Using response tags to categorize customer feedback into topics is a highly effective practice that will help you easily analyze your NPS data.
However, if you’re receiving lots of responses, it will eventually become hard to manually manage the response tags.
Fortunately, you can automate the whole process and have your customer responses tagged automatically by integrating a specific service - MonkeyLearn, using our native Zapier integration.
MonkeyLearn is a content analysis service that uses AI and machine learning to identify topics and emotions from text-data and offers a variety of content classifiers.
To set up this workflow you will need:
- A Zapier account: Offers a free subscription, for up to 150 tasks per month.
- A MonkeyLearn account: Offers a free subscription, for up to 300 queries per month.
Once you have your accounts set up you can either use this Zap template, or follow the tutorial below and create the Zap from the scratch.
Log in to Zapier, create a new Zap and choose Retently as your Trigger app.
Select “New Survey Response” as your trigger.
Next, you will be asked to connect your Retently account and authorize Zapier.
Since you will have to pull a response sample, make sure that you have at least one text-feedback in Retently (it can be a test response), so Zapier can properly use it as a data sample.
Next, you have to set up the Action app. Search for MonkeyLearn and select it.
As your action, choose “Classify Text”.
Next, you will have to connect your MonkeyLearn account, and Zapier will require your API key.
Find the key in your MonkeyLearn account, by clicking on the profile icon in the top-right corner of the page. You will see the API key field in the small drop-down menu. Click on the key and it will be copied to the clipboard.
Go back to your Zap builder in Zapier and click on connect new account. You will be prompted a pop-up window asking to include your MonkeyLearn API key. Paste the key you have just copied.
Moving on, you will have to map the action template. In the Classifier input field choose NPS feedback classifier.
In the Text field, choose the text feedback sample that was generated when you set up Retently as your Trigger app.
Hit Continue and test this step.
If the test went successfully, then you should see one or more tags that MonkeyLearn has identified in the results window.
Next, create a new, third, step in your Zap and choose Retently again. This time it will perform as an Action app.
On the next step, select “Tag a Survey Response” action from the list.
Make sure that the Retently account you have previously connected is listed and hit Continue.
When editing the template, click on the + icon in the Response ID field. You will see two options, but the one you need is “New survey response”.
Find the Response ID property from the list and select it.
Below, in the Response tags field, choose the “Classify text” option, and finally select the Text property from the list.
Continue and test this last step.
If everything looks ok and no error has been thrown, then you can save and enable the Zap.
How does the Zap work?
The two-step Zap will track your Retently account’s new responses, and whenever a customer leaves a new text-feedback, Zapier will export it to your MonkeyLearn account. MonkeyLearn will automatically analyze the text feedback and will identify one or more tags, that will be then returned to Retently and applied as tags to the customer response.