Introduction to Freshsales integration

Empower your Freshsales with Nicereply. In this article you can find out everything important about Nicereply integration.

  • How the integration works
  • Features of the integration
  • Trigger set up manuals

  • How the integration works

    The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics: 

    After you decide which metric you want to use you connect your Freshsales account with Nicereply. You set up an Freshsales trigger and Nicereply will start scanning the status of your deals on a regular basis. Trigger is an action that is caused by an event in Freshsales - in this case it is the resolution of a deal (deal is won or lost). After a deal is resolved a survey is triggered by this event. 

    Nicereply will send an e-mail survey to every customer your company had a deal with after the deal ends - the only requirement is you need to have the email address of that person in the contact information. You can edit the trigger behaviour - for example edit the number of hours since the end of the call after which the survey is sent. 

    Features of the integration

    See the list of 7 major features of the integration between Freshsales and Nicereply.

    1. Push ratings & comment right to the deal as a note

    All ratings will be pushed to the relevant deal in a form of note.

    2. Save CSAT/CES/NPS rating in the custom deal field and tag

    Beside the note, Nicereply rating value is automatically saved in custom tag and you can set up the Nicereply custom field and save CSAT/CES/NPS rating value there as well.

    3. Ticket backlink

    Identify feedback in context with the direct link to the rated deal.

    4. Sync customers’ name to CSAT/CES/NPS ratings

    Customers often don’t share their name in a rating form. Nicereply will automatically add customer names in the rating feed based on the deal ID, so you don't need to use the name field on the survey.

    5. Setup workflows based on CSAT/CES/NPS value

    As we have our CSAT/CES/NPS value stored in the custom field, we can do some automation. E.g. we can set different action to deals with low/high Nicereply. You can do this by going into your Freshsales account > Settings > Workflows and creating new workflow.

    6. User import

    Sync all your Freshsales users with Nicereply with one click. New users will get an automated email with login instructions. 

    7. Customize your CSAT/CES/NPS surveys according to your branding and needs

    Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.

    Trigger set up manuals

    After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback:

    CSAT: Click here for the Customer Satisfaction Score trigger setup guide

    CES: Click here for the Customer Effort Score trigger setup guide

    NPS: Click here for the Net Promoter Score trigger setup guide

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