The Survicate and Customer.io integration lets you sync survey responses in real-time, ensuring that the most up-to-date information from Survicate surveys is immediately available in Customer.io. This allows for timely and relevant follow-up actions, based on customer feedback.
Specifically, the Survicate and Customer.io integration allows you to:
Embed a survey directly into Customer.io emails
Identify survey respondents using data from Customer.io
Send survey responses to Customer.io as custom person attributes
Save question answers as events in Customer.io
š Read on to learn how to set up and use the integration.
Make sure your respondents are recognized
For the integration to work, the respondents must be recognized - we have to know who responded to send responses to this person's Customer.io profile.
The identifiers you can use for the purpose of identifying respondents are:
email address of the respondent
cio_id of the respondent
id of the respondent
At least one of the above is needed.
In this paragraph, we'll explain how you can capture one or more of those identifiers.
1. Email surveys
To identify the respondents automatically in email surveys, if you plan to send the survey via Customer.io, you have to choose Customer.io as your distribution tool both in the Configure and Share tab of your survey:
If you're using a different email service provider, select it in this field instead of Customer.io.
āThis method will capture the respondents' email addresses.
If you'd rather capture the respondents' id values, please modify the survey link, before sending it out via Customer.io, to include the ?p=customerio&external_id={{customer.id}} part, like this:
https://survey.survicate.com/surveyId/?p=customerio&external_id={{customer.id}}
If you'd rather use cio_id values instead, then please modify the survey link, before sending it out via Customer.io, to include the ?p=customerio&cio_id={{customer.cio_id}} part, like this:
https://survey.survicate.com/surveyId/?p=customerio&cio_id={{customer.cio_id}}
If you're sending your survey via a tool that's not on the Identify respondents with list, you can still identify the respondents with contact forms. To achieve that, you have to add a Contact form question with a required email address field to your survey:
ā If you'll be identifying respondents with a Contact Form question, please make sure that the Contact Form is placed before the mapped questions in your survey
2. Website surveys
To identify the respondents automatically in website surveys, you have to collect user email, cio_id or id as an attribute.
You can also use the contact form question with a required E-mail field, as described above ā¬ļø
3. Mobile surveys
To identify your app users, you will need to pass user traits (email address, cio_id, or id) from your app to Survicate: iOS, Android, Unity, Flutter, and React Native.
You can also use the contact form question with a required E-mail field, as described above ā¬ļø
āļøIf you don't know where to find the cio_id and id values of your contacts, please go to Customer.io > People, find a Person, and under their Attributes, you should see those values:
Connect the Customer.io integration
1. To enable theĀ Customer.io integration, go here.
2. Click the Connect button to set up the authorization:
3.Ā Provide your Customer.io's account Site ID, Project API Key, and Account Region, and click Connect.
4. Now, the integration is ready to use!
Sending responses to Customer.io as Person Attributes
Once the integration is enabled, you'll be able to flow survey responses into Customer.io as custom person attributes. By doing so, you'll enrich your Customer.io user profiles with collected data.
ā
1. Open your survey and go to the Connect tab and find the Customer.io integration:
In the Settings tab of the Customer.io Integration, you'll see the Update fields section:
ā2. Select the question you wish to update the fields from. To avoid flooding your Customer.io user profiles with data, we enable you to only send responses to chosen questions.
ā Ranking and Matrix questions are not supported for Customer.io integration.
3. Add the name of the custom person attribute you'd like to update under the User field:
By default, Survicate sends the content of a survey response as an attribute value, but you can change the label to make it shorter or to fit your data structure - click edit mapping to modify these values:
ā In case of theĀ NPSĀ® question, we send the values mapped based on the response group. However, if you'd like to receive your numeric value, you can switch on Send answers as 0-10 values:
4. You can connect more questions to your integration by clicking āAdd new and applying the same steps.
5.Ā Once you have your survey ready and the integration set up, you can test it without leaving Survicate - click the Test Integration button next to any field you've created:
We will create a test customerio-test@survicate.com user and send answers to this userās profile in the format you selected.
6.Ā After a respondent answers your survey, you'll see their answer in the attributes you connected to the questions:
You can use this data to create new Customer.io audiences and segments based on person attributes and their values.
Survicate events after someone answers a survey question
Each time a respondent answers a survey question, Survicate triggers a custom event within Customer.io named survicate-question-answered.
1. In the users' Customer.io profiles, under Activity, you can see how many times they responded to Survicate survey questions and when was the last time they responded:
2. The event contains event properties with the answer to the question and the information about the survey, question, and respondent. You can use this event to:
create a segment of users who responded to a survey after a particular date, or a particular number of times,
trigger campaigns in Customer.io only to contacts who provided certain responses,
analyze Survicate events in Activity Logs in Customer.io.
š If you have any questions about setting up Customer.io integration - feel free to reach out to our team via chat or email: support@survicate.com.
Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.