Quick and simple

With Hello Customer there is no need for tirelessly long integration processes. Thanks to our quick and easy set-up, you will be capturing feedback in no time. Your IT team only needs to take care of three simple to-do's, and Hello Customer is up and running. Low effort, high impact!

Define system and metadata

The first step is defining the customer data system you want to connect to Hello Customer, so you can capture feedback. This can be a CRM system like Salesforce, Selligent or Microsoft Dynamics. We also connect to ticketing systems you have in place, like Zendesk.

Next, you select which customer data you want to push to our platform. This is what we call metadata. Name, email and language are always required.

Other frequently added metadata by organisations that work with us are:

  • the ticket amount
  • which store the customer visited
  • date of purchase

The more types of metadata you add to the system, the richer the insights you'll get from the feedback. Feedback tells you the 'why', metadata tells you 'where' and 'what'.

Watch our short video on metadata

Choose a trigger

You want to measure customer satisfaction after a meaningful moment in the customer journey (a ‘touchpoint’.) In other words, a survey should follow a certain interaction. At that point, your IT team will have to check your systems to see where this interaction is logged. This will trigger your CRM to send data to Hello Customer. After that, the survey gets sent.

Examples of triggers are:

  • For a customer service call, the interaction is probably logged in your ticketing system. The closing of the ticket triggers your CRM to send that data to Hello Customer so the platform knows to send out a survey.
  • To measure customer satisfaction about your online ordering process? The order confirmation is the trigger for your CRM system.
  • Asking clients about their experience during a visit of one of your sales reps? The uploading of the sales report will trigger your CRM system to send data to Hello Customer.
  • If you want to know if customers enjoyed their visit to one of your stores, scanning a loyalty card is a good way to trigger your system to push data to our platform.

Choose your connection type

The last step is to choose how you want to send all data to our platform. You can do this via API or via our secure FTPS server

1. Via API

API is the most stable option. Via API you're always collecting feedback in real-time. It ensures your system and ours communicate instantly every time new data is pushed to the platform. It requires a bit more effort from your own IT team at the start, but you'll save time in the long run if you choose this option.

2. Via FTPS

The other option is to upload data to our system via the FTPS server. If your IT team prefers FTPS, we create a folder for your organisation on the server and provide you with the credentials to access it. Next, you extract the relevant data from your CRM system and upload it to the server in a .csv or an Excel file. This is a process that can be automated from most CRM systems without much custom development or configuration.

However, via FTPS you're not really listening in "real-time", as our systems scan the server every hour for new files. You'll always need some help from our side too, for example after setting up a new touchpoint.

If you're finding it hard to choose, it might help to know the most frequently chosen scenario by our customers. Most of the organisations that work with us prefer to get started via FTPS as it requires low effort from their IT team. Once they're well up and running, they switch to API. 

Most of our customers are able to set up Hello Customer in only one week!