Importing contacts from Zendesk makes it easy to get an up-to-date list of names and email addresses and then filter them so that each NPS campaign contains only the relevant individuals.
How the filters work
SmileBack will fetch a list of your contacts and their attributes and then you will be able to filter by the following fields:
Companies (Organizations) – find everyone from a particular company or group of companies.
Location (Time Zone) – find all customers in a city or filter down a company with multiple locations to just one.
You can use filters individually or in combination, and you can filter down to just one option or multiple. Ticking the "Select All" box will mean that you do not filter by that field.
Importing contacts is the fourth step of creating an NPS campaign.
- Click "Import contacts".
- By default, all contacts are selected. Click on any of the filter boxes you want to use and you will see a drop-down menu of the options. When you're ready, click "Next" and SmileBack will import contacts matching your selected filters. This could take several minutes to complete, depending on how many contacts you are importing, and you will see a progress bar as SmileBack works.
- On the next screen, you will then see a list of all imported contacts. You can use this to check you got who you expected, and you can also deselect individual recipients if you wish to leave them out of this campaign. Click "Next" when you are done.
- The next step is to set the contact rule for the imported contacts. This rule controls how long it will be until they receive any other NPS surveys you send. This means you can avoid sending too many emails to the same individual if they are included in multiple campaigns.
On completion, you will go back to the main set-up for the new campaign to confirm and send your survey. Please note that if you exit the window or go to another section in the app, any new campaign you're creating or changes you made to existing ones will NOT be saved until the contacts are imported and the survey is sent
Before every survey is sent, according to the schedule you defined in Step 1 of the campaign set up, we will fetch the right contacts based on the filters you've selected. This way, you can "set it and forget it", as SmileBack will automatically get the most up-to-date set of your contacts.