Turn Feedback into Action in a Few Steps with Syncfrog
Feedback from your prospects and customers is only good if you are going to do something with it. If you’re using a fully CRM-integrated solution like SURVE, then you can automate actions on responses in your survey solution, but if you’re using a standalone app like SurveyMonkey or Google Forms, a tool like Syncfrog can help you build this kind of integration between the two systems.
One thing we get asked all the time on the Syncfrog team is, “How do we assign tasks to CRM users based on the data we collect in our standalone app?”
Let’s say you have a Customer Satisfaction Score (CSAT) that is less than 50. How do you alert the person in charge of your Customer Success team that there might be a problem? Or, let’s say you have a score of 70 and you want to make sure the owner of that customer record is alerted so they can make a phone call.
A certain user can have a task assigned to them if a low feedback score is provided. In this use case, we can set fixed value and multi-part mapping to have the correct task assigned to the correct person. So in our example, first we are going to ask four questions: 1) about the facility, 2) about the trainer, 3) about the content, 4) about the product. Our four questions will have a task assigned to each manager of the department if they get low feedback.
Again, using our source of either SurveyMonkey or Google Forms, the question type that is best set for this is a mutli-radio question type. This way we can scale the questions and use a range for low feedback. Let’s say anything under the value of four will set our task trigger.
We will map our survey to our CRM as normal using either a generic field for all answers or the preferred method of 1-to-1 mapping (i.e. one question to one field). In addition to the survey mapping, we will set a conditional task for each manager. Our second panel of mapping is for the task object. We will have a condition applied to it. This will be for our facility manager, if they rate the facility less than four on the scale it will assign a task to him.
That’s it! Not so bad, huh? Please send me a note or post a comment below if you have questions.