πŸ’― CSAT for Order Delivery

Understand how satisfied your customers were with their order-delivery experience

For this use case, we will explore how we can integrate Order Delivery Updates with CSAT so that you don't only keep customers informed about their orders but also actively engage them in providing feedback, fostering a positive and interactive post-purchase experience.

Here's what you can expect to find in this tutorial:

  • Order Delivered Notification: Discover how to set up automatic notifications to inform customers when their orders have been successfully delivered. We'll guide you through configuring these notifications to ensure they are timely, accurate, and reflect your brand's tone and style.
  • Customer Satisfaction (CSAT): Learn how to incorporate a Customer Satisfaction (CSAT) survey into the delivery confirmation process. This allows customers to provide feedback on their experience, helping you gauge satisfaction levels and identify areas for improvement.
  • Survey Configuration: Explore the steps involved in creating and customizing CSAT surveys to gather valuable insights from customers. From defining survey questions to selecting response options, we'll show you how to tailor the survey to meet your specific needs.

Prerequisites

Before getting started make sure you have the below to start with the building journey:

  1. Salla connector - For more information visit this link
  2. WhatsApp template created - For more information visit this link
    1. Create a WhatsApp Template for "Order Delivery Confirmation" to notify the customer that their order has been delivered and ask them to rate their delivery experience
    2. Add in the template a "Quick Reply" button; Rate us!

Step One: Order Delivery Confirmation Flow

After Salla is connected and the WhatsApp template is created, we go to Flow Studio:

  1. Go to Flow Studio and click Create New Flow
  2. Select Integration as an entry point
  3. In Flow Builder select Integration Trigger and select your application name (ex: Salla)
  4. Define your Trigger; New Order for new order confirmations or Order Status Update for ongoing order updates (for the remaining of the tutorial we will proceed with the "Order Status Update" trigger)
  5. Define the Output Fields required (Those are the customer-related fields that will be retrieved from the application, ex: Phone number, Name, Order number, Order link, order status).
  6. After integrations trigger, add the Branch widget, so that based on the order status a different Whatsapp message is triggered.
  7. In the Branch variable select the order_data_status variable from Salla trigger
  8. Add a branch for the "Delivered" status.
  9. In every branch select as next widget the Send Whatsapp template widget.
  10. After the branch is configured, click on the Whatsapp message configuration parameters.
  11. Select the Application Id, then select the destination number variable by including brackets ” {{ β€œ, then it will show all the variables of the flow, and select the one that carries the customer's phone number from Salla.
  12. Select the "Order Delivery Confirmation" WhatsApp template you previously created, and this will open a second configuration page.
  13. On that page, select the Template name and language, and then the variables supported by the template will be displayed.
  14. After the template is configured, click on the save button, then click on Save Draft, and finally Publish the flow! πŸŽ‰

Step Two: CSAT setup on the Chatbot

Now it's time to create the CSAT survey on the chatbot:

  1. Go to Chatbot in the left side navigation and click Create New Chatbot
  2. Define your "Chatbot Name" and choose your Channel "WhatsApp", then click Create
  3. As the first element use the Branch widget then click on the created "Branch" element
  4. Select Branch One then define the condition and use the variable lastTextMessageReceived to capture text from Buttons coming from the WhatsApp template
  5. If the button text in your WhatsApp template was Rate us! then set the value of the lastTextMessageReceived variable to be Rate us!
  6. Now it's time to create a subflow where the CSAT survey will be triggered once Rate us! is received, so Choose Create new subflow and name it CSAT Survey
  7. Then Create the CSAT survey you want to be triggered by following the below steps:
    1. In the left side navigation bar go to the star icon to create a new CSAT Survey
    2. Define the Survey name, the Survey Message, the Number of attempts, and the Failure Message
    3. Optionally, you can define a Feedback Message for your survey
    4. Then create the survey
  8. Go back your subflow CSAT Survey use the CSAT widget, and select your survey from the drop-down list
  9. If you want to have this even more segmentized, you can save survey responses into variable, and then
    Use Branch to check if the survey response is 1,2 or 3, you can use Human Handover to route the conversation to Agent as well