With temperatures rising, it takes a rare dedication to push ahead with just about any effort — let alone sprint forward (unless it’s into the shade!). But never fear! Far from melting into a midsummer muddle, our team has indeed been pushing through the heat to bring you something fresh and new: a July sprint!
A sprint is a release like no other, faster than a big batch release and more efficient for agile development processes. After all, it’s summer, so let’s keep the to-do list short, right? 😉
That being said, this first sprint in our 30.0 release has a lot going for it! With this model, you’ll see some features added now, and some appearing just around the corner. Remember that not all features are included in all plans. Check out the highlights below, then log in and see for yourself!
Drop the “static quo” and make your Contact Lists dynamic
In a world where automation keeps so many things dynamic, static is often… well, not enough! Participation is dynamic, report links are dynamic, and now your Contact Lists can be more dynamic, too!
Imagine you’re sending weekly pulse checks to your employees — but the team keeps growing. That’s a great problem to have, of course, but it can be tricky to maintain the latest-and-greatest Contact List. Sure, you could update it manually in our platform every time you’re about to publish, but creating a Contact List from a dynamic external source is a great way to reduce the effort required to keep your list fresh.
We’ve previously rolled out dynamic Contact Lists linked to SFTP, we’re now adding Salesforce as another dynamic Contact List source, and Google Drive and OneDrive will be popping up soon, too!
Skip ahead with embedded questions
When you embed a question directly into an email invitation, you’re encouraging instant engagement. We all want more feedback and higher response rates, and one of the best ways to turn recipients into participants is to make it as easy as possible to respond.
Consider a quick post-purchase customer satisfaction survey. While you might choose to pre-fill and hide some key details you’ll want to see in reports (purchase type, location, etc.), the only question you might really want to ask is NPS: How likely is that customer to recommend you to others?
You’ve probably embedded the NPS question directly in the invitation (or at least considered it!). But here’s what’s new: Now, a participant who answers the question in the invitation won’t see it again in the survey. In this case, because only the NPS question is asked directly, your participant will be taken directly to the Thank You page!
If you prefer, you can still display the answered question, and of course you can ask additional follow-up questions, but the shorter the flow, the higher the response rates.
How great are your ratings?
Speaking of CX rating questions, if you’re looking to keep measuring what matters, you might be interested in our addition of Data Population for CX rating question types. How can we already know what ratings customers want to give? Great question! 😉
Scenario 1: Last time your customer shopped with you, they gave you a 7 on the NPS scale. Next time, maybe you decide to remind them of their previous rating before asking for their current feedback. Editable pre-pop to the rescue!
Scenario 2: You’re always on the lookout for feedback, so you include a set of nice-looking smiley faces in your email signature. When someone clicks an image, send them directly (URL-based pre-population!) to a link in which the selected answer is already filled. In the example below, clicking on the highest rating leads to an editable pre-populated Very Satisfied rating with an optional follow-up below.
Find out what condition your conditions are in
Segmentation is amazing, no question. It’s the perfect way to break down answers — especially to rating questions — so you can see how different groups of participants respond. However, sometimes you don’t really need to see every single segment. Perhaps you’ve got a long list of locations and you really only want to see the three top locations by satisfaction. Or, maybe you’d like to get a bit fancier with multiple conditions, and you’d like to check out all of the at-risk locations (segments!) with a response count of less than 50 OR an average rating lower than 3. Either way, Conditional Segment Display in Omni has got you covered!
For those who can’t get enough NPS…
Net Promoter Score is one of the most widely used CX metrics, and we continue to expand the ways in which you can track, display, and analyze this core measure. In this sprint, we’ve added NPS to the list of metric graph display options (along with Group Percentage, the previous default). This option displays NPS in a bar graph format on a -100 to 100 point scale. In addition to the overall gauge above, this makes it a lot easier to view NPS for specific segments side by side.
Switch it up, drill it down
Two birds with one headline! In this sprint, we’re introducing the ability to switch between more project types: CX Projects and Surveys and Assessments. We’ve long known the benefits of choosing exactly the right project type for delivering extra insights, like switching up a survey to an assessment project. Now, it’s possible to realize the full potential of more your projects without having to start again from scratch. After all, if you want data to end up on your CX Dashboard, you’re going to need a CX Project!
And while we’re on the topic of the CX Dashboard, check out the addition of filters to the Customer Journey! Now you can get a better view of the path of specific groups of customers.
- Allow both ‘None of the Above’ and ‘Other (please specify)’ in a single Check Box or List Box question
- UI improvements to Thank You Page and other participation messages
- More responsive display of emailed reports across all devices
- Send SMS reminders through API
- Export responses based on date through API