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With 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

• Create a survey: Build your survey from scratch or by template, using predefined survey components.

• Designing and editing the survey: Once on the canvas, you’ll design the survey’s contents, which include the following capabilities:
  • Asking the Customer Satisfaction Score (CSAT) question. 
  • Asking the Net Promoter Score℠ (NPS) question.
  • Asking for open feedback. 
  • Asking for a single answer question.
  • 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.

• 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

All 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.

Save and Publish the Flow.

Simple CSAT + NPS Survey Flow

This flow is considered the best practice flow for customers who want to measure Net Promoter Score (NPS) and CSAT.

Save and Publish the Flow.

Agent CSAT Flow

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.

Save and Publish the Flow.

Multiple Question Flow

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.

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.

Settings - Minimal Call Duration Threshold

The administration has the capability to establish a specific threshold for the minimum duration of a call. This threshold is set as a requirement for an interaction to become eligible for receiving an SMS survey. In simpler terms, the admin can define a minimum time limit that a call must exceed in order for the system to consider it suitable for receiving an SMS survey.

Note: The “Minimal call duration threshold” only supports the simplified deployment method. When a number is deployed using a studio flow, SMS surveys are still sent even if the call duration does not meet the minimum time requirement. 

Number Deployment

Once you’ve designed your flow, from the "Feedback Flows" list page, you’ll see the option for ‘Deployment.’ Click it to open up the administration page, where you can choose the numbers that will trigger the survey to be sent after the call has finished. 

• Admin can select numbers either for inbound calls, outbound or both to make the deployment through a simplified method. Simplified deployment offers a streamlined approach to directly deploying an SMS survey to a specific phone number. 
• The Inbound number can also be deployed through Studio flow. Once it’s deployed in Studio, the admin can view the deployed number and studio flow name, but can’t deploy this inbound number by the simplified method
• Admin can use the “Show selected only” toggle to show all deployed numbers

Note: When an inbound number is deployed both by the simplified and studio method. The SMS survey will be triggered by the simplified method.