Qualtrics for Zoho CRM
Qualtrics is experience management software that provides resources for managing, strategizing, measuring, and improving all aspects of the customer experience. It helps businesses conduct market research, analyze sales team interactions, and evaluate customer engagement, so they can take action to increase customer satisfaction.
With the Qualtrics for Zoho CRM extension, you can help your sales team assist customers more effectively by adding survey templates and sending Qualtrics survey emails automatically. By distributing surveys, you can collect feedback from customers and share it with everyone in your organization.
Additionally, you can create Qualtrics contacts and email templates from Zoho CRM. You can also define user response conditions for creating cases under the Zoho CRM Cases module.
Installing the extension
You can install the Qualtrics extension from the Zoho Marketplace or from within your Zoho CRM account.
To install the extension from Zoho CRM:
- Go to Setup > Marketplace > All. All installed extensions will be listed.
Click All Extensions to view the extensions supported by your CRM edition. - Under All Extensions, browse for and click Qualtrics.
The extension's details will be displayed. - Click Buy Now.
- Choose whether you want Monthly or Yearly subscription and click Purchase.
- In the pop-up, agree to the terms of service and click Proceed to Pay.
- In Payment Details page, provide your billing details and payment methods and click Continue.
- Confirm the subscription details and click Proceed to Pay.
You will be redirected to install the extension once the payment is successful. - Click Install.
- Agree to the terms of service and click Continue to Install.
- Choose one of the following, then click Confirm:
- Install for admins only: The extension will only be installed in CRM for users with the Administrator profile.
- Install for all users: The extension will be installed in CRM for all users.
- Choose profiles: The extension will be installed in CRM for manually selected users. After you choose this option and click Confirm, you can select the desired profiles.
The extension will be installed for the specified users. - Click Authorize if you already have a Qualtrics account. Otherwise, Click Signup.
- Click on the Settings button on the Extension Details page.
You will be redirected to the Extension Settings page.
Configuring extension settings
With the Qualtrics extension, you can send surveys to your customers manually or automatically. By default, you can send surveys manually once the basic configuration is done. To send automated survey emails, you must configure additional settings, as described below.
Basic configuration
Once the extension is installed, you need to configure a Qualtrics directory. Surveys will only be fetched from your selected directory. All feedback from customers will be housed in that directory, and all Zoho CRM records will be pushed to that directory in Qualtrics.
Automated survey configuration
You can opt to send Qualtrics surveys to your customers automatically with defined conditions. Whenever the defined conditions are met, an appropriate Qualtrics survey will be sent to the customer from Zoho CRM.
To configure your Qualtrics survey settings:
- Toggle on the option to Send Qualtrics survey automatically.
- Choose a customer satisfaction survey.
The list of surveys available in your Qualtrics account will be displayed in the dropdown. - Choose a Message Library from the dropdown.
- Select a Message to accompany your survey from the dropdown.
- Under Qualtrics Survey automatic trigger conditions:
- In the Case Status field, choose what action triggers the survey to be sent.
- In the When field, select a time when the survey should be sent.
- Check the Create a case for survey response option if you want to trigger further automated actions once the customer responds to the survey.
- Select a Question from the dropdown.
This question will have appeared in the survey you sent. - Select a Response.
If the given condition for the question is satisfied, a new case will be created in the Cases module. - Click Save.
Your selected settings can be altered at any time by the Administrator using the Change option.
Adding customers to Qualtrics
Whenever you try to send a survey from the Contacts module to a customer who is not in your Qualtrics records, the extension will identify the customer by email address and notify you with a pop-up.
To add the customer:
- Click Click Here in the extension widget.
- The customer's email address will be auto-filled from the record details.
- Enter the customer's first and last name.
- The directory will be auto-filled based on your extension settings.
- Select a mailing list from the dropdown.
- Click Add.
The customer will be added to your Qualtrics database.
Sending surveys to customers
If the automatic survey option is not enabled, salespeople can send surveys to customers manually from the extension. If the automatic survey option is enabled, they can still send surveys manually as needed.
To send surveys manually:
- Open a record in the Contacts module.
- Click the Send Survey button.
A list of all available surveys will be displayed. - In the pop-up window, select a survey and click Next.
- In the Name field, the survey name will be auto-populated
- In the To field, the email address will be auto-filled from the record details.
- In the When field, choose a time for the survey to be sent.
- Enter a subject for the message that will accompany your survey.
- Select a message library from the dropdown
- Select a message from the dropdown.
The message will be populated in the message description. - Click Send.
The details of the survey you have sent will be shown in the related list, Qualtrics Surveys, along with its status.
Uninstalling the extension
You may uninstall the extension if it is no longer needed.
To uninstall the extension:
- Navigate to Setup > Marketplace > All > Installed Extensions.
- Find the Qualtrics extension and click Uninstall.
- Click Ok to confirm.
The extension will be uninstalled.
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