Callexa Feedback - Blog




Callexa Feedback - New Features


 

In our today's article we'd like to introduce our new functions to you

 

  1. Individual follow-up questions depending on evaluation of the recipient.

    This function could be used to send follow-up questions after the main survey. You can setup individual questions for every single measurement. This will help you to find out why the recipient has opted for this review.

    Callexa Feedback - Folgefragen
     
    - Go to „Surveys“. - Add a new survey or choose an existing survey over the button „Edit“.
    - At low range of the page you can personalize your survey. Please click on the tab „Follow-up Page“.
    - Activate the option „Set questions individually for each scoring“. The site view should change now and the fields for the individual follow-up questions will become visible/editable. Please fill in your individual questions
    - click on „Save“ to save your settings.

     
  2. Adding external testimonials

    With this function you can simply add testimonials from your customers which you haven't received via our tool (direct correspondence via email).

    Callexa Feedback - Externe Rezensionen

    - Go to „Testimonials“
    - Scroll to the button of the page an click on the plus sign besides of „External Testimonials“.
    - Now you can fill in the name of the recipient and his testimonial you've received. Click on „Publish“ to save the testimonial.
    - After you've published the testimonial you can find a button to delete or edit the testimonial.
    - If you want to add an another testimonial please click on the plus sign again.

     
  3. Automated reminder for unanswered surveys

    Sometimes surveys will be forgotten or ignored by customers or the will be sort out by a spamfilter. To remind your customers automatically we've added a reminder to Callexa Feedback.

    Callexa Feedback - Automatische Erinnerungen

    - Go to „Surveys“.
    - Add a new survey or choose an existing survey over the button „Edit“.
    - At low range of the page you can personalize your survey.
    - Within the tab „Survey Email“ you can find the option „Automatically send reminder“. Activate the option if you want to remind your customers automatically. Now you can setup an amount of days after they will be reminded. If you want to use an individual introduction please type it in field „Alternate Introduction“. If this field has been left empty our system will use the unchanged survey template.
    Important: We advise using this function only for surveys with acknowledged recipients, e.g. in employee surveys. A too frequent sending of emails to customers in automated surveys could otherwise be considered as bothersome.
    - Click on save to save your settings.

     
  4. Add additional questions with several choices

    If you additionally want to know how your customers have found your company/product you can simply add an additional question with different choices to your survey.

    Callexa Feedback - Zusatzfragen

    - Go to „Surveys“.
    - Add a new survey or choose an existing survey over the button „Edit“.
    - At low range of the page you can personalize your survey. Please click on the tab „Follow-up Page“.
    - At the end of the tab you can the field „Additional questions with choices“. Please fill in your additional question and add some choices. You can add one choice per line. If you want to allow multiple choice please activate the option „Allow multiple choice“.
    - Click on "save" to save your settings.

Benchmark Email Integration



In our today's edition of Callexa Feedback Integration series we want to introduce the service Benchmark Email by company Benchmark Internet Group, LLC closer.

What is Benchmark EMail?

Benchmark Email is a global leader in email marketing. Benchmark puts the online marketing tools you need right at your fingertips, allowing you to connect and engage with customers new and old at every level. Take powerful features by the dozen, sophisticated list management, hundreds of email templates, ultra-precise reports and dazzling email and video email. Now, package all that together for an extremely affordable price. Sound appealing? That's Benchmark Email.

Therefore the integration of Benchmark Email has been the next logical step for us. Due to Zapier's interface you can simply integrate Callexa Feedback to your Benchmark account.

What is Zapier?

With Zapier you can create custom integrations, automate tasks between hundreds of web applications and connect apps to safely move data from A to B. Zapier makes software integration easy. For everyone. With Zapier you can connect your application or software with hundreds of different web services in just a few minutes.

With the integration via Zapier it's possible to transfer all Benchmark newsletter subscribers to Callexa Feedback and survey them automatically. Following the successful survey, customer satisfaction is determined and evaluated with the help of NPS. After the customer has given his feedback you can publish it quickly and easily on your website to convince new customers of your service.

You can find the Callexa Feedback NPS App for Zapier / Benchmark Email here.


Run my Accounts Integration


In our today's edition of Callexa Feedback Integration series we want to introduce the service Run my Accounts by company Run my Accounts Deutschland AG closer.

Run-my-Accounts

Run my Account's goal is to automate accounting for small businesses and to greatly simplify the handling and administration of invoicing. Instead of wasting your valuable time with the acquisition of documents, processing of payments, reconciliation of bank accounts or other small tasks you can use it to analyze your numbers which results in a better decision making. With the accounting software Run my Accounts you can complete your accounting online and make it available anytime. With the accounting processes, you can streamline your workflow (capturing and scanning of documents, synchronization with bank accounts, payment preparation and execution) and minimize the workload. In addition an online controller can also coordinate and ensure a proper assignment to the corresponding clarifications and to the tax-validation and -billing. Further the company also offers the possibility of running the payroll and a tax expert with consultants from all over Germany.

The implementation of Callexa Feedback Satisfaction Surveys to Run my Accounts can be done very quick and easy by using Zapier.

What's Zapier?

