Survicate's Slack integration empowers your teams to collaborate, discuss feedback, and find solutions together through the ability to receive instant notifications when survey responses are received.

Thanks to the integration, customer feedback is shared immediately with relevant team members through Slack channels.
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By following these instructions on how to set up an integration with Slack, you can easily connect your account to Slack and unlock numerous benefits.

This article will guide you through the most popular ways of using Survicate surveys with Slack. As a bonus, we'll also provide insights into how the Survicate team is using the Slack integration on a daily basis.

🛍️ If you run an online store, you can use the custom conditions in Survicate to notify Slack whenever a customer provides feedback in the post-purchase survey. This allows you to resolve queries and issues promptly, adding value to your services and helping you better understand your customers' needs. By enabling notifications to be sent to Slack, you can ensure you don't miss any details in the feedback, such as a feature request to improve your product, a payment method, and a delivery option. 

You can set up customized notifications for negative feedback or low ratings only. After receiving a notification, you can immediately initiate an internal investigation to determine what went wrong. This may involve reviewing the customer's order history and analyzing any associated customer service interactions or the delivery process. Once the investigation is complete, it's good practice to take steps to resolve the situation. Reach out to the customer who left negative feedback or a low rating to apologize and offer a resolution (refund, compensation, or replacement).

The appreciation channel brings customer support team members together, allowing them to share success stories and celebrate achievements. By feeling appreciated, agents understand that their commitment and diligent efforts directly influence customer satisfaction. 

💡Additionally, sharing positive feedback on Slack creates inspiration and motivation. Seeing colleagues receive recognition for exceptional customer support sets an example of excellence for team members to follow. It inspires them to improve their skills continuously, aim for the same levels of customer satisfaction, and reach new levels of excellence.

💭Customer feedback is a valuable resource for identifying areas of improvement within the support team. This helps the team to identify recurring issues, gather insights, and collaborate on solutions to enhance the support experience. The Slack integration empowers the team to proactively address customer concerns and improve service quality.

⭐ To streamline prioritizing selected responses and feedback, you can set up custom attributes such as low, medium, and high priority. This allows for efficient handling of feedback based on its importance.

❗️To recall a respondent attribute in a survey, you should pass the attribute value to Survicate either with a survey link or a snippet of code on your website or from your mobile app (IOS, Android, React Native).
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If you already pass user attributes to Survicate, you can see them in the Analyze tab:

By incorporating priority custom attributes, you can quickly identify and focus on the most critical issues by implementing priority custom attributes. This allows for a more efficient allocation of resources, ensuring that the right teams or responsible persons address high-priority matters promptly.

🚩 If your high-priority customers leave negative reviews, you can set up specific conditions based on their questions and attributes to react to their feedback immediately. This proactive approach allows you to swiftly address the concerns raised by your most valuable customers, ensuring their satisfaction and loyalty.

Create a Slack channel to track your key customers' feedback to act on their responses to enhance overall customer satisfaction.

Leveraging data from customer reviews lets you identify patterns and common themes in negative feedback. This analysis can help you identify systemic issues that require broader organizational changes or process improvements.

At Survicate, we use surveys across various teams to gather customer feedback. The Slack integration sends us real-time feedback, providing data for real-time discussions.

With the integration, our team members can immediately:

👀 react to concerns

🤝🏼 collaborate

📧 contact customers

📊 analyze feedback

🗒️ create a feature-request list

We share survey results with relevant teams for targeted action on specific projects.

➡️ For example, feedback from potential clients on acquiring new customers is promptly shared with our Customer Support Team. They proactively reach out to customers, offering assistance and addressing concerns.

Below you can see the responses collected as part of our Onboarding experience project.

➡️ We sent surveys to customers who stopped using Survicate after a trial period to understand why they did so. If they indicated a need for assistance, we forwarded their responses to Slack so we could quickly reach out and offer support with the setup.

Our Marketing Team created a Slack channel called "#content-feedback" to gather customer feedback on our content. This channel allows open collaboration and real-time notifications of customer reviews, which provides valuable insights.

📊 Analyzing the data helps us optimize our content strategy and improve the customer experience.

Using the Survicate integration with Slack, we optimize our feedback management process, enabling swift and proactive customer engagement. This integration helps us foster a customer-centric approach by ensuring that the right teams have access to feedback and can take prompt action to enhance the overall customer experience.
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