Webropol Mobile Connector

Webropol

About this app

Gain insights from customer interactions after phone calls without the need for complex phone system integration. This app measures customer satisfaction with phone-based customer service. It provides real-time reports on customer satisfaction and service quality, allowing you to analyze satisfaction levels based on customer care teams and individuals.

To use the app, you will need Webropol Survey & Reporting software. Webropol is a widely used corporate survey software in Nordic countries and has numerous customers in Northern Europe.

The mobile Connector app determines when surveys are sent based on the Call Log. However, Webropol Survey & Reporting handles the actual sending of SMS surveys to customers. Customer satisfaction surveys are created using Webropol Survey Software, and the collected data is viewed and analyzed through Webropol Reporting. To use the app, Mobile Connector users must be invited by a Webropol Survey & Reporting user and have sufficient credits in their Webropol account for sending SMS surveys.

Permissions and Why We Need Them:

The app requires the following permissions to function properly and ensure valid and reliable data for survey triggers:

- Call Log: This permission allows the app to access caller details such as phone number, caller name, call type (incoming, outgoing, missed, rejected), and call duration. The app uses this information to send SMS surveys from Webropol Survey & Reporting. App administrators can define the conditions for sending survey SMS, such as after incoming, outgoing, or rejected calls. They can also decide whether to send a survey after each call or less frequently. Additionally, this permission helps prevent multiple SMS surveys from being sent to the same number. It also takes into account call duration, ensuring that outgoing calls with short durations do not trigger an SMS survey. This is particularly useful when a customer requests a callback or when a wrong number is dialed.

- Phone State: This permission detects the phone call state, allowing the app to determine if there is an ongoing call or not. Customer care staff using the app receive a notification after calls, and they have the option to choose not to send a survey, such as in the case of a personal call. App users can create a daily schedule specifying the time frame for customer calls, during which SMS surveys are triggered to be sent from the Webropol system. This permission helps in managing the timing and appropriateness of survey sending, even when the app is running in the background, ensuring a seamless customer feedback process.

Support Email: [e-mail]
Privacy Policy: https://www.webropol.co.uk/privacy-policy-for-mobile-connector-app