You’ve sat down with your team and finalized your customer satisfaction survey. It’s perfect. You send it out and a week later log in to see the results.
A customer specifically asked for a manager to contact them to resolve an event, but now several days have passed. Yikes! This delay could’ve been avoided if only someone knew that a customer requested attention. So how can you notify a manager ASAP in the future to prevent this from happening again?
This is when our good friend and partner, Zapier, comes in handy. Zapier allows you to link your SurveyMonkey account to dozens of web applications without needing a coding or developer background.
In this case, you could make sure your manager knows about customer requests through email alerts linked to certain survey responses. All you need to do is use Zapier to “zap” those responses into your Gmail account. Here’s how to link your survey to your Gmail account in 5 easy steps:
Step One: Pick What You Want to Happen
When you log in to your Zapier account, begin your zap by selecting SurveyMonkey as the trigger. Pick Gmail from the second column, then choose Send Email below. Here’s what it’ll look like:
Step Two: Connect Your Accounts
The next steps walk you through connecting your Zapier profile to your SurveyMonkey and Gmail accounts. This is all done within the Zapier interface, so no need to jump between browser windows.
Step Three: Decide When an Email Should Be Sent
Once this is complete, you’ll pick the survey that you want notifications from. The key is to add a custom filter directly below here because this is how to make sure you only get an email when a manager’s attention is requested.
After you’ve tested the survey out, choose the question from the left column and then use the next two fields to specify what answer choice you want to be told about. This is what the the custom filter looks like for the question “Would you like to speak with a manager to follow up on this issue?” with a “Yes” answer:
Step Four: Design Your Email
Now it’s time to denote who gets the email (your manager, in this case), the subject line, and even place the text of what the customer wants to discuss in the message body. (Hint: click on the Insert Fields button on the right to do so.)
Step Five: Test the Zap and Enable It
Test out your zap, and click the final orange Turn Zap On button at the bottom. You’re now all set to handle your customers’ needs for a little extra assistance when they require it, without combing through your survey responses daily.
The possibilities are pretty endless in Zapier. Would you prefer to handle this scenario with your organization’s Zendesk platform? Not a problem! You can create a new ticket in Zendesk when a survey response is submitted. You aren’t limited to email notifications or support tickets either. If you’re using SurveyMonkey to gather emails for your organization’s newsletter, you can set up a zap to create a new contact in your MailChimp list when someone enters their email into your survey.
Now that you have a glimpse into what’s possible, stop by Zapier to see how you can automate your tasks to make better decisions, faster.
How do you use Zapier and SurveyMonkey? Have any questions or comments for us? Give us a shout!