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

Learn how to create a fully automated customer support system, using 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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Collect customer feedback in your stores with the help of Kiosk Mode surveys

Kiosk Mode surveys Made Easy

Every day customers pass through various stores, boutiques, hotels, exhibitions, restaurants, airports… or simply put, companies which own a physical place that the buyers can visit whenever they need to interact with the sellers. For you as an owner of a business, these visits have an important meaning. The customer is there with a specific goal; they are there because of your company and what you offer. They are YOUR current or future customers, therefore being able to ask for their feedback in your own facility is priceless! All you need is a beautiful survey, presented nicely for your visitors.

Creating a survey and presenting it on an iPad or Android tablet makes it easy to answer questions in the boutique in real-time. This enables collecting the much needed feedback and gettings answers to questions such as:

– Was the staff friendly?
– Were you able to find what you were looking for?
– How happy are they with the support you received?
– What can be improved?
– and more…

All these question, can ask the customers passing in and out of your facilities, be it your first bakery, a retail chain with several hundreds of stores all around the world, or a hospital asking their patients for feedback.

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New touch screen device simulators better embedded surveys UX/UI improvements

New update, performance improvement and bug fixes
Ladies and gentlemen. We’re so happy to let you know that a new version of our survey creation tool is live! What’s visible is that we have improved some of the existing features, and enhanced our “user experience” in a variety of ways.

But the cool part is that so many things have been totally remade under the skin of SurveyLegend. Many code improvements both in the app, and in your surveys have made it possible for a giant and amazing feature which will be coming soon :D! To know what that feature is, you need to stay tuned ;). But for now, enjoy & spread the <3!


New survey featuresNew Features:

 

smartphonePreview the survey on touchscreen devices, right in the app

Surveys that are made by our tool look astonishing on every device, be it a desktop computer, a table, or a smartphone. However, we noticed that professional researchers sometimes want to see a preview of the survey they are creating, on a mobile device. Of course they could send a link to themselves and preview the survey, but first of all it would pollute the data, and it wasn’t convenient at all while the survey was still in creation or design phase.

Therefore we developed a handy feature that empowers you as the creator, to instantly see a live preview of the questionnaire you are working on with a single click. You can easily switch to different preview modes, such as full-screen Full-screen survey preview, tablet Survey preview on a tablet, or smartphone Survey preview on a mobile phone by clicking on their respective icons or even rotate the device by clicking on the rotate button Device orientation button to make sure everything looks exactly as you want them to!

Read more about previewing your surveys.

Switch pagesSwitch pages in preview mode, and override compulsory questions

When creating a survey or form, you can make some questions compulsory to answer. But these questions need to be answered, even in the preview mode, to be able to go to next pages of the questionnaire. This is because we intend to show you how the questionnaire behaves in real life. However, it’s now possible to quickly jump back and forward to any page within your survey, while you are in preview mode. When you click on the navigation buttons on top of the preview step to switch pages, you don’t have to answer the required questions at all. This will help to override the natural behavior of the survey, and you can preview it more easily.

Read more about previewing your surveys.

Easy drag and sorting of survey questionsEnhanced Drag & Sorting of Survey Questions

We recently added a new button Easy drag and sorting of survey questions which toggles the way you preview the surveys in Create step. This compact view gives you a better overview of your questions, and also provides an easy way to drag and sort survey questions.

In this update, we made it possible to edit each individual question, naturally by clicking on them. As soon as you click outside, they go back to that compact preview mode.

Embedded surveysAuto scroll to top on page switch, for embedded surveys.

Previously, long surveys which were embedded in iframes had a small issue. When respondents clicked on the PREVIOUS or NEXT button to switch pages, the survey would change page, but respondents had to manually scroll to the top of the embedded survey page, to be able to see and answer questions. This was a technical problem related to web-technologies. However, we found a sweet way to solve this problem in our code. You don’t need to do anything special. Just embed the questionnaire as you have always done. Our new code is already taking care of it.
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