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Schedule follow-up communication with unhappy customers with HubSpot workflows
Schedule follow-up communication with unhappy customers with HubSpot workflows

Send automatic follow-ups to your detractors

Daniela avatar
Written by Daniela
Updated in the last hour

Using HubSpot workflows and Survicate x HubSpot integration, you can easily reach out to customers who submitted a low score in one of your CSAT surveys.

Step 1. Create and design your email CSAT survey

Set up your email survey using the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template, create a survey with AI, or start from scratch. Build your survey by adding your questions and adjusting the template.

πŸ’‘ If you choose to start from a template, you can find our propositions for CSAT surveys in Customer Experience -> Customer Satisfaction.

If you'd like to read more about how we calculate CSAT and Customer Satisfaction surveys in general, this article will feed your curiosity.

Step 2. Connect HubSpot Integration

1. To enable HubSpot integration, go to the Connect tab of your survey, find, and pick HubSpot from the list of integrations.

2. Click the Connect button to set up the authorization.

3. A pop-up window will appear for you to log in to your HubSpot account. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar, or use instructions for Chrome, Firefox, Opera, Edge, or Safari.

5. High five! The integration is ready to use πŸŽ‰

Step 3. Set up the HubSpot Integration

1. Go to the Connect tab of your survey and find HubSpot on the list of Integrations.

2. Connect the first question of this survey to a user field in HubSpot. In this example, we are using an attribute with the name csat_survicate, but this is up to you!

3. Go to Edit mapping:

Configure mapping in a way to differentiate unhappy customers from passive or happy ones. In this example, the detractors will have a 0-6 value in the csat_survicate property in their HubSpot profiles:

Step 4. Make sure your respondents are recognized

For the integration to work (send data/update fields), the respondents must be recognized - we have to know who responded in order to send responses to this person's HubSpot profile.

To identify the respondents automatically in email surveys, you have to choose HubSpot as your distribution tool both in the Configure and Share tab of your survey:

This way, if you send your survey via HubSpot Marketing Emails, we'll automatically pull the respondents' first name, last name, and email. We'll also be able to update properties in this contact's profile.

Step 5. Share your survey

There are two ways to distribute your email survey with HubSpot. Click the links to read more about both of them:

Once the survey is sent, we'll start collecting responses and sending data from Survicate to HubSpot. Once any of your contacts respond to the survey and choose a score between 0 and 6, we'll send 0-6 value to their profiles.

Step 6. Create a HubSpot contacts list

1. In HubSpot, go to Contacts -> List:

2. In Lists, create a new, contact-based list. It can be active or static, based on your use case:

3. Add a filter to the list, including only contacts with csat_survicate value 0-6, and save the list.

Step 7. Schedule follow-up communication

High five! Now you can identify the customers that are unhappy with the product and quickly follow up with them. You can, for example:

Send a personalized email to customers on your list

Go to Marketing > Email and Create Email. In the Send or schedule tab in HubSpot, choose the newly created list and send the follow-up.

Create a workflow and enroll contacts added to this list

Go to Automation -> Workflows and choose to Create Workflow. Set the workflow to be triggered once a contact enrolls to your list:

Ready! Good luck πŸŽ‰

πŸ“ž If you have any questions about HubSpot Integration - feel free to reach out to our team via chat or email:

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