To send customer satisfaction surveys using workflows

[mreyes]

Is usless for us to send surveys only with properties. We should be able to send it via workflows with contacts actions. 

[DRosier]

This should be a standard option. We would like to send a survey based on a list enrollment. This would be ideal and so simple in comparison to the workarounds. 

[BérangèreL]

Hi @DRosier,

Thank you for reaching out to the Community and thanks for your valuable Product feedback!

@Josh thank you for your help 🙂

I would highly recommend you to please post this product suggestion on our ideas forum.

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

I also would like to share this article "Create and conduct customer satisfaction surveys" that might interest you.

Thanks and have a good day!

Best,
Bérangère

[Calebb]

We also would like to add a customer survey to the same email automation workflow that gets triggered upon closing a ticket versus the customer getting two emails each time a ticket is closed.

Josh - I wasn't able to open the suggested post in your reply, says 'you're not allowed in here'.

[Josh]

Hi @Calebb,

Not sure why you can't access the post, but here is the message from the thread:

Hey there! 

Whilst this option is currently not possible within the customer feedback tool, I have received an interesting idea from another customer which you could use as a workaround to achieve your goal. 

• You could create a custom property following the steps here. 
• Then, you would create a workflow using enrollment triggers based on a contact's list membership. 
• Then you would add an action to update a contact property. 
• Next, you would select your new custom property 'Member of List X' for example. 
• You would update all contacts with a value of 'YES' (as an example). 

Finally, in your customer feedback survey you could then choose this new custom property as your enrollment trigger in order to send to contact's who are a member of a certain list. 

I hope this workaround helps in the meantime !  

[Calebb]

Thanks @Josh. I can access the link today, not sure why it wasn't working yesterday.

I don't think that post helps our use case (maybe I'm interpreting it wrong?), we simply want to add the rating to an existing email that gets triggered upon closing a ticket.

Is it possible to extract the customer support survey HTML and embed it in our automated email?

[Josh]

Hi @mreyes,

There's a potential workarounds (at least based on what I think you're trying to accomplish)...

If you create a ticket that's based on a workflow, you can send a customer satisfaction survey based on a ticket.

Also, see this post from the ideas forum, specifically @aebhinnugent's suggestion. 

Josh

[mreyes]

Thank you, I'll look at it.