SocialSurvey accounts now have the ability to configure secondary workflows, where you can automatically ask customers to write another review on third-party platforms such as Google, Facebook, Zillow, Health Grades, Realtor.com or any other review site of your choice. Previously, these workflows apply to all the users under the account.
By popular demand, we have expanded Secondary Workflows so they can be customized at ANY level of the hierarchy (at the User level, branch or location level, or region/division level).
We will also allow the Company admin to decide if a certain branch or some (or all) of their end-users have access to their own Secondary Workflow options. This is all now possible with SocialSurvey settings.
If activated, each branch, each agent can decide their own workflow!
Example: Your company might focus on Google and BBB reviews, but the agent can decide to drive customers to Facebook and/or Zillow.
If your company turns on this feature, you can also control who has access to edit the HTML. We highly recommend you allow your Customer Success Manager to edit HTML for all levels of your organization. It is tricky and we don’t want your customers seeing poorly formatted landing pages or broken links.
SocialSurvey also now allows you to define a different Secondary Workflow for customers and referral partners. This feature only applies if you are currently using our Partner Survey via API, Encompass SDK, or FTP.
Example: Zillow does not allow real estate professionals to write reviews for mortgage loan officers. But your loan officers love getting Zillow reviews. With this new feature, we can ask consumers to write Zillow reviews, but ask the real estate agents to write Facebook reviews.
How can you activate any of these new features? Start by contacting your Customer Success Manager for a full explanation of the options.
Please note: all of these new features only impact the landing page we show to a customer after they complete a survey. You can customize the Gateway message before they provide comment and after comment for each of 3 Gateway responses: Great experience, Just OK, or Unpleasant experience. This customization for your Partners and at agent & branch level DO NOT impact the emails sent to customers and referral partners (Realtors).