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Summary
This article will help you set up your Customer Satisfaction (CSAT) survey.
The good news is that this process is really easy! The better news is that you will now have a better pulse about how your customer feels about your service delivery and a better idea about where you can focus and create a process of continuous improvement.
- Company Logo
- Integration Partner
- Ratings
- Miscellaneous
- CSAT Widget
- Notifications
- Automatic Review
- Survey Types
- Customizable Features (Plan availability - Which plan I have?)
- Download Snippet Builder
Profile level required for these procedures: Admin (What level am I?)
In Crewhu, access Settings > Surveys > CSAT on the side menu bar.
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Company Logo
Upload an image of your logo. For best results use any size that respects the same aspect ratio of the following minimum size: 342px width x 216px height. Your logo will brand your 1-click CSAT survey.
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Integration Partner
Select your integration partner from the drop-down menu:
Note:
For specific instructions, click here to learn how to add new integration partners to your account.
If you need further assistance setting up your CSAT Surveys, contact us at support@crewhu.com.
Important:
If the Integration Partner is set as NONE, the reply and resolved surveys won't be available. If your PSA is different than the ones listed, you have to select the Custom option.
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Custom Integration
If your PSA or ticketing system is not listed, it is possible to easily create a custom snippet by taking a few steps:
- Select '- Custom -' from the partners drop-down;
- Activate the survey types you wish to use on your templates (Resolved for complete and Reply for other statuses - Click here to learn more);
- Download the snippet builder and refer to the "Placeholder" column to know the variables you will need from your PSA or ticketing system;
- If you wish to complete the process all by yourself, copy the survey snippets from the CSAT Settings page and replace the link for each rating with the customized one from the builder;
- If you wish our help, send the builder with the populated variables for the fields marked as required/important to support@crewhu.com and we'll send you back your custom snippet;
- Paste your custom snippet into the templates on your PSA or ticketing system that you wish to send to your clients to collect their feedback.
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Ratings
Select your rating type and customize your rating labels:
Best Practice:
Capitalize only the first letter of each label.
Note:
The option to add Custom Survey Images is available from the new pro plan.
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Miscellaneous
Activate the miscellaneous survey settings that you would like to use:
UNKNOWN Label:
When a survey answered by one of your clients doesn't recognize who is the employee responsible for it, this is the name that will be shown on the landing page, as in the example below. We recommend replacing it with the name of your team, such as 'Support Team', so your client feels comfortable answering the survey.
IP Restriction:
Used to restrict an IP from answering surveys. For example, your company network. This is not a good setting to use if you would like to track surveys for internal tickets.
Show employee picture - Highly recommended!
When this setting is activated it will show the employee picture that has been uploaded to the employee record (Setup > Employees) in the survey.
Bring ticket data from PSA:
If you have the intention of creating detailed reports and contests related to your ticket boards, this is an important option to have turned on. The boards selected will bring information to populate your CNV Rate reports and data to your Contest integration metrics.
Write survey back:
Available for the ConnectWise REST, Autotask SOAP, and Zendesk REST integrations. Click here to learn more.
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CSAT Widget
Activate the CSAT widget to make your customer satisfaction score public. You can add the HTML Widget Snippet to your website or email signature.
Best practice:
Activate the CSAT widget 30-60 days after launching the Crewhu platform so you are showing a good CSAT %.
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Notifications
Configure survey email notifications:
Choose from the drop-down the notification behavior for each rating: Always, Never, or Only with Comment. Flag the box if you wish to also notify the user assigned to the survey.
Click here to learn more about Notifications Settings.
Best Practice:
Start with notifications set for Always for all ratings and add the filters later. Also, allow your employees to receive the notifications.
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Review automatically
Choose from the drop-down the review behavior for each rating: Always, Never, or When no Comments.
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Survey Types
Flag the box to activate the survey types. To learn more about each option, click the links below:
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Resolved/Reply Snippet
Click the "View/Copy" button to open the Email Snippet pop-up and access the HTML code.
Choose from the drop-down menu one of the two options described below:
Image Snippet - Show 3 faces
Text Only Snippet - Text option. The text option will not be blocked by an image filter.
Copy the snippet/code and paste it into the designated area of the email template in your ticketing system or PSA.
Note:
- If you copy the code regarding the resolved survey, for example, you must paste it into the email template which is triggered when a ticket is marked as resolved, in your ticketing system or PSA.
- In some PSA's, it's not possible to copy the image (faces) and paste it in the front page of the email template, being required to copy the code itself, as shown, and paste it in the Source Code/HTML section of the template.
Best practice:
The more popular option is the faces because they are more engaging. You can A/B test. Try the image snippet for one month and then try the text-only snippet for one month and see which option yields the best results.
Refer to this article to know more about Adding the snippet into Connectwise templates;
Refer to this article to know more about Adding the snippet into Autotask templates;
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Customizable Features
Click here to check plan availability. Click here to see your current plan.
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Survey Page
Customize by rating the Heading and Sub-Heading of the message displayed to your customer in the survey page.
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Survey Thank you Page
Flag the box to activate and set this feature:
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Online Reviews
Flag the box to activate and set this feature:
Click here to learn more.
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Testimonial Widget
Flag the box to activate and set this feature:
Click here to learn more.
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Downloads
Refer to the Custom Integration section to learn more about the custom snippet builder.
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