Multi-Channel Survey Tool

We designed and developed an awesome Customer Satisfaction application to measure and monitor the voice of your customer (VoC), in real time.

Multi-Channel Survey Tool

We designed and developed an awesome Customer Satisfaction application to measure and monitor the voice of your customer (VoC), in real time.

Once upon a time, in a digital deign studio not too far away...

We developed our CSAT (Customer Satisfaction) survey solution to monitor the voice of the customer, in real-time, across multiple channels, spanning; Web, Email, Social Media, SMS, Face-to-Face and Voice.

It started as a post-call voice solution – as in a survey the customer is transferred to after speaking with an agent on the phone – and evolved into a comprehensive multi-channel application, enabling the capture and measurement of customer feedback from every conceivable channel.

It goes without saying that the design was no less important than the functionality. Where the majority of competitor products fell short (old fashioned design principles with less than stellar GUIs, restricted access to analysis and reports, lack of available channels, convoluted integration options) we were determined to deliver, in spades…

Allow us to explain

204 countries, 809 islands, 7 seas and over a trillion websites in circulation, yet here you are… Whatever brought you to us – it’s not the ‘how’ that matters, but the ‘why.’ If it’s professional guidance and support with your branding, web design, SEO or social media management, then you’re in luck. It’s like the planets have aligned.

MWS Agency is an off-shoot of Midway Sky, which was founded in 2012 and started life as a creative agency. 2014 saw the launch of our first dedicated customer service application, with a host of additional  products released over the next two years. By 2016 we had developed a central platform, featuring a comprehensive suite of multi-channel contact management tools – all we needed was a name.

At this point, Midway Sky needed a little bit of separation, so as not to overwhelm or confuse. On one hand, we had a successful creative agency. On the other, groundbreaking contact management software. We chose to rebrand the agency side of the business, MWS Agency, and named our contact management software, DigiDesk.

We’ve assembled an impressive lineup of clients over the past six years, which helps add weight to pages like this one, but we’ve also helped many small business in that time. In short; if you’re looking to maximise your budget’s potential and need professional assistance with your online presence, get in touch – we’d love to hear from you!

Clean, modern and intuitive design

For a start the DigiDesk CSAT module looks beautiful, no matter which platform it’s viewed on. A clean, modern and responsive design was key to this, as was the development of a flexible, self-service, survey creation tool, to ensure the aesthetics remain on-point, regardless of the campaign, or the creators design credentials.

Clean, modern and intuitive design

For a start the DigiDesk CSAT module looks beautiful, no matter which platform it’s viewed on. A clean, modern and responsive design was key to this, as was the development of a flexible, self-service, survey creation tool, to ensure the aesthetics remain on-point, regardless of the campaign, or the creators design credentials.

Real-time customer insight

It’s easy to get swept away with the notion that ‘you know best’ but your opinions may not necessarily reflect those of your customers. We designed and developed our analysis wallboards to deliver instantly accessible customer insight via a range of customisable widgets, including; question scores, customer comments, sentiment analysis, textual analytics, agent performance, NPS, CES… the list goes on.

Real-time customer insight

It’s easy to get swept away with the notion that ‘you know best’ but your opinions may not necessarily reflect those of your customers. We designed and developed our analysis wallboards to deliver instantly accessible customer insight via a range of customisable widgets, including; question scores, customer comments, sentiment analysis, textual analytics, agent performance, NPS, CES… the list goes on.

SMS surveys, without the hassle

I’m sure, at some point, you’ve received a two-way SMS survey. Answer a question, get sent another one, rinse and repeat. They’re impersonal, slow, and subject to low completion rates. Our smartphone surveys, however, can be initiated autonomously (immediately after a customer interaction), or in bulk, and sent via SMS where they appear as a personalised link. They open seamlessly, look beautiful, are quick to complete, and deliver a much higher completion rate.

SMS surveys, without the hassle

I’m sure, at some point, you’ve received a two-way SMS survey. Answer a question, get sent another one, rinse and repeat. They’re impersonal, slow, and subject to low completion rates. Our smartphone surveys, however, can be initiated autonomously (immediately after a customer interaction), or in bulk, and sent via SMS where they appear as a personalised link. They open seamlessly, look beautiful, are quick to complete, and deliver a much higher completion rate.
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