The VoC module allows you to create and send surveys to your customers to gather this information.

How to Create a New Survey

To create a new survey, log into your Playvox account and go to VoC > Surveys.

You will be redirected to the VoC surveys landing page, which will contain links to all of the surveys you create.

In the top-right corner of the screen, click the green Plus (+) sign to begin creating a new survey. Playvox launches a new survey for you to customize.

Changing the Name of the Survey

You can provide a descriptive name that helps you identify your survey. By default, the survey is called VOC survey / Untitled survey but you can change the second portion (Untitled survey) to whatever you would find most helpful. You can also provide a brief description of the survey. To do so, click Edit on the top-right navigation bar to launch this screen:

Make your changes and click Save to proceed.

Customizing the Theme of Your Survey

In the left-hand navigation bar, click Customize theme to change the appearance of your survey.

Survey items that you can change include:

  • Background image and color
  • Header color
  • Font
  • The font colors used for your question text and answer text
  • The font sizes used for your question text and answer text
  • The rating type (whether you want the stars displayed to be black or yellow)

Adding Questions to Your Survey

By default, all new surveys come with one question included. You can choose to create the following types of questions:

  • Rating: a rating scale-based question (e.g., “On a scale of 1 to 5, with 5 being the most satisfied, how would you rate your satisfaction with your agent?”)
  • Net Promoter: asks an index-based question that measures how likely the customer is to recommend you and serves as a proxy for how satisfied the customer is and their loyalty to your brand
  • Unique choice: allows you to ask open-ended questions

Once you’ve chosen your question type, you can provide additional information, including the question text and an accompanying description. Note that the view you see is a sample of what the end-user will see when they take the survey.

When you are done making changes, click Update question. If you do not click this, you will lose all of your changes.

To add additional questions, click the + Add question box in the left-hand navigation bar.

As you work on the survey (including adding questions), Playvox will automatically save these changes.

Creating a Custom Exit Page

Playvox allows you to create a custom exit page that will be shown to the user at the end of the survey.

To create an exit page, click + Add exit page at the bottom of the left-hand navigation bar.

This launches the exit page template that you can edit.

You can do things like add:

  • A logo
  • A message to be displayed in larger font
  • Additional text to be displayed in a smaller font
  • A picture

When done, click Update custom page.

Customizing Your Email and SMS Templates

Playvox allows you to customize the email and SMS Templates that will be used to send your survey to users. To do so, click Template.

This launches the dialog you need to customize either of your templates.

Customize Your Email Template

When customizing your email template, you’ll be able to set the following:

  • Company Name: the name of your company
  • From: the email address from which the email is sent
  • Reply to: the email address to which replies from the recipient should be sent
  • Subject: the subject of the email
  • Body: the text included in the body of the email

When working with the body, notice the fields surrounded by a double set of curly brackets {{variable}}. These enclose dynamic variables that will be resolved at runtime so the email that goes out shows information unique to the user receiving it.

As you make changes, you can see a simple preview of your email to the right.

When done, click Save to persist your changes.

Customize Your SMS Template

When customizing your email template, you’ll be able to set the following:

  • Company Name: the name of your company
  • SMS: the text included in the body of the text message

When working with the body of your SMS message, note that there are fields surrounded by a double set of curly brackets {{variable}}. These enclose dynamic variables that will be 

resolved at runtime so the SMS message goes out showing information unique to the user that receives it.

As you make changes to the template, you can see a simple preview of the SMS message to your right.

When you are done editing your template, click Save to persist your changes.

Setting Up Users to Receive Surveys

Before you can send surveys, you must set the users to whom the surveys are sent. To do so, go to VoC > Users.

This brings you to a page that lists all the users you have in Playvox, as well as whether they have an External Profile or not. Only those users who have an External Profile can be sent a link to a survey via email or SMS.

You can set up an External Profile for a user by clicking the Config button located to the right of the user’s name. This brings up the Config user dialog.

You can change the profile picture by clicking on the stock image or you can provide a unique name for the user in the provided text box.

Click Save to persist your changes.

Sending a Survey

Before sending a survey out, Playvox allows you to send a test survey so that you can see how things look from the user’s end.

To do so, go to VoC > Surveys. Find the survey you want to test, and click the More button. Choose Send a test survey from the list of options that appear.

You will be asked to provide the following information before Playvox sends the test survey:

  • The name of the agent
  • Customer name
  • Customer email
  • Customer phone number

When done, click Send to send the test email.

Integration Instructions

Playvox does not come with built-in functionality in the Dashboard to send emails; rather, Playvox provides you with the integration instructions you need so that you can call the Playvox API and have it send the surveys out on your behalf.

To access the integration instructions, go to VoC > Surveys. Find the survey you want to test, and click the More button. Choose Integration instruction from the list of options that appear.

To send out emails or SMS messages asking users to take a survey, you will need to make the appropriate call to Playvox. As part of the call, you will also need to include the VoC survey token that is automatically generated by Playvox and displayed to you.

After you have administered one or more VoC surveys, you can find your results by going to VoC > Reports. The results are grouped by survey, and you can open up the full set of results by clicking View.

Once you’ve opened up the results for a specific survey, you can filter through the results by Agent, the rating (e.g., stars) given by the user, or whether the user left comments or not.

You can view your data in Playvox, or you can export the data (in Excel format) for import and use/view in the third-party tool of your choice.

Logging

Playvox automatically keeps track of your VoC survey-related activities. You can view this data by going to VoC > Log.

You can filter the data displayed by survey, agent, or status.

Each of the data rows displayed includes information on the survey that was sent, the agent involved, and contact information for the user to whom the survey was sent. You’ll also see status-related information, as well as when the survey was sent, when it was opened, and when it was completed.

You can view all of this data in Playvox, but you can also export your data (in Excel format) for use/view in the third-party tool of your choice. To export your data, scroll to the bottom of your screen and click Export to Excel.

Last Edited: 01.08.2020

Did this answer your question?