Published on February 27, 2014
Introducing Mojo Surveys – CSAT Edition A solution to collect Customer Satisfaction feedback for Microsoft Dynamics CRM 2013 as simply as possible for you and your customer fusionsoftware.com/csat
“When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues” Kristin Smaby, "Being Human is Good Business" fusionsoftware.com/csat
What is Mojo Surveys CSAT Edition? • Simple, one page customer satisfaction surveys • Maximum five questions. Two is best. • Multiple question types including: • • • • Net Promoter Score (NPS) Customer Effort Score CSAT ratings Facial Expressions fusionsoftware.com/csat
Simple, Simple, Simple • One page surveys that are simple for you to create and send • Surveys that are simple and easy for your customer to take • Do simple (or complex) actions based on the customer feedback. We believe asking less questions provides better quality feedback for customer satisfaction surveys. fusionsoftware.com/csat
Customers want, and like to give opinions … fusionsoftware.com/csat
… but your customers are busy The challenge is to gather feedback while respecting your customers’ time fusionsoftware.com/csat
CSAT Edition aims to answer the following key questions: • How satisfied is the customer? • Is the customer dissatisfied? • Do we need to take corrective actions? • How likely is the customer to buy again? (customer loyalty / retention) • What are the pain points for the customer in the customer journey? • Are there any changes or improvements we can make to our products/services? fusionsoftware.com/csat
Where is it used? • Typically used at key moments in the customer journey such as after • customer is on boarded • product or service is delivered • case is closed fusionsoftware.com/csat
How does it work? • Choose your favourite customer satisfaction measure (NPS, CES, CSAT, Facial Expressions) • Design using designer (or copy from template) • All aspects of look and feel are changeable fusionsoftware.com/csat
Example: Invitations • Send invitations • Automatically via workflow/ dialogue • Using campaigns • Using email templates • Using email directly •… • Use graphical email invites fusionsoftware.com/csat
Example: Customer opens email and clicks through to the survey • One page – no progress bars fusionsoftware.com/csat
Example: Receive and store • Responses stored against customer record in real time. • Summary responses displayed on customer record so that future interactions with the customer can be adjusted fusionsoftware.com/csat
Example: Act • Actions are used to trigger workflows based on rules: • E.g. customer satisfaction rating < 3 then create a task for the CRM owner of the customer to follow up and appease the customer before negative sentiment is spread on social media fusionsoftware.com/csat
How is the CSAT edition different? • Mojo Surveys is a full survey engine that integrates with Dynamics CRM. The CSAT edition is a sub set. Feature Mojo Surveys (Full edition) Mojo Surveys - CSAT Edition No of pages Unlimited 1 No of questions Unlimited 5 Question types All CSAT / NPS, CES, Simple Question Types No of responses Banded 50 responses per active CRM user PCM Price Banded $5 per active CRM user PCM Generate Feedback Entities Yes No fusionsoftware.com/csat
Contacts To arrange a demonstration, visit fusionsoftware.com/trial Any questions? firstname.lastname@example.org fusionsoftware.com/csat
Thank you fusionsoftware.com/csat
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