TABLE OF CONTENTS



Introduction

This smart alert allows account managers to be alerted via email in real-time when a new Survey Response comes through.




Who can receive these alerts?

In order to receive these alerts the recipients must be users of the CustomerGauge system. (Non users will not receive the alerts and you can view this in the Workflow History section)




Good to know

When multiple rules share the same criteria, the highest priority rule will have priority when opening a case or assigning a case. In that sense, if both rules are triggered for the same record, the lowest priority rule will not be able to make changes to a case if the highest priority rule already opened a case or assigned a case.


As of 08 August 2023, some changes have been introduced to automatic Case Assignment and Alerts:

  • A user will never get more than 1 email alert of the same Alert Type, for the same CG-ID.
  • The New Response rule that opens a case will be the first rule to be executed.



Some Merge Tags are designed to work under certain conditions

Merge Tags used under conditions outside of their original design may not yield the intended results.

  • The Survey Link Merge Tag is designed to work for Survey Suite Surveys only (Use of this merge tag is not recommended in New Response Alerts, since the survey has already been completed).
  • The Drivers (Localised) Merge Tag is designed to work for Survey Suite Surveys only.
  • The NPS Comment Translation Merge Tag is designed to work for Survey Suite Surveys only.




Example Rules

  1. Send an alert to the account manager when a detractor response comes through from a customer segment type X, country is UK and touchpoint is relationship
    • NPS Criteria: Select 0, 1, 2, 3, 4, 5, 6
    • Data condition: Customer Segment "is" X and Country "is" UK and touchpoint "is" relationship
  2. Send an alert to the account manager when a promoter response comes through from the customer segment type that is NOT X
    • NPS Criteria: Select 9, 10
    • Data condition: Customer Segment "is not" X




How do Priorities work

  • Multiple 'New Response' Workflow Rules can be triggered for the same survey completion event. Priorities are used to determine the order in which these rules are executed.

  • The evaluation process begins by checking the conditions of each Workflow Rule, starting from Priority 1 and moving downwards through the list.

  • The first Workflow Rule that matches the conditions and has the Open Case action will open a case and assign it to a user if the assignment is set up. Only one case can be opened per survey completion event.

  • If a matching Workflow Rule without an assignee has a higher priority (closer to priority 1) than a matching Workflow Rule with an assignee, a case will be opened but not assigned.

    • The Workflow Rule responsible for opening the case will receive the highest priority during the handling of the current survey completion event.

    • Once a case is opened and, if applicable, assigned, the system will move to the highest priority and work its way down to determine which recipients need to be alerted.

    • Additionally, any other recipients specified in this rule will receive the email alert set up in this rule instead of receiving it from another rule.

  • Then, we proceed with the evaluation process to send email alerts to the respective recipients, starting with the highest priority.

  • To avoid receiving multiple alerts, no recipient will receive more than one email alert per survey completion event.




How to set up

The alerts comes with the ability to configure the NPS Score, type questions, additional criteria, the segment conditions and the email template to be sent from inside the CustomerGauge Platform.


  1. Navigate to Setting → Workflow Rules.


  2. Click on +New Rule.

  3. Select New Response and them click on Create.

  4. Rule Criteria

    • It is possible to apply trigger conditions to your workflow rule alert based on NPS question, as well additional questions, when using the Survey Suite survey.

    • Data conditions

      • select any segment as a condition for the workflow rule. Any data uploaded matching the values for this criteria will trigger that Workflow rule.
         

    • Comment conditions

    • Has comment: enable this option to receive alerts if the respondent requests to be followed up or leaves a comment.
    • Topic: select a specific topic as a condition to receive alerts when the Feedback AI detects it in a response.
    • Sentiment: select a sentiment as a condition to receive alerts when topics analyzed by the Feedback AI are perceived with the specified sentiment.
       

    • Question conditions

    • choose the type question to use in the rule criteria. You can choose between None, NPS, CES, CSAT, Rating, Check box, Radio and Select box type questions.None
      When this condition is applied any survey suite response will match this criteria.

