If you use a mailing list in Help Scout to distribute your surveys, the first & last name and email address information of the respondents will be captured automatically. You'll be able to filter survey results by these attributes as well. You can also add any attributes to your survey link that are supported by Help Scout.
There are two ways to distribute your survey with Help Scout:
Step 1. Create an email survey
Start by choosing the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template, build a survey with AI, or start from scratch:
Continue building your survey with this guide.
❗️Please remember, if you want to embed your survey into an email, the first question of your survey needs to be either a welcome message, single choice, a smiley scale, rating scale, or a Net Promoter Score®. If you choose any other type of question as to the first one, we will only provide you with the link to your survey.
Step 2. Design your survey experience
Customize your survey page in the Theme tab by adding your company logo or changing colors. Make your surveys entirely branded as your own!
In Settings, you can also enable navigation, a progress bar, or the email answer confirmation feature. In the Texts tab, you can modify the survey's messages.
Step 3. Configure the survey settings
Once you are ready with your survey, head to Launch ➡️ Identify respondents and pick Help Scout as the distribution tool:
In the Launch tab, you can also enable other options, such as retaking, end date, or expiration date. Read more here.
Step 4. (Optional) Set up integrations for your email survey
In the Connect tab, you can connect the survey with any tool you use or set up Email notifications whenever a survey is answered.
Step 5. Share your survey
Head over to Launch ➡️ Share and decide how you'd like to send your survey.
Direct link
Grab a link to your survey, and hide it behind a CTA button or hyperlink.
Launch in an email
Display your survey's first question in the email body to allow respondents to start the survey directly from the email. The respondents will then be redirected to a landing page to answer the rest of the survey.
1. In the Email embed section, click Get email code, then copy the HTML code.
2. Open or create a new conversation in Help Scout.
3. Pick "Insert HTML" from the available options.
Paste the HTML code copied from your surveys, and you're ready to go! You can send out the survey and get feedback from your users.
💡 To make things even easier, you can save a Survicate survey as a "saved reply", so it will be possible to use it even faster! All you need to do is go to saved replies, create a new saved reply, paste the HTML code, and click "save reply".
From now on, you will be able to find the survey in your saved replies library!
Best practices
Create follow-up conversations or update customers' properties with Zapier integration
You can connect Help Scout and Survicate via Zapier to trigger new conversations or update customers' information when a new survey is answered or completed.
Collect information about the respondents
When sending the survey via Help Scout, we'll automatically recognize the respondent's first & last name and email. You can also add any other Help Scout attributes to your survey link to identify the respondents with this data.
Measure Customer Service Performance with Help Scout
You can share Survicate customer service agent surveys using Help Scout and collect agent-specific feedback from your customers. By adding agent-specific parameters to your survey link, you can gather feedback on their performance.
These parameters are easily filtered to analyze your agents’ performance results individually.
📞 If you have any questions about sending a survey via Help Scout - feel free to reach out to our team via chat or email: support@survicate.com