Hi everyone. We're very excited to introduce surveys and sales message, a new way to collect customer feedback through texts and turn those texts into actionable insights. So, let's take a look at how it works.
Getting started is simple. Head over to the new survey section and create your first survey. For now, we'll select NPS, which helps you measure customers loyalty by asking how likely your customers are to recommend your business. From there, customize the survey with your company or product name. Choose the inbox you want to send from and define which contact should receive it. Once activated, Sales Message takes care of sending the survey, collecting responses, and calculating your results.
With MPS, you can also customize what happens after a customer gives you their score. You can keep it simple and ask the same follow-up question to all those who give you a score, or you can personalize it. For example, for promoters, you might thank them and ask for referral. For passives, you can ask what you could do better. And for detractors, you might let them know that someone from your team will follow up.
This gives you a simple way to respond differently based on the customer's experience and make every interaction more personal.
You also have plenty of flexibility over who receives your surveys and when. In addition to your surveys enrollment criteria, you can manually add contacts from the contacts page or send one-off surveys directly from the contact sidebar. So after resolving a support issue, for example, you could immediately enroll the customer into your survey or select a group of recent customers and enroll them in bulk.
As the responses start coming in, your survey dashboard gives you a clear view of the results. For an NPS survey, you will see your overall NPS score along with a breakdown of promoters, passives, and detractors. Each metric is clickable, so you can see the customers behind the numbers, review their feedback, and jump directly into the conversations when you want to follow up.
Lastly, managing your surveys is simple. You can pause and resume and activate surveys whenever you need to make changes or temporarily stop new enrollments. You also have the option to edit live surveys and customers who are already in the middle of the survey can continue through the experience so you don't lose feedback that's already in progress.
That's it for surveys. Start collecting feedback from your customers one text at a time and thanks for watching.
