In line with our Scorebuddy philosophy of offering an intuitive user interface, distribution of surveys is easy to do. Surveys can be distributed through the agents' Survey Widget, manually by uploading a list of contacts or through our Surveys API.
The Surveys API allows to automatically send surveys after a ticket/case is closed by the agent. To learn more about our API click on your name on the top right hand corner and select from the drop down API.
The Survey Widget allows for immediate invitation to take a survey after the interaction with the customer. The Scorebuddy Administrator can provide access (per agent) to the Survey Widget in the Staff page, and on doing so the Employee will see the widget as shown, allowing them to enter either email or mobile details to issue the invite to, while working away in their normal applications. The widget can be used regardless of whether Agent Insight is enabled.
This Widget also includes a quota (for example, you have completed 1 of the weekly quota of 6 in the image below).
The agent just needs to enter the customer mobile number or email address, select the survey title and click submit.
For the manual distribution of Surveys, firstly, you need to enter one or more Contacts to receive it, and then Distribute right now or at a later time. Contacts can be added one by one (as shown below) or uploaded as a CSV file. Once again, assistance is available on the tab on the bottom right hand corner as shown below.
Note:
In order to share results per agent, it is required that the Staff ID be included in the uploaded Contacts file.
Once Contacts have been created, the next step is to issue the survey by selecting the Distribute tab. The user can choose from SMS or Email or both. Furthermore, you can send an automated reminder message (typically an SMS after an email invite) to encourage the participant to complete the survey. A sample template for both the email and/or the SMS message is provided – see email example below - which you can then modify and brand. At this point the URL (web page link) for the survey is also available in case you want to use it outside the tool (e.g. send it in an email).
Next step will be to select the appropriate Contact List. Remember, you will need an email address (or mobile number) if sending the invite by email (or SMS) so ensure you have these details in the List.
You can issue the survey invites immediately or set a time and date, you can also set the survey to complete once so that the link may not be shared. The resend option is designed to increase uptake by issuing an SMS invite within a defined period if the there is no response to the initial invite.
