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 Transactional NPS campaign type.
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 email template, or create a new one and customize it.
Make sure to upload your company's logo to the survey template, otherwise you will not be able to include it in your campaign.
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 enters your campaign by assigning one or more customers tags. Only customers that have the assigned tags will be eligible for your campaign.
If you want to survey all your customer base, then leave the tags field blank.
Once you have filtered your audience, hit Next.
Edit survey schedule
Transactional surveys will be sent automatically based on external events you are tracking in your web application or eCommerce platform.
Optionally, you can set to resend your NPS survey to customers that did not open the last survey, or those that opened but did not respond. You can choose the same survey template, or select a different one.
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 an 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. Once you've finished do not exit the campaign editor yet. Click on the Setup tab first.
Install transactional script in your web application
Enable the transactional email campaign
Finally, click on the Save campaign button and you will be redirected to your campaigns list. Make sure to enable the new transactional campaign by switching the toggle button ON, otherwise your survey will not be triggered and sent to your customers.