Reviews & surveys

Use a survey app to collect customer feedback.
  • Integrate with Stamped.io

    Stamped.io is a marketing platform for online stores that can collect reviews from customers. Enabling this integration allows your organization to display a customer's Stamped.io product reviews on the Kustomer timeline.Who can access this feature?User typesAdmins can set up this integration.Plan availability✔  Professional✔  Business✔  Enterprise✔  UltimateThe features included in each subscription package are at all times governed by the subscription description on our website or in your contract. Always refer to our Application limits article for the most up-to-date subscription package definitions and plan limits for this feature.In this articlePrerequisitesHow does Stamped.io work with Kustomer?Install the Stamped.io appAdd the webhook in Stamped.ioFAQPrerequisitesYour organization must have a Stamped.io Business or Pro account to set up this integration.How does Stamped.io work with Kustomer?This integration connects Stamped.io's review services with Kustomer, allowing your agents to see customer reviews in the timeline. When a customer publishes a review in Stamped.io, this integration will create or update a custom Review object with a maximum of 20 custom fields on a customer's timeline.Install the Stamped.io appTo integrate Stamped.io with Kustomer, install the Stamped.io app from within the Kustomer App Directory.Go to Apps , search for Stamped.io in the App Directory, and then select Install.Go to Settings  > Platform > Inbound Webhooks and select the Form Hooks tab.Locate the Sync Stamped user reviews hook, select the Menu icon at the right side of the row, then select Copy Hook Address. This address will be used in the following step on the Stamped.io website.Add the webhook in Stamped.ioThen, log in on the Stamped.io site to configure our Kustomer API.Log in as an administrator in Stamped.io, and go to Settings > Webhooks.Select Add Webhook.Fill out the fields as follows:Payload URL: Paste the copied Hook Address from the Kustomer settings here.Secret: [leave blank]Is Active: Check this box. (Uncheck when you wish to deactivate the webhook.)All events: Uncheck this box, then under Choose Events check New Reviews.Stamped.io provides additional documentation about working with webhooks on their website here.FAQQ: When would I need to fill out the Secret field in the Stamped.io settings?Most organizations can leave the Secret field in the webhook settings blank, but some companies with more advanced Stamped.io configurations may need to specify an API key. If this applies to you, you can create an API key in Kustomer by going to  Settings > Security > API Keys. Add an API key with the following properties:Name: Stamped.ioRoles: org.user, org.admin, and org.hooksExpires (in days): No ExpirationCIDR: (leave blank)Copy the resulting API key to your clipboard, then paste it to the Secret field in the Stamped.io webhook settings to finish the configuration.
  • Integrate with Stella Connect

    The Stella Connect app integration allows you to send automated CSAT surveys from Stella Connect after conversations close in Kustomer. The integration also displays conversations from Kustomer in Stella Connect as interactions under team member profiles. Each interaction displayed in Stella Connect provides links to view conversations back in the Kustomer app and to review any completed survey responses.Note: The current Stella Connect app version supports surveys for the email channel only. Contact support@kustomer.com to learn more about integrating with other Stella Connect survey channels.Who can access this feature?User typesAdmins can set up this integration.In this articleKey integration featuresPrerequisitesInstall the Stella Connect appSet up Stella ConnectTest the integrationConversation and survey response dataKey integration featuresThe Stella Connect app uses a custom workflow to do the following:Listen for when a conversation closes in Kustomer: Once configured, the Stella Connect app listens for when a conversation assigned to an agent is closed or marked done.Display and link to the Kustomer conversation in Stella Connect: When a conversation assigned to an agent closes in Kustomer, the app sends the conversation data into Stella Connect. Stella Connect displays the conversation data on your Stella Connect Stream as an interaction under the team member assigned to the conversation. Team member interactions in Stella Connect provide links to access the conversation back in the Kustomer app.Send automated CSAT surveys from Stella Connect: Once configured, the Stella Connect app sends an automated CSAT survey based on when a conversation closes in Kustomer. In the app settings, you can configure the channel for the survey and the delay time between when a conversation closes