Integrate Delighted with Freshdesk
Delighted is a service that employs single question surveys to provide businesses with real-time customer feedback. Each survey question can have a rating scale for customers to select from as well as a section where customers have the option to leave a free-form comment. This provides both a numerical score - that can be collected to create a Net Promoter Score (NPS) - and useful customer feedback that Delighted can filter and search to retrieve the most useful responses for a given purpose.
Freshdesk is a customer support ticketing system that includes a range of ticketing tools such as ticket prioritization, service level agreements, native internal communication between collaborating agents, automated suggestions for ticket solutions and in-depth customer support analytics.
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Delighted's End Points
Create a survey recipient, including their customer ID, email address and phone number. Then, you can customize your survey delays based on your customers’ needs and preferences, specifying how you want the surveys sent - via SMS or email - and how frequently you want them sent.
Retrieve data from customer responses, including the score they selected, any comments they left in response to the survey and the person ID for the customer (which allows you to continue to track their responses). Additionally, use this data to create and update your Net Promoter Score, which can help provide customer analytics both within Delighted and in other data sources via integration.
View important metrics for your account like your NPS and the percentage of your respondents that identified as promoters, passives, or detractors. This provides a broader view of your survey performance that can help you determine your overall business performance.
When someone unsubscribes, you can maintain their previous survey response data and view their old emails. When integrated with other user data, this information can provide key business insights. It can also be used to run an array of business analyses, including predictive analytics.
Freshdesk's End Points
Create, view, and/or modify information associated with one of your support agents, including their contact information (name, email, phone number), their permission level and which customer support group they belong to. You can also see if the agent is currently available to take a ticket and how long they have been available for so that you can assign tickets to appropriately.
Retrieve and update information about replies and notes associated with tickets, including the full text of the reply and the IDs of the agents, customer and support ticket associated with the conversation. This will not only allow you to integrate the full content of a support interaction into your customer support analytics but also allow Freshdesk to provide deeper analytics with regards to support agent performance.
See an array of information about a support ticket, including the customer that submitted the ticket, the source they submitted it from, the assigned agent, the content of the support request and the priority that Freshdesk has assigned that ticket. This, along with data about the type of support issue that the ticket is addressing, will allow you to more effectively assign the right members of your support team to the right tickets.
View data about a contact that has created a support ticket. This includes both basic contact information - like their name, email address, and social media ID - and information that will help you to more effectively assign the right agents to meet that contact’s needs, such as their preferred language, their associated tags and what other tickets they have submitted.