Customer Effort Score (CES) email template distribution in Dixa

This article will show you how to start distributing Customer Effort Score (CSAT) surveys directly in your Dixa signatures.

Requirements

  • Admin access to a Nicereply account
  • Admin access to a Dixa account

In this article

NOTE: every step is the article is the same for Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

Creating Nicereply CES email template survey

 After you've created your Nicereply account click NEW SURVEY in the top left corner of the screen and choose START WITH CES 

Now, choose in-signature surveys. Then, click on Choose a new app to integrate section and click SKIP INTEGRATION. 

Then, click CONTINUE - we will import your Dixa agents into Nicereply later.

In the next step, copy the CES survey code.

Now switch to your Dixa account. Navigate to Settings, Email and click on Settings of the email address you want to create the signature for. 

In the next step paste (cmd/ctrl+v) the CES survey code behind the existing code. 

Now, we have to make small edits to the survey code so that we will be able to match feedback with the rated agent and ticket. 

We need to incorporate a unique user id & case id variable into your email template code. Copy this code: {{agent_fullname}}/{{csid}}/ Then, in your Dixa signature editor, you need to identify the username part of the code. As you can see in the code below, in our case it's lenka-brozman (in your case, it's your name). The username section can be located after .ces30/ section and ends before the question mark ?. The number 30 is not the same for every survey, it only indicates that we have 30 CES surveys in our account. If you have 1 CES survey the code will be ces.1/. 

This username is located 7 times within the CES code (because there are 7 feedback options), so we need to replace it 7 times with the new code we copied before {{agent_fullname}}/{{csid}}/

This is how your code should look like: 

When you're done don't forget to save changes in Dixa and Confirm setup completion in Nicereply.

The next thing we need to do it to update your Ticket backlink URL so that you will be able to identify feedback with a direct link to the rated Dixa conversations.

In your Nicereply account navigate to Surveys - Surveys list. 

Locate your Dixa custom email template survey and click on SETTINGS. 

As you can see there is a "Ticket link" section.  Copy this URL: https://{hostname}.dixa.com/conversation/<TICKET_ID> and paste it into the "Ticket link" section. 

You need to replace the {hostname} section of the code with your Dixa hostname. In this example, it is nicereply. You can see your Dixa hostname in the URL when you're logged in your Dixa account. 

When you're finished Save Changes!

Importing your Dixa agents

In the last step, you need to import your Dixa agents into the Nicereply account. The best way to do this is to create a CSV file with the following agent information: full name, email, display name. You can find agent display name by going into your Dixa account - Settings - Agents. You can see every agent's display name next to their email. In this case, it's Lenka Brozmanova.

When you're done every agent record should look like this:

After you're finished with creating your file download it as CSV file. Then, go to your Nicereply account and navigate to Staff, click IMPORT AGENTS, and choose CSV. 

Then, choose the file and decide whether you want your Dixa agents to have access to Nicereply, and what role will they have. When you're ready click IMPORT. 

Good job!

Your Dixa email signatures will now contain Nicereply CES survey and all collected ratings will be stored in Nicereply under the CES tab. 

You will also be able to identify feedback in context with a direct link to the rated conversation, and you will see the name of the rated agent directly within Nicereply rating feed.