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I wish to initiate internal and external customer experience surveys throughout the life of a project. There would be multiple touch-points throughout that journey. Can I create automated send outs for different questions in the surveys, aligned with the portion that was just completed?
That's a good question.
If I understand your question, you want to be able to send off customer experience surveys based on the stage of the journey a customer is?
In other words, a customer that has recently signed on should receive a different experience survey to someone that has been a customer for a while and who has recently purchased a product?
If that is correct, what you first need to determine is if there is any field/feature in your data that would indicate where in the journey a customer is. This could be status reason if you using D365 CRM or a custom field.
This field is key because it effectively gives shape to your journey in the application. Without it, it would be difficult to identify which customers are at each stage.
You can then create segments in Customer Insights for each journey stage. For example, 'New Customer' segment where the filter is all customers in Customer Insights with 'recently activated' status reason.
To get the automated sending of questionnaires part right, you're going to need to run workflows. Power Automate will do this job for you.
You could probably create several flows - each one sending out a specific experience survey. Power Automate has connectors to Customer Insights and you can connect directly to segments (they are stored as entities/tables).
Depending on your trigger for the workflow, Power Automate would get the customers in that segment and then send the survey off.
As the system refreshes overtime, your status reason field would be updated for each customer and automatically shift them to the right segment. You should also probably bring in data that indicates if a survey has been sent already and use that as an additional filter when defining your segments.
Hope this helps!
Hi CharlesH, I know this is very late, but please let know if you are interested in exploring the use of AI and natural language processing to process the survey responses.
Ted Way, PhD | Microsoft D365 PM Lead | Insights Apps AI
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