Aircall Surveys allows you to send after-call surveys by SMS or email to measure customer satisfaction and team performance on the phone. This article will guide you through its key features and functionality.
Use case and key features
Aircall Surveys lets Customer Service teams measure customer satisfaction and team performance on the phone via automated surveys. Key features include:
- Sending surveys after a call (SMS & email), to get customer feedback
- Setting up survey automations, to define rules for when and how to send surveys
- NPS/CSAT results dashboard, to track your call center’s performance
- Individual survey results per customer, to deep dive into customer feedback
- Agent leaderboard, to compare scores across Aircall teams and agents
- Insight cards, to view past results from a customer before the start of a call
- CRM & Helpdesk integrations, to log surveys and improve email deliverability
- Voice Surveys (custom setup)
Sending surveys after a call (SMS & email)
- Send CSAT, NPS, Star Rating, or Custom surveys
- Customize survey content, look, and feel
- Choose survey language
- Define rules for when to send surveys
- Get access to survey data and reporting
- Customers can answer directly from their mobile phone
Setting up survey automations
- Send surveys via SMS or Email; fallback to SMS if the email is unknown
- Popular automation settings include Aircall tags, users, duration, call direction, etc.
- Control survey frequency to avoid over-surveying customers
NPS/CSAT results dashboard
- Standardize survey format and sending parameters for accurate measurement
- Drill down on results for a specific survey or customer answer
Overall survey results
- View overall scores, agents, scores & answers per response
- Drill down on each customer response
Individual survey results
Access answers to questions, contact info, Aircall recording link, timestamps, and triage options.
View scores by agents & team for performance evaluation
Display past survey answers from a client when they call back for better context
CRM & Helpdesk integrations
- Connect to Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Gorgias, Zoho Desk, Geckoboard, Zoho Analytics
- Sync contacts for email survey delivery
- Log survey results to the customer record or ticket
Voice Surveys (optional/not self-service)
Redirect customers to a voice survey at the end of the call
Contact the account manager for details and limitations
Pricing and billing
Aircall Surveys is sold and billed by Aircall, and support is provided by our partner.
Pricing varies based on location due to messaging costs.
Aircall Surveys is currently available for US/UK/AU/FR numbers. Customers in other countries can receive email surveys. We will expand to more countries in the future based on demand.
Frequently asked questions
What is Aircall Surveys and its main use case?
Aircall Surveys is a tool that allows you to send after-call surveys to measure customer satisfaction and team performance on the phone. The main use case is for support directors and heads of CX/CS to monitor their team's performance and gauge customer satisfaction.
How can I send surveys after a call?
Aircall Surveys allows you to send surveys via SMS or email after a call. You can customize the survey type (CSAT, NPS, Star Rating, or Custom), content, look and feel, language, and define rules for when to send the surveys. Customers can answer directly from their mobile phones.
How do I set up survey automations?
You can set up rules to trigger surveys based on Aircall tags, users, duration, call direction, and more. Control the survey frequency to ensure customers don't receive too many surveys.
How can I access NPS/CSAT results and overall survey results?
Aircall Surveys provides an NPS/CSAT results dashboard for standardized survey format and sending parameters. You can view overall scores, agents, scores & answers per response, and drill down on each customer response.
What information is available in individual survey results?
Individual survey results include answers to questions, contact info, Aircall recording link, timestamps, and triage options.
Can I view agent performance using Aircall Surveys?
Yes, Aircall Surveys features an agent leaderboard that displays scores by agents & team, helping you evaluate your team's performance.
How do insight cards work?
Insight cards display past survey answers from a client when they call back, providing better context for your agents when handling returning customers.
What CRM & Helpdesk integrations are available with Aircall Surveys?
Aircall Surveys can be connected to Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Gorgias, Zoho Desk, Geckoboard, and Zoho Analytics for better contact syncing, email survey delivery, and logging survey results to customer records or tickets.
Can I use voice surveys with Aircall Surveys?
Voice surveys are an optional, non-self-service feature that allows customers to be redirected to a voice survey at the end of the call. Contact your account manager for details and limitations.
Are there any geographic restrictions for using Aircall Surveys?
Aircall Surveys is currently available for US/UK/AU/FR numbers. Customers in other countries can receive email surveys. Future expansion to other countries may be possible based on demand.
How can I get support for Aircall surveys