Salesforce survey can help you to enrich your customer data

Enriching your customer data with surveys for Salesforce

Why use a Salesforce survey?

One of the best sources of data is going directly to your customers. Often, the most effective way to collect this info is through surveys. Surveys allow us to ask specific and direct questions. They can inform us on customer preferences and trends. Surveys can also give us insight into ways we can direct our R&D, gauge our level of customer service, or even enhance our company’s operations.

What are some drawbacks of surveys for Salesforce?

While surveys act as a great source of data, they can be prone to certain drawbacks. For example, population size can dictate the success or failure of a survey. If there are not enough respondents, data can be skewed and show different results than the truth. Then there is the challenge of enticing people to fill out a survey. If people are rewarded for taking a survey, it may entice customers to take your survey. On the other hand, it may also lure people to take the survey solely for the reward and in doing so provide incorrect or unthought-out feedback. This means it is important to have the survey targeted to the correct people so that it can provide accurate, useful, and actionable data.

Response rate and ease of use for customers: Why is it so important? 

In today’s age of tech, people can’t stand being bombarded with spam, or filling out “needlessly” long and tedious forms. That means, it is equally important for surveys to be short and direct, to make it as easy and non-intrusive on the respondents as possible. Furthermore, surveys should be easily accessible and provided from a reliable source. Thus allowing respondents to trustingly provide their feedback with minimal effort.

Enriching your customer data with Titan by utilizing surveys for salesforce – Step by step process:  

Titan provides Salesforce users with a new way to collect customer data through surveys with minimal customer interaction, as well as integrating surveys for salesforce directly into your emails. Using Titan with Salesforce you can automate emails to targeted recipients resulting in efficient and effective data collection. That data can also instantly and seamlessly pair with Salesforce. Here we have a step by step guide for how to build a Titan form, to pair with your survey for Salesforce.

Step 1: Creating base form.

Create a new form and add the elements. In this instance, we will use hidden elements for Lead ID and the Rating.

Step 2: Configure Push Integration with Salesforce.

Here we will configure our Push to update our rating field in Salesforce. Select add object and choose “lead” as our object, and “update” action. Finally, select “Use in custom button / action” which will allow the Push to run when a selection is made.

Step 3: Conditions.

We will now set our conditions. Click on “set conditions”, here we will have our Lead ID equal our Lead ID field.

Tip: select “Record ID Mode”, this will allow the “update action” which is based on the “object record” to run faster.

Step 4: Rule Condition

Open “Rule condition” and click on “set conditions”, select “rating” for our form field and “is not empty” for the condition.

Step 5: Map fields.

Select “Map fields” then “Set Mapping”. For a quicker search, utilize the filter and type in “rating” this will bring up the ” rating” mapping field. Choose the form field “rating” to send the data from the form to Salesforce.  

Step 6: Set form conditioning.

First, we will set conditioning on Lead ID. Click on the “Lead ID” element, choose conditioning on the right-hand side, and click on “Set Conditions”. Select If “current field” “is “not empty”. Click the plus symbol on the right to add a second field. Choose the “rating” field “is not empty”. Click the post drop-down list and choose “and” to have both conditions needed to be met.

Next, we will set our conditions on “rating”. Click on the “rating” element. Choose conditioning on the right-hand side, and click on “Set Conditions”. This will allow us to set values for the rating that will redirect us based on the user’s choices. Here we have set 3 rules that will allow the form to redirect based on a 1-3 Likert (1 being lowest for our case). Click on the tab labeled “click to configure results”, find “redirect”. Click on “configure”, this will need to be done for all 3 rules individually and will allow us to set a custom redirect based on each rule. In this case, depending on the value, the user will be redirected to a specified URL.

Step 7: Utilizing Salesforce 

Set up an Email template using a similar Likert scale as defined in the ratings rule.

Set up email alerts. In this case, we are basing it off of leads. 

Finally, create your Process in Salesforce to send out the emails to your selected recipients. In this case, we are using leads who are changed to “working-contacted” under “lead status”.

In short, this process allows for an automatic email survey of your creation to be sent out to the desired recipients. Furthermore, it offers a quick and painless way for recipients to give you direct and instant feedback that updates in Salesforce.

Salesforce Guide:

Salesforce Email Templates:
https://help.salesforce.com/articleView?id=sf.email_templates_landing_page.htm&type=5

Email Alerts Action:
https://help.salesforce.com/articleView?id=sf.customize_wfalerts.htm&type=5

Process Builder:
https://help.salesforce.com/articleView?id=sf.process_overview.htm&type=5

Salesforce and surveys:
https://www.salesforceben.com/salesforce-feedback-management-vs-salesforce-surveys/

Salesforce Survey Building Guide:
https://help.salesforce.com/articleView?id=sf.concept_salesforce_surveys.htm&type=5

Further Readings:
About service response rates:
https://surveyanyplace.com/average-survey-response-rate/

Detailed Pros and cons of surveys:
https://www.cvent.com/en/blog/events/advantages-disadvantages-online-surveys

Importance of surveys (for marketing):
https://www.business.com/articles/the-importance-of-survey-data-in-marketing/

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Check video how it Works

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