Basic Wizu Set Up

Step 1 – Create Your Bot

When you first create your Wizu account you will be asked to set up a default account bot. Simply give your bot a name and description and then set your default privacy and social links. Leave blank any you don’t use.
Click on the appearance tab to then change the visuals of your bot. You can set the colours used within the chat view and then upload your own header image. We recommend an image of 100px high by 400px wide. You can use the Wizu bot or upload your own bot image. This image should be 96 x 96 and can be an animated gif. You can also choose from a list of font and set a background image if required.

The Chat Messages are a list of default system responses that a bot can refer to during the conversation. Unless you have a specific need to change these we would suggest leaving them as they are as most of the survey conversation will be created in the scripts page.

Save your bot and you are now ready to build your first conversation.

Step 2 – Build Your Conversation

Start by clicking ‘Create From Gallery’ and choosing either a NPS, CES and CSAT demo. If you don’t want to use any of these templates then you can simply remove that part of the question from within the conversation to create a blank template. Give this script a name, title, subject and select the relevant bot.

You can edit these general settings at any point under the ‘General tab’. Here you can also change the state of the survey and change other settings. The custom styling tab on this section also allows you to upload custom CSS.

The ‘Dialogues’ section is where you build out your survey. By default, there is an introduction section, main template section (such as NPS) and a common exit. You can edit these existing dialogues and add additional ones. Within a dialogue you can click into each question to edit the text and change other options such as the routing. Underneath these sections you can add another question by selecting from the range of question types.

Question Types

The following question types are available.

• Statement – allows you to enter a line of text rather than ask a question.
• Text – Either capture a single line of text or allow longer responses with the comment question. A range of default options are also available here including asking for an email address, Telephone number or first name.
• Yes/No – A question that offers a Yes/No answer option. The question and response options can be changed if required.
• Slider – Allow the respondent to use a slider to choose a score. By default this between 1 and 10 but you can change the range used and select what the min and max labels are set to.
• Rating – A star rating question which by default has 5 stars selected rating between very poo and very good. The number of stars and star tooltips can be changed.
• Emoji – Choose between 3 or 5 emoji faces rating from unhappy to happy.
• Single Select – a question that allows the respondent to choose one individual answer. Either create a blank question or choose from a range of template options such as satisfaction or agreement scale. You can also add reactions for each answer option.
• Carousel – An advanced version of the single select which places the answer options in a scrollable carousel. Add more information or an image into the square and set reactions for each option.
• Multi Choice – A question that allows the respondent to choose one or more options for a list.
• Terminate – a statement that ends the survey and submits the response data.

Topics and Aspects

You also have the option to add a topic to the survey. Click the ‘Add topic’ link at any point to add a new topic within the dialogues section.

Any meeting or conversation can have a list of topics that need to be covered. These can be thought of as agenda items or discussion points and should relate to the subject. Topics are general areas to be measured and could relate to a specific department. If your subject was a hotel visit then topics might include location, room and service. Questions related to topics could be ‘how would you rate the room?’, ‘what could we improve about the room?’ etc.

You can also select if you want to display aspects in a grid. This will ask respondents to rate all areas in one go rather than asking them individual questions. You can also utilise the topic for intelligent responses. Add relevant keyword groups and set reactions for both positive and negative responses in order to trigger automated reactions based on respondents open text answers.

Routing

You can add routing options to your survey in order to create more dynamic and personalized surveys. The routing options vary depending on the question type selected and if you are utilising Artificial Intelligence but routing options include simple options such as based on the pre set answer option, if the answer contains a certain keyword, if a metric below a set value is given or even depending on the sentiment of a text response. Select your match type and where you want to link to and then add any other routing options as required. You cannot delete a question that has a route or is routed to so if you want to remove a question you will need to delete the routing first.

Response Actions

Within the workflow you can create automated depending on responses. If you are using Salesforce there will be some additional options here around creating specific Salesforce actions. Check out our Salesforce help section for more info on this. The email action allows you to send an email either to the respondent or any email address you enter. You can edit the subject, the body and the from address and include any context from within the conversation or include a transcript of the survey.

Once you are happy with the survey you can preview across different devices and then once happy simply publish the survey to make it live. You can then share the survey with your customers or upload data directly into Wizu to send out invitations.

Step 3 – Invite Respondents

Once you have published your survey you can then invite people to take your conversation by uploading contact information. You can download a template file that has instructions for the format your file should be in. Here you can also add customer specific context information that you can then refer to in your conversations. To do this, update your conversation using the tag format {context.columnheader} eg. {context.product}.

Before you upload your data you also have the option to edit the email template that will be sent out to your customers. Here you can change everything from the Subject, body text and call to action – the email will also automatically pull through the relevant bot image.

Survey invitations can also be sent automatically through Salesforce, via other email providers or you can embed the conversation directly on your site. To do this simply click on the general tab and select iFrame hosting. Here you will see the snippet of code required to insert the survey onto any page you require.

Step 4 – View Data

As soon as your customers start taking your survey, we will start reporting the data. Wizu has a range of dashboards to help you understand your data and you can also export your data to excel to analyse further.

Insights

The Insights section allows you see reporting across all your surveys. Here you can see overall score, trends and a breakdown of individual areas such as NPS. You can filter by specific conversations and date ranges.

Dashboards

Within each script you are able to view the dashboards section that will show you an overall view of the conversation stats and the question by question breakdown. You are also able to look at the correlation between two different questions and choose from a range of different chart options.

Text Analytics

Also within each individual conversation you can look at the text analytics section. Here any questions that have intelligence enabled will be automatically analysed to bring you a breakdown of customer responses. View common talking points that respondents have mentioned and filter by positive or negative sentiment.