GoTo Connect Surveys

In today’s competitive business environment, customer feedback is essential for improving service quality and maintaining strong customer relationships. GoTo Connect’s Survey Feature, available with the Customer Engagement Pro license, enables businesses to collect valuable insights through automated post-call surveys.

Effective customer engagement goes beyond simply resolving issues—it requires continuous feedback to identify strengths, uncover pain points, and refine service strategies. With GoTo Connect’s survey capabilities, businesses can automate the feedback collection process, ensuring timely and accurate insights into customer interactions. 

Whether through Follow-Up Surveys for immediate post-call feedback or Custom Surveys for more in-depth analysis, these tools empower organizations to enhance customer satisfaction and agent performance. Additionally, built-in reporting and analytics provide actionable data, allowing businesses to make informed decisions that drive service improvements and operational efficiency. By integrating surveys into their communication workflows, companies can create a customer-centric approach that fosters loyalty, improves retention, and strengthens their overall brand reputation.

Two Types of Surveys to Choose from

The difference between GoTo Follow-Up Surveys and Custom Surveys lies in their purpose, level of customization, and how they are triggered.

Follow-Up Survey

When you want to measure and assess the quality of your customer assistance

A GoTo Connect Follow-Up Survey is an automated feedback tool that businesses can use to collect customer insights immediately after a call or interaction. This survey is triggered automatically once a digital engagement with your customer is marked as resolve, enabling businesses to measure customer satisfaction, agent performance, and overall service quality in real-time. This includes engagements via web chat, SMS, SMS campaigns, WhatsAPP or Social Media engagements via Facebook and Instagram. 

The GoTo Connect Follow-Up Survey is designed to provide quick and simple feedback through a single yes/no or good/bad question, which is typically sent to the customer immediately after the call ends. This streamlined approach allows businesses to gather instant insights with minimal effort from the customer.

Key Features of the GoTo Connect Follow-Up Survey:

1. Simplicity: The survey typically consists of one question, where the customer is asked to provide feedback on their recent interaction. Common examples include:
   • Yes/No Question: “Was your issue resolved?”
   • Good/Bad Question: “Was your experience satisfactory?”
2. Automated Feedback: The survey is automatically triggered after a call ends, ensuring businesses receive timely feedback without manual intervention.
3. Quick and Easy for Customers: Since the survey only asks a single, simple question, customers can quickly provide feedback without feeling overwhelmed, increasing the likelihood of participation.
4. Customisable Question: The ability to add a free-form response can be enabled in the survey configuration settings. Depending on how you set up the survey, you can decide if you want to allow free-form text after the initial response or keep it as a simple, one-question survey.
5. Post-survey Message: Thank your visitor after they respond to the survey.
6. Real-Time Reporting: Responses are instantly available in GoTo Connect’s reporting system, allowing businesses to review feedback in real time and take immediate action if needed.
7. Ideal for Measuring Basic Satisfaction: This type of survey is ideal for measuring broad customer satisfaction, such as whether the service was good, if the customer’s issue was resolved, or if they had a positive experience.

Benefits of the Follow-Up Survey:

• Quick to Implement: The simplicity of the survey means minimal setup is required.
• Easy for Customers: The one-question format ensures a fast response, leading to higher participation rates.
• Actionable Insights: Even with simple questions, the feedback gathered can help pinpoint areas of improvement or identify customer satisfaction trends.

This Follow-Up Survey is best suited for businesses that want to quickly gauge overall satisfaction after a customer interaction without needing in-depth responses.

Custom Survey

You want a more detailed feedback on products, services, and their overall experience.

A GoTo Connect Custom Survey is a survey feature within the GoTo Connect platform that allows businesses to fully customize the questions and feedback process based on their specific needs. Unlike the basic Follow-Up Survey (which typically includes a single yes/no or good/bad question), the Custom Survey offers businesses greater flexibility and control, enabling them to tailor questions, survey flow, and feedback collection.

