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.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">1</div><p class="step-text" id="step1">In the Automations window, press New Automation.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">2</div><p class="step-text" id="step2">Select Build From Scratch. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">3</div><p class="step-text" id="step3">Name your Automation. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">4</div><p class="step-text" id="step4">Select Conversation Resolved from the drop-down menu.</p></div>
<p style="padding-left: 32px">This step tells Textline that you want the survey sent to the contact after the conversation has been resolved.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">5</div><p class="step-text" id="step5">Next, click Add Condition and choose Conversation was resolved. Select the amount of time after resolution to trigger the message.</p></div>
<p style="padding-left: 32px">In this section, you can select how long Textline will wait to send the Follow-Up Survey after the conversation is resolved.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">6</div><p class="step-text" id="step6">From the Action menu, select Send survey and choose the survey type you’d like to send.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">7</div><p class="step-text" id="step7">Click Next to preview your Automation. </p></div>
<p style="padding-left: 32px">Double-check your Automation by reviewing conditions and ensuring the correct survey is selected.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">8</div><p class="step-text" id="step8">Click Create Automation to start automatically sending feedback survey requests!</p></div>
Staying informed on customer sentiment and experiences is more important than ever. Don’t risk missed feedback or data collection opportunities. Set up automated Follow-Up Surveys on Textline in minutes. Want to see it in action?
