To get started, access the Campaigns section in your account and click on the Create new campaign button.
Click on the Start button next to the Regular in-app NPS campaign (web).
Select a survey template
The first step is to choose the survey template you will be sending to your customers. You can select an existing in-app template, or create a new one and customize it.
Once you've decided which template you want to go with, click on the Select button next to that template and hit Next to continue to the second step.
Filter your audience
On the Audience tab you can choose what segment of customers will enter your new campaign. Only customers that have the assigned tags will be eligible for your in-app NPS campaign. If you want to survey all your customer base, then leave the filter blank.
Once you have selected your audience, hit Next.
Edit survey schedule
In-app NPS surveys will be triggered automatically, based on your schedule. You can also assign custom tags that will be automatically added to responses given in this specific in-app campaign. It will help you filter customer feedback.
You can also choose how quick will the survey be displayed in your customer's screen and how long should it stay before disappearing, if the customer does not engage with the survey.
Next, schedule when the survey will be automatically triggered for new customers and set the recurring surveys regularity. You can disable the recurring surveys option at all.
Optionally, you can set to resend another email NPS survey to customers that did not respond.
After you've set your survey schedule, click Next.
Set up custom notifications
On the Notifications tab you can create custom notifications and keep track of your NPS progress.
When creating a new notification you will be asked to choose one or more event types you want to be notified about, notifications frequency (immediately, daily or weekly digest), and the notifications channel (email or Slack channel).
Don't forget to save your notifications and make sure they are enabled. Once you've done that, press the Next button.
Create custom scenarios with workflows
Workflows allow you to create multiple custom automated scenarios based on the "if event happens, then perform action" logic.
Click on the Create new workflow button, then choose an event and an action to be executed.
A few common and highly useful scenarios are:
1. Automatically start a conversation with a Detractor that did not leave text feedback.
"Event: No text feedback > DetractorAction: Start conversation"
2. Delete hard bounced customers and clear your list.
"Event: Survey bounced > HardAction: Customer delete"
3. Export NPS data to Salesforce or other supported platforms.
"Event: New response > AnyAction: Export to Salesforce"
Don't forget to save each workflow and make sure they're enabled. Do not exit the campaign editor yet. Click on the Setup tab first.
Install in-app survey scripts
Each in-app campaign automatically generates two scripts you'll have to copy/paste into your web application code.
The first script will identify your customer and will match customer tags with campaign's tags from the Audience filters.
The second script embeds the in-app survey into your web application.
Enable the in-app campaign
Finally, click on the Save campaign button and you will be redirected to your campaigns list. Make sure to enable the new in-app campaign by switching the toggle button ON, otherwise your survey will not be triggered in your customers' account.