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Wootric Getting Started Guide
Wootric Getting Started Guide

This guide will walk you through installing Wootric, customizing surveys, setting up integrations, and testing before going live.

Daniel Pitrowiski avatar
Written by Daniel Pitrowiski
Updated over 4 months ago

Welcome to Wootric Microsurvey!

This guide will walk you through installing Wootric, customizing surveys, setting up integrations, and testing before going live.

If you have any questions during the process, please contact us at support@inmoment.com or create a support ticket here.


Configure Wootric Settings

Logging Into Wootric

Visit Wootric’s Login Homepage and log in using your existing credentials. If you are having trouble getting logged in, first try resetting your password by selecting “Password help” or reaching out to support@inmoment.com to ensure your account is configured. If SSO is included in your package, you may need to confirm with your CSM that your SSO has been fully set up.

Logging in will land you on your project Snapshot, which includes an overview with charts & graphs of survey feedback over time. Since you likely do not have any live surveys yet, this Snapshot will be sparse. Let’s get your surveys configured, installed, and integrated with other platforms! Head to the “Settings” gear in the upper right-hand corner of the page.

Account Settings

Get started by configuring your account settings, since you’ll want to add key stakeholders to the account that will need to be involved in installation. At the bottom of the left-hand navigation, under “Account Settings” → “Manage Users” will allow you to add users with different permissions. New users will be sent a confirmation email to set up their credentials as they are added to the account. If you have multiple accounts such as an NPS, CES, and CSAT, settings are not connected, so you’ll have to set up internal users for each account separately by toggling to each account with the drop-down in the upper right-hand corner. Here is an additional help article on managing users.

Under Account Settings, you’ll also be able to rename your survey using ”Your Account Name”, access your master switch to disable & enable surveys, configure your time zone settings, and create a weekly email digest summarizing survey feedback. Here is our Weekly Digest Email FAQ.

Danger Zone (only for owners of the account)

If the account owner needs to make a major change like the examples below, you'll find the options in Account Settings under the heading Danger Zone.

Installation: Web, Email, Mobile, Intercom, SMS, Survey Link, Whatsapp

Working from the top down on your left-hand navigation, select the “Getting Started Guide” for comprehensive instructions on how to install your survey, select the channel(s) you’d like your survey to appear in, and follow the drop-down instructions as you select the various channels. You can also find all technical documentation for installation via various channels here.

SMS is the only channel you need to talk to a CSM about enabling. Learn about pricing per country and see our SMS calculator (you may need access) for more specific costs.

In-app Web Installation

Under the Web → Install Directly or with Google Tag Manager you’ll find your survey’s unique code snippet to be installed in your web application. This code has options to customize. We recommend you edit according to the suggested TODOs in the code, as well as include additional properties you plan to pass to Wootric for additional segmenting/filtering during initial installation.

Click here for additional Technical Documentation for installation via in-app web and some helpful support articles:

Once your survey is installed into your in-app web application, you can continue to make changes to the survey language and sampling rules without requiring developer intervention or changes to the code snippet that was installed.

You can also install your in-app web survey via Segment. Here is a video on how to integrate Wootric via Segment.

Passing Properties to Wootric

For in-app web installation, it’s important to pass Wootric custom properties about your customers, which will give you the power to segment your users into groups meaningful for your business and reports, as well as trigger surveys based on customer attributes/properties. For example, if you are an HR management tool, you may want to examine your NPS scores and feedback by employee type (i.e., manager, individual contributor). This may give you richer insight into your drivers of satisfaction, and whether these differ by user type. You’ll need to have properties passed to Wootric upon initial installation to trigger surveys based on customer attributes, called Advanced Targeted Sampling.

To pass Wootric custom properties, your developer must add them within the Wootric JS code snippet as additional key/value pairs. Make sure to double-check that your custom attribute keys always have a JSON­ valid value; this means quotes around strings and sending null as a value when there isn’t a value for that user. Wootric currently supports Integers, Strings, and Unix formatted dates as values. See some examples of properties added to the code snippet below to help identify product, account token, role, pricing plan, and last order date.

You can find instructions on how to use our properties on different channels here:

IMPORTANT: Get the list of the event names (i.e. checked_out) and property names (i.e. plan_name) and list of available values/key for each event/property exactly as they are written into the code snippet from your developer to later use to set up Advanced Targeted Sampling.

Here are a couple of blogs explaining why segmenting data with properties is essential to your CX strategy:

Targeting your Survey

There are 2 different types of sampling you can set up for your survey. You can only have one sampling type per project, but if you have multiple projects (i.e. NPS, CES, and CSAT) your projects can have different sampling settings. :

  • Standard Sampling: Proven time-based sampling is typically used for NPS. While you can adjust these times, the default recommends that anyone over 30 days old in your system is considered 'eligible' to see a survey, with 33% of the eligible logged-in (registered) users being shown a survey at a given time. Over 3 months, nearly all of your registered users will have been shown a survey - assuming they all logged in during those 3 months. After 90 days, users who responded to the first survey will become eligible again to be shown a survey, and the cycle will continue.

