Feedback calls that get answered, because they are calls
A feedback form gets ignored and an SMS survey gets deleted. A phone call, in the customer’s own language, a day after the service, gets a rating and a sentence about what actually happened. VokaLQ makes those calls for you, files every answer against that customer’s record, and flags the unhappy ones for a person to ring back.
In short
- A spoken feedback call, not a form: a rating out of five plus what the customer actually said.
- Asks your own questions, in English, Malayalam, Tamil, Hindi or Arabic.
- An unhappy customer is flagged, and the problem is recorded as its own line.
- Anyone who asks for a person becomes a callback with the transcript attached.
- Every answer files against that customer’s record, and the whole board exports.
vokalq കഴിഞ്ഞ ബുധനാഴ്ചത്തെ service എങ്ങനെയുണ്ടായിരുന്നു? അഞ്ചിൽ എത്ര മാർക്ക് തരും?
caller Work കൊള്ളാം, മൂന്ന് തരാം. പക്ഷേ വരാമെന്ന് പറഞ്ഞ സമയത്തിൽ നിന്ന് രണ്ട് മണിക്കൂർ വൈകി.
vokalq അത് ശരിക്കും ബുദ്ധിമുട്ടായി. ഞാൻ ഇത് രേഖപ്പെടുത്താം, ഒരാൾ തിരിച്ചു വിളിക്കും.
- Rating
- 3 of 5
- Issue flagged
- Technician two hours late
- In their words
- “work is fine, timing was not”
- Callback
- Raised for the service manager
- Campaign
- 198 rated · 11 callbacks
The complaint arrived as a call to us, not as a review to everyone.
Why nobody fills in the form
Not because they have nothing to say. Because saying it costs them a link, a page, a rating widget and a text box, and the moment for saying it passed while they were doing something else.
The businesses that do collect feedback usually do it by ringing people, and that works — which is precisely why it stops happening the week the shop gets busy. It is the first job to be dropped and the last to be missed, until a bad review turns up that nobody saw coming.
| What you get back | What you learn | |
|---|---|---|
| A feedback form | Whatever a link can extract | A rating, if anyone opens it |
| An SMS survey | A number, from the few who reply | A score with no reason attached |
| A press-1-to-5 IVR call | A keypad digit | The score, never the sentence after it |
| A spoken call | A rating and what they actually said | The reason, in their own words, in their own language |
What a feedback call sounds like
Short. The agent says who it is calling on behalf of and why, asks for a rating out of five, and asks whatever else you want asked. If the customer wants to talk, it listens and records what they said in their own words rather than reducing it to a number.
It runs in the customer’s language, and it is a conversation rather than a keypad survey: nobody is asked to press 1 for satisfied. The whole thing is usually under a minute.
- Service completedWedAC servicing · technician two hours late
- Feedback callFri 11:18Rated 3 of 5
- Issue flaggedFri 11:19“work is fine, timing was not”
- Callback raisedFri 11:19Assigned to the service manager
- ResolvedFri 15:40Next visit scheduled, no charge
The complaint reached the office instead of the internet.
What happens when somebody is unhappy
The call is marked as carrying a problem, and what the problem was is written down as its own line rather than buried in a comments field. That is the record your team acts on.
A customer who is upset or asks for a person is not argued with. The agent takes the details and hands the call over as a callback, so somebody rings them back knowing what was said — which is a materially different conversation from calling a customer blind after seeing a one-star rating.
Where the answers go
Onto the customer’s own record, next to their calls, their bookings and their messages, so the feedback belongs to a person with a history rather than to an anonymous response row.
The campaign keeps its own tallies as it runs — how many were dialled, how many answered, how many rated, how many turned into callbacks — and the whole thing exports when you want it somewhere else.
Speaks English · Malayalam · Tamil · Hindi · Arabic · plans from ₹5,499/month