With SmartDialog’s survey service you can create versatile NPS and feedback surveys as well as customer satisfaction surveys via SMS or Email. The surveys are very easy to use from the recipient’s point of view and therefore receive a high response rate.
Survey messages can be sent to customers from SmartDialog via text message or email. Automated survey message delivery is connected to the organization’s own systems using our modern survey service API interfaces. Survey integrations have been implemented with multiple call center systems. For example, after a customer service interaction, the customer automatically receives a survey message, which can be answered via message or form.
NPS and feedback surveys are always created to match the specific use case: defining survey recipient selection, survey delivery rules and restrictions, survey message delivery, response collection and response statistics, as well as compiling and delivering reporting data.
Survey results can be monitored through clear reports and in real time via the web interface. The service can also compile raw data in the desired format for separate reporting purposes.
Survey recipients can be retrieved from systems in different ways
1: The company initiates survey message delivery by calling the API
2: Contacts are retrieved from the company's API interface or SFTP server
3: Direct call center system integrations for survey messages
Define settings for creating SMS or Email surveys
Selection of delivery times, response options, recipient filtering
Low/High score triggers
Targeted feedback with personalized surveys
Single or response-based chained messages
Messages can include a link to a survey web form
Response message: number, letter, yes/no, open feedback, etc.
Automatic reply messages or message forwarding
Reports are compiled and sent according to company-defined settings
Response summaries in formats: JSON, CSV
Response delivery: HTTPS SFTP, Email
Real-time monitoring and statistics in the user interface
NPS and feedback surveys integrated with call center systems measure current customer satisfaction levels.
Survey content, messaging channels used, and settings can be customized to company needs.
SMS and instant messaging surveys are user-friendly for respondents and achieve good response rates.
Automated survey delivery process from systems via API interfaces.
Message traffic and delivery receipt monitoring with detailed message log statistics.
We monitor our services and their delivery reliability 24/7.
Measure customer satisfaction with your business and services through SMS messages, Email messages or questionnaires. NPS and feedback surveys bring targeted and real-time customer experience data to your business, allowing you to respond quickly to customer feedback. Connect customer surveys to customer service call systems with out-of-the-box integrations.
Keskisuomalainen Group’s customer service is centralised in Rainmaker Oy. Keskisuomalainen and Rainmaker wanted to ensure that the quality of customer service and the level of customer satisfaction remained high.
Arena Interactive implemented SMS survey services for Rainmaker, integrated with the Genesys system interfaces. After a call, customers receive an SMS text message with a questionnaire. Surveys are automatically sent with the desired restrictions.
Responses are compiled in real time in the customer’s preferred format into reports, where visual graphs display NPS scores and other desired statistics. Results from different time periods are easy to compare, ensuring that customer satisfaction remains at the desired high level.
Barona’s clients’ services receive customer contacts via phone calls and emails. Barona needs centralized, up-to-date information on whether the service experience across different channels has been positive.
Arena Interactive has implemented for Barona the integration of NPS surveys into the Sinch Contact Pro customer management system. SMS, Email and Questionnaire solutions have been implemented for Barona to automate the measurement of customer satisfaction according to Barona’s preferred settings.
In the integration, contact information for calls and emails is retrieved from the Sinch Contact Pro interface. Survey responses are sent to Barona on a daily basis for reporting purposes. Responses from questionnaires are exported in real time to Sinch Contact Pro, directly to the contact information.
Enreach’s client needed to find a smooth and simple way to ensure customer satisfaction was up to date. They wanted to provide a channel for customers to give feedback on their customer experience very easily immediately after the service event. Arena Interactive and Enreach have automated customer service measurement integrations for inbound and outbound calls.
In the solution selected by the Enreach customer, after a customer service call, information is automatically sent from the Enreach system to the SmartDialog Query Service, where the call settings are checked and the query is sent.
The survey contains one or more SMS messages that change based on the response. The straightforward model works: responses are completed in seconds, responses are received immediately and reporting data is delivered to the Enreach client as desired. A well-functioning survey improves the customer experience!
A Moontalk customer needed a solution to combine feedback surveys with customer service calls. They wanted to send surveys for different types of calls, such as calls to customer service agents or voicemail, as well as return calls. Arena Interactive implemented a service for sending survey messages in the Moontalk communication solution, for different call types.
SMS messages were introduced for Moontalk customers following incoming and outgoing calls to and from the customer service. A call entering the Moontalk system is routed either to an automated answering machine, which gives the customer options, or directly to a customer service agent. When the call is completed, an SMS message containing a link to the questionnaire is automatically sent. The integration of Moontalk’s SMS surveys provides the customer with a streamlined feedback channel to gather information on customer needs.
Raskone needed a quick, simple and effective way to collect customer feedback. The NPS survey, sent via SMS messaging, was integrated into the Enreach customer system used by Raskone.
Customer reviews and testimonials are collected through an automated survey, which is easy for customers to answer when their service experience is fresh in their minds. The service provides daily NPS and message summaries.
Raskone receives valuable information on the success of services, and automated triggers alert you to low customer ratings. These feedbacks are automatically forwarded, so that the review can be acted upon immediately to improve the customer experience. Thanks to the SMS survey service, the number of customer feedbacks has increased, allowing Raskone to improve its services more efficiently.
Avain Asunnot wants to ensure the best customer experience by actively measuring it after service events. The centralised customer service on the Microsoft D365 platform is integrated with SmartDialog’s SMS-based survey service and ready-to-use Microsoft service interfaces.
Customer satisfaction with customer service contacts is measured by extracting contacts from the Microsoft D365 platform and sending them an SMS survey message to provide NPS feedback. The results are aggregated in the company’s own reporting platform.
Luona is a provider of social and healthcare services and a partner to wellbeing services counties and social and healthcare sector operators. Luona tailors services to genuine needs and aims to create impactful wellbeing in society.
To ensure the level of service, Luona’s services measure the NPS rating index using Arena Interactive’s survey services. Choosing a service provider was easy because Luona’s partner Enreach had the Arena Interactive messaging interface for NPS surveys up and running.
Contact our sales team and request a free demonstration:
050 596 3961 / Eini Ojanperä
SmartDialog also includes other messaging services. You can manage services with an easy-to-use interface.
Send access codes via SMS, RCS, and WhatsApp messages or automate code distribution to systems via API.
Connect one-way messages to cloud services and send text messages and WhatsApp messages directly from cloud software.
Test message sending without commitments.
Purchase SmartDialog messaging services.
NPS (Net Promoter Score) is a measure of customer satisfaction that measures how likely a customer is to recommend a company or service to others.
In SmartDialog, NPS surveys are part of a broader survey service that can easily collect customer feedback via SMS messages, email or online forms.
The NPS survey works by sending a short survey message to the customer, which is quick and easy to answer – for example, directly by message or via a form.
In SmartDialog, the process works like this: a questionnaire is sent to the customer via SMS or email, the customer replies to the message or form, the answers are automatically collected in the system, the results are monitored in real time in reports.
The questionnaire can also be automated, for example by sending it immediately after a customer service transaction. This gives the company up-to-date information on the customer experience and allows it to react quickly to feedback.
The NPS survey can be integrated into your online store using SmartDialog’s API interfaces and pre-built integrations.
In practice, this means that: the e-commerce system automatically triggers the survey (e.g. after a purchase transaction), customer data is retrieved from the system via API, the survey is sent to the customer in the selected channel, the responses are returned directly to the system for reporting.
In addition, integrations can be made with CRM and customer service systems, for example, making NPS surveys part of the entire customer journey and automation.
