Taking feedback and listening to your customers is a great strategy for improving customer experience. Dyson wanted to capitalize on this and required a CSAT solution that allowed them to automatically send customer satisfaction surveys to their customers via SMS and track customers’ response on their CRM and ticketing platform.
Codup created two custom apps – one for Freshdesk, the ticketing platform by Freshworks and the other for Freshsales, a CRM solution by Freshworks.
We integrated Freshsales CRM with Tweak Media API to enable sending SMS messages to customers’ mobile numbers. With this custom Freshsales app, an SMS containing the CSAT survey link was sent automatically to the customer’s mobile number right when its contact was created.
On the other end of the spectrum, a custom Freshdesk app was set up that created a ticket automatically when the CSAT survey was sent to the customer.
The values of the survey form were saved in Freshdesk as custom properties so the agent could see customer’s feedback right away. Those custom fields were also fetched from Freshdesk into Freshsales CRM to gives sales agents a birds-eye view of the customer’s feedback.
Finally, we used the built-in ‘schedule-event’ feature of Freshsales to trigger one follow-up SMS after certain number of hours if the customer hadn’t filled in the survey within that time.
This custom software development project involved multiple layers of customizations and development work including API integrations, custom Freshdesk and Freshsales app development and workflow automation. All of this allowed our client to automatically send a CSAT survey link to customers via SMS as soon as their contact was created in their CRM with the customer’s response saved in both their helpdesk solution and CRM.
The result was improved CX and increased customer loyalty for our client.