Automated Surveys and Feedback Via Phone Calls & SMS

Automated Surveys and Feedback

Understand what your customers think through
automated surveys and feedback.




automated phone surveys
automated surveys

Why set up automated feedback and surveys for your business?

Continuous real-time feedback from customers is crucial for any business. It has taken a benchwarmer role because most businesses do not have the resources to call up the customers manually. Here’s where automated feedback and surveys can work for you. Use automated IVR calls to complete the feedback loop, SMS to obtain feedback regarding quality, missed calls to register support… the potential is unlimited.

How It Works

automated surveys and feedback

Bulk Calling/Trigger-Based Calling

Calls are sent out to the numbers from the database provided by the customer or triggered automatically after a service is marked completed by the personnel. 


Exotel Calls the Customer

An outbound call is triggered and a predefined IVR call flow is played to the user.

automated surveys
automated phone surveys

User Enters DTMF Codes

Based on the input entered by the user, the smart IVR system will take over or the call gets disconnected.


Responses are Recorded in Realtime

The responses entered by the users can be exported to a Google spreadsheet with integration or sent in real-time to an end-point specified by the company.

automated surveys and feedback

Who should use our SMS platform?

Take a glimpse of how Exotel’s SMS platform helped Go-Jek increase their SMS delivery rates to 92% !

Why Exotel?


Low Costs

There is absolutely no cost absorbed by the customer. For a business, automated calls saves time and money when compared to conventional survey or feedback methods.


Customized Questions

Integrate with your CRM to ask tailored questions based on your customer’s actions & to obtain a greater response rate.



The data gathered can be easily processed, analysed, and stored for future use.

Which Businesses Can Benefit from Automated Surveys and Feedback?

Any company looking to improve and optimize their customer experience and also bring in targeted leads should opt for automated phone surveys via calls or SMS.

Some Brands Who Have Implemented Automated Surveys and Feedback

automated surveys and feedback

What Our Customers Have to Say About Exotel

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Sudhanshu Raheja

In terms of delivery rates, we have been able to push it up from about 84% to 92%

Head of Mobile, GOJEK

Shirish Subramanian

Great product, great team, and we’d love to see you scale crazy heights.

Head - Sourcing & Operations, Fabelio


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy


The Exotel Advantage

Why Exotel is considered as the most reliable cloud communications company in Indonesia and Southeast Asia


Superior Quality

Best success rates, voice quality and reduced latency


Scale at Ease

Grow at will, expand without worrying about infrastructure


Superior Reliability

Best in class uptimes of 99.94% including operator uptimes


Best Support

24×7 customer support via phone, email and Twitter


Simple to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs


Extensive Reporting

Easy to understand, detailed reports sent every day


What are automated surveys?

Automated surveys are surveys conducted through automated IVR calls to collect data and feedback. Automated surveys give you continuous real-time feedback from customers, which is crucial to any business. Use automated IVR calls to complete the feedback loop, SMS to obtain feedback regarding quality and missed calls to register support.

What are some of the use-cases of automated surveys and feedback?

Ola wanted to train their drivers in between cab rides. While videos are used for training them, getting feedback on whether or not they understood the training was difficult to gauge. Solution: Exotel’s automated IVR survey solution helped to get feedback on the training the drivers received. Ola could now tell whether the drivers actually understood the training module or not. What’s even better, they call back only those drivers that didn’t understand the module or had queries about the same.

What are some of the top advantages of automated surveys over traditional surveys?

  1. There is absolutely no cost absorbed by the customer. For a business, automated calls save time and money when compared to conventional surveys or feedback methods. 
  2. With automated surveys, you can integrate with your CRM to ask tailored questions based on your customer’s actions & to obtain a greater response rate. 
  3. The data gathered can be easily processed, analyzed, and stored for future use.

How much does it cost?

The cost for the automated surveys and feedback service is based on your usage. Contact us to get a detailed description of the pricing for your requirement.

Ebook: Know How Cloud Telephony Helps in Automated Surveys and Feedback

If you’re unclear about how cloud telephony can help your business, start here. In this ebook, we talk in detail about the various options businesses are faced when they consider using cloud telephony for their business.

Try Exotel’s Cloud Telephony Solution Free for 15 Days

Get $ 15 worth free call & SMS credits

Find out how Exotel can work for you. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.


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