CX - Email Survey

Email surveys are most commonly used. You can create an email survey and deploy it manually or automate the deployment via API or FTP. The process of sending Email and SMS survey includes importing *transactions in the system, survey selection, email template selection and delivery time selection. *Transactions - Every interaction with your customer is a transaction in CX. Say, you have a customer buying a book from you. This interaction is termed as a transaction. If the same customer buys another book from you, that is supposed to be considered as another transaction. Hence, you cannot send multiple surveys to one customer. Everytime you need to send a survey to a customer, you need to import the details of the transaction and the customer in CX.

To create an email touchpoint, go to:

Login >> CX >> Create Survey
Click on Email
Click on Select Type

Enter the Survey Name and click on Create Survey.

You will be taken to the survey with an NPS and an Comment Box question type. You may edit this question or add additional questions.

How do I send the email surveys to the customers?

To send the email or SMS Surveys, you need to import transactions in the system.

Go to Customer Experience >> Deploy >> Customers
Scroll down to Customer transactions section.
Click on Import

There are 2 ways through which you can import the transactions

Manual Import:

Enter contact details Manually.
Click on Import Contacts

Excel Import:

Download the Contacts Import template.
Fill all the data and import the excel sheet.
Upload the excel file
Click on Upload and complete the import process

Send Survey:

Go to: Customer Experience >> Deploy >> Distribute >> Send

Select Segment: The users of a particular segments to whom you want to send the survey. If you want to send it to all the transactions, just select the "main segment".
Transaction After: A particular date after which the transaction happened
Transaction Before: A particular date before which the transation happened
Select Survey: Select the survey which needs to be sent out to the customers
Select send options (Email, SMS, Email and SMS): Mode of sending the survey
Select Email template
Click on the number of customers to verify the list of recipients
Click on Next.

Click on Update, if you want to change the From Name and Address
Select Immeditate Delivery under Delivery Time dropdown and click on Process Delivery to send the invitation immediately.
Or select Scheduled-Future Delivery and mention the deploy Date and Time. Click on Schedule Delivery , to schedule the invitation.