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Survey 2.0 Internal Handoff from sales to CSM

  • 4 January 2021
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I am working on creating an internal handoff survey that would go to the Account Exec on the account upon an account closing.

 

Do I need to make this a transactional survey?

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Best answer by heather_hansen 5 January 2021, 20:08

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@andreammelde is the tech savvy on survey

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@meenal_shukla, @seth, @gunjanm, @kelly, @john_apple, @heather_hansen, @cmultanen  and @jean.nairon request you to leave your recommendation here.

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@techtouchtam  what do you mean by transactional survey? Do you mean the Journey Orchestrator program type is operational or marketing?

 

If you do Operational, you will be limited to 5,000 email sends. I would recommend using Marketing, but create an opt out that is internal with a specific opt out page for internal users. You can always manually opt internal back in. Using the program, you can make the send email be from the person handing off to the account team, as well as the response in case they have questions

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Can you explain more what you are trying to accomplish? Is it a CSM that completes the hand-off survey, and you want to results to go to the account exec? Will the CSM receive the email that contains the survey?

 

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@techtouchtam  what do you mean by transactional survey? Do you mean the Journey Orchestrator program type is operational or marketing?

 

If you do Operational, you will be limited to 5,000 email sends. I would recommend using Marketing, but create an opt out that is internal with a specific opt out page for internal users. You can always manually opt internal back in. Using the program, you can make the send email be from the person handing off to the account team, as well as the response in case they have questions

@andreammelde So When creating the survey it has a transactional (event based) selection. I think I have found that I do not need this to be selected.

 

I will be using the Survey in a program, and think I have that part setup as well. My main lingering question is when the Internal Account Exec Fills out the survey, associated with the account, will it appear in the “Survey” Tab on the C360 page under survey responses, since it is not a CSAT or NPS?

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Can you explain more what you are trying to accomplish? Is it a CSM that completes the hand-off survey, and you want to results to go to the account exec? Will the CSM receive the email that contains the survey?

 

@kelly The goal is to send the Pre-sales Account exec a survey that will provide the post sales CSM the information they need to have a successful kickoff with the customer.

 

Ideally the survey results would be available in the C360 page.

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@techtouchtam Yes, it should still show up in the Survey section under Survey Responses.  For example, we have a survey that we send post Onboarding, and the results for that survey show up.  Clicking on the eyeball let’s you see the response.

 

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I actually implemented this for a client about a year ago. What @heather_hansen outlined is exactly what we did. We also emailed key highlights from the Survey Response to the CSM and provided a link directly to the response within the JO. 

  
End Proctoring-
 
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Thank you all for your help on this!

 

One final question @gunjanm how did you tokenize (assuming this was the approach) the Survey link? Is that on the Survey Object? Would I have to use a second program to then pull this in?

My initial thought was to include an “AE has completed the survey” email to the CSM after the survey is complete. This was included in the Survey Program….is it possible to get that link tokenized inside the same program?

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@techtouchtam  That field is actually automatically tokenized for you for an email that is sent after a survey is filled in. You should include in your template the word to be tokenized, and then when you map in the program step. If you search “Survey” in the mapping, you will see the other auto tokenized values you can use. 

 

The value token you should use is “Survey Response Page URL”.

 

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@andreammelde Thank you! really appreciate the response from the community helping me through this one!

 

The More You know.

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@techtouchtam  That field is actually automatically tokenized for you for an email that is sent after a survey is filled in. You should include in your template the word to be tokenized, and then when you map in the program step. If you search “Survey” in the mapping, you will see the other auto tokenized values you can use. 

 

The value token you should use is “Survey Response Page URL”.

 

You can also use these in CTAs! To keep email noise a little quieter ;) 

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