How to Automate SMS Survey Support for Your Favorite Customer Feedback Tool

Illustration of the backend process of automating SMS surveys with Zapier

You probably have a favorite customer feedback tool. Whether it helps you send CSAT or NPS surveys (or both), it provides the exact data your team needs to improve your business operations. But too often, customers don’t take the time to complete surveys. Enter SMS survey support. 

SMS survey support is effective—and efficient. With help from a tool like Zapier, your team can set up automations that send opted-in customers business text messages throughout the survey process. These keep customers on track, encouraging them to reply to each and every survey your team sends. 

Let’s dive in. 

Lay the Groundwork with a Zapier SMS Integration

You need to integrate your business text messaging platform with your customer survey tool before you can set up any automations. This process should be fast and easy. 

You’ll need to:

  1. Set up a Zapier account. 
  2. Set up a business text messaging account if you don’t have one already. 
  3. Connect your business text messaging platform and customer survey platform with a Zapier SMS integration.

Once you’re all set up, you can start creating automations for SMS survey support. 

Help Customers Complete their Surveys with SMS Survey Reminders

Sometimes customers simply forget that you sent them post sales survey requests. Emails tend to get lost in people’s overflowing inboxes. But SMS survey reminders are less likely to get lost in the shuffle. After all, texts have a 98% open rate

Setting up an automated SMS survey reminder is easy. Simply:

  • Create an SMS template for the survey reminder. 
  • Choose a trigger. A trigger can be a custom field changing in your customer survey platform. For example, the trigger might be a custom field changing from blank to “survey sent.”
  • Choose an action. In this case, the action would be your business text messaging platform sending the SMS survey reminder template. 

An SMS survey reminder template might look like this:

Hi {{customer name}}! The Precise Planner team hopes you enjoyed order #{{last order #}}. Don’t forget to tell us how you feel! We’ve sent a survey to {{email address}}. Text STOP to stop receiving texts. 

Friendly SMS survey reminders encourage customers to reply, boosting the post sales survey response rate. 

Say Thank You with SMS Survey Confirmations

Customers want to be sure you hear their opinions after they take the time to answer your post sales survey. Let them know right away with an SMS survey confirmation. Unlike emails, which customers can overlook, they are almost guaranteed to read an SMS survey confirmation text. 

Setting up an automated SMS survey confirmation is easy. Simply:

  • Create an SMS template for the survey confirmation
  • Choose a trigger. In this case, your trigger might be the custom field in your customer survey platform changing from “survey sent” to “survey received.”
  • Choose an action. The action will be your business text messaging platform sending the SMS survey confirmation template. 

An SMS survey confirmation template might look like this:

Hello there {{customer name}}! Shoe Surplus just received your survey! Thanks for taking the time to share your feelings with us. 😃 Text STOP to stop receiving texts. 

SMS survey confirmations let customers know their voices were heard—and remind them how much your team appreciates their input.

Add Customers to SMS Survey Drip Campaigns

In some cases, you may want customers to complete surveys regularly. For example, you may want customers to take an NPS survey quarterly. To help them remember, add them to an SMS survey drip campaign

Setting up an automated SMS survey drip campaign is a little different, but it’s still easy. Simply:

  • Create a series of SMS templates for the SMS survey reminders. Alternatively, create one template that has the survey name as a custom field. (That way you can differentiate surveys throughout the year.)
  • Choose a schedule. Decide when you’d like the platform to send these texts. 
  • Set up a process for adding customers to this SMS drip campaign. You can always add or remove list members! 

An SMS survey drip campaign text might look like this:

Hey {{customer name}}! It’s that time again. Let us know how you’re liking Team Software by quickly answering our 2-question {{season}} survey. Text STOP to stop receiving texts. 

SMS survey drip campaigns are a great way to keep up with sending regular reminders for year-round surveys.

 

Want to learn more ways to support a post sales survey via text message? Check out our blog.

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