NPS (Net Promoter Score) surveys, ensuring that you gather actionable insights after every customer interaction. By leveraging Surveypal’s powerful survey tools within Genesys Cloud, you can significantly improve your customer experience, optimize agent performance, and boost your Genesys CSAT and NPS scores.
Key benefits of integrating Genesys with Survey Tool
Automated Post-Call Surveys for Real-Time Feedback
Automatically trigger Genesys Cloud post-call surveys to capture immediate customer feedback after each interaction, helping you identify service strengths and areas for improvement.
Centralized Feedback Management
Consolidate all your feedback data, including Genesys CSAT and NPS scores, within Surveypal for easier analysis and reporting, allowing for data-driven decision-making.
Enhanced Customer Satisfaction Tracking
Utilize Genesys surveys to track customer satisfaction (CSAT) and NPS over time, providing you with the insights needed to continuously improve customer service and experience.
Customizable Surveys Tailored to Contact Center Needs
Create and deploy fully customizable Genesys surveys within Surveypal, tailored to the specific needs of your contact center, ensuring relevant and actionable feedback is collected.
Use Cases for Genesys Cloud and Surveypal integration
Use Case 1: Post-Call Customer Feedback Collection
Scenario: After each customer interaction in Genesys Cloud, automatically send a Genesys Cloud post-call survey to gather immediate feedback on the service provided. This real-time feedback helps you quickly identify and resolve any service issues.
Use Case 2: Monitoring Agent Performance
Scenario: Use Genesys CSAT and NPS surveys triggered by Genesys Cloud to assess individual agent performance. This feedback allows managers to recognize high performers and address areas where additional training may be needed.
Use Case 3: Improving Customer Experience
Scenario: Leverage the data from Genesys Cloud surveys to identify trends in customer satisfaction and make informed decisions to enhance the overall customer experience, directly impacting your Genesys CSAT and NPS scores.
Customer testimonials
“Working with Surveypal and the team has been amazing. They have a great product that works well and gets you the insight you need from your customers.”
“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”
“Surveypal helps us to see how we’re doing with customers on a day-to-day basis.”
How to Set Up the Genesys Cloud integration.
Step-by-Step Setup Guide:
Step 1: Log into your Surveypal account and navigate to the Integrations section.
Step 2: Select Genesys Cloud from the list of available integrations.
Step 3: Authenticate the connection by providing your Genesys Cloud API credentials.
Step 4: Customize your Genesys Cloud surveys, including post-call surveys, CSAT, and NPS surveys, within Surveypal to align with your contact center’s processes.
Step 5: Test the integration by completing a call in Genesys Cloud and verifying that the corresponding survey is sent and data is synchronized.
Step 6: Monitor the integration to ensure smooth operation and adjust survey settings as needed to optimize your Genesys CSAT and NPS scores.
Features of the Genesys and Survey Tool integration
Real-Time data sync
Feedback data, including Genesys CSAT and NPS scores, is synchronized in real-time between Genesys Cloud and Surveypal, ensuring that all insights are up-to-date and actionable.
Customizable Genesys Surveys
Fully customize Genesys surveys within Surveypal to fit the specific needs of your contact center, ensuring that the feedback collected is relevant and helps improve customer satisfaction metrics.
Advanced Reporting and Analytics
Combine feedback data from Surveypal with performance metrics from Genesys Cloud to create comprehensive reports that provide a complete view of your contact center’s effectiveness, influencing your Genesys CSAT and NPS scores.
Guarantee customer privacy and regulatory compliance
Maintain customer privacy at all times with robust data protection measures, ensuring compliance with global regulations.
Surveypal is ISO 27001-certified and GDPR-compliant, ensuring that our data protection measures adhere to the highest industry standards, giving you confidence that all your customer data is managed with the utmost care and in full compliance with legal requirements.
Our 5-star customer success team
Our customer success team is there to help you make the most of the Surveypal platform. You can get help by phone, email, or chat – or learn for yourself at our support center:
FAQs about the Genesys and Surveypal Integration
Your questions, answered.
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