Context

Customer Surveying

Customer feedback and market research are integral in making informed strategic decisions. However, conducting a surveying or market research campaign can be resource-intensive and require a lot of time for planning. 

Symphona can help optimize the following three core aspects of market surveying to save time and improve your processes:

1. Software Incompatibilities
2. Survey Distribution
3. Survey Report and Analysis Generation

Software Incompatibilities

An end-to-end customer surveying process often requires the use of multiple software tools. Some organizations report using 15 or more different product connections to achieve their surveying goals. 

For example, they might use SurveyMonkey to design surveys, HubSpot to host surveys on a custom landing page, and Adobe Insights to generate reports. 

Manually coordinating these separate platforms typically requires significant manual coordination, and, in some cases, platform incompatibilities may arise. Making these pipelines efficient requires integrating these platforms together through process orchestration software. 

Survey Distribution

Many survey distribution methods are available such as email, email-to-mail, direct calling, landing pages, chatbots, and more. Survey incentives should also be considered a tool as they often garner a higher response rate for your surveys.

Utilizing these tools and methodologies requires organizations to juggle an email service like Mailchimp, a website CMS like WordPress, and a discount code generator for your incentives. If you have more advanced distribution requirements, such as sending out surveys after the user performs specific actions, the process can become significantly more complex to send the appropriate survey. 

Survey Report and Analysis Generation

To use the collected results of their surveys, organizations must prepare reports and analyses to review a campaign's data and gather insights. Report and analysis generation is a crucial process of customer surveying and requires significant manual input. Pulling insights from data sets requires context, knowledge, and complex interpretations, often manually through software such as Excel, Nvivo, or Enterprise. Processed data analyses such as t-scores, ratios, cross-tabulations, regression analyses, etc., are used to interpret and draw conclusions from data.

Solution

How Symphona Helps

Use Flow’s no-code automation tools to automate your survey distribution, such as with manual tasks like transferring data to third-party platforms to distribute the surveys. 

• For example, with an email survey campaign, one may use Mailchimp or Omnisend to manage your email deliveries and mailing lists. Firms can even automate email-to-mail services like Click2Mail or Mailchimp to send out physical letters.

Integrate all your customer surveying tools together with Flow. 

• Flow is built to integrate with any tools with a third-party API, enabling you to easily connect your tools together and develop strong pipelines. 

Automate survey report generation with Flow.

• By designing and implementing parameterized surveys, your organization can perform real-time data analysis automatically with automation technologies — from simple result determination to more complex calculations like regression analysis. 
• This reduces the manual effort required to produce survey results and enables operational enhancements like automatically emailed result reports.

Expand your collection methods with Converse’s Intelligent Virtual Agents (IVAs) and its generative AI capabilities.

• For example, firms can program an automated AI chatbot or voice phone agent to facilitate the survey, allowing a more interactive user experience. 
• Lower costs, improve efficiencies, and enhance your customer experience.

Symphona tools are no-code, allowing for people of any technical skill to use them. Furthermore, with Symphona operating on a usage-based system, your organization only pays based on how many automations you use.