Understanding the customer experience is essential for any organization with a customer service operation. Traditional survey methods—SMS, email, or post-call phone surveys—often result in low engagement or incomplete insights.
For one of our clients, we implemented a solution that leverages RCS (Rich Communication Services) to capture immediate, actionable feedback directly after calls. By combining Tele2 PBX call data, Bosbec’s integration platform, and LEKAB’s RCS delivery, the client now collects higher-quality feedback without overburdening customers.
What Is RCS — and Why It Works Better
RCS is an evolution of SMS that allows organizations to communicate in a richer, more interactive format:
- Buttons, icons, and graphics make it simple for customers to respond
- Verified sender information improves trust
- Works directly on the mobile device—no apps required
- Professional, visually engaging surveys drive higher response rates
In practice, RCS surveys often achieve 2–4× higher response rates compared to traditional SMS or email.
How the Solution Works for the Client
The solution is designed for maximum automation and customer relevance, with Bosbec handling the critical integration layer.
1. Call ends in a selected queue on Tele2 PBX
When a call is completed in a defined queue (e.g., support or customer service), it triggers an event.
2. Bosbec integration processes the event
Bosbec’s platform receives the call event from Tele2 PBX and applies the client’s rules to determine:
- Whether a survey should be sent
- Which type of survey is appropriate
- How often a customer may receive surveys
This ensures that surveys are only sent when relevant, avoiding survey fatigue.
3. LEKAB delivers the RCS survey
Once approved, the survey is sent via RCS:
- Customers can rate their experience with a single tap
- Optional comment fields allow detailed feedback
- Survey design is visually appealing and easy to complete
4. Smart frequency control
To protect the customer experience, the solution tracks previous survey sends and ensures no customer receives surveys too frequently.
Benefits for the Client
⭐ Higher response rates
The RCS format drives faster, more reliable engagement.
⭐ Immediate, actionable insights
Feedback is captured right after the call, providing up-to-date insights per queue, team, or agent.
⭐ Full automation via Bosbec integration
Bosbec ensures that the client can deploy surveys at scale without manual intervention.
⭐ Improved customer experience
Surveys are timely, relevant, and visually engaging, which strengthens customer trust and loyalty.
⭐ A modernized feedback loop
This approach demonstrates to customers that the company values their opinion and communicates in a professional, modern format.
This is a great example of how you can automate your marketing process – and this integration can work with CRMs like Hubspot, Salesforce, or with other PBX platforms like Innovaphone, DSTNY etc.
Ready to Try It?
We’ve prepared a step-by-step guide to show just how quickly you can create powerful integrations with Bosbec.
Get the guide https://help.bosbec.com/knowledge-base/integration-send-customer-surveys-with-lekab-rcs-to-tele2-pbx-callers/
