In order to send an email survey from Zoho CRM, you must first create a survey using Zoho Survey. Go to https://survey.zoho.com/and choose from three options - Blank Survey, Template and Existing Survey - to build your survey.
See also: How to build a survey using Zoho Survey
After you have created your survey in Zoho Survey, you can send it to your prospects and customers directly from Zoho CRM.
Once you have created an email template with the survey links, you can send email surveys to your contacts. Email surveys can be sent using all emailing options available across Zoho CRM. They are as follows:
You can automate sending email surveys by creating a workflow rule for the required module. For example, when you win a potential, you may want to send the associated contact a generic email survey on their purchasing experience with your organization. You can do this by setting up a Workflow Rule. Every time the Stage field is updated to Closed Won, the contact associated with the potential will receive your email survey. See Also Create Workflow Rules
You can also send an email survey to a contact manually. You can send these surveys to your leads and contacts from the Send Mail option in the Record's Details page or List View.
In the compose email page, simply select and insert the survey template from the Email Template drop-down list and send the mail.
Alternatively you can click the Survey icon ()to browse and send a particular survey. An email template is not required to do this.
There are two ways to send mass survey emails to your Zoho CRM contacts.
Mass emails can be sent to your CRM contacts from Zoho CRM using the Mass Email feature. However, there are limits to sending mass emails from Zoho CRM. If you are required to send mails to thousands of contacts at one go, you can do so by integrating Zoho CRM with Zoho Campaigns. Using Zoho Campaigns to send your emails also ensures that you gain access to useful email marketing statistics such as number of opens, clicks, bounced emails etc.
To send mass emails from Zoho CRM
To send mass survey emails from Zoho Campaigns
One of the major benefits of Zoho Survey integration is that you can view the survey responses of contextually from within Zoho CRM. This saves you the trouble of manually looking up a contact's response in the survey results. If you are going to pitch a deal to a contact, you can view their contact number and their survey responses in the same page.
To view survey responses
Besides sending surveys to your prospects and customers, you can also take a survey on behalf of them . For instance, you are on a call with a customer and he/she chooses to answer your survey questions over phone rather then answer an email. In that case, you can take the email survey on the customer's behalf and submit the survey.
To take a survey
The survey taken by a CRM user on behalf of a lead or contact are treated as any other regular survey. To distinguish surveys taken by CRM users from those taken by customers, look for the "Taken by User" entry for a survey under the Source column in the Zoho Survey Related List.
Zoho Survey integration with CRM enables automated updating of CRM data with Survey responses. When you put the CRM and Survey data together, you can draw insights from the combination of data and make better, informed business decisions. This is a powerful feature that lets you automate your post-survey action plans efficiently without manual efforts. Once you map CRM fields with the appropriate Survey questions, depending on your customers' responses, you can trigger all workflow based actions such as 'Sending Alert, Field update, Assign Owner, Custom Functions'.
For example, you have sent out a survey to your customers about the performance of your sales rep. The Survey has a question that asks the recipient to rate the sales rep's communication skills. You want to view all users who have rated the skills "Excellent". All you have to do is apply a filter and search for all records in which the value for the custom field "Sales Rep's Communication" is "Excellent". Voila! All records that meet the criteria will be displayed.
This is achieved by mapping the CRM fields with the respective survey questions before sending out the survey. The answer to a particular question is updated as the value for the mapped field. To map CRM fields with Survey questions, follow the steps below:
To send this survey to a lead/contact
To view the record updated with Survey responses
As you can see, the survey responses are now available as CRM data. You can filter specific records based on certain criteria. For example, to see who has rated the sales rep's communication skills as "Excellent", create a custom view with the appropriate criteria.
The records that match the criteria are displayed.
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