Callexa Feedback - Blog




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.


Shopify Integration


Shopify is one of the most popular ecommerce platforms for easily creating online stores. We are proud to announce that Callexa can now be fully integrated with your own Shopify Store.

Let Callexa automatically survey your customers several days after they have placed an order. Once a customer gives you a rating, it will be attached to the order and customer entry as a new tag. If he passes a comment it will be appended to the notes field of the order entry. That way you won't have to login to Callexa just to keep track of your ratings. Set it up once and automatically get valuable feedback for your shop, ordering process and products.

And here is how you do it:

  1. If you haven't already, register your free Callexa account now.
  2. Create a new survey and adjust text, colors and logo to your likings.
  3. Click on the "Recipients" button of your survey.
  4. On the left side you will see all available Integrations, click on the "Shopify" tab.
  5. Just enter your shopify store name and click on save.
  6. For authorization you will be redirected to Shopify, login with your shop credentials and grant access for the Callexa App. (Note that we do not access or store any data besides your customers email address and name. The only fields altered will be tags and notes to append received ratings and comments.)
  7. Once you've granted access you'll be redirected back to Callexa and the red "Authorization required" label should've turned to a green "Authorization granted".
  8. Specify which order states will result in a survey. You can either select all, or only survey orders which have been shipped.
  9. Set up how many days Callexa should wait at least and at most after an order has been placed, before sending a survey. Note that the maximum days value shouldn't be set to high, it would be irritating to ask customers for their opinion if they do not even remember their order. We recommend a value between 30 and 60. Usually surveys are sent earlier, as soon as they have reached the desired state and minimum days value. But the initial batch after your setup will include past orders up to the maximum days value.
  10. Activate the automation, click the save settings button and you are done.

Remember, replies and ratings will be synced back to your Shopify store as notes and tags. But to get detailed statistics and a better overview of your ratings we recommend that you log in to your Callexa account once in a while.


Insightly Integration


In today's article we would like to introduce our Software Integration Partner Insightly.

 


Insightly is a great tool that helps mid-sized companies to deal with the daily barrage of tasks such as managing leads, contacts, organizations, partners, vendors and suppliers. With the CRM best practices, you can see all information on a lead or a contact, beginning with the origin and e-mail history over to key data on all projects in which they have participated.

With an automated address and flexible calendaring, scheduling and email functions no customer falls into oblivion anymore. Moreover, projects and contracts with various tracking capabilities (Pipeline view, memories, event reports and task management) can be controlled.

With Insightly's Web-based Customer Relationship Management functions you will not miss a thing anymore.

Our Callexa Feedback Plugin for Insightly

To survey your Insightly contacts, please perform the following steps:

  • Log in and transfer the API key from the Insightly user settings in the appropriate field on the Callexa Integration page.
  • Enter the earliest date which the survey should take place.
  • By specifying tags you can restrict the circle of contacts to be interviewed.
  • If desired, enable automatic surveys and save the settings.
  • Alternatively, you can always perform a manual import.
  • Survey results are automatically added to the respective contact in your Insightly account as a note.

Salesforce Desk.com Integration


Desk.com is a helpdesk solution for small business in the famous Salesforce ecosystem. We're happy to announce that it's now possible to connect Callexa Feedback to your Desk.com Helpdesk. Let Callexa automatically survey your customers when a ticket has been resolved.

All replies to the survey will be synced back to the Desk.com customer entry. Set it up once and automatically get valuable feedback on your customer service quality.

 

We offer a permanently free account with up to 50 surveys per month.
If you haven't already, register your free Callexa account now.

 

Follow our integration guide and set up the automation for Desk.com in 6 easy steps:

https://feedback.callexa.com/kb/integrations/using-the-salesforce-deskcom-integration


Freshdesk


In today's article, we would like to introduce our software integration partner Freshdesk.

 

A good help desk software must primarily offer an outstanding ticket management. But there also are other tasks - managing licenses, taking care of your Knowledge Base and regular patches and software upgrades - through which you quickly get into a spiral of endless time consuming hours of administration. If this sounds familiar, you are right here.

A good ticket management in your help desk makes the difference: You either build a powerful brand-community or you are just one of many for your customers.

The cloud-based help desk software is a great relief for companies that want to use their time for more productive activities, rather than the installation, maintenance and troubleshooting of their local helpdesk solution.

Multichannel Support

Track and manage requests via email, phone, chat and social media, all in one place.

Self Service Portal

Help your customers to help themselves by setting up a knowledge base for FAQ and a community for the exchange between users.

Our Callexa Feedback Plugin for Freshdesk

To survey your Freshdesk contacts, perform the following steps:

  1. Use the API key you can find on the right side of the profile settings in your Freshdesk account.
  2. Place this key together with your Freshdesk-Subdomain in the respective fields of your Callexa Feedback accounts Integrations section.
  3. Define the earliest and latest time ( in days ) a survey should take place after a ticket has been closed.
  4. Define which ticket status should trigger a survey.
  5. Enable automation if desired and save the settings.
  6. Alternatively, you can always perform a manual import.

Click here for more information on the integration options and the customer support software Freshdesk,


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