Sending a customer satisfaction survey after a call is logged

[WillJD]

We want to send a customer satisfaction survey by email every time one of our agents makes a proactive call and logs this on the contact's record.

I can't see any way of triggering this off of calls being logged or even for the agent to manually send this after the call. 

[karstenkoehler · Accepted solution]

Hi @WillJD,

In the Recipients tab of a Customer Satisfaction Survey, it's neither possible to trigger the email based on activities (such as calls) nor based on list membership. We can only access Contact properties. This means that we need to make the information about the call available in a contact property. Let's walk through the necessary steps.

First, you'd have to create a custom property, for example a date property Recent pro-active call date.

Next, in a contact-based workflow, you'd enroll contacts based based on Activity properties. This would likely be a specific Call and Meeting Type (see here) and potentially a specific Call outcome (since you don't want to trigger the email if they didn't pick up, for example). Going forward, your services reps would have to log the Call and Meeting Type and Call outcome for this automation to work as expected! For contacts now entering the workflow, you would just date-stamp the property created earlier, Recent pro-active call date.

Back in the Customer Satisfaction Survey editor, navigate to the Recipients tab and Criteria and select Recent pro-active call date is known.

Now, whenever a call is logged, the workflow will update the contact property. The survey will notice the new value and trigger the email send.

I haven't tested this so I'd recommend running a small-scale test before unleashing this on your whole database. (I might also be missing something, there could be a cleaner or simpler way to do this.)

Hope this helps!

[eComEngine_Suz]

we implemented a similar workaround so that recipients could re-enroll and take the survey every time they are eligible. 

[SaaSSolutions]

Could you point me in the right direction for which steps you took to allow re-enrollment? Thanks

[karstenkoehler · Accepted solution]

Hi @WillJD,

In the Recipients tab of a Customer Satisfaction Survey, it's neither possible to trigger the email based on activities (such as calls) nor based on list membership. We can only access Contact properties. This means that we need to make the information about the call available in a contact property. Let's walk through the necessary steps.

First, you'd have to create a custom property, for example a date property Recent pro-active call date.

Next, in a contact-based workflow, you'd enroll contacts based based on Activity properties. This would likely be a specific Call and Meeting Type (see here) and potentially a specific Call outcome (since you don't want to trigger the email if they didn't pick up, for example). Going forward, your services reps would have to log the Call and Meeting Type and Call outcome for this automation to work as expected! For contacts now entering the workflow, you would just date-stamp the property created earlier, Recent pro-active call date.

Back in the Customer Satisfaction Survey editor, navigate to the Recipients tab and Criteria and select Recent pro-active call date is known.

Now, whenever a call is logged, the workflow will update the contact property. The survey will notice the new value and trigger the email send.

I haven't tested this so I'd recommend running a small-scale test before unleashing this on your whole database. (I might also be missing something, there could be a cleaner or simpler way to do this.)

Hope this helps!

[landon]

This solution only works if you plan on not using re-enrollment triggers (being able to send multiple surveys to the same customer if needed). Activity-based triggers cannot be used for re-enrollment:

https://knowledge.hubspot.com/workflows/add-re-enrollment-triggers-to-a-workflow#available-re-enroll...

[ReshmaRR]

Hi Karsten,

With the workflow you have suggested, the survey would only be sent to the contact once. Workflows does not allow re-enrollment of contacts based on the activities.

How can we make sure the survey is sent everytime the call/meeting activity with a certain type is logged?

Thanks,

Reshma

[SaaSSolutions · Accepted solution]

Sorry for the late reply here, but we used a workaround process for our client to ensure that contacts who complete a call will receive a survey on a re-enrolling basis. In order to do this, you will need to use a multi-step approach. 

1. Create a custom property called Survey Date (if you want to add in a buffer to ensure that someone who calls in twice in one day, one week, one month, etc does not receive another survey based on your company's standard process). This property should be a date picker. 

2. Create a list that has the criteria for those whom you would like to send a survey to as the filters. For example, create a filter for survey date is more than 7 days ago, and last activity date is less than one day ago and the call outcome is any of "connected". (see screenshot for filters used here. You will need to add a second group for when Survey Date is unknown.) 

3. Create a contact-based workflow that triggers based on list membership (the list from above) and will re-enroll contacts when they meet the criteria. Step two should be to create a closed ticket in the pipeline that should be set up to have the survey automatically sent when a ticket closes. Step three should be to set a date stamp on the custom property "Survey Date". This final step will simultaneously track the last survey sent, as well as remove them from the list from above therefore allowing them to reenroll the next time they meet the criteria. 

[WillJD]

Thank you, Karsten. This could work for us! Much appreciated.