Description
Feedback is a great way to gain feedback on your company's services. It is an essential tool to help some of the vital teams within your organization, to name a few: the Service Desk, Helpdesk, Customer Support teams, and Customer Success teams, to get more feedback from customers and staff.
How to access it
To access the Feedback signature element:
- Open the signature (in the Signature Designer) to which you wish to add the Feedback element.
For more information, see how you can select a signature to edit.
- From the left-hand side toolbox, expand Feedback.
Please click on the required options listed below to go through the detailed description:
Adding a Feedback element to your email signature
To add a Feedback element to your email signature:
NOTE: You can add two types of Feedback blocks to your signature:
- CSAT: This means Customer Satisfaction; it measures how happy the customer is with the product, service, or support interaction.
- NPS: This means Net Promoter Score; it is a metric for assessing customer loyalty for a company’s brand, products or services. You calculate your NPS using the answer to a key question, using a 0-10 scale: ‘How likely is it that you would recommend [brand] to a friend or colleague?’ This is called the Net Promoter Score question or the recommend question.
- CSAT: This means Customer Satisfaction; it measures how happy the customer is with the product, service, or support interaction.
- NPS: This means Net Promoter Score; it is a metric for assessing customer loyalty for a company’s brand, products or services. You calculate your NPS using the answer to a key question, using a 0-10 scale: ‘How likely is it that you would recommend [brand] to a friend or colleague?’ This is called the Net Promoter Score question or the recommend question.
- Open the required signature template within the Signature Designer.
The steps described here assume that you have already created a signature template. For more information, see how you can create an email signature.
- From the left-hand side toolbox, expand the Feedback. Drag and drop the required block onto the signature/gridded background.
Example:
Once you drop the block onto your signature, you can set its visibility to suit your organization's requirements.
Adding a Customer Thermometer to your email signature
Before you add the Customer Thermometer element to your signature, learn more about getting started with Customer Thermometer and the value of 1-click surveys in email signatures.
You can add a Customer Thermometer to your email signature by using any one of the two methods described below:
You can add a Customer Thermometer to your email signature by using any one of the two methods described below:
- Steps to add the Customer Thermometer to your email signatures in the Exclaimer Signature Designer:
- Option 1: You can link your Customer Thermometer subscription to your Exclaimer subscription via an API key, or
- Option 2: You can paste the customer thermometer survey into the Exclaimer Signature Designer.
Option 1: Link your Customer Thermometer subscription to your Exclaimer subscription
Follow these steps to add a Customer Thermometer to your email signature via an API key:
NOTE: If the Customer Thermometer element is not visible within Feedback, please raise a request with the Exclaimer Support team to enable it for your subscription.
- Drag and drop the Customer Thermometer element onto the required signature design.
Example:
The Customer Thermometer window is displayed:
- To create a Customer Thermometer account, click Go to Setup.
Customer Thermometer currently requires a separate account to allow access to the additional customization and analytics that are made available for customers with a Pro plan.
- In the space provided, enter your Customer Thermometer API key, then click Connect.
NOTES:
- The API Key links your Customer Thermometer subscription with your Exclaimer subscription.
- You only need to link your account once. By default, the entered API Key is always connected.
- Once the API key has been successfully connected, you will see a list of all your customer thermometers (which you designed in the Customer Thermometer UI) in the drop-down list.
- Select the required Customer Thermometer you wish to add to your email signature (or click Create new to create a new customer Thermometer in the Customer Thermometer user interface).
- Based on the Customer Thermometer you select, the HTML contents (icons and survey text) will change accordingly.
- By default, Embed images is selected.
The maximum size of the image you can embed is 150KB.
- Click OK to save the template and close the window.
You can now view the Customer Thermometer in the preview pane:
Option 2: Paste the Customer Thermometer survey into the Exclaimer Signature Designer
Follow these steps to paste the Customer Thermometer into the Exclaimer Signature Designer:
NOTE: If the Customer Thermometer element is not visible within Feedback, please raise a request with the Exclaimer Support team to enable it for your subscription.
- Drag and drop the Customer Thermometer element onto the required signature design.
Example:
The Customer Thermometer window is displayed:
- To create a Customer Thermometer account, click Go to Setup. Customer Thermometer currently requires a separate account to allow access to the additional customization and analytics that are made available for customers with a Pro plan.
- Paste the Customer Thermometer survey text and icons (which you designed in the Customer Thermometer UI) into the space provided:
- By default, Embed images is selected.
The maximum size of the image you can embed is 150KB.
- Click OK to save the template and close the window.
You can now view the Customer Thermometer in the preview pane:
Defining Feedback Visibility properties
To define Feedback Visibility properties:
- By default, the Feedback border is selected.
- From the right-hand side, Properties pane, select the required Visibility properties.
Example:
Visibility properties determine the circumstances under which the selected survey should/should not be displayed:
Always visible | By default, Always visible is selected. This means that the chosen survey will always be visible in the signature. |
---|---|
Auto-hiding separator | Select this option where multiple fields are defined on a single line (example: Address {Field} elements), separated by a character (such as a comma or a pipe); and you want to hide separators if no user data is present. |
Visible when | Select to define the conditions when the chosen survey needs to be visible on the signature. |
Deleting the Feedback element
To delete the Feedback element:
- In the signature template, select the border of the survey.
- From the right-hand side Properties pane, click DELETE.
Example:
The selected survey is deleted from the signature template.
- Don't forget to click SAVE CHANGES to save the changes made to your signature template.
Sending an email with the survey
Sending an email with the survey and what happens when the recipient rates the survey:
- When you send an email, the survey block you dragged on to your signature template is displayed in your email.
Example: - In this example, each star includes a link referring to the sender's name and the email address where it was sent from - the same attributes included at the time of Exclaimer integration.
- So, when the recipient clicks on a star, they receive a Thank you for your response page stating the star number clicked and requesting feedback on their response. If the recipient enters a response, they receive another email stating their feedback.
Example:
NOTE: Currently, you cannot change the format (this includes text, colours, alignment, logo, language, and so on) of the Thank you for your response page. - Once the recipient submits the comment, it is recorded in the Feedback Analytics screen.
- In Feedback Analytics, Email Alert Notifications tab, you can enter multiple email addresses stating who will receive the response notifications separating them by a comma or semicolon. If you do not wish to receive response notifications, then leave the relevant field blank. For more information, see Response notifications.
Next steps: Once you have added the Feedback block to your signature, you will start to receive feedback from the recipients. You can view the responses on the Analytics Feedback screen.