      NPS
      Net Promoter Score (NPS) measures the overall relationship you have with your customers. After choosing the NPS condition, you will be able to choose a value between 0 - 10 to be a criterion for this rule.

      CES

      CES stands for "Customer Effort Score." A CES question is used to measure the level of effort customers have to put in when interacting with a business or its products/services. After choosing the CES condition, you will be able to choose a question to be a criterion for this rule.

      CSAT

      CSAT stands for "Customer Satisfaction Score." A CSAT question is used to measure the level of satisfaction customers have when interacting with a business or its products/services, and is typically used for Transactional touch points. After choosing the CSAT condition, you will be able to choose a question to be a criterion for this rule.

      Rating

      A Rating question is used to measure any question that requires a scale to answer, but does not fit NPS, CES, or CSAT methodology. After choosing the Rating condition, you will be able to choose a question to be a criterion for this rule.

      Check box

      A "Checkbox" question, also known as an multi-choice questions, is used to gather feedback from survey respondents, where the possible options are pre-defined. They are commonly used in combination with CES, CSAT, or Rating questions to gather the reason for the score. After choosing the Check box condition, you will be able to choose a question to be a criterion for this rule.


      Radio

      A "Radio" question allows you to ask an additional multi-choice question where a single answer can be given. This question is best used when you have a few possible answers, and can be reported on using the Choice Questions Reporting.


      Select box

      A "Select box" question allows you to ask an additional multi-choice question where a single answer can be given. This question is best used when you have a lot of possible answers, and can be reported on using the Choice Questions Reporting.



  5. Actions

    • In the Actions step, you're able choose to Open a case and/or Assign to the relevant Account Manager / Agent for the criteria you configured before. 
      For example: if your alert is for Detractors from NL, you can already Open a case when a new Survey Response from NL with a Detractor score happens. And already assign to the relevant user. The actions are completely optional.


  6. Email Alert

    • Add the email address(es) of the recipient(s) that should be notified when a New Response happens for records matching the configured Conditions.

    • Email Action Type: Select "Update Case on Response Page" to receive an alert email that redirects to the CustomerGauge system's Response Page or select "Quick Status Change On-the-go" to be redirected to a page to quickly update a case's status.


    • Recipients: add one or multiple users to the list. You can also use Merge Tags to send to your users. Your system segments are available as merge tags, you can check the list in System Admin → Field



      Recipient Merge Tags: For merge tags in the recipients list to work, the data in that segment must be populated with a single, valid email and the recipient must be an 
      activated user.



    • Email Subject: the email subject come pre-filled for easy of use. Change the content or add merge tags if you'd like.  


    • Email Content: the email content come pre-filled for easy of use. Change the content or add merge tags and you company logo if you'd like.




    • NOTE: The merge tag for adding "additional questions" (radio, additional comment, checkbox, etc.) to your email body is "Questions".


  7. Activation

  • Name your Workflow Rule in the Rule Name field in a manner that you can easily identify the rule later on. We recommend giving a descriptive name.




  • Choose to Activate this new workflow rule upon saving, or Deactivate it if you'd first like to make sure your teams are equipped to handle the alerts when they receive it.
  • Click on the Save button, and you're all set up!
  • Want to stop receiving / sending Non Response notifications? You can deactivate the rule or hit the Delete button from the overview in the Workflow Rules


Actions

To access the list of actions you need:

1. Navigate to Workflow Rules.


2. Find the Rule you want and click on Actions (3 dots) and then click on action you want to perform.

Edit: edit a rule.

Clone: create a clone of rule.
Deactivate: deactivate a rule.
Delete: delete a rule.

Change Owner: change owner of rule.



Priority


The priorities can be checked by looking at the Priority column or the order in which the campaigns are displayed. The campaign at the top has 1 as its priority, which is the highest.


You can change the priority order by clicking (3 dashes) and dragging the selected rule to the priority you want.




History


A rules history can be accessed navigating to Workflow Rules → History.


In the rules history page you will have access to a list of all rules generated for the selected type from the last 90 days.

Search: You are able to search Reference, Rule Name and Recipient columns, the search will look for matching results across all pages.