What the integration does for you: all feedback given by customers at the end of your team's meetings will be sent to your Hello Customer account.
Before you start integrating, note that you need the "Business plan" in order to use this feature. Integrations are on the organization level, meaning that every team member will be connected to the active integration.
Connect Hello Customer with Vectera
Vectera can send the Customer Satisfaction feedback that it captures to a Hello Customer CSAT touchpoint. In order to connect Hello Customer with Vectera, you will first have to set up survey questions (CSAT) for the touchpoint and retrieve several ID's in Hello Customer. After that, you can set up the connection in Vectera.
Steps in Hello Customer:
Log in to your Hello Customer account to update your touchpoint
Contact the Hello Customer support to retrieve the Company ID, Rating Question ID and Text Question ID
Once you've got all the ID's, open Vectera:
Go to the "Integrations" tab. You can find it on your Vectera account below settings, or just click this link: vectera.com/integrations/
Now you can see the available integrations. Click "Hello Customer"
Select the same language as the language chosen when setting up the CSAT and add the correct ID's in the provided text boxes.
You'll now see a green message saying that the configuration is successfully updated.
Check your meeting feedback in the Hello Customer dashboard
Vectera offers the opportunity to give feedback at the end of your meeting. Who can give feedback depends on whether a custom feedback text is set up*:
No custom text: Only the host(s) will see the feedback pop-up.**
Custom text: Both the host(s) and the guest(s) will see the feedback pop-up.**
*contact email@example.com to set up custom feedback text.
**The feedback pop-up will show if the meeting was longer than 5 minutes and at least 1 cam/mic was active.
Feedback sent to Hello Customer
Important: Only feedback from guests will be sent to the Hello Customer platform! This allows you to have an overview of customer feedback without interference of host feedback.
Check the feedback in Hello Customer
At the end of a meeting 'Guest' gives a 5-star rating with the feedback "Great meeting!"
(After 5 minutes) Open your Hello Customer account
Go to 'Conversations' to check the results
Vectera is looking forward to your feedback so we can offer you the best scheduling and customer meeting experience. Set up your next customer meeting right away by logging into your account or sign-up for a free, fully-featured trial of Vectera!