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Kiarokh Moattar

After painting on many walls, breaking my bones and getting scars and watching too many animated movies, I eventually grew up and got a B.A. in Psychology. Shortly after, I grew up a bit more and got two M.A. degrees in art & design. Today together with my fellow legends, I'm designing the word's best online survey app, while making stuff at Sony Mobile.

How to make your customer support automated, more efficient and more insightful with SurveyLegend

Customer support is vital for successfully driving any user-centric or customer-centric business. Your company needs to be responsive, and support customers in a quick and effective manner.

Why automating the customer support?

Have you ever encountered those touch-tone phone systems when you call authorities or big companies? They’re simply there, because they help the organization to reduce the work and also help customers to find the right answers faster.

When the quantity of support requests are high, your efficiency in support and the overall quality may drop significantly. This is when you need a customer support automation tool that can take away some of the burden and help both the customers to find right answers to their questions, and help you focus on customers which need more specific needs and require a more personal support.

What can become automated?

Well, pretty much a big part of the online support & help process can be automated. Basically, you need to use automation to direct customers who seek help:

  • towards the right answers, or
  • towards the right support agents who are specialized in different areas

To determine where customers should go, you have to ask a few basic questions first, then you’ll know what they need. This is the pre-support phase which determines the right support.

Knowing the answers, you can offer them the proper help, which could be sending a link to an online user guide article, or displaying contact information of the right support agent.

What are the benefits of automating support?

There are many beneficial aspects to having an automated customer support. Here are a few:

It saves you money & time

Previously we talked about the questions that are always asked when a support conversation is initiated. These questions determine the need, and then the support team give proper help.

So, these questions can either be asked by a real human, which means an extra customer support operator who naturally needs salary, or you can simply make a smart questionnaire using tool, which can take care of this pre-phase.

If you design your questionnaire well, ask the right questions and include right information, links, and answers, then your customers might find what they need even before talking to your support agents.

Divide the job efficiently

Your organization may have several support agents who are specialized in different areas, such as technical support, sales, refound, etc… or your company may have different sections and each of which having their own support team who have different responsibilities.

By asking the right questions, the questionnaire can automatically route the customers to the right support experts.

Automatically gather insights

This comes a great side effect of using our platform as an automated customer support program. We have a powerful analytics tool, natively integrated with our app, that displays beautiful diagrams and charts of collected data. This way, you can gather insights about your products or services, and easily follow the areas that people need your support for.

Having identified those shortage areas, you can then invest on improving them. It’s additionally possible to create sections of the collected data to track the effectiveness of your improvements. Over time, you’ll become better and better and customers may need less support. It’s like surveying people, while giving them a proper support.


Where do I start?

Define your first question

The help content for automated customer service questionnaires can be created with the information gathered from your website, like your FAQ page, or user guide page. These will pages easily tell you the most frequently asked questions by your users or clients.
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How to protect your survey with a password, passcode, or secret word

Learn how to protect your survey with a password, passcode, or secret word. Password protected surveys are essential for confidential research projects.

hen you make a survey with our tool, you’ll get a link which can be shared with anyone, posted on social media, or be forwarded via email to others. People might accidentally find the link to your survey, or search engines may lead them to it.

But sometimes you may need to restrict the access to your survey, keep it private, and share it only with a selection of people.

For example, you may be working on a secret project, designing and developing a new product or service. You still need feedback from your team or stakeholders, but you do not want others to access your survey.

In this case, you can easily assign a password to it using our survey logics, so that only those who are aware of this password can access it.

Here is how you do it:

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Enjoy the power of Logic & Branching, Get Embed Codes in a Second, and Design Your Surveys Like a Professional Designer

Enjoy the power of Logic & Branching, Get Embed Codes in a Second, and Design Your Surveys Like a Professional Designer. We did lots of performance improvements and a few bug fixes.
Hi friends! This is our biggest update evar! Even if it doesn’t look like that. But we’ve been putting our souls, our days, and our nights, to bring you something amazing. We rewrote many parts of our code and redesigned, to be able to release this version in its best form, for you, our dear user, who truly deserve it. This version enables you to create intelligent surveys or forms that react to your respondent’s answers. Continue reading & spread the <3!


New survey featuresNew Features:

 

survey logic and branching iconConditional logic and branching

We’re super excited to introduce you our brand new logic editor; and we are confident that this would be easiest-to-use and the most powerful one in the entire online survey market! As usual, we started with the user experience in mind, and did our best to design a system that can do a lot, without putting too much pressure on the user. Dividing a questionnaire into several branches, and adding conditional logic to it can be quite complicated. Specially when you offer lots of features, as we do. However, we believe that we’ve designed a pretty nice solution for it.

By adding logic flows for a questionnaire, you can practically program it to observe how a respondent answers certain questions, and then based on their answers, for example skip to a page or to another question further ahead in the questionnaire. You can also tell your survey to automatically show or hide certain parts of the questionnaire, if a respondents answers in a specific way.

Learn more about logic and branching.

Embed surveyAuto generated embed code

Now right inside the “Share step”, you can get an auto generated iFrame code, if you intend to embed your survey into a website or blog post. Simply copy the code, and paste it into the HTML source of the page.

It’s also possible to create forms such as contact forms or registration forms, using SurveyLegend and easily embed them into your WordPress or Joomla site. The great thing about it is that you do no need to install any additional plugins or add-ons on your website.

survey themesLots of new themes

We’ve added a ton of new themes to make your surveys even more astonishing and beautiful.

Our themes are pre designed by professional designers who have made sure that both the look & feel and readability of text works alright, using the right font on the right background, with the best mood and font size for each typography.

