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In this article, you'll discover how to automatically send CSAT surveys to customers with closed conversations and save data in Google Sheets, CRMs or other data warehouse.
With a Workflow, you can automatically send customers a CSAT survey when any conversation is closed. Then, you can save the data to keep track of positive and negative customer feedback and monitor satisfaction levels over time.
Use CSAT surveys to:
Understand customer satisfaction levels and identify areas for improvement
Track data to gain insights into customer preferences, needs, and expectations
Identify dissatisfied customers and provide an opportunity to address their concerns, potentially turning them into loyal customers
Send CSAT survey and save data using Workflow Templates
Method Objectives
Set up your Google Sheet, CRM or data warehouse to receive survey data.
Select a Workflow Template and customize Ask a Question steps if needed.
Manage positive response and save data in Google sheet or data warehouse.
Manage negative response and save data in Google sheet or data warehouse.
Manage invalid and no responses.
To get started, there are a few steps to take before creating your Workflow.
Depending on where you want to save your CSAT responses, here’s how you can prepare the external platform.
Create a Google Sheet with the following headings: Agent ID, Agent Name, Team, CSAT Score, CSAT Follow Up Feedback, First Response Time, Resolution Time, Conversation Category, Conversation Summary, Contact ID.You may edit the headings as desired to meet your business needs, but note that if you change them, you will also need to edit the column mapping in the Save to Google Sheet step in the Workflow.
All CRMs and data warehouses will be set up differently, but here are some things you should prepare:- Find out which API keys you need.- Determine which fields in your CRM or data warehouse are available for saving CSAT data. These will be needed for mapping purposes when you set up the Workflow.- Add any custom fields necessary to your CRM or data warehouse.
Workflow Setup
There are workflow templates set up by our team that you can use immediately. These templates can be edited to fit your business needs.
Learn more about Workflow Templates here.
There are two templates to choose from depending on where you want to save your data. Here’s how to select and set them up.
On the respond.io platform menu, click Workflows > + Add Workflow. Then, click CSAT to Google Sheet > Use Template
On the respond.io platform menu, click Workflows > + Add Workflow. Then, click CSAT to Data Warehouse > Use Template
The template is set up with an Ask a Question step triggered after a conversation is closed. You may edit the question and multiple choice replies if desired. The response is automatically saved as a Variable named csat_score.
Note: If you change the 👍 and 👎 response options here, you’ll also need to change the responses in the branch configuration.
The default timeout branch is 6 hours, but this can also be edited or toggled off.
The branch step is set up to handle positive and negative responses differently. First, we’ll look at managing a positive response.
When the customer selects 👍, they will be routed to this branch where they’ll receive a message and their responses will be saved.
Edit the Send Thank You Message step as desired.
There are two ways to save positive responses.
Configure the data to send to a Google Sheet.Select the Google Sheet you’ve prepared earlier for saving CSAT data > Add relevant Variables to the Column Mapping fields.
Learn more about the Add Google Sheets Row Step here.
Here’s an example of how we would match Variables to the available columns.
Here’s what the Google Sheet should look like after receiving positive feedback:
Configure the HTTP request step to send the data to your CRM or a data warehouse.
Learn how to configure the HTTP request here.
If a negative response is given, the branch step will route to an Ask a Question step to get a follow up feedback. Edit the question as desired.
Edit the Send Thank You Message and Send Fail Message steps if desired.
Then, depending on which template you’ve chosen, the response will be saved accordingly.
Select the same Google Sheet you’ve created to save CSAT responses and map the fields accordingly.
Learn more about the Add Google Sheets Row Step here.
Here’s an example of how we would match Variables to the available columns.
Here’s what the Google Sheet should look like after receiving negative feedback:
Configure the HTTP request step to send the data to your CRM or data warehouse.Learn how to configure the HTTP request here.
If no feedback is given, the Fail Message will be sent, and all the data except CSAT Follow Up Feedback will be saved. Configure Save CSAT Feedback 3 step exactly as done for the first two CSAT Feedback steps.
If a customer replies with answers that are not in the provided options, this will be considered invalid and the customer will be routed to the Failure: Invalid branch.
If a customer does not reply within the time frame you’ve configured earlier, the customer will be routed to the Failure: Timeout branch.
The Workflow is set up with a Jump Step if the response is invalid. This will jump back to Ask for CSAT step. The default configuration is one jump, but you can edit the number of jumps allowed.
If the customer continues to send invalid responses, or if there is no response, a Fail Message will be sent. Edit the message as desired.
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