Non-URL based SMS Survey for Phone (best app?) | Community
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Non-URL based SMS Survey for Phone (best app?)

  • January 20, 2022
  • 8 replies
  • 0 views
Benny11

Hi everyone, 

We're looking to survey our Talk customers after their phone call is done. We want to be able to send an SMS survey text message to the customer, but we do NOT want to send a URL survey link. Instead, we want to survey them with a series of text messages. For example, 

"How was your overall customer experience today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction."

"How well would you rate the agent for their knowledge of your issue today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction."

Has anyone surveyed their customers this way, via text message? It seems that Zendesk can only do URL SMS surveys, so at this point I'm looking for an app that integrates with Zendesk well (including real-time Explore data population that makes sense). 

 

    8 replies

    Dave12
    • Dave12
    • January 21, 2022

    Hi Benny, just FYI I've moved your question to our Troubleshooting and Q&A topic. User Tips & Tricks is for user-generated tutorials and such. Thanks!

    joseph48
    • joseph48
    • January 22, 2022

    Is it possible for me to change the behavior of my SMS trigger to always apply the agent name but sometimes only sometimes?

    Dane13
    • Dane13
    • February 3, 2022
    @Benny
     
    Unfortunately, only the URL survey link is a viable option when it comes to SMS survey that can be done natively. I have also tried to search for a similar app in the Marketplace but there's none. 
     
    @Joseph
     
    For this use case, you must create two triggers. One will be used to always apply the placeholder agent.name when an SMS via trigger is sent and the other one is a contains whatever name/detail you prefer. The second trigger should fire on a specific condition unique to the ticket being handled. This can be a tag.
     

     
    Hope this helps!
     
     
    Kamal13
    • Kamal13
    • November 10, 2022

    Is it feasible for me to change the way of behaving of my SMS trigger to continuously apply the specialist name yet in some cases just at times?

    Anne17
    • Anne17
    • November 14, 2022
    Hello Kamal,

    in this case, you would have to build separate Triggers.
    Michael235
    • Michael235
    • February 3, 2023

    Can I change the way of behaving of my SMS trigger to continuously apply the specialist name yet, in some cases, just at times?

     
    neela
    • neela
    • June 19, 2023

    Is it possible for me to modify the behaviour of my SMS trigger such that it only uses the agent name on occasion?

    J
    • Joyce15
    • August 15, 2023
    Hello Neela,
     
    This question was also asked and has been addressed in this comment. You can consider Dane's suggestion of creating two triggers to achieve the behavior you are looking for.
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