and when a survey is sent to the customer. You can view completed survey results on team member profiles in Stella Connect.The integration will work for a closed conversation only if:An email address is available for the customerA conversation closes with an agent assignedThe assigned agent has an approved Stella Connect profilePrerequisitesYou will need the following information to install, configure, and test the Stella Connect app integration for your Kustomer organization:Information from your Stella Connect accountStella Connect Production API KeyInformation from your Kustomer accountKustomer API URL for your organization. Depending on your organization, either https://api.kustomerapp.com or https://api.prod2.kustomerapp.com.Kustomer API key with at least the following permissions to read tags: org.permission.tag.read or org.admin.tag.read.URL of your Kustomer organization. Example: https://organization-name.kustomerapp.com.Information from your teamAmount of time (in seconds) between when a conversation closes in Kustomer and when Stella Connect sends a CSAT survey to the customer email address. 5 minutes is 300 seconds. 15 minutes is 900 seconds. 1 hour is 3600 seconds. 1 day is 86400 seconds. Install the Stella Connect appTo begin integrating Stella Connect with Kustomer, install the Stella Connect app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for Stella Connect in the App Directory, and then select Install.Set up Stella ConnectNext, you will configure the Stella Connect app for your organization.Go to Apps and select Stella Connect in the sidebar.On the settings page, fill in the fields as follows:Stella Connect API key: the production API Key for your Stella Connect account.Kustomer API key: your Kustomer API Key. The API Key must have at least the following permissions: org.permission.tag.read or org.admin.tag.read.Kustomer API URL: the base URL your organization uses to access the Kustomer API. Depending on your organization, you will use either https://api.kustomerapp.com or https://api.prod2.kustomerapp.com. The default setting is https://api.kustomerapp.com.Kustomer URL: the base URL for your Kustomer organization. Example: https://organization-name.kustomerapp.com.Seconds until send: the number of seconds to wait before a survey is sent after a conversation is closed in Kustomer. The default setting is 86400 seconds, or 1 day.Select Save Changes to finish the configuration.Test the integration (optional)To test the Stella Connect integration:Use a designated test agent email address and test profile that exists on both Kustomer and Stella Connect.Use the Stella Connect test API key instead of the production API key when you configure the app.You can learn more about testing your Stella Connect integration in the Stella Connect Help Center.Conversation and survey response dataOnce the Stella Connect app is configured, you will be able to view and access Kustomer conversation data and completed survey in your Stella Connect Stream. Learn more about viewing conversation and survey response data for team members in your Stella Connect Stream in the Stella Connect Help Center.Conversation dataConversation data from Kustomer will appear as customer interactions under the assigned team member's profile in your Stella Connect Stream. For Stella Connect to be able to receive and log closed conversation data, the assigned team member must have valid accounts on both Kustomer and Stella Connect under the same email address.Sample team member profile in Stella Connect StreamThe team member profile in your Stella Connect Stream displays the following conversation data:Survey rating (if available)Interaction ID of the closed conversation in KustomerWhen the conversation was completedSurvey channel (for example, "Email")Survey response dataCompleted survey results appear as cards in the Stella Connect Stream and link back to the closed conversation in the Kustomer app. The survey response cards appear under the team member assigned to the conversation as long as the assigned team member has a valid account on both Kustomer and Stella Connect.Sample survey response in Stella Connect StreamSurvey response cards in your Stella Connect Stream display the following survey response data:Assigned team memberWhen the survey response was completedSurvey rating and customer feedback (if available)Team member rewards (if available)When the survey was sentSurvey channel (for example, "Email")Customer name and email addressInteraction ID of the closed conversation in KustomerBrand for the survey You can also review survey responses and team member conversations from the survey response card:Select See original ticket to open and view the closed conversation directly in the Kustomer app.Select Review to open a new New QA Review for the survey and related conversation in Stella Connect.
