Non-URL based SMS Survey for Phone (best app?)
Hi everyone,
We're looking to survey our Talk customers after their phone call is done. We want to be able to send an SMS survey text message to the customer, but we do NOT want to send a URL survey link. Instead, we want to survey them with a series of text messages. For example,
"How was your overall customer experience today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction."
"How well would you rate the agent for their knowledge of your issue today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction."
Has anyone surveyed their customers this way, via text message? It seems that Zendesk can only do URL SMS surveys, so at this point I'm looking for an app that integrates with Zendesk well (including real-time Explore data population that makes sense).
-
Hi Benny, just FYI I've moved your question to our Troubleshooting and Q&A topic. User Tips & Tricks is for user-generated tutorials and such. Thanks!
-
Is it possible for me to change the behavior of my SMS trigger to always apply the agent name but sometimes only sometimes?
-
@Benny
Unfortunately, only the URL survey link is a viable option when it comes to SMS survey that can be done natively. I have also tried to search for a similar app in the Marketplace but there's none.
@Joseph
For this use case, you must create two triggers. One will be used to always apply the placeholder agent.name when an SMS via trigger is sent and the other one is a contains whatever name/detail you prefer. The second trigger should fire on a specific condition unique to the ticket being handled. This can be a tag.
Hope this helps!
Please sign in to leave a comment.
3 Comments