Workflow
This is the Guide to setup closed feedback loop system with Qwary.
Workflows are starting point for creating followup with your customer and acting on the feedback. You will define trigger conditions of the follow-ups, like whether the customer was a detractor or not satisfied with the product/service. Closing the feedback loop is a proven way of converting detractors into brand promoters. It's a great way to achieve higher customer retention and reduce acquisition costs.
2. Click on Create New
3. Type Workflow Name
We have an event-based survey Trigger. Soon we will launch schedule-based trigger.
4. Click on Create
5. Click on Add Trigger
6. Search Survey from which you want to set Trigger of this workflow
7. Click on Create
8. Click on CONDITIONS…
Now define trigger conditions
9. Click on ADD NEW
10. Click on Filter By Question
Filter By Question: You can even use triggers to respond to a question within the survey.
Filter By Variable: You can trigger the survey variable. The survey variable is the information you passed to us about the customer, like traffic referral, product purchase, business location, and more.
Filter By Response Metadata: Trigger on contact profile like a subscription plan. Filter By Collector: Trigger on email survey vs. SMS survey vs. web survey Filter By Entities: Trigger on what customers mention in open-text questions or video responses.
11. Continue creating condition
12. Click on DETRACTORS
13. Click on Is One Of
14. Click on APPLY
15. Keep Adding New Conditions
For this use case, we are focusing on following up with detractors. You can add more trigger conditional criteria for your use case
16. Click on Add Task
The task is work that will be performed when the workflow is triggered.
17. Task Options
Email Notifications: If you want to be notified via email
Ticket: Qwary offers a native ticketing case management system as well. You can ditch the subscription to Zendesk or Freshdesk.
Create Contact: You can create a contact profile in Qwary as a Task follow-up.
Google Sheet: To copy survey responses to a google sheet and follow up.
Zendesk Ticket: To create a support ticket in Zendesk.
Freshdesk Ticket: To create a support ticket in Freshdesk.
JIRA: Create a user story/bug in JIRA for your support team or product team to follow up.
Hubspot: Synch feedback with Hubspot CRM to keep your sales and marketing team informed about customer health and follow-ups.
Mailchimp: Adding a customer to follow up Email sequence.
Slack: Involve your team members by posting customer issues in the slack channel and building awareness within teams & breaking team silos.
18. Click on Zendesk Ticket
19. Click on Mailchimp…
20. Click on Connect
We will use Qwary's Native Ticketing system for this use case.
21. Click on Low
Set Ticket Priority
22. Type Ticket Name
23. Click on ASSIGN To
We can assign the ticket to a team member to lead customer issue resolution.
24. Enable Notifications
To notify assigned team members about new ticket
25. Map Customer Rating
Log customer's rating in the ticket for issue resolution
26. Map customers comment on to the Ticket
27. Click on ADD CHOICE
You can create more Ticket fields by clicking add choice.
28. Type "Point of contact"
29. Click on ADD
Add the Root cause of the customer problem if there is a trend.
30. Update To-Do List
Add a ticket todo list for the support team to work on when assigned to the ticket.
31. Click on SAVE
We have completed designing the workflow for closing the feedback loop with the customer. Similarly, you can create follow up in Zendesk, Freshdesk, JIRA, Slack, Mailchimp, Hubspot, etc.
Congratulations 🎊 🎊 🎊
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