The custom survey option allows for multiple questions to be included in 5 types of question formats: 

1. Text Box: This format provides a free-form text field where customers can write their own responses. It’s ideal for capturing detailed feedback, suggestions, or concerns.

• Example: “Please provide any additional comments or suggestions for improvement.”
• These question types offer flexibility in how businesses can design their surveys, enabling them to capture different levels of detail and types of responses.

2. Single Select: This format allows customers to choose a single option from a list of predefined answers. It’s ideal for questions where you want to limit responses to specific options.

• Example: “How would you rate the quality of service?”
• Options: Excellent, Good, Fair, Poor

3. Muti-Select: This format enables customers to select more than one option from a list of predefined answers. It’s useful when you want to know all factors that apply.

• Example: “Which of the following issues were resolved?”
• Options: Billing, Technical Support, Account Setup, Other (with free-form option)

4. Numerical Scale: A rating scale question allows customers to rate their experience on a scale, typically from 1-5 or 1-10, or with star ratings (e.g., 1-5 stars).

• Example: “How satisfied are you with the support you received?”
• Options: 1 to 5 stars, or 1-10 scale

5. NPS – Net Promoter Score: The NPS question typically asks customers how likely they are to recommend a company or service to others on a scale from 0 to 10. This helps businesses measure overall customer loyalty and satisfaction, with responses grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6).

• Example NPS Question: “How likely are you to recommend our service to a friend or colleague?”
• Scale: 0 (Not at all likely) to 10 (Extremely likely)

These question types offer flexibility in how businesses can design their surveys, enabling them to capture different levels of detail and types of responses.

How to use your surveys

Once your GoTo Connect Custom Survey is created, there are two main areas where the survey can be applied to effectively gather feedback: an Inbox Queue or an SMS Campaign. Each option offers unique advantages, depending on the customer interaction channels you’re using and the type of survey experience you want to provide.

Inbox Queues

One of the key features available in the Inbox Queue settings is the ability to automatically include a survey once a customer interaction is marked as resolved. This feature enables businesses to seamlessly collect feedback from customers after their issue or inquiry has been addressed, ensuring the data gathered is timely and relevant.

Both types of surveys can be used in the Inbox Queue: The Follow-Up Survey and the Custom Survey. Both survey types can be applied depending on the business’s needs. The selected survey will be automatically sent once the interaction is marked as resolved, capturing immediate feedback from customers about their experience.

Survey Distribution Channels:

The survey will be distributed to all of the communication channels configured within the Inbox Queue, except for email interactions. This allows businesses to target a broader range of customer engagement methods. The survey will be sent via the following channels:

• Webchat: If a customer has interacted with your business via webchat, they will receive the survey through the same platform, allowing for quick and efficient feedback.
• SMS: For customers who engaged via SMS, the survey will be sent directly to their mobile device as a text message, offering convenience and ensuring that the feedback process is fast and simple.
• WhatsApp: Customers who connected through WhatsApp will receive their survey within the app, maintaining the same communication channel for a seamless experience.
• Social Media (Facebook and Instagram): For businesses using social media platforms for customer interactions, surveys will be sent to customers who engaged with your business via Facebook or Instagram messaging.

By sending surveys through these various channels, businesses can reach a wider audience, collecting feedback from customers across different communication preferences. This multi-channel approach ensures that businesses can collect a comprehensive view of the customer experience, regardless of how they interacted with your company.

SMS Campaigns

GoTo Connect also provides the option to send surveys via an SMS Campaign. This approach offers a highly effective way to gather customer feedback, particularly for businesses that want to reach customers through text messages, a platform known for its high engagement rates.

However, it’s important to note that SMS Campaigns are restricted to Custom Surveys only. Unlike surveys sent through the Inbox Queue, which can include both Follow-up Surveys and Custom Surveys, SMS Campaigns allow for only Custom Surveys to be distributed via text message. This ensures that businesses have full flexibility and control over the type of questions and feedback they collect through SMS.

