Module 8: Automating and integrating Delighted
In this module:
- Automating and integrating with Delighted.
- Deploy "always-on" surveys.
- Use Autopilot for recurring sends.
- Automate Reminders to increase response rates
- Activate Alerts to your team
- Overview of Delighted integrations
- Trigger-based integrations.
- Syncing-based integrations.
And a bit of help:
Admin Certification requirements
Module 8
Prefer to read along? Click CC to enable captions in YouTube or read the full transcript below.
Module 8 practice quiz
FYI: All of the questions on the final exam are taken from the practice quizzes!
- Click here to take the practice quiz for Module 8
- Click here to review the quiz answers
And with that, we’re done! It was a lot, to be sure. We hope you’ll go on and challenge the Certification test. Rest assured, we’ll help you get through the process and come out with your Certification.
Show Notes № 8
- Admin Extras: Automating and integrating Delighted
- Blog: 3 steps to customer survey automation
- Distribution Platforms & Sending section in the Help Center.
- Triggering with Autopilot in the Help Center
- Sending Email reminders in the Help Center
- Integrating with Other Applications section in the Help Center
- Webhooks
- The API
- Zapier Quick Start or the Creating Zaps guide
Quiz answers
Read the transcript
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Welcome back to the final module of the Delighted Admin Certification course. This module is all about making your job easier through automation and integration.
Automation will increase your program’s reliability, centralize your processes, and save you time. Yes, all of that!
Ultimately, Delighted's focus is to help you direct your automation seamlessly into your existing tech stack—whatever it takes to keep your surveys flowing smoothly.
To start things off, let’s look at this snapshot summarizing how each platform can support your automation goals.
As you can see, some platforms are Always On, like Link surveys. This contrasts with triggered solutions like Email. Also, notice that certain platforms can be triggered by our growing family of integrations. We’ll dive deeper into each of these options in the remainder of the video.
Relying solely on Delighted’s internal automation tools, you can deploy "always-on" surveys, use Autopilot for recurring sends, automate Reminders to increase response rates, and activate Alerts to your team.
“Always on” surveys are available passively. They jump to life when a respondent takes action. These include Links and QR codes placed in accessible locations, like a survey link on a “Contact us” webpage or a QR code on the back of a sales receipt. A Kiosk survey in a retail store is another good example. Our practice quizzes are always on, ready to deliver the next quiz with a single click! (This is a subtle way for us to hint that the quizzes are a great way to review for the Admin Certification exam.)
You’ll also see an example of an always-on web survey on our Help Center pages, along the right-hand side. This web widget is built with our Surveys tool, and we’ve included a link in the Show Notes about getting started with Delighted Surveys.
Next up is Autopilot for recurring Email sends. Autopilot lets you upload a panel once and then schedule recurring surveys on a regular cadence. To use Autopilot, click “Edit and send”, and select “Survey people” under the email platform. Click the “Autopilot” tab, then select how frequently Autopilot should send the survey. Your options include 3, 6, and 12 months. Import a batch of people, and then click “Next: Review.” Choose whether you want to let Autopilot spread out your surveys, or if you want to send to everyone at once, and then confirm when you’re ready to send!
Script
Reminders can also be automated to increase response rates. After one week, automated Reminders will be sent to people who haven't opened the original survey. Reminders are proven to increase response rates by reengaging folks who may have overlooked your survey in their inboxes. No reminders are sent if someone opens a survey and decides not to respond.
To enable Reminders, open the project, click "Edit and send," click the "Gear" icon to the right of the Email platform, choose "Configure Reminders," and then click "Turn on."
Finally, Alerts will notify your team when feedback is submitted based on predefined criteria. These can include a specific Scale point being selected (like Dissatisfied), a response containing a comment, or a response matching a predefined Trend.
To set up an Alert, click the "Integrations" tab and choose "Alerts." In the dropdown, specify the conditions that will trigger the Alert. Enter the Email address of the team that needs the alert (Sending a test email at this stage is always a good idea!), and then click "Save changes."
Delighted has placed a robust family of integrations at your disposal.
Integrations are like acoustic shells enveloping an orchestra, amplifying and reflecting sound with focus and clarity towards the audience. Integrations in your tech stack can have the same amplifying effect on your Delighted survey sends.
Scanning through all of the available integrations is as easy as clicking the Integrations tab. You’ll also see Delighted’s robust REST API at the top of the list. The API will let your team build fully custom solutions if needed.
Let’s dive into the two major categories of integrations: trigger-based and syncing-based.
Trigger-based integrations will enable your team to distribute surveys automatically following key events defined in your external platforms.
For example, when connecting to the Shopify integration, you can define an action such as, “Send an email survey 7 days after an order is marked as fulfilled.” (And both Delighted and Shopify will know exactly how to execute your plan).
Some of the most popular trigger-based integrations are Shopify, Salesforce, Square, Zendesk, Segment, Squarespace, Intercom, and Stripe.
To distribute surveys via an integration, first set up the Email platform, then head to the Integrations tab and select the integration you want to use. Follow the on-screen instructions to make the connection.
Delighted also offers syncing-based integrations, which will take all your valuable customer feedback and automatically push it to specified external platforms.
Some of the most popular syncing integrations include Slack, Salesforce, Hubspot, Zendesk, Segment, Gladly, Intercom, and Klaviyo.
To sync feedback to other platforms via an integration, head to the Integrations tab and select the integration you want to use, follow the on-screen instructions to make the connection, and start receiving feedback and watch it sync seamlessly to your external platform.
Not seeing a pre-built (or “native”) integration with the platform you want to connect to? Don’t lose hope! There are still three ways you can connect your tech stack with Delighted.
Zapier, a workflow automation platform, can automate sending and syncing when a platform you want to connect with doesn’t have a native Delighted integration.
Delighted has a Zapier app supporting all of the Delighted API endpoints using a graphical interface. This interface side-steps the painstaking work of writing API calls. (No API or technical skills required! Right!)
And if the platform you’re wanting to connect to also has a Zapier app, it gets even easier!
Click the link in the Show Notes to learn more about Zapier.
Delighted is also supported by other middleware tools—third-party solutions that automate the connection of Delighted with your tech stack.
Some of the popular syncing middleware solutions are: Autopilot by Ortto and Make (formerly Integromat).
If Delighted doesn’t have a pre-built integration with a platform you want to use, such as an internal system or less common CRM, you can use our REST API and webhooks.
Leveraging the Delighted REST API and webhooks does require technical know-how, so be sure to plan accordingly for those extra resources.
The crux of the engineering work will be around setting up the integration, determining what triggers the surveys or syncing, and initial testing. However, many folks fully integrate within a matter of days, so it is certainly possible to expedite the process.
As always, specifics can be found in the Show Notes.
That wraps up our final module! Thanks for joining—we hope you learned a lot and feel prepared to manage a valuable feedback program.
Happy surveying!