  • Integrate with SurveyMonkey

    The SurveyMonkey app integration allows you to send automated email surveys from SurveyMonkey after conversations close in Kustomer.Once configured, the SurveyMonkey app listens for when a conversation is marked done on all channels in Kustomer, and then sends a request to SurveyMonkey to send an email invitation survey to the customer based on your settings. You can track when surveys are sent and view survey results in SurveyMonkey.Who can access this feature?User typesAdmins can set up this integration.In this articleKey integration featuresPrerequisitesInstall the SurveyMonkey appConfiguring SurveyMonkeySurvey requests in KustomerSurvey results in SurveyMonkeyKey integration featuresThe SurveyMonkey app does the following:Listens for when a conversation closes in Kustomer: Once configured, the app listens for when a conversation is closed or marked done. When a conversation is closed in all channels, Kustomer sends a survey request to SurveyMonkey and automatically adds an internal note to the conversation when the request is sent.Sends automated surveys from SurveyMonkey: SurveyMonkey sends out automated surveys by email 5 minutes after survey send requests from Kustomer. In the app settings, you can configure additional delay time between when a conversation closes and when a survey is sent to the customer from SurveyMonkey.Display survey status and results in SurveyMonkey: When SurveyMonkey receives a survey request from Kustomer, SurveyMonkey displays the survey collector send status for each email invitation. You can view collective and individual survey results in SurveyMonkey. PrerequisitesYou will need the following to install and configure the integration for your Kustomer organization:SurveyMonkey survey collector configurationThe integration requires you to enable the Email Invitation Collector (a paid feature) for your survey in SurveyMonkey. Learn how to add an Email Invitation Collector to your survey in the SurveyMonkey Help Center.Information from your SurveyMonkey accountSurveyMonkey access token (Requires a Developer account and app to use for your survey)SurveyMonkey survey ID (Requires a SurveyMonkey API call with the access token)SurveyMonkey collector ID (Requires a SurveyMonkey API call with the access token and the survey id)Information from your teamAmount of additional time (in seconds) between when a conversation closes in Kustomer and when SurveyMonkey sends the survey to the customer email address after a 5 minute delay. 5 minutes is 300 seconds. 15 minutes is 900 seconds. 1 hour is 3600 seconds.1 day is 86400 seconds. A 0 second delay means that SurveyMonkey will send out the survey after a 5 minute wait. A 300 second delay means that SurveyMonkey will send out the survey after a 10 minute wait.Install the SurveyMonkey appTo integrate SurveyMonkey with Kustomer, install the SurveyMonkey app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for SurveyMonkey in the App Directory, and then select Install.Configuring SurveyMonkeyTo configure the SurveyMonkey app for your organization:Go to Apps and select SurveyMonkey in the sidebar.In the SurveyMonkey access token box, enter the access token for the associated app in your SurveyMonkey developer account under My Apps > Settings > Credentials. Learn how to obtain the access token in the SurveyMonkey Developer documentation.In the SurveyMonkey survey ID box, enter the survey id for your survey. To retrieve the survey id, you will need to make a GET request to the SurveyMonkey API /surveys endpoint. Include the access token in the request header.The response will list the id, title, link, and additional data for available surveys. Use the id that matches the title of your survey.Learn more about the /surveys endpoint in the SurveyMonkey Developer documentation.In the SurveyMonkey collector ID box, enter the email invitation collector id for the survey. To obtain the collector id, you will need to make a GET request to the SurveyMonkey API /surveys/{id}/collectors endpoint. Include the access token in the request header and use the id for your survey.The response will list the name, id, link, and additional data for available collectors for the survey. Use the id for the email invitation collector.Learn more about the /surveys/{id}/collectors endpoint in the SurveyMonkey Developer documentation.In the Seconds until send box, enter the number of seconds to wait before a survey request is sent to SurveyMonkey after a conversation is closed in Kustomer. The default setting is 86400 seconds, or 1 day. SurveyMonkey sends surveys 5 minutes after the request.Select Save Changes to finish the configuration.Survey requests in KustomerWhen a conversation is closed or marked done in Kustomer, the SurveyMonkey app adds an internal note to the conversation to indicate that a request for a survey has been sent to SurveyMonkey. Survey results in SurveyMonkeyAfter the SurveyMonkey app sends a survey request from Kustomer, you can view the survey send status and any survey results in SurveyMonkey.To view the survey send status for Kustomer survey requests in SurveyMonkey, open your survey from My Surveys and go to Collect Responses. On the Summary page, select the email invitation collector you used for the integration under Collectors. You can view email invitation open rates, responses, recipients, and the message history for email invitations.Message History displays both sent invitations and invitations that will be sent from SurveyMonkey (noted by a countdown in minutes). SurveyMonkey sends surveys 5 minutes after a survey request is received from Kustomer.
  • Integrate with Yotpo

    Yotpo is a survey platform for online stores that can collect ratings and reviews from customers. Integrating Yotpo with Kustomer allows your organization to forward emails from your Yotpo account to create Yotpo Review objects on the Kustomer timeline. Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Yotpo work with Kustomer?Install the Yotpo appSet up forwarding in YotpoFAQPrerequisitesYour organization must have a Yotpo Premium account to set up this integration.How does Yotpo work with Kustomer?Two Yotpo features can integrate with Kustomer: Yotpo Reviews and Yotpo Questions & Answers.Yotpo ReviewsWhen customers buy an item, Yotpo sends them an email to rate and review it. Responses from these emails are forwarded to Kustomer, creating custom objects on the Kustomer timeline. The forwarded email will automatically be marked done by the Kustomer workflow.Note: If any custom fields are required to mark a conversation done, this must be updated in the workflow.Yotpo Questions & AnswersSome Yotpo users also enable a Questions & Answers feature that allows customers to ask questions regarding a specific product. The questions will be directed to the owner and to customers who had previously purchased the product. If your organization utilizes this Yotpo feature, these Q&A interactions are threaded as a conversation in the Kustomer timeline.Install the Yotpo appTo integrate Yotpo with Kustomer, install the Yotpo app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for Yotpo in the App Directory, and then select Install.Once the installation is complete, select Click to Copy in the table at the bottom of the page to copy the email hook URL to your clipboard. You'll need this endpoint hook URL on the Yotpo site in the next step of the setup process.Set up forwarding in YotpoThen, log in on the Yotpo site to connect your emails to the Kustomer API.Log in as an administrator in Yotpo, and go to Moderation > Help Desk.For the Help Desk Email, enter the Email Hook address that was copied from the Kustomer site. This email address will be in the format: hashedvalue@kustomerapp.comSelect Send Test and enter a testing email address to ensure proper configuration.In the Help Desk Integration Settings under Auto-Escalation, check the Auto-escalate reviews at or below the star rating option. When this is turned on, any review that is less than the specified threshold will be ingested into Kustomer.When you're ready to enable this integration, toggle on Activate Help Desk Integration.Note: If reviews aren't being sent to customer, make sure you've checked the Auto-escalate reviews at or below the star rating setting as shown below. Also, if your organization uses Yotpo Questions, turn on the Auto-escalate shoppers' questions setting as well.FAQQ: How many Yotpo stores does this integration support?A: Since Yotpo's forwarded email does not provide unique store information, Kustomer can only ingest reviews for one Yotpo store at this time.
  • Integrate with Delighted

    Delighted is a customer feedback platform that provides a seamless way to collect and analyze customer feedback with Net Promoter Score (NPS). Kustomer offers a Delighted integration that will automatically create and update customer records when your customers submit an NPS survey. This allows your team to have access to critical voice-of-customer data that can help set the tone for support interactions.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Delighted work with Kustomer?Install the Delighted appSet up the webhook in DelightedPrerequisitesBefore starting the integration process, you must already have a Delighted account set up, and have access to the Delighted API. Learn more in the Delighted developer documentation: Delighted: API documentation - WebhooksHow does Delighted work with Kustomer?Kustomer's Delighted integration uses a webhook to create a custom object whenever a survey response is created or updated. Agents can view the resulting custom object and a customer's latest Net Promoter Score rating from the Kustomer timeline.By seeing a customer's NPS score in the timeline, your agents can better understand customers with lower feedback ratings so they can solve their pain points quickly and effectively.When a new customer submits an NPS survey through Delighted, a customer record will be created for them in Kustomer.If an existing customer submits an NPS survey through Delighted, the existing customer record's will be updated with their latest NPS results. When a customer submits a new survey, their latest score will be reflected in the customer's profile and timeline.Install the Delighted appTo integrate Delighted with Kustomer, install the Delighted app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for Delighted in the App Directory, and then select Install.Once the installation is complete, select Click to Copyin the table at the bottom of the page to copy the webhook endpoint URL to your clipboard. You'll need this Kustomer Hook URL in the next step of the setup process.Set up the webhook in DelightedThe next step will be to register the webhook in on the Delighted website.Sign in to your Delighted account, and go to the Integrations page.Select Webhooks.Select Add a new rule.Set the rule to All responses, then paste in the Kustomer Hook URL.Select Send test. If this is successful, you should be able to see this sample response in Kustomer:Finish by selecting Save & turn on.Once this is turned on, your agents will now be able to search for new customers and scores within Kustomer. If you need to deactivate this integration at any time, you can return to the Webhooks page in Delighted, then select Turn off.
  • Integrate with Trustpilot

    Trustpilot is a survey platform for businesses that can collect ratings and reviews from customers. Integrating Trustpilot with Kustomer allows your organization to forward reviews from your Trustpilot account to create Trustpilot Review objects and/or conversations on the Kustomer timeline.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Trustpilot work with Kustomer?Install the Trustpilot appSet up the webhook in TrustpilotGenerate an API key in TrustpilotConfigure Trustpilot settings in KustomerView reviews in KustomerFrequently asked questionsPrerequisitesYour organization must have a Trustpilot account with API and outbound webhooks access to enable this integration. During setup, you will also need to have access to a Trustpilot account with Admin permissions.How does Trustpilot work with Kustomer?This integration connects Trustpilot's review services with Kustomer, allowing your agents to see customer reviews in the timeline. When a customer publishes a review in Trustpilot, this integration will create or update a custom Review object, and/or create a conversation. These results are based on your configuration of the Trustpilot app settings within Kustomer.Agents can use Notes to reply to customers on Trustpilot. By default, all notes are internal. To send as a reply to Trustpilot, include !reply anywhere in the body of the note. You will see the reply as a message in the conversation.You can also use Trustpilot's Find Reviewer feature to contact your reviewers to get additional details about their experience by using !findreviewer in the note. Doing so sends the customer a standardized message asking them to provide their full name, email address, phone number, and reference number. The customer's reply can be viewed in Trustpilot.You will see the customer's details in a message in their conversation once they reply. Please note, that it may take up to an hour for this information to appear in Kustomer.Integrating these Trustpilot features into your Kustomer organization helps your team provide better customer experiences by reaching out to customers after they report a neutral or negative (or even positive) interaction with your organization.Install the Trustpilot appYou can install the Trustpilot app from within the Kustomer App Directory.Go to Apps , search for Trustpilot in the App Directory, and then select Install. This will bring up a Connect modal where you'll provide additional details to connect Kustomer with your Trustpilot account.Fill out the requested details, then select Next.Select Connect to Trustpilot and sign in on the Trustpilot site. The Trustpilot account you sign in with should have Admin permissions. Once the installation is complete, select Click to Copy at the bottom of the Trustpilot App Directory page in Kustomer and copy the form hook endpoint URL. You'll need this Kustomer hook URL in the next step of the setup process.Set up the webhook in TrustpilotNext, log in on the Trustpilot site to configure outbound webhooks to post review data to Kustomer.To set up the webhook in Trustpilot:Sign in to Trustpilot as an administrator, and go to Integrations > Developers > Webhook Notifications.In the Service reviews section, expand New Review and select Add new subscription.Fill out the requested field as follows:Subscriptions: Paste the copied form hook endpoint URL from earlier in Kustomer here.Select Test to validate the hook and confirm the subscription URL works correctly.Turn the Enabled switch to On to finish activating the hook.Select Save Changes for the event type.Repeat steps 2—5 to finish configuring the following review events:Service reviews - Review UpdatedProduct reviews - New ReviewProduct reviews - Updated ReviewTo learn more about setting up webhooks in Trustpilot, see Trustpilot—Manage your webhook notifications.Generate an API key in TrustpilotThen, you'll use the Trustpilot API settings to generate an API key for Kustomer to use for this integration. The last step is to bring the API token back into the Kustomer Settings to finish the setup.To generate an API key in Trustpilot:Sign in to Trustpilot as an administrator, and go to Integrations > Developers > APIs.Under Create a new application, fill in the fields as follows:Name your application: You can name this anything you like.Write the domains: Enter kustomerapp.com.Select Create application. The new application will be added below to the list of your applications.Select the carat icon next to your new application to expand its details.Locate the API key field, then Click to Copy the API key to your clipboard.Go back to Kustomer, then go to Apps  > Trustpilot. Paste the Trustpilot API key into the field provided.Select Save Changes at the bottom of the Trustpilot Settings page.Configure Trustpilot settings in KustomerNow, you can adjust the Trustpilot app settings in Kustomer as you prefer to begin using this integration.Conversation review thresholdThis scale of 1-5 represents the 5-star rating system that customers use for your reviews. Ratings equal to or below the number you set will generate a conversation on the timeline for your agents to respond to.For example, if you set your conversation review threshold to 5 stars, this customer's 5-star rating will create a conversation on the timeline for an agent to follow up on the positive review. You can set the scale lower if you want your team to only respond to neutral or negative reviews.Note: If you don't want to use conversation functionality, you can set the conversation review threshold to 0, and no conversations will be created. With this option, you will need to turn on the setting to Create Review KObjects to see any Trustpilot review activity in Kustomer.If a conversation review threshold of 5 is selected, we recommend turning off the option to Create Review KObjects, as a conversation will be created for every review.When activated, a KObject will be created for every review which will share the rating and review details.View reviews in KustomerIf your organization has the Create Review KObjects setting turned on, you can go to Searches , and then use the Show drop-down menu to select Trustpilot Review.If your organization picked a conversation review threshold to create conversations from reviews, you can go to Search, and use the Show drop-down menu to select Conversations. You can then filter by multiple conditions, including the Message App or Conversation Name values.Frequently asked questionsQ: Why do we reply to reviews using a note instead of a conversation reply?Kustomer doesn't currently offer a standard Review klass. However, we're working to add this functionality as a dedicated reply option in the near future.Q: How do I use a note for internal purposes only?All notes are internal by default. A note will only be used as a reply to a review if you include the word !reply (including the exclamation mark, all lowercase) anywhere in the body of the note. The note will be sent to Trustpilot only if we detect this phrase anywhere in the note body.Q: Does Trustpilot support any text formatting in replies?No, Trustpilot only supports plain-text replies. Hyperlinked URLs, images, and text formatting like bold/italics are not supported at this time.Q: Why do I only see my last note in Trustpilot when I post multiple note responses?Trustpilot will override any notes/responses posted previously and only display the most recent notes with the review.Q: What happens if I edit/delete a note I previously posted?Editing or deleting a note in Kustomer will have no impact on what gets displayed in Trustpilot.To update a review response on Trustpilot, post a subsequent note in Kustomer. This will override the prior note (as explained above) and solely display the latest reply.Q: What should I do if Kustomer informs me the response failed to post?After posting a note, you'll receive a notification to confirm whether or not that reply was successful. If a reply fails to post, you can try again by posting a new note.If this process fails repeatedly, you should use the reply link instead to respond directly in Trustpilot.Q: How can I contact reviewers to get additional details on their experience?You can use !findreviewer in the conversation's reply body to send customers a standard message asking them to provide additional details. To learn more about this feature, see How to use Find Reviewer. 
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