Use Salesforce Surveys to gather customer feedback at the end of a chat session. You can add a post-chat survey to a chat window that's added to a community or a website. Customers provide feedback within the chat window. Required Editions Available in: Lightning Experience
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Amp Up Your Surveys
Ursa Major Solar has been using Salesforce Surveys for a while. Their post-case feedback survey has provided the management team critical insights about customer satisfaction. But this survey was only sent to customers who raised cases via their website or emails.
Create a New Trailhead Playground
For this project, you need to create a new Trailhead Playground. Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes to create a new Trailhead Playground.
Get On Board with a Permission
Maria needs nothing more than a simple permission to start using Salesforce Feedback Management. She decides to create a permission set and assign it to herself. Later on she can assign the permission set to other users in the org who also create surveys.
Put the New Capabilities to Action
Maria is all set to get cracking. She plans to create a two-question survey, which will fit perfectly within the chat window. She wants to include merge fields within the survey.
Verify Step
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
Automate feedback across various journeys
Create Lifecycle Maps to account for different types of employee, customer, or partner journeys. Customize each journey by identifying the key stages of interaction where feedback is most valuable and align specific surveys to those moments of interaction.
Instant feedback ensures accurate results
With Salesforce Feedback Management, customers don’t have to leave the chat window to provide feedback. Post-Chat Surveys reduce the need for the survey taker to recall information, ensuring that you’re gathering accurate feedback.
Gain deeper insights with rich analytics powered by Tableau CRM
Take a deep dive into responses by comparing questions within a single survey and across surveys. Analyze how different parts of your business are performing based on trending topics. See trends across your predefined journeys and stages in Customer Lifecycle Maps. Know when to edit and update surveys based on response and engagement rates.
Design flexible, meaningful surveys right in Salesforce
Create surveys that look and feel like your brand right in Salesforce. Various question types help you get the information you need, including powerful metrics like CSAT and NPS.
Send surveys at the optimal points of interaction
Automate survey sends based on customer, employee, or partner interactions. Embed surveys across all your business functions such as service, sales, and marketing. Create one-click response surveys that can be embedded directly in emails.
Enrich the view of the customer
Personalize survey journeys with advanced logic to drill down into specific topics. Leverage branching logic to only ask questions that are applicable to the survey taker.
Analyze survey data in context
Real-time results populate directly in Salesforce for quick and easy analysis. Leverage feedback insights in reports and dashboards to understand feedback data in context of everything else you know about your customers, employees, and partners.
Set Up a Survey for Web Chat Feedback
Ursa Major Solar has a chat window embedded on their website. Maria had set up web chat a few years ago while implementing Service Cloud for Ursa Solar Major’s support team. Back then she only associated chats with the Contact record of the customers.
Allow Website to Iframe Surveys
The address of Ursa Major Solar’s website is https://www.ursamajorsolarexample.com. This website must be allowlisted by Maria. Once a website is allowlisted, surveys can be hosted within the chat window embedded on the website.
Set Up Web Chat
Maria is excited to use the guided Chat setup flow. The guided flow will help her set up web chat within minutes.
Select a Post-Chat Survey
Finally the moment has arrived for Maria. She is one simple step away from setting up web chat to gather post-chat feedback. The guided setup flow automatically creates an embedded service deployment. She just needs to select the post-chat survey in the embedded service.
Viewing Post-Chat Feedback
A survey invitation record is created every time a customer decides to provide feedback. A response record is created after that customer submits the survey. The invitation and response records are associated with the Case record that is created for the chat session.
Better Participant Experience and Improved Org Integration
Mission accomplished. Maria has set up a survey to gather post-chat feedback without writing a single line of code. Along the way, she also created a dedicated survey to gather post-chat feedback. The survey contains merge fields that provide Ursa Major Solar’s customers a personalized experience. She also created two survey data maps.
Resources
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
Where Do I Start?
Designing and Building A Feedback Mechanism
- We know that, as an admin, you make tweaks often, and the questions you might want to ask evolve quickly. That’s why we’ve made the guidelines flexible and customizable. You’ll find many different UI elements that you can include in your feedback component, such as star rating elements, radio-button groups, multi-choice checkboxes, and more. Different combinations of th…
Using Feedback to Drive Adoption, Productivity, and Success
- One of the biggest benefits of collecting In App Feedback is the ability to hear from more users than you would be able to through a focus group or team meeting. However, the volume of responses may make analysis seem overwhelming. Leverage reports and dashboards to ensure feedback is heard and acted upon. At Salesforce, we built an In App Feedback mechanism to me…