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Talkdesk Feedback: Flow Builder

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image4.pngWith Feedback Flow Builder, you can seamlessly build dynamic, multichannel, automated surveys without the need for code or additional professional services. 

The Flow Builder, focused on the SMS channel initially, will help customers create mechanisms for listening to their consumers so that they can gain insight and understanding into the customer journey, eventually across more channels. 

 

Creating and Deploying the Survey

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  • Create a survey: Build your survey from scratch or by template, using predefined survey components. Once on the canvas, you’ll design the survey’s contents, which include the following capabilities:
    • Asking the Customer Satisfaction Score (CSAT) question. 
    • Asking for open feedback. 
    • Adding conditional logic for survey branching.
    • Ending the flow.
      • Acknowledge that the feedback was received with a “Thank you” message for consumers taking the survey.
  • Administer flows: See a list of flows in order to create a new one, edit an existing flow, or deploy the published ones.
  • Attach flows: Configure survey settings from the Feedback Flows list page to attach the survey flow to the selected Talkdesk phone numbers. 

Now you can access the survey and their respective reports, using:

  • Live Feedback Stream: See the dynamic surveys' results on the Live Feedback Stream and understand survey performance (via metric summary and corresponding filtering):
      • Increased understanding of customer satisfaction, customer health, and action on resolving problematic areas.

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  • Feedback Flow Report: See the raw data of your dynamic surveys' in Explore reporting:
      • Increased understanding of suppressed messages, and all survey activity.

 

Low Configuration Reporting Features

image5.pngAll data collected through the survey will impact reporting capabilities. Certain metrics, such as CSAT and Net Promoter Score (NPS), need to be “tagged” in the system. This is so scores tied to those specific metrics can be calculated and reported on properly.

Every supported question type must be “tagged” in the system, in order to leverage or categorize that field for reporting purposes. Here are some examples:

  • Rating questions (like CSAT and NPS) that are categorized as KPIs will be used to fuel the aggregated metrics at the top of the Live Feedback Stream.
  • An open feedback question type can later be used for Sentiment and Intent analysis in order to understand key themes in your unstructured data.
  • A CSAT question categorized as pertaining to the Agent will be routed to Talkdesk Performance Management for leaderboard reporting.

 

Use Cases: Feedback Flow

Simple CSAT Flow

This simple flow is intended to measure CSAT. We recommend this practice flow for those looking for a simple survey (template) to start out with.

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Component

Component Name

Message Text

CSAT

Overall CSAT

“On a scale of 1 (least satisfied) to 5 (most satisfied) please rate your overall experience. To opt-out please reply STOP.”


Notes: 

  • Designate this question as the KPI.
  • Tick the “Agent” categorization checkbox.

Open Feedback

Additional context

Please provide more details about your experience or tell us how we can improve.”

Flow End

Thank you

“Thank you. We take your feedback seriously and appreciate your time.”

Save and Publish the Flow.

 

Agent CSAT Flow

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This simple flow focuses on understanding customer satisfaction with their interaction with Agents. 

We recommend this practice flow for those looking for a simple survey (template) to start out with.

Component

Component Name

Message Text or Condition

CSAT

Overall Agent CSAT

“On a scale of 1 (least satisfied) to 5 (most satisfied) please rate how helpful and friendly the agent was. To opt-out please reply STOP.”


Notes: 

  • Designate this question as the KPI.
  • Tick the “Agent” categorization checkbox.

Conditional

If low CSAT, provide context

If Overall CSAT > less than > 3:

  • Connect to the next Open Feedback component.
  • Exit 2: Connect to the Flow End component.

Open Feedback

Agent context

“Please provide more details about your experience or tell us how we can improve.”

Flow End

Thank you

“Thank you. We take your feedback seriously and appreciate your time.”

Save and Publish the Flow.

 

Multiple Question Flow

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Flow Builder allows you to create multiple questions in your surveys. 

For post-call interaction surveys, we recommend keeping them brief, i.e. asking a maximum of 2 to 6 questions, in order to receive the best possible response rates and feedback quality.

Component

Component Name

Message Text or Condition

CSAT

Overall Agent CSAT

“On a scale of 1 (least satisfied) to 5 (most satisfied) please rate how helpful and friendly the agent was. To opt-out please reply STOP.”


Note: Designate this question as the KPI.

Conditional

If low CSAT, provide context

If Overall CSAT > less than > 3:

  • Connect to the next Open Feedback component.
  • Fallback exit: Connect to the Agent CSAT component.

Open Feedback

Additional context

“Please provide more details about your experience or tell us how we can improve.”

CSAT

Agent CSAT

“On a scale of 1 (least satisfied) to 5 (most satisfied) please rate how helpful and friendly the agent was.

Note: Check the “Agent categorization” checkbox.

Conditional

If low CSAT, provide context

If Overall CSAT > less than > 3:

  • Exit 1: Connect to the next Open Feedback component.
  • Fallback exit: Connect to the Agent CSAT component.

Open Feedback

Agent context

“If your experience wasn't satisfactory, please tell us how we can improve.”

Flow End

Thank you

“Thank you. We take your feedback seriously and appreciate your time.”

Save and Publish the Flow.

 

Important Notes:

  • Please note that metric questions with an “Agent” categorization have their answers funneled to Performance Management and to relevant reporting solutions.

  • Designating questions as “Key Performance Indicators (KPI)”  will fuel Live Feedback Stream’s summary strip reporting capabilities.

 

Flow Administration Features

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In addition to all the dynamic options surveys will now offer, you can also choose to implement the Frequency Cap. A frequency cap for SMS Surveys can be set to restrict surveying callers within a defined amount of time. This is configurable by number of minutes, hours, or days.

 

Attaching Survey Flows to Calls

image8.pngOnce you’ve got your flow designed the way you want, from the Feedback Flows list page, you’ll see the option to ‘Manage Numbers.’ Click on this option to open up a side panel where you can choose the numbers that will trigger the survey to be sent after the call has finished. 

 

Important Notes:

  • SMS Surveys support the ability to trigger surveys after inbound or outbound calls, made to or from the Talkdesk number you attach it to from the list.
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