How SMS Campaigns Work:

An SMS Campaign involves sending a survey link to a customer’s mobile phone via text message. The message typically includes a brief prompt to encourage the customer to click the link and complete the survey. This method is especially effective when businesses need to reach customers quickly, such as after a transaction, a service appointment, or an interaction.

Survey Distribution: Once the survey is created and the SMS campaign is launched, customers will receive a text message with the survey link.

Survey Completion: Customers click the link in the SMS message to open the survey, where they can respond to custom-designed questions created by the business.

Custom Survey Flexibility: Businesses have the freedom to design the survey with multiple-choice questions, rating scales, open-ended responses, or other formats to suit their needs.

Benefits of Using SMS for Surveys:

• High Engagement: Text messages have significantly higher open rates compared to emails, making SMS an excellent channel for ensuring your survey reaches customers.
• Convenience: SMS surveys are quick and convenient for customers to respond to, particularly when they are on the go. This ease of use often leads to higher response rates.
• Personalization: SMS surveys feel more direct and personal, which can encourage customers to provide honest and thoughtful feedback.
• Timely Feedback: Since customers are likely to receive and read SMS messages almost immediately, businesses can collect feedback soon after the interaction, helping to capture fresh, relevant insights.

Measuring the results of the surveys

Inbox Queue Surveys

The results of an Inbox Queue survey can be easily reviewed and analysed within the GoTo Admin Panel. To access and review survey responses, navigate to the Call Reports section, where you can filter and organize interactions based on specific criteria, including survey results.

How to Review Survey Results:

• Select Resolved Conversations: In the Call Reports section. 
• You can filter the information you wish to review by selecting Individual Surveys or specific survey responses. This will produce a list of customer interactions that meet the filter criteria. 
• For a more detailed view, you can drill down into individual interactions to examine specific survey responses from each customer. This level of granularity helps businesses gain actionable insights into customer experiences, allowing for targeted follow-up actions or improvements.

Benefits of Reviewing Survey Results in the GoTo Admin Panel:

• Centralized Data: All survey responses are easily accessible in one place, making it efficient to review and analyse customer feedback.
• Granular Insights: By filtering and drilling down into specific interactions, businesses can gain in-depth insights into individual customer experiences and responses.
• Actionable Feedback: The ability to access detailed feedback allows businesses to identify trends, address issues, and improve service quality based on customer input.
• Streamlined Reporting: The report system makes it simple to aggregate survey results and track performance over time, helping businesses measure improvements and assess the effectiveness of their customer engagement strategies.

SMS Campaign Surveys

The results of SMS Campaign surveys can be easily viewed and analysed through the GoTo Web or PC-based app. To review the survey responses, follow these simple steps:

How to View SMS Campaign Survey Results:

• Log into the GoTo App: Start by logging into the GoTo Web or PC-based app using your account credentials.
• Navigate to the Engage Tab: Once logged in, go to the Engage tab, where all customer engagement activities, including surveys, are managed.
• Select the Campaign: In the Engage tab, locate and select the SMS Campaign for which you want to review the survey results. This will take you to a detailed overview of the campaign’s performance.
• Click on the Survey Results Tab: After selecting the campaign, click on the Survey Results tab. This will display all of the responses from the survey, giving you access to the detailed feedback provided by customers.

Conclusion

In conclusion, GoTo Connect offers powerful survey features that help businesses capture valuable customer feedback across multiple channels. Whether utilizing the Follow-up Survey or the more customizable Custom Survey, businesses can leverage surveys through the Inbox Queue or SMS Campaign to gain actionable insights. With robust tools for filtering and reviewing responses, businesses can efficiently analyse survey data, measure customer satisfaction, and make informed decisions to enhance their service quality and customer engagement strategies. By utilizing these survey capabilities, companies can ensure they stay connected to their customers, continuously improving their customer experience and satisfaction.