Product Overview of Freshsurvey
Introduction
Freshsurvey is a comprehensive customer feedback platform designed to help businesses gather, analyze, and act on customer and employee feedback. It is integrated with the Freshworks suite of products and focuses on key metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT).
Key Features
Survey Types and Customization
Freshsurvey allows users to set up and manage various types of surveys, including NPS, CES, and CSAT. Users can create elaborate forms and templates, customize button types (even using emojis), define point scales (e.g., 2-point, 3-point, 5-point, or 7-point scales), and apply conditional logic based on the choices made by respondents.
Survey Distribution and Channels
The platform is optimized for gathering feedback through multiple channels of your choice, enabling you to get an instant pulse on customer sentiment and loyalty. This includes integrating with other Freshworks products like Freshdesk and Freshchat to distribute surveys at the conclusion of agent-customer interactions.
Dashboards and Analytics
Freshsurvey provides robust dashboards and analytics tools to help users visualize and interpret the data collected from surveys. The platform offers general and theme-specific dashboards for NPS, CSAT, and CES, allowing users to filter data by survey name, date range, and advanced conditional filters. Users can also export dashboard data as PDF files or underlying data in a filtered or unfiltered format.
Reporting and Insights
The platform generates detailed reports, including monthly curated reports that provide an overview of survey performance. Users can view responses, including the number of responses with and without comments, response times, and channel performance. This helps in understanding why customers gave positive, neutral, or negative scores and in making data-driven decisions.
Integration with Freshworks Products
Freshsurvey is tightly integrated with other Freshworks products such as Freshdesk and Freshchat. For example, in Freshdesk, you can set up customer satisfaction surveys directly within the helpdesk workflows to measure helpdesk efficiency and customer satisfaction. This integration allows for seamless data flow and enhanced customer support capabilities.
Advanced Features
The platform supports various advanced features, including generative AI-based enhancements (powered by Freddy AI) to help agents be more productive. Additionally, features like antivirus attachment scanning, custom agent statuses, and enhanced contact import experiences contribute to a more comprehensive and efficient feedback management system.
Functionality
- Survey Setup and Management: Easily create and launch survey projects, configure advanced survey features, and distribute surveys through multiple channels.
- Data Analysis: Use detailed dashboards and analytics tools to filter, view, and export survey data.
- Reporting: Generate and receive regular reports to gauge customer satisfaction and sentiment.
- Integration: Seamlessly integrate with other Freshworks products to enhance customer support and feedback collection.
- Customization: Customize surveys with various point scales, conditional logic, and unique templates to fit specific business needs.
Overall, Freshsurvey is a powerful tool for businesses looking to systematically collect, analyze, and act on customer feedback to improve customer satisfaction and loyalty.