A post-call survey is a mechanism that allows businesses to gather immediate feedback from customers following an interaction. Typically conducted through Interactive Voice Response (IVR) systems, these surveys present callers with predefined questions, enabling them to provide insights into their experience. This real-time feedback is crucial for assessing service quality and identifying areas for improvement. 

Importance in VoIP Software:

Integrating post-call surveys into VoIP systems offers several benefits:

  • Real-Time Feedback: Captures customer sentiments immediately after the interaction, ensuring accuracy and relevance. 
  • Service Quality Assessment: Provides direct insights into the customer's perspective, helping businesses evaluate and enhance their service delivery.
  • Continuous Improvement: Identifies specific areas where agents or processes may need development, fostering ongoing enhancement.
  • Customer Engagement: Demonstrates a commitment to valuing customer opinions, leading to increased satisfaction and loyalty.

Setting Up Post-Call Surveys in CallHippo:

To enable the post-call survey feature in CallHippo, Please note that this applies solely to incoming calls. 

Follow these steps:

  • Login to your callhippo account https://web.callhippo.com/dashboard
  • Click on Number and DID, and under that navigate to the Number setting
  • Open Number Settings:
    Locate the specific number for which you wish to enable the survey. Click on the 'Settings' (gear) icon adjacent to that number.



  • Enable Post-Call Survey:
    Within the settings menu, navigate to the 'Post Call Survey' section. Toggle the option to your right-hand side to 'Enable.'



  • Configure Survey Message and Options:

  • Message Format: Choose between 'Text' (which will be converted to speech) or 'Music' (upload a pre-recorded audio file).

  • Voice Selection: Select the preferred voice type, such as male or female.

  • Survey Content: Draft the questions you intend to ask callers.

  • Response Mapping: Assign specific keypad responses (e.g., Press 1 for 'Satisfied,' Press 2 for 'Dissatisfied').

  • Save Changes:
    After configuring the survey, click 'Save' to apply the settings.

Accessing Survey Responses:

To review the feedback collected from post-call surveys:

  • Navigate to the Call log/Recording in the dashboard:

    View Survey Responses:
    - Locate the specific call entry.
    -     Click on the 'Information' ('i') icon associated with the call.



  • Select the 'Post Call Survey' icon to view the customer's responses.


Frequently Asked Questions:

  • Is the post-call survey feature available on all CallHippo plans?

  • No, this feature is exclusive to the Platinum plan.

  • Can I customize the survey questions?

  • Yes, agents can define the questions and assign corresponding keypad responses.

  • In what formats can I set the survey message?

  • Messages can be configured in text format (converted to speech) or as audio files.

  • How can I access the survey responses?

  • Responses are available in the 'Call logs/ Recoding' section of the CallHippo dashboard, under the 'Post Call Survey' icon for each call entry.