topic Add more configurations to customer support (CES) survey in Customer Feedback Tool

Add more configurations to customer support (CES) survey

tlin — Fri, 28 May 2021 18:13:11 GMT

We love the feature that sends a CES survey to our customers when the ticket gets closed. However, we wish there are more fields can be used to configure the CES survey.

Some examples include:

1. A few of our customers actually have an internal support team, so we only deal with the main contact. We want to have a different survey format and how often to send out the survey. Otherwise, we are just over-surveying the same person whenever a ticket gets closed.

2. Have the ability to send out survey if the contact's previous contact/ engagement is more than X month.

3. Instead of sending out CES survey on every ticket, randomly select a portion of tickets for surveying.

Re: Add more configurations to customer support (CES) survey

natsumimori — Mon, 31 May 2021 03:35:43 GMT

Hi @tlin ,

Thank you for sharing your feedback about this feature!

After some digging, I found an idea post that is similar to your feedback and wanted to share: Customer Support Survey- more control, flexibility, options

Could you please upvote this linked post and share your use cases (3 bullet points you described) with as much detail as possible?

HubSpot Ideas Forum is a great platform for communicating feature requests to our Product Team and it also allows users to vote on and comment on the idea. As a result, it helps the team better prioritize features that are having the greatest impact on our users.

Thank you:)

Re: Add more configurations to customer support (CES) survey

webdew — Fri, 09 Jul 2021 04:25:08 GMT

Hi @tlin ,

I have a very good news for you. In the june month's updates. There is a new feature in which we can create custom surveys rather than just creating CSAT, CES and NPS surveys
services> feedback surveys> create survey> custom survey
And your are good to go !
Here is a link to that: https://www.hubspot.com/product-updates/custom-feedback-surveys
This is in public beta and is available for service hub professional and enterprise
As per your pointers :

You can have your customized survey (number of questions(max-20), types of questions). You can change it all according to your business’s need
As per the over-surveying there is an option under the recipients section> select start from scratch> set criteria> under options tab> toggle off ‘do you want to resurvey contacts’

2. For the 2nd requirement you can yourself set the criteria under the recipient tab by selecting contacts, you will get the desired option

3. For the third requirement, I am sorry, I don’t think it is available at this stage. However you can put this on the idea forum in HubSpot community.

NOTE : this update is in Public Beta, so you will have to ask your CC to ungate this update for you. Only after this you can use it.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.

Thanks and Regards.

Re: Add more configurations to customer support (CES) survey

tlin — Tue, 02 Nov 2021 23:51:23 GMT

Hi @webdew ,

Thanks for this public beta. I'm configuring and testing this.

I'm trying to send out a survey based on 2 criteria:

1. X hours after a ticket is closed.

2. The customer's previous ticket/ sales conversation is more than X days.

However, I realized that when the customer sends in a new ticket, the "last activity date" is auto-updated to the latest ticket date, so is there a way to track the contact's previous ticket/ activity date?

Thanks!