Our pre-designed themes come with different styles for visual elements, fonts and colors; but you can always choose to customize them as you wish.

customize survey themesCustomize your theme

In this release we’ve made it possible to customize each theme, and make it truly yours. We added several customization features that help you tweak the design, and make it reflect the visual identity of your brand.

Here is a list of what’s new in this release:

find survey themesSearchable themes

From now on, you can find a theme, simply by searching for relevant keyword. For example, you can search for keywords such as “light”, “dark”, “happy”, “cute”, etc., or look for color names, objects or even places.

We will keep enhancing this feature, so that you find the theme you may like, much faster and easier.

fonts for surveysChange typography

The newly added typography option allows you to change the font style of your questions. We have created a hand-picked list of fonts with both “readability” and “aesthetics” in mind. So we have made sure that the fonts we present to you can be easily read by the wast majority of the respondents.

Feel free to choose one that works best with your intended look & feel.

survey font sizeAdjust font size

Some fonts may require a larger font size to be easily readable on any device, and some may look better with smaller font sizes. Therefore we have added this feature which allows you to tweak the font size.

When deciding for the font sizes, always think about your audience group first, not just what looks best! For example, if you are surveying elderly people, they might need larger font sizes to read the text easier, while students can read smaller fonts much easier. Also if you display a survey in kiosk-mode on a tablet at your shop, make sure people who are passing by can read the text easily.

branded surveysChoose your color palette

Choosing a unique color palette will help you create a branded custom theme.

In a questionnaire, certain visual elements such as checkboxes, progress bars, radio buttons, buttons, etc., will get affected by the color palettes that you choose for your theme.

dark or light survey themesTweak the look & feel using moods

It’s now possible to change the general mood of your survey. Sometimes a dark look and feel may seem more exclusive, or simply work better with some backgrounds. While in other cases a light look and feel may make your questionnaire look more friendly or more spacey.

Also, whenever you think a more conventional look and feel works better, simply use the Classic mood. The Classic mood adds a white paper-like background under your survey questions, which can enhance the readability of question texts.

surveys with blurred backgroundEasily make blurred backgrounds

Now simply by toggling a button, you can give your backgrounds a beautiful blur effect.

The blur effect increases readability of question texts. Therefore, we recommend you to enable this setting, specially if you are using the Dark or the Light mood for your custom theme, because displaying text on a sharp background with bad contrast may make it hard to read.


UI / UX updatesUX / UI updates

  • We’ve made many changes in the interface of our app, to make the experience more flawless and friendlier than ever.
  • Lots of improvements and micro interactions. You’ll simply enjoy our app more thanks to improvements that are so delicate that you can easily ignore them. But they’re there ;).
  • Survey themes are now searchable by keywords.

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Get feedback

Get feedback

Get feedback, to learn and grow

Getting feedback can sometimes be experienced as ‘stressful’ or ‘irritating’. This is why we often hesitate to get feedback from others. As experts mention in “Find the Coaching in Criticism”, published at Harvard Business Review, “Even when you know that [feedback is] essential to your development and you trust that the person delivering it wants you to succeed, it can activate psychological triggers. You might feel misjudged, ill-used, and sometimes threatened to your very core.”

But according to the same article, the good news is that you can easily overcome this psychological states of mind and become a better receiver, simply by asking for feedback more often, and by applying the a few useful tips in the feedback collection process, which will be described further down.

Before starting to collect feedback, keep in mind that according to experts, those who clearly seek critical feedback tend to get higher performance ratings. One reason is of course because of the nature of getting feedback and becoming better. But also, when you ask for feedback, you not only understand how others see you, you also change the way they see you! Just the act of collecting feedback makes people trust and respect you more; and helps you create a better image of yourself for them.


Consider these handy tips, when you get feedback

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Instagram rebrand disappointed many users, couldn’t a simple survey save them?

rank pictures


Yes, we all have seen it! Instagram has recently launched a new visual identity. They have changed their app’s interface, made it more ‘simplified’ as they describe it, or if you ask me, they made it just much ‘whiter’.

But what created most of the hype about Instagram’s new look and feel, was an entirely different, unexpected, and very poor design for Instagram’s app icon.

Of course the company celebrated the new change with a blog post, newsletter emails, a nice video, followed by a ton of articles written by third parties.

But if you do a little research and read users’ comments and reactions under the mentioned posts, you’ll notice a totally different narration than what they officially try to communicate.

Why do many dislike the new change?

Some say that people don’t like changes. They get used to things and tend to stick to the way things are. This might be the case for some of the negative reactions about Instagram’s new look and feel; but there are many design experts who have clear reasons to explain why this was a bad design decision.

Well, the original icon had a skeuomorphic style, which is generally considered to be not good when used in symbols, logos, and icons. It’s true; and these days, it’s a particularly popular design trend as well. You may have heard the general term “flat design” used to describe the relatively recent interfaces which have a very simplistic look and feel with minimal amount of details.

One of the major things that Instagram’s design team has done is converting that old skeuomorphic design of their app icon, to a very simplified and abstract glyph shape, which still can be recognized as a camera. So far so good, and honestly the glyph does have a decent graphical appearance. However, what makes it very disappointing is their choice of using that gradient fill with so many variations of colors, which are not necessarily that appealing together.

Practically, gradients are very hard to handle and reproduce, especially in printing, and in grayscale or black & white versions of logos and signs. Therefore, gradients are almost always avoided by professional logo designers. But the color combination and these practical issues are not the main problems with their choice of gradient; as Instagram lives majorly on colorful high-end screens, rather than papers and packages. Nevertheless, the main problems is that they have simply taken away the entire visual identity of the well known and recognizable brand.

It seems that their design team have been aware of the fact because this is what Instagram mentions briefly about their change in the App Store:
Instagram's release notes on App Store
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