Feedback and Escalation Call Flow

IVR: “Thank you for calling . We value your feedback. Please take a moment to complete a brief survey about your experience. To begin, press 1.”

Caller: (Presses 1)

IVR: “On a scale of 1 to 5, with 1 being very dissatisfied and 5 being very satisfied, how would you rate the overall quality of the service you received?”

Caller: (Provides rating)

IVR: “Thank you. Would you like to leave additional comments? If yes, press 2. If no, press 3.”

Caller: (Presses 2)

IVR: “Please record your comments after the beep. When you are finished, press the pound key.”

Caller: (Leaves comments)

IVR: “Thank you for your feedback. If your issue has not been resolved or if you require further assistance, please press 4 to be connected to a senior representative.”

Caller: (Presses 4)

(Senior Representative answers the call)

Senior Representative: “Hello, thank you for calling . My name is . I see that you have some additional feedback. How may I assist you further?”

Caller: “I’m still facing an issue with my order.”

Senior Representative: “I’m sorry to hear that. Let me look into this for you right away. Could you please provide me with your order number?”