Table of Contents
Introduction
After resolving a case, you can send a survey to receive immediate feedback from the customer who will evaluate your performance based on their experience using Marley Chat!
Survey Functionality
When you send a survey, the customer receives a text message that asks:
"How would you rate your experience with [Carrier Name] on a scale of 1 (awful) to 5 (excellent)?"
After customer responds, Marley sends a follow up question asking for feedback to know what went well or did not go well. Based on the number your customer rates their experience, here are our pre-canned responses:
if 5 - Great! What did we do well?
if 4 - Thanks for your feedback! Anything we can improve?
if 3 - Sorry we didn't meet your expectations. How can we improve?
if 2 - Sorry we didn't meet your expectations. How can we improve?
if 1 - Sorry we didn't meet your expectations. How can we improve?
Adjusters will see a gray notification message when an end user is engaged in a survey workflow. This enhancement improves workflow visibility and reduces friction during surveys, providing a better overall experience for adjusters and policyholders.
Responding to Surveys
When a policyholder responds to a CSAT survey with an option outside the standard 1-5 scale, they automatically exit the survey. Their response is treated as a normal inbound message, ensuring the adjuster receives it directly. This allows the adjuster to address any additional questions or concerns the policyholder may have in a timely and personalized manner.
This process ensures that policyholders can seamlessly connect with their adjusters if they have comments or inquiries beyond the scope of the CSAT survey. It supports an efficient workflow while maintaining high levels of customer satisfaction.
Exiting the Survey workflow
Once a survey is sent, the policyholder can exit the survey at any time by sending an inbound message that contains anything other than a number from 1-5.
An adjuster can also send another outbound message after a survey is sent, even if the policyholder has not yet responded to the survey. The policyholder will not exit the survey workflow though unless the respond back with a response that is anything other than a number from 1-5. There is no timing component of the survey, so a policyholder can take as long as they choose to respond to a survey or can exit the survey at any time.
Survey Notes
- The survey rating and survey feedback questions and responses are not displayed on Chats and transcripts
- Only 1 survey may be sent per case
- When a survey has been sent, the following immediate response from the customer is noted as the survey response. Its a good practice to set expectations with the customer before sending a survey and also waiting to send the survey till all conversations are complete.
How to Send a Survey
You can send a survey via the Chats and Cases modules:
In the Chats module select the conversation where you want to send the survey
- Click Actions Menu
- Select Send Survey
- Click Send in the pop up
In the Cases module:
- Identify the case where you want to send the survey
- From the Actions drop down on that case, select Send Survey
- Click Send on the pop up
How to View Survey Feedback
Survey results are captured on the Profile section of the Operators.
To see rating and feedback results, go to Profile > Customer Feedback
Survey responses from policyholders can be automatically translated into the language of the associated case, making it easier for users to read and understand feedback. The original response is still available for reference, ensuring no context is lost.
Survey Automation
Integrated solution
Hi Marley supports webhooks that will post case data as a JSON payload during specific case events to a designated HTTP(s) Address; more specifically (Gray) Inline messages that appear just to the adjuster in Chat workflows via the Hi Marley Case Events Webhook, [Event 23].
The following Survey Events that will trigger an update to the Integrated Carrier via this webhokk for Survey related events are:
-
survey.initiated
The Hi Marley Survey has been initiated -
survey.exited
The Contact has exited the Hi Marley Survey workflow -
survey.complete
The Hi Marley Survey workflow has been completed
The Integrated Carrier can ingest these events, then leverage the Hi Marley Survey API to Send a Hi Marley Survey for the defined CaseId sent in the request.
An example flow:
Programmatically/automatically execute the Send Survey API when CaseId correlated to Survey contains a non-complete Status AND days greater than n.