Determining how you’ll use the API
In this section, we’ll cover how to determine your ideal workflow for using the API. This includes figuring out what should trigger a send, what information you’ll be passing with that request, the frequency, and a number of other key details.
Determining the trigger
You’ll want to first figure out what will trigger the sending of a survey. Perhaps this is a purchase event, or a customer subscribing to your service. Make sure you’re triggering a survey for a milestone/event that will provide you with meaningful insight for your company (ex. triggering a survey every 3 months for subscribers to get a pulse on their evolving feedback over time).
Isolating where this trigger occurs
Where would you find the event/milestone triggering the survey? Does this event occur in your CRM? Are you basing the trigger off an action in your own proprietary system? With an understanding of where the event-based information resides, you can better direct your engineering team as they set up the integration.
One-time send or recurring?
Many eCommerce companies will send a one-time survey after a transaction, whereas SaaS companies may reach out to all active users every quarter. Understanding how frequently you’ll be surveying a person will help provide more context around how to set up your API.
Gathering properties for your request
You can pass an unlimited amount of customer information with each survey request, allowing you to easily segment responses and your score calculation by various customer attributes. For assistance in determining which properties would be most meaningful to your company, check out our property guide for some great suggestions!
With the above key considerations in mind, we’ll now step into the more technical components related to getting that API integration up and running. The next section of this guide offers a great opportunity to loop in your engineering team – providing the API details they need to kick start the implementation process.