Embedding the Feedbackly survey to your own email tool (for example Salesforce or Hubspot) is quick and easy. All you need to do is add the HTML template to your own email template, and all responses will be collected and analysable in the Feedbackly Dashboard.

By embedding the Feedbackly survey to your own email tool you will also be able to customize the visual appearance of you email campaigns, as most of the email tools/CRM softwares have a lot of options for custom visualization.

This embedding also gives you the option to enrich the collected feedback. You can do this by adding contact metadata, such as age, city, and any other information you have in ServiceNow so that you easily can make segmentations and get to know your customers better. Enriching the feedback will then give a more valuable way of comparing the performance and customer experience metrics between different variables.

Examples of personalization tokens that can be added to the feedback:

userID (the ID of the ticket requestee)

userName (name of the ticket requestee)

ticketID (ID of the ticket)

Priority (priority level of the ticket set by the service team)

AssignmentGroup (the type/group of the ticket)

AgentID (the rep who is taking care of the ticket)

ResolutionTime (timestamp from contact to resolution)

Contact us at support@feedbackly.com and we will help you out with the HTML- template.