Servmetrics lets you send SMS surveys in two ways:
- You can connect Servmetrics to another system you are using (such as Lightspeed POS or Shopify) and Servmetrics will automatically pull your customer information and send surveys.
- You can manually upload your customer data and send surveys using the Servmetrics Campaign feature.
This article will help you with sending manual surveys through the Servmetrics Campaign feature.
Once you have created your free Servmetrics trial account (which you can do here) you will be automatically taken to the Overview page. Click Connect My Account to get started.
Under the Manual Account section click on Open Account.
Your account is now set up to allow you to send SMS surveys manually, rather than through one of Servmetrics' integration partners. Now it's time to customise your Servmetrics account.
Start by uploading your logo (this is the logo that your customers will see when they take your survey). Click Edit Company Logo and then upload a logo file:
Once you've uploaded your logo you will see an example of what it will look like to your customers. Now it's time to link your social media accounts.
When one of your customers completes a survey that is positive, we will encourage them to tell the world about it by sharing their positive experience on their favourite social media platform or online review site. We recommend adding as many social media links as you can so that your customers have lots of choices.
*Note that if you have a dissatisfied customer, they will not be shown the links to your social media accounts, instead they will be offered an opportunity to be contacted by you to correct their negative experience.
Now it's time to enter your staff contact information. Click on Edit Staff Contacts to add the name and cell phone numbers of your team members (either yours or your employees) who you would like to be notified in the event of a negative customer experience.
This is a powerful part of the Servmetrics platform: it lets you and your team contact customers in real-time to correct negative customer experiences immediately.
Once you've entered the name and phone number, click Add Contact:
You can then quickly change which of your team members will receive notifications by using the on/off toggle next to their name:
Now you can select which questions you would like to include in your survey. Just click Edit Survey Questions and select which questions you would like to ask from our pre-prepared list, by dragging them from Available Questions to Selected Questions. If there's a question you would like to ask by don't see listed, simply email us at firstname.lastname@example.org and we'll add it for you.
Note that you must always have 5 questions in your survey.
You're almost done! Now you can take a moment to see a preview of what your survey will look like to your customers, and also what your internal staff notifications will look like. Simply scroll down to the Live Example section of the page:
If you move your cursor over the screen of either phone image, you can scroll through and interact with both the Client Survey and the Staff Notification. What you see is exactly what your customers and team members will see.
You can also send a test survey by entering your name and cell phone number and then click Send Test.
If you want to reset the screens back to their initial state, simply click Refresh:
If you're happy with everything you see and you want to go live, just scroll to the Locations section and click the location toggle button. If you have multiple business locations associated with your account, each location will automatically be added to this list.
You're ready to start sending surveys! For instructions on how to send surveys, just click here.
Once you customers have been sent a survey, they will be shown one of two screens:
If they fill in the survey with positive feedback they'll be encouraged to leave you a positive online review or social media shout-out.
If they fill in the survey with negative feedback we'll immediately send an SMS message to your staff contact to let them know, so they can respond in real-time.