FLIPPIN AWESOME Dean Jones CEO

Transcription

1 FLIPPIN AWESOME Dean Jones CEO

2 Microsoft Dynamics CRM - Surveys Listen to your customers Understanding the voice of the customer Common survey use cases How to design and build surveys using PowerSurveyPlus How to send surveys via CRM workflow and SMS What you can do with survey responses, including triggering additional workflows based on response and using data for reporting

3 Voice of the Customer

4 Voice of Customer What to Ask "will you buy from me again?" Customers have more to say then just a NPS They might have feedback on process, service or product. They might just want a way to communicate a message They may just want to update profile information

5 Why Surveys In CRM? Currently you talk to your customers and you try to keep your CRM updated CRM 5

6 Why Surveys In CRM? Why not Extend your CRM Act upon customers feedback Immediately CRM 6

7 Voice of Customer What do you do with the answers? Look for trends Across products Across regions Across agents IMPORTANT Act on the Information!!! Complaint Product Suggestion Profile Update

8 Common Survey Uses

9 Why use Surveys? Common Uses Surveys are not just used for customer satisfaction? CSAT Customer Satisfaction... You provided service or a product and you want to get feedback on the experience. Product Feedback How can we improve... You just released a new product and you want to collect feedback from new users. Profile Information Before I call can you tell me... Someone just opened a case and you want to get more information before you make a follow up call. 9

10 Design and Build

11 Work In CRM Build, Deploy, Report in CRM Keeps it simple. Survey Information Configurable Text CSS Jump into the Designer

12 Work In CRM Build, Deploy, Report in CRM Designer (1.) Pages (2.) Sections (3.) Questions

13 Work In CRM Build, Deploy, Report in CRM Page Settings Page Expression

14 Work In CRM Build, Deploy, Report in CRM Section Settings Section Expression

15 Work In CRM Build, Deploy, Report in CRM Question Question Expression Score

16 Work In CRM Build, Deploy, Report in CRM Expressions Show/Hide Pages Sections Questions Use Tags from prior questions

17 Work In CRM Build, Deploy, Report in CRM Repeatable Work History Education Prior Addresses Same questions, multiple times

18 Work In CRM Build, Deploy, Report in CRM Score Set the score for correct answer Set the correct answer

19 SLUGS Parameter from CRM or Prior Questions 19

20 Work In CRM Build, Deploy, Report in CRM Image Drag and Drop Select an existing or upload a new image

21 Surveys via CRM

22 Send out a Survey Anonymous or Regarding Place a link on Web Site Send out via Send out via SMS Send out via bulk Create Mobile app

23 Send out a Survey Sending via When sending an you can just select a survey to include. Token to control where its inserted or automatically at the bottom

24 Send out a Survey Sending via Survey Activity Set the regarding Select the survey Send Link via or none

25 Survey Slugs Sending via Survey Activity Append columns onto URL Values can be used in Survey titles, subtitles, paragraphs, questions Slugs VALUES are in results

26 Send out a Survey Sending via Workflow

27 Surveys Responses

28 Notification Get Results Right Away are sent out Questions - contain actual question not slugs 28

29 Responses Get Results Right Away Store Original questions as well as question that was presented. 29

30 Reports Get Results Right Away Can build OOB reports to or visualizations 30

31 THANK YOU!