Customer Satisfaction Score (CSAT) email template distribution in Front

This article will show you how to start measuring Customer Satisfaction Score (CSAT) directly in your Front email template (signature).

You can either follow the integration video manual or follow the written documentation below the video.

Integration video manual

Written documentation

Requirements

In this article

NOTE: every step is the article is the same for CSAT, NPS and CES

Enable integration in Front

In the settings of your Front account, go to integrations and choose Nicereply from the app directory. Here you need to do a few more things:

1. Click Enable integration

2. Enable Nicereply

3. Insert company URL - the company url is available in Nicereply settings in your account. Then save settings.

Connecting Front with Nicereply

1. Choose the CSAT metric in the “left menu” in your Nicereply account. Click on START CSAT. If you do not see the START CSAT button click on NEW SURVEY button in the top left corner of the screen. Then, Choose your primary CSAT question rating scale. Once you choose the survey rating scale it is not possible to change it later.

2. From distribution options choose EMAIL TEMPLATE

3. You’re on the app directory page now, click on Front icon

4. In the next step add your Front Token, to get your Token go to your Front account > go to Settings > Plugins and API > then click on API and create New Token.

Important Tip: Name your new token Nicereply. This will ensure that all your customer feedback is pushed into your Front conversations properly. 

Select following scopes: Shared Resources and Private Resources, then click create.

Hit Connect and continue to activate your agents in the next step.

5.  Add your user from Front to Nicereply. New users will get an automated email with login instructions from us.

Adding email template to Front

6. You're on the good way! To collect customer feedback, you need to place CSAT (smiley faces) into your Front email templates. Now copy Code for CSAT (not Preview!)

7. Go to Front account > Settings > Signatures> Add signature, Switch to Mode: Raw and paste code for Smiley faces, then click Save (Create signature)

Important! Every user has to insert the same code into their signature in Front account. You can solve this in two ways. First: every user will go to their front account > settings >  my signature > add signature  and paste code for Smiley faces, then click Save. Second: Admin will go to Front account > settings > signature and paste the survey code as shown in this manual. This will paste the smiley faces code to the signature of every team member (change the signature for the entire team). The smiley faces code is the same for every team member!

8. Make sure the Nicereply signature is set as default - has the 01 position!

Don´t forget to go to your Nicereply account and click CONFIRM SETUP COMPLETION

Allow private resource access

In order for Nicereply to be able to push your customer feedback data directly into your rated conversations as a note & tag, you must enable private resource access in your Front account. 

To do so navigate to Front, then Settings, click on Personal, and finally Preferences. Here, search for API and enable the "Allow access to my individual resources via the API" option. When you're done click Save. 

Helpful Tip: Each user has to grant the Private Resources access in his/her personal preferences. However, you can grant access to your entire team yourself. Simply navigate to Front, Settings, then Company, and click on Teammates. Then choose a teammate, search for API and enable the "Allow access to my individual resources via the API" option. When you're done click Save. 

Good job!

Your email templates will now contain CSAT code (smiley faces) and all collected ratings will be stored in Nicereply under CSAT tab.

And are pushed into your Front conversation.