Simplesat allows you to create a CSAT, CES, NPS or 5-star survey that will be automatically sent to a customer upon closing a conversation in Gladly.
There are currently 2 ways of sending surveys in Gladly.
An event-based email survey which will be automatically sent by email once a conversation or task has been closed.
An in-app survey triggered by adding a specific topic to a conversation.
If the latest customer message was a chat message then the survey will be sent as a plain-text chat message containing a link to a survey.
If the latest customer message was an email then the survey will be sent as a HTML message to the user's email.
Send event-based survey
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the direct email delivery > event based option in the publish tab.
Next, under the email tab you can configure how you want your survey email to look like.
Once that's all set up, then go to the delivery tab, copy the endpoint and set the connected service to Gladly.
Authenticate if you haven't done so already, then scroll down to send email survey on conversation closure or send email survey on task closure and click activate integration.
Once the integration has been successfully activated, scroll down a bit to endpoint URL.
Paste the survey endpoint in the endpoint URL field and click save.
Note: Responses gathered through event based surveys currently don't trigger ticket integrations. Please contact Simplesat support to enable this for your event based survey.
Send in-app survey
Simplesat can send an in-app survey when a specific topic is added to a conversation.
Here's an example of how this might look for emails:
And here's an example of how this might look for chat messages:
Here's an example of how this might look for SMS messages:
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the direct email delivery > external email embed option in the publish tab.
Select Gladly in the pop-up box.
Click the generate embed code button. Then you'll need to copy both the HTML and the link options.
Scroll down to send in-app survey and click activate integration.
Once the integration is successfully activated, scroll down a little to field mapping
Content body HTML is the message that will be sent by email. So write a small message asking users to rate you, then paste the HTML code which you've copied earlier in there.
Content body plain is the message that will be sent by chat. So also write a small message asking users to rate you and paste the survey link which you're copied earlier in there.
Once that's all done, click save.
Next, please contact Simplesat support and let them know the topic ID on which you'd like to send your survey.
Try it out!
Create a test conversation with yourself as the customer. Add your topic or close the conversation, check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊
If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌
Gladly integrations
Once it's all set up, check out the Gladly integrations to sync your feedback back into Gladly and display it directly in your Gladly conversations and customers.