Integrating a third party in-app NPS collection software with Gainsight's NPS module?

  • 1
  • Question
  • Updated 3 months ago
  • Acknowledged
Has anyone successfully completed the integration between a third party in-app NPS collection software (such as Wootric or AskNicely) with Gainsight's NPS module?

We are in the process of contracting a third party NPS software, to collect NPS data of our clientes inside of RD Station, a web-based marketing automation platform (similar to Hubspot) and use Gainsight as our CRM, that holds all of our customer data. Should the integration with any one of these two softwares we are looking at be too complex, we might end up disconsidering in-app collection and just revert back to email.

I have opened a ticket on support asking about the integration and they sent me here for ruther investigation:

I am told we have a way if one has strong knowledge with salesforce code, but it is quite complex and we don't support it. Generally the code has to replicate the same way as we do in our docs here.
If would suggest looking to post on Gainsight Community, for a feature request or another customer may have done the integration.
As far as AskNicely's sales representative has informed me, they offer a native integration with Salesforce, but that only applies for NPS results collected via email, and the native integration does not work with data collected in-app.

Wootric is just about to lunch their native integration with Salesforce, although the details of it remain unknown, and it seems that integrating with Gainsight's NPS module will not be supported initially.

We will try and temporarily solve the problem by manually importing our externally collected NPS data. This is far from ideal, and we will need to automate this process via an integration in order for it to scale.

Has anyone successfully completed such an integration and could share some details as to how they went about it?

Could anyone provide any tips on how to perhaps get around this problem or can think of a better solution?

Any forecast on a native integration between Gainsight's NPS module with Wootric or Asknicely, since they seem to otherwise offer an integration with Salesforce?

I appreciate your feedback.

Warm regards from the south of Brazil.

Photo of Ziga Kipar

Ziga Kipar

  • 220 Points 100 badge 2x thumb

Posted 1 year ago

  • 1
Photo of Manu Mittal

Manu Mittal, Employee

  • 13,156 Points 10k badge 2x thumb
Thanks for posting, Ziga. If any of these vendors integrates with Salesforce already, we could automate the part where you have to load NPS responses using a CSV file. Following are the steps:
  1. Create a new Survey Master as indicated in that document, and extract the Survey Id.
  2. Build a Salesforce Process that triggers on the object where your NPS vendor stores responses. 
  3. Have it create a new record in Gainsight's 'NPSSurvey Response' object for every response. Do the field mapping as you would when uploading responses manually via SFDC Import Wizard or any other data load tool. You can hard-code the Survey Id you extracted previously.
Hope this helps!
Photo of Ziga Kipar

Ziga Kipar

  • 220 Points 100 badge 2x thumb
Manu, thank you for your response. As I have noted in my comment, it seems that there will be no way to natively integrate any of the NPS tools we are considering with Gainsight. They do offer an API with which to try and integrate.

Any ideas how to go about this type of integration?
Photo of Jerry Patel

Jerry Patel

  • 60 Points
Yes you have to buy API from Gainsight or find API from