Follow-up Surveys help measure the effectiveness of customer service operations and support representatives. Automated surveys are a benefit to customers and support agents alike because they:
Textline offers pre-built Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys and allows users to create and send custom surveys.
Here’s the recipe for setting this up on the Textline platform.
In the Automations window, click New Automation.
Select Build From Scratch.
Name your Automation and choose your Department.
The Department is the phone number that the Automation will work under.
Select Conversation Resolved from the dropdown menu and confirm the Automation is set to the correct Department.
This step tells Textline that you want the survey sent to the contact after the conversation has been resolved.
Next, click Add Condition and choose Conversation was resolved. Select the amount of time after resolution to trigger the message.
In this section, you can select how long Textline will wait to send the Follow-up Survey after the conversation is resolved.
From the Action menu, select Send survey and choose the survey type you’d like to send.
Click Next to preview your Automation.
Double-check your Automation by reviewing conditions and ensuring the correct survey is selected.
Click Create Automation to start automatically sending feedback survey requests!
Staying informed on customer sentiment and experiences is more important than ever. Don’t risk missed feedback or data collection opportunities. Try Textline for free and set up automated Follow-up Surveys in minutes.
