Web Survey allows users to create surveys for digital channels, such as email, to collect customer feedback.
This promotes a better understanding of customer satisfaction through the digital channel, allowing the collection of CSAT (1-5 rating) and open comment questions in a survey.
- Creating a Web Survey
- Deploying a Web Survey
- Viewing Web Survey Deployment
- Customizing a Web Survey Flow
- Customizing a Web Survey Style and Label
- Renaming a Web Survey
- Deleting a Web Survey
Creating a Web Survey
To create your Survey, you can use survey templates to create a web survey directly. To do so, access Talkdesk Feedback > Feedback Flows.
Begin by clicking Create flow and selecting Web Flow.
Admins can now name the flow, as well as select between the “CSAT” or “NPS” options. After clicking the Create button, a standard CSAT or NPS web survey will be created.
Now that a web survey is successfully created and published, you can deploy a web survey to an email touchpoint in Channel > Email.
Deploying a Web Survey
Connecting with a digital touchpoint
Please refer to this article for details about how to connect a web survey to an email touchpoint.
Deploying a web survey on a web page
Admins can locate the web survey from the “Feedback flows” list and click the Settings icon to access survey flow settings to define where the survey is accessible, customize the invitation message shown to users, and install the survey on one or more web pages using a JavaScript snippet.
Step 1: Configure the Survey Link
Specify the exact URL where the survey should be available. This URL determines which web page(s) are eligible to display the survey. Only users visiting the configured URL will be able to access the survey.
Step 2: Customize the Survey Invitation Message
Define the message that will be sent or displayed to users through digital channels.
- Personalization messages (for example, contact name using variable {{contact.name}}) can be used to tailor the message.
- Rich text formatting is supported to help improve engagement and response rates. Admin can use their own survey image with the survey link using variable {{survey.link}}
Step 3: Install the Survey on Your Web Page
Copy the provided Survey Integration Code and paste it into your website’s HTML, just before the closing </body> tag.
- The code must be added to every page where you want the survey to appear.
- Once installed, the script dynamically loads the web survey experience for eligible users.
After completing these steps and saving your configuration, the web survey will be ready to collect feedback from users visiting your site.
Viewing Web Survey Deployment
Admins can locate the web survey from the “Feedback flows” list and click the Settings icon to view the touchpoint deployment.
Customizing a Web Survey Flow
To customize a chat flow, admins can locate the web survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose “Manage flow” to customize the flow.
Please refer to this article for details about how to customize a simple CSAT or multiple-question web survey flow.
Customizing a Web Survey Style and Label
To customize a web survey style and label, admins can locate the web survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose “Manage flow”.
Please refer to this article for details about how to customize and preview a web survey flow style and label.
Renaming a Web Survey
Admins can locate the web survey from the “Feedback flows” list and choose the More Actions button (...). Choose the Rename option to rename the flow.
A pop-up will appear, prompting you to update the name. After confirming by using the Save option, the survey flow will be renamed.
Deleting a Web Survey
To eliminate a flow, admins must locate the web survey from the “Feedback flows” list and choose the More Actions button (...). Choose the Delete option to remove the flow.
A pop-up will appear, prompting a confirmation. After confirming by using the Delete option, the survey flow will be permanently deleted.