Integrating Zoho Survey with SalesIQ
Integration overview
The Zoho Survey integration with SalesIQ lets you collect customer feedback directly during your chat interactions, helping you understand and improve your support experience. Instead of relying on separate tools to gather feedback after conversations, you can share surveys at the right moment, while the interaction is still relevant or immediately after it ends.
With this integration, businesses can capture valuable insights into customer satisfaction, operator performance, and overall service quality. Surveys can be shared seamlessly from within the SalesIQ operator chat window, ensuring a smooth and uninterrupted experience for both operators and customers.
How does the Zoho Survey + SalesIQ integration help?
- Operators can share surveys within the chat, allowing visitors to access and respond instantly without leaving the conversation.
- Capture feedback at the most relevant moments; during conversations, making responses more relevant and contextual.
- View survey responses in real time within SalesIQ, enabling operators to understand feedback instantly and respond more effectively.
- Gain actionable insights into customer satisfaction, support quality, and operator performance.
- Streamline feedback collection and management without switching between tools or using separate applications.
Prerequisites:
- You must hold administrator privileges in Zoho Survey to integrate it with your Zoho SalesIQ account.
Setting up the Zoho Survey integration for SalesIQ
Follow these steps to integrate your Zoho Survey account with SalesIQ. It is necessary to hold administrator privileges in Zoho Survey to integrate with your Zoho SalesIQ account.
- Log in to your Zoho SalesIQ account.
- From the SalesIQ dashboard, navigate to Settings > Integrations > Zoho Survey.
- Click on Add at the top right.
- This will add the integration and link your Zoho SalesIQ account with your Zoho Survey account.
- Once added, your Zoho Survey administrator details and portal information will be displayed on the Connect with your Zoho Survey account section.
Disable integration with Zoho Survey
You can disable the Zoho Survey integration with SalesIQ at any time, if required.
- From the SalesIQ dashboard, navigate to Settings > Integrations > Zoho Survey, and click on the Disable button at the top right.
- If disabled, you can re-enable the integration at any time by clicking the Enable button.
Survey integration configurations
After connecting your Zoho Survey account, you can configure how the integration works within SalesIQ.
Survey template mapping
Here, you can map the available Zoho Survey templates to the relevant SalesIQ departments to be used by operators, as needed.
- From the Zoho Survey integration page, click on Survey template mapping.
- In the Survey template mapping section, the templates available in Zoho Survey will be listed on the right-hand side under In-chat surveys.
- For each department, you can map the required Zoho Survey templates:
- Select the required survey template from the In-chat surveys dropdown.
- Enable the toggle to allow operators to use the mapped survey during interactions.
- Once mapped, the selected survey templates will be available for operators to share within chats based on the departments they are associated with.
Note: The Email Invites by Zoho SalesIQ collector must be added for each survey in Zoho Survey. If not added, the surveys will not be listed in SalesIQ.
Add Zoho SalesIQ as a Collector in Zoho Survey
Follow these steps to add Zoho SalesIQ as a collector for your survey:
- On your Zoho Survey dashboard, select a survey from your list of created surveys.
- Go to the Builder and click Publish.
- Under Publish, select Email Invites by Zoho Services.
- Under Zoho SalesIQ, click Create.
- This will publish the survey and add Zoho SalesIQ as a collector for responses.
Once added, the survey will be available in Zoho SalesIQ, where you can map it to departments and share it with visitors.
Share Surveys in Zoho SalesIQ
Once the integration is set up, operators can share surveys mapped to their departments while chatting with visitors.
- In the operator chat window, click the Zoho Survey icon at the bottom.
- The surveys mapped to the department will be listed.
- Select a survey to share with the visitor during the chat.
- The visitor will receive the survey on their end. They can click on it and submit the survey right from the chat window.
Survey Widget in the Operator Chat Window
- If a visitor completes and submits a survey during a chat, the responses will appear in the Zoho Survey widget on the right-hand side on the operator chat window.
- Operators can view the survey responses directly within SalesIQ, without needing to navigate to Zoho Survey.
- This helps operators understand visitor feedback instantly and respond more effectively during the conversation.
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