How the survey app works in action

When the survey app sends out the survey asking for answers, the email to your customer will look something like this: 

Request__123__How_would_you_rate_the_support_you_received__-_zendeskdemonstration2_gmail_com_-_Gmail.png

When they click on one of the numbers from 0 - 10, they'll be taken to a landing page that allows them to comment on their first rating, and if you like you can ask them a secondary question. The landing can be branded with your logo and colours, and if you'd like to brand the URL just let us know and we'll help you get that going. The landing page could look something like this:

Customer_satisfaction_survey.png 

Over in Zendesk, from an agent's perpective, you'll be able to see the scores and comments on the right of the ticket in the apps pane. The sat score out of 10 will also automatically be converted to a Zendesk CSAT rating based on your settings:

SweetHawk__-_Agent.png

 

Finally, the scores from both survey's will be pushed into their corresponding Zendesk ticket fields. From their you will be able to build any number of reports in Insights to calculate **NPS®, Satisfaction score averages, monthly breakdowns etc.

**Net Promoter® and NPS® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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4 Comments

  • 0
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    What is your expected pricing on this ?

    Also is it possible to embed this maybe though a macro at the base of each outgoing email i.e. not when its solved but as an ongoing survey throughout the communication process and so that it appears at the base of the last email and not at the very very bottom of all the emails. -  make sense ?

  • 0
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    Hi Paul, we'll be releasing this app on the Marketplace very soon and the price will be $50USD per account/month. Since the survey is sent by pasting in some code to your triggers or automations, you can send it out at any point, or even on all emails through out the conversation on the ticket. The new video that's posted a the top of this article covers how this works in more detail.

  • 0
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    Interesting - Looks Good

    And is the contract length just month to month ?

  • 0
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    Yes, the Zendesk marketplace only offers month to month billing. However, we do have a workaround for annual billing which we've outlined here

    Also note that the app has now just been released on the marketplace which you can install on your helpdesk by going here: https://www.zendesk.com/apps/support/survey/ 

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