Home » News » #2 Turn Satisfied Customers into Advocates (Live Webinar Series)
Last edited: January 10, 2022
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This is the second summary post of a live webinar series about using Trustmary. You can sign up for the upcoming sessions here and ask your questions during the Q&A at the end. (If you haven’t signed up for the free version of our software yet, I suggest you do it now to make the most of this post.)
In our second session, we covered how to collect survey responses, convert those responses into reviews, and what it means to publish them. We also discussed how you could collect video reviews and import and manage your contacts in the tool. If you missed the webinar, the following summarizes the session’s most essential points. You can also find the full webinar recording from here.
(00:02:54)From the navigation panel on the left, you can access the surveys you’ve created. Choose the survey you want to collect responses to and click ‘Collect’ to access the options:
(00:08:07)Click ‘Send survey’ to start the process. You can
You have four different options for choosing survey recipients. You can choose
Designing your message
Finally, the summary shows all details and the message, and you can send it right away or save it as a draft. Sending the message opens a report where you can track the opens and responses for your survey.
(00:16:30)(Yes, this is where the magic happens!) When responding to the survey, the customer gives feedback and is then directed to a page where they’re asked for consent for the public review.
(00:18:24)If you’ve enabled video reviews for the survey, the customer will be asked for an optional video review after providing a public text review. (This option is available in Plus and Enterprise plans. Check more about the features and pricing here.)
From the survey settings, you can also give your customer an option to directly share their review on social media from the ‘thank you’ page.
(00:19:52)When you first open the survey, you will see a summary of the results and the most recent reviews (text and video).
You can deep dive into your results by opening the ‘responses’ view, where you can also filter responses based on a question, recency, or NPS score. You can export the data to a spreadsheet from here as well.
(00:21:52)You have full control over your reviews, meaning nothing goes public until you mark them public. Clicking ‘Publish” on the review tells the tool that it can use the review as content on embeds and notifications. To appear on your website, you need to have Trustmary’s script embedded on your website code. More about embedding the script and publishing your reviews on our #3 webinar.
(00:23:24)You can find all your uploaded contact lists under ‘Contacts’ on the navigation panel.
A Smart list automatically gathers contacts to the list based on a rule. For example, you can choose to collect all your NPS promoters (customers that have given you a score of 9 or 10) to one list and use it to send a different kind of survey to gain more insights and collect more useful reviews you can use to build trust with your potential customers.
(00:25:35)How do I add my email as a sender for my surveys?
Open settings from the top right corner and add a new sender under the ‘Senders’ section. After creation, you receive a verification email and, once verified, you can use the email for sending your surveys.
Where can I find my message drafts and track my survey opens and response rates?
From the navigation panel on the left, open ‘Messages’. Here, you can browse the messages and drafts. Opening a message gives you a view where you can track opens, clicks, and responses.