How to create a User Feedback campaign?

Step 1: Post enabling the feature, start creating a feedback campaign.

Step 2: Start by adding the campaign details.

1. Campaign Name: The campaign name should be easily identifiable with the purpose of the feedback campaign being setup. 
   
2. Add description: In this field, add the details[could be segments of the audience, objective, etc.] of the campaigns so you can check back later when you run multiple campaigns and review the purpose.
   
3. Call type: Select the type of calls - Answered or Missed/Rejected calls to enable User Feedback.
   
4. Select number group: Choose the  “Number Group” on which User Feedback will be enabled.
   

Step 3: Let us take the subscription renewal use case scenario to build a feedback campaign.

Add the details and click the “Save” button to create a feedback campaign.

Step 4: On completion of campaign creation success message will appear.

Step 5: The next step is to setup the campaign with the type of survey by clicking on the “+” button.

Step 6: Two options will be available - Call Ratings and Questions, 

Please note: If the Call type is  Missed/Rejected calls in the campaign settings, Call Ratings will not be available since ratings can only happen once a call is picked up to evaluate it qualitatively.

Step 7: The business wants to gauge the agent's performance for the subscription renewal use case. 

“Call Ratings” is selected, and the right navigation opens and prompts to setup the call ratings question. Post that, “Save” the rating question.

Step 8: Post saving the rating question; a success message will appear confirming the same.

Step 9: The business wants to add some survey questions to get qualitative  insights on calling efficiency for the subscription renewal process - they can use the survey questions. 

To setup the survey, click on the “+” button again and click the “Questions.”

Step 10: On selecting “Questions,” the right navigation opens and prompts to setup the type of survey questions:

1. Multi-choice short & Multi-choice long:  This is for setting up short and long surveys with multiple-choice answers, with the only difference being the length of the string of questions/answers.
   
2. Free text: This enables businesses to get more open-ended answers from users that are qualitative in nature. Step 11: “Multiple-choice short” question can be set for the subscription renewal use case to gauge the agent's ability to solve the user problem. Additional options can be added with the “+” button Post that, click on the “Save” button to create the Multi-choice short survey question.

Step 11: “Multiple-choice short” question can be set for the subscription renewal use case to gauge the agent's ability to solve the user problem. Additional options can be added with the “+” button.

Post that, click on the “Save” button to create the Multi-choice short survey question.

Step 12: Post saving the Multi-choice short survey question; a success message will appear confirming the same.

Step 13: For the same subscription renewal scenario, the “Free Text” survey questions can be used in case the business wants open-ended feedback from users. Users will be prompted with a text input field to enter feedback for a question.

Step 14: Post-saving the “Free Text” survey question; a success message will be displayed.

Step 15: Now, use the “Schedule” button to schedule the feedback campaign.

Step 16: Select the campaign start and end date to define the campaign duration. Post that, click the “Schedule” button.

Step 17: Once the campaign is scheduled success message will be displayed.

Step 18: The main feedback campaign status dashboard - will display the campaign status as “LIVE”

• Related Articles

• How to end a User Feedback campaign?

  Click on the “Stop” button on the main User feedback status page to end a campaign. Post that, confirm the action by clicking the “End Campaign” button.

• Can user feedback campaigns be edited?

  Once the user feedback campaign is live, it cannot be edited.

• What are the call type available for User Feedback?

  Currently, businesses can create campaigns with the following call types: Missed / Rejected Calls: Campaign to gauge feedback from users who missed/rejected the call from your verified business. Answered Calls: Campaign to gauge feedback from users ...

• How many feedback questions can be added to a feedback campaign?

  A maximum of three feedback questions can be added to a user feedback campaign. These can be a combination of Call Ratings and Questions[Multi-choice short, Multi-choice long, and Free Text] or either of them.

• Where can I check my User Feedback data?

  User Feedback data is available inside campaigns under the “STATS” tab. Businesses can select the timeline for the reporting and use the export report option to download the user feedback data. The cumulative feedback dashboards are also available ...