The Conversation Builder is a logic-based tool that allows you to craft your Conversations and customize them based on any point of data you track about this customer, whether it's their answers earlier on in the Conversation, or data about the customers themselves.
Check out this video to see a quick clip of Conversations in action. Conversations like this one begin as soon as your respondent gives their 0-10 score in the email part of your Survey Template.
The Conversation Builder allows you to:
- Customize an interactive sequence of questions and answers.
- Present your questions to your customer in a chat-style interface, right after they’ve clicked their initial rating in your survey.
- Ask a variety of questions, including NPS, CSAT, CES, and Multi-Option questions, to name a few
- Create context-specific responses based on answers or key data points. Empathize with their experience and respond appropriately!
- Ask targeted follow-up questions based on a specific data about your contacts.
- Use branching logic to display the question differently based on response or add/skip a particular question if one answer makes later questions unnecessary.
- Ask up to 7 questions through any branch
Let's take a look around the Builder.
For the purposes of the Conversation Builder, a card is anything that AskNicely sends to your survey respondent. This includes questions, message, and jumps to different parts of your survey.
Note: The Conversation Builder only shows cards for information sent to the respondent. Respondent answers (e.g. to free-text questions) are assumed with the question.
To add a new card, click +New Question.
Cards are sorted into groups that you can jump to or skip, depending on how you build out your Conversation logic. You can have several, or only one group, depending on if and how you want your Conversation to branch.
To create a new group, click +New Group.
As we mentioned, you can make your Conversation display in different ways based on how your respondent answers. You do this by customizing and adding logic. Take a look at this example. Here, we've decided to ask our customer for a comment, but this response will only display for promoters. Our detractors and passives will each get different responses.
Note: Unless an answer has specific logic for it, the customer will receive the default response. If there is no logic and no default, the card will be skipped.
This doesn't need to simply be based on your answers. If you'd like a specific message to appear based on the respondent's segment, or their location, or any data point you track, you can do that. Simply click Customise in a new card—or Customised by... in an existing one— to change the values you might customize by.
Options are clickable answers in a List Question that compose a pre-defined list of answers. The most common of these is the 5-option CSAT (Customer Satisfaction) question, but you can create custom options, as we’ve done here.
To add another option, click Add Option. To edit an option, simply click the text. To remove the option, click the X to the right.
A great time saver on your multi-answer questions lies in that little green circle right there, which will let you jump to another group immediately if that answer is selected.
If you enter a new flow, you can create a whole separate branch of your survey, in case you want to dig deeper into one specific answer.
The Four Corners
In each of the four corners of the Conversation Builder is an important button that I want to make sure you're aware of. You'll use some of these more than others, but they're still good to know about.
Upper Left: Branch Names
If you have multiple branches to your Conversation, you'll be able to select which branch you want view.
Upper Right: Preview
You can now preview your Conversation live in the Conversation Builder by clicking Preview in the upper right. This will allow you to select one of your People to simulate taking the survey, and select the rating from the initial survey to simulate.
When you're previewing, if you make any changes, you'll need to save your Conversation before they are reflected in the live preview.
You can also choose Run Test Survey to run this Conversation/preview as a real survey, submitting an answer and activating any appropriate Workflows. This will help you test your whole survey process.
Important: Make sure you're simulating this as a test person, not a real one.
You can also click Open preview link to open your preview from start to finish in a new tab.
Lower Right: Save
Save early, and save often! You'll also need to save any time you want you changes to be reflected in your live preview.
Lower Left: Options
Most of the time, you won't need these. However, there may be times when Support ask you to copy to the clipboard or paste from the clipboard.
If you want to start completely over, you can select Reset to default version, which will erase any changes you've made to your Conversation and restore it to the very basic version that is present when you first convert your survey to a Conversation.
You can also convert back to a basic survey with the NPS question and follow up by clicking Revert to classic survey.
You're all set!
Now you've had a chance to see the tools that are available in our new Conversation Builder! Why not create a sample survey template for yourself and see what you can build? Keep checking back to our help center; we've got more information on the way about how to create the best Conversation with your customers! And if you have any additional questions feel free to click that conversation bubble in the bottom right corner for help or reach out to your main account representative.