  • Targeted Sampling (available for in-app web and mobile app surveys only): Allows you to set rules for specific user groups you define to receive surveys. You can run multiple survey targets/surveys at one time. For example, you might want to send a survey to paying customers who have recently completed onboarding. Or, you might want to target a survey of only 10% of iOS users in Germany. Activation of any targeted sampling group will disable your Standard Sampling on this project.

Note for both sampling options: Registered Users are any users who you've passed a unique identifier for (like an email address or user id) as part of your Wootric/Segment code installation. Visitors are unknown users.

Depending on which option works best for your survey, follow the steps below for the different sampling types.

Standard Sampling

Select “Customize Sampling” in the left-hand navigation to pull up your sampling settings. While the recommended default will be set for you, you can adjust how often your users see surveys by adjusting the number of days in the fields. If you are surveying users who do not log into a customer portal, you’ll need to increase the number of “Visitor % Surveyed” since the default is focused on registered users. Once you hit save, you’re all set.

Targeted Sampling (In-app web and mobile app surveys only)

Targeted sampling is a feature available for mobile & in-app web only and allows you to trigger surveys based on user attributes. To set up a targeted sampling, you’ll need to make sure you have your survey(s) set up first, which we’ll cover in the “Customize Your Surveys” section. You’ll also need to confirm that your code installation includes at least one of the objects below (see the chapter on “Passing Properties to Wootric” to find out how to install these objects) since it’s what’s used to trigger surveys. To confirm which objects are being passed to Wootric, review with your dev team what’s been included in the code snippet or head to your Dashboard → Snapshot → View the list of properties/events/locations listed on the left-hand side of the dashboard under “Segments & Filters”:

  • Events or Event Count: Trigger a survey when a certain event occurs (typically used with CES and CSAT) such as after a case closure, a product is purchased, or registration is complete

  • User groups (based on their attributes, or ‘properties’): Trigger a survey based on the type of user such as paying customer (enterprise vs. midmarket), geography, or the amount they’re paying.

  • Page/location information (URL, name, or path): Trigger a survey based on where the user is on your web app or mobile app.

Once you confirm your survey has been set up, and your code installation includes one of the referenced data points, visit the “Targeted Sampling” page in the left-hand navigation bar and follow the steps:

  1. Create a new rule & name (you can create multiple rules based on different eligibility listed about)

  2. Select the survey to show when the user meets the criteria set in the next step. The survey you choose and all its customizations will be used every time the targeted sampling rule is triggered. If you are operating in 2 languages, you’ll need to set up 2 surveys, one in each language in the Customize Survey step, then set up 2 different rules, so the correct survey is triggered for the right user.

  3. Define your Event, Target Survey Group, and/or Page that will trigger the survey when a user meets the criteria. If you’re not sure which properties are currently being passed to Wootric that you can trigger from, visit your Dashboard -> Account Snapshot page to view the active “Segments & Filters'' on the left-hand side. If you create a rule based on something that is not being passed, the survey will fail to be triggered.

  4. Define target group sampling for how often and at what volume your users will see the survey. These are the same as the standard sampling rules detailed above.

  5. Set up additional rules! If you want different surveys to be triggered based on different criteria, i.e. a survey that asks for certain feedback on one product page “How easy was it to sign up for an enterprise package?” vs. “How easy was it to sign up for your free trial?” then you’ll need 2 surveys & 2 rules.

Note: The sampling rules are connected. That is, within one account, your users can be protected from over-sampling.

Email Surveys

There are two options for sending email surveys:

  1. Via Wootric API and CSV upload

  2. Via downloadable email template to use in preferred email marketing platforms

Whether doing either option or both, you’ll need to start with “Customize Email Template” and then follow the steps to add branding, custom wording, and settings for your email sender and a reply email. Remember, you’ll need to first customize your survey to have the customized questions, follow-ups, and thank you appear after the recipient submits their response.

Upload & Send via Wootric API

Most importantly, if you plan to send emails via Wootric API, the Wootric team will need to validate your custom email domain. If you have not worked with support or your CSM to do this, reach out to support@inmoment.com with your desired email domain, and support will walk you through the process.

Now you’re ready to “Upload and Send” which you’ll find directly below the “Customize Email Template” in your left-hand navigation. Simply follow the instructions to check if users in your campaign list are eligible and then upload your CSV file and send your emails.

IMPORTANT NOTE: Your CSV file will not be retained after sending and email sends cannot be undone. Wootric does not track deliverability or open rates. Caution: Data must exactly match existing labels for properties and values for data to appear consistent on your dashboard.

Download Email Template

Once you’ve customized your email template and you’re ready to send via your preferred marketing platform, click on “Download Email Template” where we have pre-existing templates for the marketing platforms with logos that appear. If you do not see your preferred marketing template, reach out to support@wootric.com to see if support is available.

