Capturing a Testimonial During a Call
The best moment to get a testimonial is while the customer is already telling you how pleased they are. That moment usually passes, because writing it up is a separate job nobody gets round to.
Phona can capture it during the call instead. When a customer shares a good result, Phona can gather the details in conversation and send them through exactly the same writing process as the form.
Before You Begin
- Phona set up and handling calls for you
- The customer existing as a contact — the testimonial is attached to their record
Steps
Let the conversation happen
There is nothing to switch on per call. When a customer starts describing a result they are happy with, Phona can recognise that as a testimonial worth capturing.
Phona gathers the same details
It works towards the same material the form asks for: a short headline for the result, the rating out of five, what the problem was, what was done about it, what changed, and the customer's own words.
Because it is a conversation, these come out in whatever order the customer offers them.
The customer gets an immediate acknowledgement
Phona thanks them and moves on. It does not wait for the writing to finish, so there is no pause in the call.
The testimonial appears shortly afterwards
The written testimonial is produced in the background and arrives in Brand Intelligence > Testimonials as a draft, attached to that customer's contact record, with everything the form produces: the full story, the sections, the pull quote and the email version.
Review it, and add any media
Read it over and correct anything that came through imprecisely — a spoken conversation is looser than a form, so the date or a number is worth checking. Images and video can be added on the testimonial page afterwards.
Result
A testimonial captured at the moment the customer was enthusiastic, written up without anybody transcribing the call.
Important: Only the written testimonial is captured this way — no audio or video. What reaches Zyntro is the substance of what the customer said, written up. If you want a recording or a video testimonial, that is a separate thing you arrange with the customer and add to the testimonial yourself.
Warning: Check the date on a testimonial captured this way. If the date was not clearly established in the conversation it defaults to the day of the call, which is usually right but not always — particularly when the customer is describing a result from several months ago.
Tip: A testimonial gathered in conversation is only as good as the answers the customer gave. If someone says it's been great and nothing more, that is what gets written up. It is worth reviewing these and, where the substance is thin, going back to the customer for the specifics — the numbers are what make a testimonial usable.
