The transactional campaigns allow you to survey your customers after a specific event is triggered such as a new order is placed, a ticket is marked as solved, or a customer’s status has changed.
A transactional campaign has to be connected to an external event that you are tracking in your web application or other services where you store customers' records and activity.
Trigger services
In order to trigger transactional surveys via Retently, you can connect one of the following services as your trigger source:
Zapier
Zapier is a service that allows you to create custom integrations between apps.
When creating a Zapier integration, you must assign a trigger app and an action app. When an event is triggered in the first app, and action will be performed in the second (in our case, Retently will be the action app).
The trigger app should be the service where you store customer records and track specific customer-related events that will eventually trigger your transactional email survey in Retently.
For instance, you can select Shopify, Magento, or WooCommerce as one of your trigger apps to send a survey after a customer has successfully placed an order. You can also configure to send surveys after your customer's subscription has been changed in Chargebee or Stripe.
API
You can use our API to connect Retently with your web app and send a transactional survey when your app users trigger an event.
For instance, you can send a survey when your users reach a specific page or when they complete a task you are tracking in the app such as completing the onboarding. You can also trigger time-based events to survey customers after they've been idle for a while or on the contrary, you can ask them to answer the survey after they've been actively using your product lately, which will result in inaccurate feedback from your most engaged audience.
Besides sending the survey, our API also allows you to manage customer properties, which will make it possible for you to filter your audience and survey data further.
Salesforce
Using Salesforce as your trigger service gives you the possibility to survey your clients when their case is marked as closed, or when their profile data has been updated to match specific criteria that you are tracking.
The Salesforce triggers are configured within Workflow Rules, where you need to choose an object that you will be tracking (ex: Contact, Case, Account, etc.), and then you will have to specify one or more criteria that the object has to match in order to trigger the transactional survey.
Trigger examples:
The case is marked as closed and won or lost;
When a lead is converted to a client;
When a contact's profile data is updated to match specific criteria.
Segment
Connect your Retently account with Segment, and survey your contacts based on events triggered in other apps that you are using.
Trigger examples:
When the customer visits a specific page;
When the customer places an order;
If the customer performed a specific action in their account;
If the customer matches a specific set of rules;
HubSpot
A transactional survey campaign configured with HubSpot allows surveying your contacts whenever a workflow that they're enrolled in is actioned.
Trigger examples:
When contacts visit a specific page;
When contacts click an element in your web app that you are tracking;
Based on the level of engagement with your marketing emails;
When a deal, quote, or ticket are updated;
When a contact's profile details have been updated to match specific criteria.
Zendesk
Sending transactional surveys based on Zendesk triggers will help you collect more feedback from your customers at different points during their support requests.
Trigger examples:
When a ticket status is changed to solved or closed;
A specific number of days after an action was made on a ticket;
When a ticket was created on a specific communication channel (ex: email, chat, web widget, social media platforms, etc.);
When ticket tags have been updated;
After a user has submitted a specific number of tickets.
Freshdesk
Sending transactional surveys based on Freshdesk automation rules.
Trigger examples:
When a new ticket is created and meets specific rules such as being submitted via a particular communication channel.
When a ticket status is updated to Resolved;
After a certain amount of time has passed since the event was triggered.
When ticket data has been updated;
Shopify
Sending transactional surveys based on Shopify events.
Trigger examples:
When a new order is created.
When an order is fulfilled.
Gorgias
Sending transactional surveys based on ticket status.
Trigger examples:
When a ticket is updated;
When a ticket is created;
when a ticket message is created.
Survey schedule options
By default, a transactional survey is sent when an event is triggered. No other repeating surveys will be sent to the customer unless the event is triggered again.
However, there are a few settings to help you adjust the schedule a little bit to make sure that the survey will fit your scenario.
Sample audience
Choose what percentage of triggered events will be surveyed. When switched off, all triggered events will result in a survey.
Example: If you want to send a survey every second triggered event then you can set 50% as your audience sample.
Delay survey
Send the survey at a later date from the triggered event. When switched off, the survey will be sent immediately.
Example: Let's say that you're triggering the survey after the customer made a successful purchase, but you know that it may require a couple of days for the customer to try the product, then you can delay the survey for a specific number of days and collect more insightful feedback.
Throttle survey
Throttle helps avoid over-surveying customers if they have been surveyed recently in this campaign. When switched off, customers will be surveyed in this campaign every time they trigger an event. This option is not a global throttle and it won’t affect the schedule in other campaigns, which means that even though their surveys will be throttled in this campaign, they will still be able to receive surveys in other campaigns.
Example: If there is a chance that a customer might trigger an event more often than the others, then you can configure a throttle to make sure that they will not be surveyed too often in a short period of time.