This feature provides users with the ability to gather solicited customer feedback via Email and WhatsApp enabling brands to capture insights at every customer touchpoint. It helps to improve the rate of response and the quality of feedback.

User Benefits: This sets the base for expanding our distribution to other channels like social, improving customer feedback volume and quality by sending surveys on the right channels.

There are two ways in which you can design the Omni Channel distribution survey:

• Whatsapp

• Email Messages

We can customise the workflow to schedule optimum distribution to suit the needs to get impactful feedback. We can collect both active and passive feedbacks from the customers.

Steps to Create Omni Channel Survey Distribution

There are 2 additional ways in which you can design surveys.

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Steps for Omni Channel Survey Distribution | Email Messages

1. Click New Page(+) and under Sprinklr Insights select Surveys. 

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2. Click Create Program on the right side top corner and fill in the program details.

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   1. Program Name: Enter name of the program 

   2. Description: Optionally, add description 

   3. Nest Program Under: Select location for hosting the program 

   4. Permission Settings: Select users for Edit/Read Only permissions and click Create Now pop up. ​

3. Select relevant template under Choose Template window and click Next.

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4. Fill Survey Details and click Create 

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   1. Name: Enter a name of the Survey 

   2. Base Language: Select the language of survey 

   3. Survey Tag: Optionally, add a tag to the survey

5. Click +Question (Choose from Library). Drag questions from library or add below and click Submit (You can select various types of surveys from the library).

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6. Click Distribution from the menu bar.

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7. Select Email and click Create Now (from email distribution survey). 

8. Add Distribution Details: 

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   1. Distribution Name: Enter the name of email distribution 

   2. Distribution Description: Optionally, enter a description 

   3. Click Next

9. Click Body and on Create Template tab add template details: 

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   1. Email Subject: Add Subject line to the Email 

   2. Email Content: Draft Email content  

   3. Question to Embed: Embed Questions 

   4. Survey Link Button: Write a name to the survey button 

   5. Email Signature: Optionally, add signature 

   6. Email Footer: Optionally, add email footer 

   7. Click Next (Preview of the Survey appears in the right pane)

10. Click Link Settings and on Link Expiry Details tab fill details:

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    1. Start Date: Add a start date to begin

    2. Expiration Date: Optionally, add expiry date 

    3. Limit Submissions per respondent: by sliding to the right, you can limit the number of responses, after which the survey will stop

    4. Add Custom Fields: Select Custom Field and Value

    5. Click Next

11. Click Thank You and add details to Create Thank You Template tab and click Next. 

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12. Click Reminder and add details to Create Reminder Template tab and click Next. 

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13. Click Schedule and on Schedule Distribution tab select scheduling options: 

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    1. Schedule 

       1. Select Date and Time: Select date and time of schedule 

       2. Sender Account: Select Account details 

       3. Recipient: Select profile and profile list of receivers 

       4. Skip Duplicate Profiles: Select to skip duplication

    2. Send Now 

       1. Sender Account: Select Account details 

       2. Recipient: Select profile and profile list of receivers 

       3. Skip Duplicate Profiles: Select to skip duplication

    3. Trigger Based 

       1. Sender Account: Select Account details

14. Click Create 

Steps for Omni Channel Survey Distribution | Whatsapp

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1. Click Distribution from the menu bar and select Whatsapp in distribution type and fill details:

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   1. Distribution Name: Enter name of the distribution 

   2. Distribution Description: Optionally, enter a description 

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2. Click Body and on Create Template tab add template details: 

   1. Message Header: Add header to the message 

   2. ​Message Body: Draft the body of the message 

   3. Message Footer: Add footer to the message 

   4. Survey link button: Add Survey link button 

   5. Click Next

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3. Click Link Setting and in Link Expiry Details window fill the details: 

   1. Start Date: Add start date  

   2. Expiration Date: Optionally, add expiry date 

   3. Limit Submissions per respondent: By sliding to the right, you can limit the number of responses, after which the survey will stop.

   4. Add Custom Field: Select custom field and its value 

   5. Click Next

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4. Click Thank You and in the Create Thank You Template fill details. 

5. Click Reminder and fill in the Create Reminder Template details. 

6. Click Schedule and on Schedule Distribution tab select scheduling options: 

   1. Schedule 

      1. Select Date and Time: Select date and time of schedule 

      2. Select Date and Time: Select date and time of schedule 

      3. Recipient: Select profile and profile list of receivers 

      4. Skip Duplicate Profiles: Select to skip duplication

   2. Send Now 

      1. Sender Account: Select Account details 

      2. Recipient: Select profile and profile list of receivers 

      3. Skip Duplicate Profiles: Select to skip duplication

   3. Trigger Based 

      1. Sender Account: Select Account details

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7. Click Create  

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