Message Survey allows users to create surveys for digital channels such as SMS to collect customer feedback.
This promotes a better understanding of customer satisfaction through the digital channel, with the ability to ask a CSAT (1-5 rating) and open-comment questions in a survey.
Creating a Message Survey
To create your Survey, you can directly create a message survey using survey templates. To do so, access Talkdesk Feedback > Feedback Flows.
Begin by clicking Create flow and selecting Message 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 message survey will be created.
Customizing a Message Flow
To customize a message flow, admins can locate the message survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose “Manage flow” to customize the flow.
Refer to this article for details about how to customize a simple CSAT or multiple-question message survey flow.
Deploying a Message Survey
Note: Refer to this article for details about how to deploy a message survey to an SMS touchpoint.
Viewing Message Survey Deployment
Admins can locate the message survey from the “Feedback flows” list and click the Settings icon to view the touchpoint deployment.
Sending Message Survey
Once the message survey is deployed, it will be sent to users upon the closure of a digital interaction (e.g., an SMS conversation). Users can respond to survey questions one by one. They can also use dedicated keyword commands: replying with EXIT exits the survey flow at any time and lets users start a new digital conversation immediately.
Renaming a Message Survey
Admins can locate the message 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 Message Survey
To eliminate a flow, admins must locate the message 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.