With Zapier you can create custom integrations, automate tasks between hundreds of web applications and connect apps to safely move data from A to B. Zapier makes software integration easy. For everyone. With Zapier you can connect your application or software with hundreds of different web services in just a few minutes.

By adding Callexa Feedback Satisfaction surveys, Run my Accounts Users are now able to measure the satisfaction of their customers. For example, Callexa Feedback can be configured to send a survey after an arbitrary number of days to the customers after receiving an invoice from Run my Accounts. Following the successful survey, customer satisfaction is determined and evaluated with the help of NPS. After the customer has given his feedback you can publish it quickly and easily on your website to convince new customers of your service.

Here you can find the Callexa NPS App for Zapier / Run my Accounts.


Ways to integrate Callexa Feedback


In this article we want to introduce several ways to integrate NPS surveys to your system. Generally there are 3 ways to integrate Callexa Feedback:

  1. Surveys via email
    With this method you can survey certain customers via email. For example, Callexa Feedback can be configured to send a survey after an arbitrary number of days to the customers after an order has been completed or after a cancellation or after receiving an invoice. The customer can evaluate within this email. After the evaluation has been done, a website with a follow-up question or additional tags which can be evaluated, will popup.

    NPS Email

    NPS Email Mobile     NPS Email Mobile Folgefrage
     
  2. Onsite surveys
    With this method it is possible to integrate surveys on your website or you onlineshop directly.

    a) As an inline widget on top of your website (e.g. after an order has been completed)



    b) As an inline widget at the position you desire (e.g. after unsubscribing your newsletter)

    NPS Inline Text

    c) After a click on a feedback button placed on your website

    NPS Feedback Button

    d) With a popup window which will be shown automatically (e.g. if a user is logged into your website)

    NPS Popup Box

    e) As a slideup widget at the end of your website. The widget will be shown as a small bar at the end of your website. If the visitor clicks on the bar or if he scrolls to the end of the page the widget will be extended.

    NPS SlideUp Widget
     
  3. Link surveys
    With this method it is possible to integrate a survey link externally. This is helpful if you want to refer to your survey within a newsletter, email signature or social media articles. A link will be generated which redirects the interviewee on a website with your NPS  survey.

    NPS Linkbefragung


Do you have suggestions for further integrations? Then please send an email to info@callexa.com


Segment.io Integration


Segment is a popular customer data hub meant as an effortless way to integrate different web applications through a common set of data streams. We are happy to announce, that it will soon be possible to integrate Callexa Feedback into your own web application through Segment.

What you can do with Callexa Feedback and Segment.io:

  • Automatically send NPS surveys through Segment's analystics.identify command
  • Review all ratings, comments and statistics directly in your Callexa Feedback dashboard
  • Or let Callexa sync back ratings by adding additional traits to the customer object in Segment
  • Conclusion: Fully automated integration with more than 100 web applications

 

Enable Segment for your Callexa survey:

  1. Navigate to the "Recipients" panel of your survey and open the Tab labeled "Segment"
  2. Set how many days to wait before sending a survey to a customer imported through Segment
    (read more about "sending delays" in the section below)
  3. Click the checkbox to enable the automation and hit "Save"
  4. Now copy the API Key to your clipboard

Enable Callexa in your Segment Dashboard:

  1. Navigate to the "Integrations" panel and select Callexa Feedback
  2. Paste the API Key of your survey to the form and hit "Save and close"
  3. That's it, new customers will now automatically be surveyed through Callexa

Enable the sync back of new ratings (optional):

  1. Navigate to the "Project Keys" panel in Segment and copy the "Write Key" to your clipboard
  2. Navigate to your survey's "Recipients" panel in Callexa and paste the Write Key into the matching field of the "Segment" Tab
  3. New ratings will now be added as additional customer traits callexa_rating, callexa_comment and callexa_date

 

About sending delays

Often you do not want to send the survey immediatly after the analytics.identify() command has been called. To correctly delay the sending of surveys we recommend that the createdAt trait is set correctly for all your customers. If it is not set Callexa will treat the customer as created on the current day.

You can define a minimum and a maximum delay in days for the survey to be sent after customer creation. If the minimum delay is set to 0, the survey will be sent immediatly. If the creation date is further back than the maximum delay, the customer will not be surveyed. For better understanding here are some typical scenarios:

  • Survey only new customers at least 3 days after their creation:
    Set the minimum delay to 3 and the maximum delay to e.g. 14 days in order to ignore customer records older than that
  • Survey every customer, even repeatedly, whenever the identify command is called:
    Set the minimum delay to the value you want but the maximum delay to 0. Whenever analytics.identify() is called, a survey will be sent to that customer. The same would apply if no createdAt trait is set for the customer.
  • Survey every customer, even repeatedly, but not necessarily every time the identify command is called:
    There is a global setting available for this purpose. Navigate to the edit panel of your survey and set a minimum interval in weeks. Callexa will ignore all identify calls for customers who already have been surveyed during that interval.

 

Used Traits

Callexa will import the following customer traits:

  • email (required)
  • firstName, lastName (optional)
  • name (optional - ignored if firstName or lastName trait is available)
  • gender (optional)
  • createdAt (optional, see "About sending delays" section)

 

If you have any questions feel free to contact us at info@callexa.com.