Customer Effort Score (CES) email template distribution in Kayako

This article will show you how to start measuring Customer Effort Score (CES) directly in your Kayako email template (signature).


Requirements

In this article

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


Connecting Kayako with Nicereply

1. Choose the CES metric in the “left menu” in your Nicereply account. Click on START CES. If you do not see the START CES button click on CES - Surveys - ADD SURVEY

2. From distribution options choose EMAIL TEMPLATE

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

4. In the next step add your Kayako URL, (e.g. acme.kayako.com), your Login and Password, then click CONNECT AND CONTINUE.

5.  Add your users from Kayako to Nicereply by clicking continue. New users will get an automated email with login instructions from us. 


Adding email template to Kayako

6. You're on the good way! To collect customer feedback, you need to place Customer Effort Score code into your Kayako email templates. Copy CES code from Nicereply account.

7. Go to your Kayako account > Administration > Customizations  > Email Templates

8. Now, place your cursor after {{ contents|raw }} </div> code and paste the CES code

8.  When you're done then click Save and Confirm setup completion in Nicereply!


Good Job!

Your email templates will now contain CES code and all collected ratings will be stored in Nicereply under CES tab.

And are pushed into your Kayako ticket and customer profile.

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