Post-call surveys provide your business with valuable feedback from customers regarding their experience during the call. They can be used to measure customer satisfaction, or as a basis for identifying reps that need further coaching.
Post-call Surveys are purpose built Call Flows which typically include a Greeting step to play audio, and a Menu or Prompt step to intake user feedback.
- A user must have an Administrator license to create and manage Call Flows
- You must have at least one Call Flow already created
- You must have RingDNA for Salesforce version 1.31 or greater installed.
- Older versions of RingDNA do not include the required fields.
Supported Call Flow Steps
For a Call Flow to be selectable in the
post call transfer option of another Call Flow, it must only contain the following step types:
|Greeting||One common application is to play back audio to survey respondents and greet them as they initiate the survey. Additionally, it is frequently utilized at the end of the survey call flow to confirm that their survey response has been received.|
|Menu||This method is generally employed to present the survey question and offer response options.|
|Prompt||Suitable for presenting both the survey question and response options, especially when there is a need to track more than 12 distinct responses.|
Including other step types will cause the Call Flow to become ineligible as an option.
Create your Survey Call Flow
Surveys can be complex and multi-questioned, but It's recommended to begin with a single question survey if you are configuring this for the first time.
Take note of how each menu step has customized step names instead of the standard labels. This is important for later when filtering your survey response results in Salesforce.
Inside each option, we have included another
greeting step, which is used to thank the caller for the feedback and pass on additional information before the call flow ends the call.
Activate your Survey Call Flow
To enable routing to your Survey Call Flow, navigate to the Call Flow you wish to include your survey on and select your survey call flow in the
Post Call Transfer option.
Access and Visibility
Users will need Read access to the Call Flow and Call Flow Step objects to view survey responses in Salesforce. Your Salesforce Connect User should have Read and Create access to both objects as well.
Custom Report Type
To report on Call Flows and the resulting Call Flow Steps (User Input), a Salesforce administrator will need to create an appropriate Report Type.
- Navigate to Salesforce Setyp
- Type “Report” in the quick find in Salesforce and click on Report Types
- Click New Custom Report Type
- Configure as follows
- Click Next and define the Report Records Set
- Primary Object: Call Flows
- Secondary Object: Call Flow Steps (Each "A" record must have at least one "B" record)
- Click Save
Building your Report
When building your report, you will want to select the
Call Flows and Call Flow Steps report type you just created.
Each Call Flow will have many Call Flow steps, each representing the steps of a Call Flow the caller had reached during their calling journey. For this reason, we will need to filter our report for the Menu or Prompt step we renamed before. This is why it's so important to come up with a good name!
In our example from before, our survey Call Flow used a Menu step named
Experience. We'll add this as our filter. This is where you can also limit your report to only show survey responses based on the time they were submitted. For example, you may want to see your scores only for the previous 90 days or the last quarter.
Let's set up our fields next. Here we want to be able to see which
(Name) a caller originally reached, as well as the
Input option they selected in the survey. We want to add them as a Group so that we can include them in the graph.
Created Date as a Column so we can see when each response was received in the report's detail view.
Here you can see the Graph Options we have configured for this report, which group
Input along the X axis, and
Record Count along the Y axis. Each input is grouped by
Call Flow Name, so we can get an idea of the volume of responses by the originating Call Flow.
Congratulations! You've created both a survey Call Flow and a basic Salesforce Report to view the report.