Prepare your Retently Survey
Retently allows you to include the survey button links in your own template, with custom HTML and CSS, and deliver the survey via another email service, or you can collect feedback from your web apps' chat.
To do so, you will need to create a "Link" channel survey campaign. It may be NPS, 5-STAR, CSAT, or CES, or THUMBS.
Make sure to customize the survey template because when a customer clicks a score in your survey, they will be redirected to a webpage with additional questions that will pull the style and content from the survey template in your campaign.
Optionally, you can configure other settings, such as notifications, autoresponders, and webhook notifications.
In your campaign's Setup section, you can find the unique survey link for this particular campaign.
If you'd like your customer to be identified without entering their email address manually, you need to add their email variable from Gorgias. So the link you're going to use in Gorgias should have the following structure:
Nota Bene: You can add additional contact properties through the survey by link, by appending the needed properties to each individual link you will post, according to this format: https://cx.retently.com/cl/6453df3624135508bdb062f1/{{ticket.customer.email}}/?score=1&ticket_id={{ticket_id}}&tags={{ticket_tags}}
As a reference, you can use the same properties and parameters as in the JSON file we use for the transactional surveys. More on it here.
Setting up in Gorgias
Now you can go to your Gorgias settings and open the Email channel.
Here you can configure your Signature and insert your survey link.
There are a few ways how you can use Retently's link Survey:
Redirect to the general link of the survey:
This option implies a simple redirect of your customer to the general survey page to rate your service and respond to the rest of your questions.
Simply write the Call-to-Action phrase, and use the Insert Link option.
Embed your survey buttons into numbers/emojis:
With this option, you must recreate the Survey Main Question and Answers and insert a corresponding link into each answer.
In this case, the link will also contain the score number, so the structure would be the following:
Once the customer clicks on this link, the score will be applied to their answer automatically, and they will be redirected to the rest of your questions if you have such.
You can use any type of survey in your link campaign and follow the same logic for all of your answers:
You can find examples of different campaign links below.
NPS Campaign:
CES Campaign:
CSAT/5-STAR Campaign: