CSAT surveys are powerful tools for gauging the overall happiness of your customers. In Aptly, you can send a CSAT survey when you archive a conversation, in an email signature, and at any stage of a workflow.
How to Set Up a CSAT Survey
CSATs in Aptly are simple, one-question surveys that ask customers to rate their overall satisfaction with the service they received.
To turn on CSAT surveys, head to Settings > Review Management.
- Toggle Review Management ON.
- To send surveys on conversations, click the checkbox next to Enable On Conversations.
- Choose the type of review - CSAT or NPS, along with the Visualization (Numbers, Stars, Emoticons)
How to Send a Survey from the Inbox
To send customers a survey from the Inbox, ensure a few settings are enabled before expecting survey responses.
- Enable on Conversations should be checked.
- Choose the Review Type and Visualization.
- Select Enabled Contact Types.
- Ensure that contacts in your directory have an assigned Contact Type.
Once these are all enabled, a survey can be sent from the Inbox when a conversation is archived.
How to Send a Survey from a Board
To send a survey on a board, you’ll first need to add the board to the Review Management page.
Then, you’ll need to go to the Board and open Manage Stages. You can get to Manage stages in 2 different ways.
- Click on Card Settings in the Board Settings Menu on the left. Then, click on Manage Stages.
- On any stage, click on the 3 vertical dots and select Manage Stages.
To enable reviews for a stage, simply mark the checkbox for the stage where you’d like to send reviews. Then, click Save.
How to Read Submitted Reviews
When reviews are enabled and a new review is submitted, a Reviews board is automatically created in the Other folder of your boards menu. Each completed review appears as a card on the board, displaying the review details and any comments.
The first stage, New Review, should not be changed or removed. All new reviews will be created in that stage.
Suggested Communication Templates
Here are 2 examples of communication templates that you can send to customers directly from the Reviews Board. It’s possible to add stages for Positive and Negative reviews with automations to send an email to the customer for a Positive or Negative Review. You can add any merge fields that you deem appropriate when you get to the Communication Template Editor.
Positive Review Communication Template
Hey there, {{firstname}}!
I wanted to take a moment to thank you for your recent positive feedback.
You know, we really do take pride in improving your experience and it's encouraging to hear we're accomplishing that with you.If you haven't already, it would really mean a lot to us if you could share your experiences with others on our Yelp or Google Reviews pages. I linked them in this message.
Big thanks again, {firstname}}!
{{activeUserName}}
Negative Review Communication Template
Hi {{firstname}},
It's come to our attention that you've had a recent poor experience with {{company}}.
I just wanted to take a moment out of my day to acknowledge your feedback and apologize on behalf of the business.
We really do strive to make sure our residents are happy and treated with respect and stellar customer service. Your sentiment is truly important to us and I'm sorry we dropped the ball, {{firstname}}.
Please let us know if there is anything further we can do to resolve any outstanding issues or what we can do for you in the future to improve your experience. You can trust we will prioritize your needs considering our recent misstep.
Sincerely,
{{activeUserName}}