Sending close case surveys using Delighted and Zapier
A common workflow for case management is sending a close case survey to a customer after a case is closed.
There’s a bunch of survey apps out there, so here we’ll look at how we can integrate with one of them. In particular, we’ll look at integrating with Delighted, which is a popular option. You’ve likely received a survey from Delighted when purchasing from an online storefront, or from an online service provider.
Net Promoter Score (NPS) survey from Delighted
In order to connect Dovetail and Delighted, we’ll use Zapier, which is a cloud-based middleware that ties together many online applications, and allows for creating workflows.
Delighted
Within Delighted, create a new project. You have a few options for the question type (NPS, CSAT, CES, 5-star, Smileys, or Thumbs surveys). I chose a 5-star survey.
More details and examples of each are on the Delighted help pages.
Example:
5-star survey
Delighted has a number of ways to send a survey, including Email, Web, SMS, and adding a Link.
Delighted survey options
I chose Link as my option for how to survey people.
One of the link options is to use Individual score links, which are useful for creating custom widgets to embed in email signatures and footers. This is what we’re doing in this example. So you’ll want the Individual score links, which we’ll use in the email template we send out.
Dovetail – Event Rule when Case is closed
Within Dovetail, we can use an event rule, which will fire when the case is closed and send the email to the employee.
Event Rule
Close Case Survey Message Template
Here’s the Message Template that I used to send an email.
| <!DOCTYPE html PUBLIC “-//W3C//DTD HTML 4.01//EN” “http://www.w3.org/TR/html4/strict.dtd”> <html> <head> <title>How’d we do on your recent case?</title> <style>a img {border: none;}</style> </head> <body> <img src=”https://mycompany.com/logo.png” width=”240″ height=”73″ alt=”company-logo”> <p>Hi %EMPLOYEE_FIRST_NAME%,</p> <p>Your recent case with your HR department has been closed. We’d love to know – how’d we do?</p> <h3>On a scale of 1 to 5 (1=Poor, 5=Awesome), how’d we do?</h3><a href=”https://delighted.com/t/xyzzyplugh/1?caseid=%IDENTIFIER%”> <img src=”https://mycompany.com/images/1.png”/></a> <a href=”https://delighted.com/t/xyzzyplugh/2?caseid=%IDENTIFIER%”> <img src=”https://mycompany.com/images/2.png”/></a> <a href=”https://delighted.com/t/xyzzyplugh/3?caseid=%IDENTIFIER%”> <img src=”https://mycompany.com/images/3.png”/></a> <a href=”https://delighted.com/t/xyzzyplugh/4?caseid=%IDENTIFIER%”> <img src=”https://mycompany.com/images/4.png”/></a> <a href=”https://delighted.com/t/xyzzyplugh/5?caseid=%IDENTIFIER%”> <img src=”https://mycompany.com/images/5.png”/></a><p>As a reminder, the title of your case:<br/>%TITLE%</p><p>We do value your feedback – thanks!</p> </body> </html> |
A couple things of note regarding the template:
- I’ve included a company logo
- I’ve hosted my own images for the 1-5 numbers, so I can have them styles exactly how I want.
- Each of those 1-5 numbers is wrapped in a hyperlink, with my unique Delighted code, with the appropriate 1-5 survey number (Individual score links).
- I’m passing the case id number to Delighted (so we can relate the survey response to the specific case)
- I’ve included the case title in the email, to provide the receiver some context about which case this survey is about
Employee Receives Email
So, when the case is closed, the event rule will fire, and it will send an email to the employee
Email sent to employee
Employee clicks on one of the links
Each of those images is a hyperlink, and the link includes the score.
Alternatively, the email could just be a very simple “Click here to let us know how we did” link, which redirects to the Delighted app, where the user can then pick the 1-5 score, and then asks for more optional info (as seen below)
Additional Comments
Once the employee clicks one of the 1-5 numbers, that navigates them to the Delighted site, records their score, and then asks for more details on why they chose the number that they did.
Additional Comments
Results
The employee’s selected score and notes are recorded in the Delighted app.
So we could simply stop here, and analyze/report on our surveys out of Delighted. They also allow for exporting the raw data to CSV files.
Delighted reports
Push survey responses back into Dovetail
We can also go one step further, and push any survey responses back into Dovetail, into the case itself.
To do this, we can call the Dovetail Log Case Note API.
But, how do we trigger an API call when a survey is received? For this, I’ll use Zapier.
Zapier
What is Zapier? From their website:
- Zapier is the glue that connects more than 1,000 web apps.
- Zaps are Workflows that connect your apps, so they can work together.
- Zaps Start with a Trigger—an event in one of your apps that kicks off your workflow.
- Zaps Automate Tasks in the background
Zapier supports Delighted, so when a new survey is received in Delighted, it will trigger a Zap in Zapier.
A Zap is an automated workflow between your apps.
And a Zap can call a web service. So we’ll have it call one of the Dovetail web service APIs.
Zapier Zap
Every few minutes, Zapier polls for new survey responses in Delighted
When it finds one, it posts to the Dovetail Notes API.
This zap has 2 steps:
- Receive new survey responses
- When one is received, post to the Dovetail API
Zapier Zap
A few things to note:
- The URL will be specific to your Dovetail instance/tenant
- The Basic Auth needs to be a username and password for accessing your Dovetail app. I created a specific dovetail-api user.
- When calling the Notes API, I’m setting two parameters:
- The Message will contain the score the user selected, and their comments
- The Notes Type will be SurveyReceived + the score, e.g. SurveyReceived2 or SurveyReceived5.
Notes Log Type List
In Dovetail, I’ve added 5 new items too the NotesLogType list. When the Zap calls the Notes API, it sets the Type on the Notes log.
This will make it easy to report on the survey scores by reporting on the Notes Log Type.
NotesLogType List
Note in Case Timeline
When the notes API is called, it creates a note on the case with the specific note type and the comments.
Case Timeline (HR app)
and similarly in the upcoming new Agent app:
Case Timeline (new HR app)
Notice how the Note on the case has the Type (Survey Received: 5 stars), and the Comments from the employee.
Notify the Case Owner
As an additional optional nicety, we can fire an event rule when the note is logged to the case, informing the case owner of the survey response.
Creating the event rule is left as an exercise for the reader.
Note Type & Reporting
The Note Type is Survey Received X stars (where X is 1,2,3,4, or 5) so reporting on the survey score using the Note Type becomes easy.
For example, create a report that finds all of the Case Notes where the Notes Type starts with SurveyReceived within a certain time period. You could also group by the Notes Type, and display a chart that shows the breakdown of each score.
Creating the report is left as an exercise for the reader.
Wrap Up
In this example, we’ve used Delighted as the survey tool. There’s a number of survey tools, and many have similar capabilities. So if you’re using a different survey app, likely the process here would be very similar.
And the use of Zapier adds an additional integration point, allowing us to have those survey responses within Dovetail. As I said earlier, this is completely optional, although I do think it rounds out this process nicely.
Hope this helps.
Rock on.
