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elaine_cleary
elaine_cleary
Helper ⭐️⭐️
May 22, 2015

Out-of-the-box event-based or triggered surveys

  • May 22, 2015
  • 20 replies
  • 214 views
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers).  For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage.   While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins.  Anyone else interested in this capability?

      20 replies

      gabe_eisner_ca80d0
      gabe_eisner_ca80d0
      Contributor ⭐️
      May 22, 2015
      Definitely agree. This is a big requirement for us. What we're doing with NPS can't be considered transactional without it.
        nicole_gemmer
        nicole_gemmer
        Contributor ⭐️⭐️
        May 22, 2015
        This is a top priority for us as well.
          andrea_wilkins
          andrea_wilkins
          Contributor ⭐️
          May 22, 2015
          Yes!  I would love the ability to create my own surveys tied to event based triggers (for example, 30 days after go-live)
            tiffany_mcnair_caruthers
            tiffany_mcnair_caruthers
            Contributor ⭐️
            May 22, 2015
            Ditto to Elaine for posting, Gabe, Nicole, and Andrea's comments!  We need this!
              dstokowski
              dstokowski
              Gainsight Employee ⭐️⭐️
              May 28, 2015
              A very common request
                sundar
                sundar
                Expert ⭐️
                May 29, 2015
                Would you like to trigger surveys based on an event via copilot?

                Once the enhancement is completed, It would work like this,
                1. Create a power list in CoPilot, with the required criteria like 30 days after customer created
                2. Build the email template in CoPilot instead of SFDC templates, you will have an option to insert a button or link which will be replaced with the unique survey URL for each participant.
                3. When you configure the outreach pick the right power list and email template and schedule the outreach to run everyday and select the option to send this email with Survey only once in Lifetime.
                This triggers the survey once in a day if the criteria has met. 

                Let me know your thoughts on this! Vote for this enhancement by hitting like.
                  tzundelgainsightcom
                  tzundelgainsightcom
                  Helper ⭐️⭐️
                  May 29, 2015
                  Sundar, I know some customers would like it to repeatedly trigger, every X days from a specific date (created date, start date, contract date - data that is on the account object). Would the enhancement conceivably be able to cause a repeated triggering, rather than once in a lifetime?
                  sundar
                  sundar
                  Expert ⭐️
                  June 1, 2015
                  Yes Tracy, 

                  You will be able to do it with the filters that looks like this
                  Contract date = Rule date - 30days
                  OR
                  Contract date = Rule date - 60 days.
                  OR 
                  and so on... 

                  Here the limit is only the number of filters that you can add. The limit on the # of filters is 26, so you can imagine how long you can go with this.
                  douglas_kelly
                  douglas_kelly
                  Contributor ⭐️⭐️
                  June 2, 2015
                  This is one of the biggest game changers for us! We really need to be able to assess the health of customers after a given event automatically so that no one falls through any manual cracks.
                    douglas_kelly
                    douglas_kelly
                    Contributor ⭐️⭐️
                    June 2, 2015
                    Sundar, what about something like Contract Date = Rule Date - (MOD(Days on Program, 30)) so that it truly is repeating forever and ever?
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