AskNicely's Kustomer integration makes triggering surveys after an interaction simple. Response feedback is automatically sent back into Kustomer so that your Kustomer team has all the data it needs on hand.
You can also set up an AskNicely Kustomer Workflow feature that empowers your team to take immediate action by automatically creating a conversation in Kustomer when negative feedback is received.
The first step when integrating AskNicely and Kustomer is to connect your accounts together. Don't worry: when you connect your accounts, we won't send any action immediately - you'll have a chance to make sure everything is ready to go before sending your first survey.
In your Kustomer Account Settings Page, navigate to the API Keys and select "New API Key".
Create a new API key like the example shown below.
In order for AskNicely to be able to trigger survey sends, send feedback into Kustomer, and create new Kustomer conversations the following Roles are Required:
Copy the Token created by Kustomer, then head over to AskNicely.
Click App Store > Integrate > (search for) Kustomer. Add the API key/token and Save.
Triggering an NPS Survey from Kustomer
When your integration is first connected, your settings will look something like this:
You can choose to trigger NPS surveys from AskNicely when a conversation is closed in Kustomer. To do this, select "Set up workflow in Kustomer". This is a one-step process and will generate the workflow to send an NPS survey when a conversation is marked as 'done' automatically.
As an optional extra, you can adjust the settings or add more advanced workflows in your Kustomer account.
AskNicely Kustomer Workflows
When a customer responds to your AskNicely survey, their score and any comment they leave can be sent back into Kustomer and automatically create a Conversation based on rules you choose.
For example, you may choose to create a conversation for any Detractor response that has a comment. To do this, head to Workflows in AskNicely, select the Kustomer Workflow, and choose the rules you'd like to apply.
You should now be all set to gather feedback with AskNicely and bring all that data back into Kustomer.
Are you a Kustomer Super Admin? Contact our Support team to learn how to send a Survey Link to a contact from within Kustomer Workflows! Knowledge of API/Webhooks required.