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. Frequently added metadata by organisations that work with us are:
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'.
You want to measure customer satisfaction at a meaningful moment in the customer journey. In other words, a survey needs to follow a certain interaction. At that point your IT team needs to check their systems to see where the interaction is logged. This will trigger the Hello Customer platform to send the survey.
So for a customer service call, the interaction is probably logged in your ticketing system. The moment the customer service agent closes the ticket, you want to measure how satisfied your customer was with the service. The closing of the ticket is the trigger that makes sure the survey gets sent.
Other examples could be:
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
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. 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 to set up new touchpoints.
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!