CX - Overview of Feedback System

What is a ‘Feedback’ and why different feedback are required?

Feedback is a folder where you can create different surveys, import transactions, deploy surveys and view the dashboard or report.

The data of one feedback system cannot be moved into another feedback system. If you copy a survey from one feedback to another, then all the logics as well as action alerts created for the survey needs to be created again in the new feedback system.

If as a Business Owner you have different verticals of business, you can create separate feedback systems to view reports specific to your business vertical.

For example, if we consider ITC as a customer using CX. They have various business verticals and each of their business verticals has different target audience. In such scenario, they can create different feedback systems naming FMCG, Hotels, Paperboard and so on.

In each feedback system, they will have specific survey, business hierarchy, transactions and report.

How to create a feedback?

  • Login and Go to Customer Experience Tab
  • Click on the Feedback drop down in the left
  • Click on Create Feedback button
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  • Give a name to the feedback system and click the ‘Create’ button
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How to Add surveys in feedback system?

  • Once the feedback is added, click on Add Survey button
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  • Select the type of survey you want to add, Email or Intercepts
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  • Give the name to the survey and click Add survey button

How to Copy surveys to another feedback system?

  • After adding a survey, click on the Copy link
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  • Select another feedback system and rename your survey
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All the logic and notifications have to be set again to the survey copied in the new feedback system.

How to Rename survey?

  • In the surveys lists displayed, click on the Rename link
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  • Give a new name to the survey and click Update
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How to Delete survey?

  • In the surveys lists displayed, click on the Delete link
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  • Give the confirmation in the pop-up and survey will be sent to the Recycle Bin
  • If you want to restore the survey back, click on Restore the survey will be restored in the list
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How to Edit a feedback?

  • Go to Customer Experience Tab
  • Click on the Feedback drop down in the left
  • Click on Edit Feedback button
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  • Click the edit icon besides the feedback name and give the new name to the feedback
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Can I add survey from Core to CX Feedback?

Yes, the survey from Core can be copied to CX Feedback. This feature is present in Admin settings. Contact our customer representative/account manager, they will do it for you.

To copy survey from Core to CX, you need to have at least one NPS question in the survey created in your Core folder.

Currently, a survey cannot be copied from CX from Core
License

The feature/tools described here are available with the following license(s) :

Customer Experience

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