If you have downloaded Wizu from the Salesforce App Exchange then you will need to create a Wizu account too. Get in touch with us for details on how to set up your account or if you already have an account then follow the instructions below. Wizu is managed through an online portal so all your bot and survey creation is handled within Wizu.
Wizu for Salesforce offers a completely integrated experience whereby companies can use Wizu to create engaging, interactive customer surveys and then associate the responses to data in Salesforce. Wizu can be used for a wide range of situations including:
· Sending a customer survey after someone has purchased from you
· Sending a customer satisfaction survey when closing a case
· Sending a customer survey to measure NPS at set intervals
· Generate new Salesforce leads from a Wizu conversation
· Sending a customer survey after someone has attended an event with your company
· Sending a customer survey requesting feedback on a product
By connecting Wizu and Salesforce you can create leads and activity records, update standard and custom fields on an existing record or create entirely new records of any standard/custom object in Salesforce.
To start seeing your survey data in Salesforce simply follow the following 5 steps.
Step 1 – Integration
Login to Wizu and go to your account page. Click on the + Salesforce Integration button under ‘Your Integrations’. Ensure you are logged out of Salesforce and then give your integration a name. Then simply save and click the ‘Connect to Salesforce’ button.
Login to the Salesforce account you want to connect to Wizu and the accounts will now be connected. You may need to verify your account to ensure your Salesforce account is secure. Once connected you will see that the Org URL has now updated and the ‘Connect to Salesforce’ button has changed to ‘Disconnect from Salesforce’.
Step 2 – Build Your Conversation
This is where the magic happens. This next step is all done in Wizu. To start with you will get the chance to customize your bot. You can either use the Wizu bot or create a totally new bot and set your company logo, colours and set things like your social links. You can view a more detailed explanation of setting up your bot in the relevant help section.
Once your bot is set up you can now put together your conversation. You can choose a template for a starting point and then start to design your survey. There are lots of different questions types available and you can edit the question text, the answer options, the bot reactions and add any routing to map multiple questions journeys depending on how a customer responds.
For a more in-depth look at creating conversations see the help guides and how-to videos.
Step 3 – Set Up Mappings
Once you have created your conversation and added your survey questions you can look at mapping these questions to fields in Salesforce by going to Response Actions > Workflow.
Choose your Salesforce integration environment from the drop down and then click the + Salesforce Action button to get started. Your first option is to choose either the ‘Create’ or ‘Update’ action.
Next you need to select your Object. The drop down will display all available objects in Salesforce. If you create any custom objects, then these will also appear in this drop down.
Once you choose an object, such as ‘Lead’ you will then be shown the required fields that you need to map for this object. Wizu will automatically look for any matches between your conversation questions and the Salesforce field and set this mapping for you. Then any other required fields can be mapped manually.
Step 4 – Invite Respondents
So now your bot and conversation has been built, your accounts are connected and you have mapped the relevant fields. Time to start collecting that data. There are a number of options available here. Firstly, you can just publish the conversation to generate a URL that can then be shared to anyone you want to speak too. By default, Wizu will not know who each respondent is you will need to ensure you are collecting data that will help you match the respondent with a record in Salesforce.
You can also upload invitation data to Wizu which can include any custom fields and tags you might want to utilize either in the conversation or for mapping to Salesforce. Wizu will automatically send out an email to the customers you have uploaded and you are able to edit the template that will be sent out.
You could also create an email template in Salesforce by taking the conversation URL and utilising merge tags.
Step 5 – 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. Responses will also start sending to Salesforce instantly so you can start to see data coming through and trigger any actions or workflows.