Customize Your Surveys

Continuing down your left-hand navigation to “Customize Your Survey” to customize your survey question, follow-up, and thank you screen for your business and target audience.

  1. Whether launching NPS, CES, or CSAT, begin with customizing your survey question that will pop up when a user becomes eligible to be surveyed. While the default question is set for you with the option to edit product/company & audience, you can customize the entire first question if needed by selecting “Customize Entire Question”. Here is an article on Customizing the entire question.

  1. Save & Next to configure your Follow-up open-ended question. To maximize results, we recommend creating a unique follow-up based on the users' scores to gather more detailed qualitative feedback and further curate the experience. See this article on “How & Why You Should Customize the NPS Follow-up Question

  2. Save & Next to configure your custom thank you follow-up page as your essential and final step. We recommend creating unique Thank you follow-ups based on score, so you’re able to ask promoters to leave a review on G2Crowd & social media and push detractors to a custom link such as your help center.

To customize your survey in multiple languages, visit this multi-language survey help article.

Now that you’ve customized your Survey, it’s time to define when and where a survey will appear, and set rules for specific user groups you define to receive surveys.

Integrations

Trigger Surveys

To automatically trigger Wootric surveys from workflows in external platforms (such as in an Intercom chat box or at case closure in Salesforce) set up incoming webhooks or native integrations in the “Trigger Surveys” tab).

Zendesk

To trigger surveys from Zendesk, set up the “Trigger Surveys” → Zendesk Setup in your Wootric account settings and follow instructions here for setting up targets/triggers in Zendesk.

Intercom

To trigger surveys within the Intercom chat, follow the steps in this step by step guide.

Salesforce

To trigger Wootric surveys using Flows on all Salesforce standard objects as well as custom objects, follow the steps in this SFDC Triggers step by step guide. Workflow-triggered surveys are used usually, for example, to trigger surveys on:

  • CSAT or NPS surveys on support case closure

  • Contact creation or update

  • 30 days prior to account renewal

  • CES for new Leads or Contacts who just installed your product

  • SMS surveys for a recent upgrade

Service Now

To trigger customized Wootric surveys from ServiceNow using incoming webhooks and custom properties follow the steps in this ServiceNow Step by Step guide.

Send Wootric Data

Sync Wootric Data to other apps & platforms used internally by your team. To set up your sync, visit the “Send Wootric Data” tab in the left-hand navigation to see a view of possible integrations. If you see that some of the options are locked, you may need to check with support@inmoment.com or your CSM to make sure that the integration is included in your package.

Basic Integrations

Syncing data to the following platforms is simple and only requires you to follow the “Set up” instructions from this page:

  • Intercom

  • Slack

  • Email

  • Totango

  • Segment

  • Gainsight

  • Hubspot

Salesforce

Integrating Wootric with Salesforce will push Wootric survey data to appear within each of your corresponding accounts and contacts within your Salesforce organization. To install, follow the detailed steps in our Managed Package Installation Guide.

Test your survey

You can easily test your survey before going live. For instructions on how to test via various channels, follow the instructions below:

For web-app only: Once you finish testing your survey, remember to take it out of test mode by removing “survey_immediately = true” This line should be commented out or removed. That should prevent the survey from appearing every time your users visit the website.

Wootric Go Live Checklist!

  • Add users via Account Settings → Manage Users (here)

  • Install your Survey via available channels through the “Getting Started Guide” (here)

    • If installing via In-app:

      • If your survey respondents include logged-in users, make sure we can identify them: Pass us email addresses or identifiers and created_at dates in UNIX 10-digit timestamp (see how to here).

      • Double-check that custom properties have been added within the Wootric JS code snippet as additional key/value pairs (see how to here)

  • Customize your survey with your Company or Product name, survey language, and follow-up question (here).

  • Confirm that default sampling settings are correct or set up advanced targeted sampling (for in-app web only) based on event/user group/location (here).

  • (Optional) Trigger surveys inside of Intercom chat or from external sources workflows: Salesforce, Intercom, Mixpanel, Zendesk, Freshdesk, ServiceNow, or Segment (here).

    • If triggering via Salesforce make sure you’ve completed these steps.

    • If triggering via ServiceNow make sure you’ve completed these steps.

  • Push Wootric feedback & scores in real-time to other sources via Wootric’s integrations (here).

    • If integrating with Salesforce, confirm the Managed Package has been installed.

    • (Optional) Setup Zapier to move Wootric data into Salesforce, ZenDesk, or other platforms

  • Test your Survey installation via in-app code snippet, iOS SDK, Android SDK, Segment, or mParticle

  • Take Wootric out of testing mode (here). This line should be commented out or removed: wootric_survey_immediately = true.

  • Go live!


Questions? Contact support@inmoment.com or create a support ticket here.

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