Our robust and secure integrations allow you to seamlessly automate your voice of the customer (VoC) program.

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Jan 28, 2021

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Before you get started…

1. Identify key customer events that will require an experience survey to be triggered. These are moments that will make or break your customers’ experiences.
2. Identify your system(s) that record these key events, e.g. your CRM, ERP or even eCommerce platforms. You’ll also want to identify any email templates used to communicate to customers at these events.
3. Have your technical teams consume our API documentation.
4. Use the survey builder to design the relevant surveys.

Using SMS (bulk or two-way)

1. Connect to your SMS provider. We can add any providers that do not currently exist on our platform. In order to do this, we’ll need access to their API documentation and their technical team.
2. We need your technical team to securely connect your system(s) to our platform using our API resources. This is how we trigger SMS requests on completion of a key event.
3. Once complete, you’ll need to set up SMS profile(s) that will define the rules on the auto-surveys e.g. what days and times surveys are to be triggered, setting up reminders and even deciding which customers are excluded.

1. Click on integration settings.
2. Use SMS profiles to trigger surveys based on customer events.
3. You can create, edit and delete profiles. Give your profile a name, choose the survey and how it will be sent (notification or two-way).
4. Use our API documentation to complete the integrations with your systems.

Using Emails

1. If you’re currently sending automated emails to customers on completion of a key event, you can modify these templates to include text or imagery requesting feedback from your customers.
2. You can also use an email distribution service, like Mailchimp, to embed survey requests in emails, newsletters or campaigns.

Using Social Messaging Apps

1. This option requires an existing chatbot to be set up on your social messaging apps. Our technical team will work with your team/provider to integrate the survey request within the chatbot journey.

Using Digital Journeys

1. Use our feedback widgets to actively or passively collect experience data for digital journeys. This requires you to set up the widget on our platform and embed the generated code within your relevant web pages.
2. You can also capture feedback through mobile apps (Android or iOS) including apps like queue management systems. This requires your UX team/provider to design the feedback form/pop-up within your app and securely send us the experience data through our APIs.