What is Adept?
Our Adept feature gives console users the ability to initiate surveys of all channel types (IVR, Email, Web and SMS). It comprises a series of menus that allow filters or custom data to be attributed to a survey request, before sending or transferring the recipient onto a survey (dependent on channel). This is a great tool for call centre agents or anyone looking to initiate one-off survey requests. Please note, for a larger quantity of recipients we recommend instead using our Bulk Upload feature.
How do I get started with Adept?
Adept can be found by clicking on 'Adept' in the side menu:
The Adept page will load and display a 'Selected survey' dropdown, and is ready and waiting for you to start initiating surveys. This dropdown will contain all surveys that have been configured to use Adept - this is set up by ServiceTick when you first start using the feature. Surveys can be added to/removed from Adept for you by ServiceTick as required.
How do I initiate Online surveys?
To start initiating Online survey requests via Adept, first select your Online survey from the options displayed in the 'Selected survey' dropdown. Doing so will load an iteration of the following screen, which is divided into three sections:
Agent Data Entry
The Adept process is split into three sections, the first being 'Agent Data Entry'.
As a minimum, this section needs to contain a field for the agent's unique PIN (which are set up by ServiceTick when you first join us). When an agent uses Adept for the first time they will need to key this in, but all subsequent times will populate it for them automatically.
This 'Agent Data Entry' section can also be used to record custom data or attribute filters to the survey request.
Custom data refers to free-text fields, that provide a handy way of adding unique information to survey responses - for example, a policy number or customer contact details. And in the case of email surveys, these fields can be fed into the emails they receive and used to personalise them, for instance, "Dear [Name]".
Any designated filter nodes will display on this screen as dropdowns, allowing the agent to choose the value they require. For example, if you utilise a 'Touchpoint' filter, this can be added to Adept and used to signpost what type of customer enquiry this survey relates to.
The next section relates to survey options and can be accessed by clicking on the section header, once you have completed the 'Agent Data Entry' section.
The contents of this section will depend on how you plan to initiate your surveys. Online surveys can be set up so they can be served by email, web or both.
If you are initiating an Email survey, an 'Email' option will be available.
If your survey is a Web survey, a 'Link' option will be available.
In addition, you can also have a 'Not Applicable' option if you would like. For any scenarios where the agent asks the caller to take part in a survey and they decline, this 'Not Applicable' option can be used to make a log of the reason why they chose not to take part.
Survey Actions (If 'Email' was selected)
If you selected 'Email', you will see the following:
Simply type the recipient's email address into the 'Caller's email' field, and click 'Send email'.
The page will reload and return you to the beginning of the Adept process. The email survey is now sent to the recipient.
Survey Actions (If 'Link' was selected)
If you selected 'Link', you will see the following:
A one-use URL to the survey will be displayed in the text box (which has all of the data entered during Step 1 linked to it). This URL is now ready to share with the recipient.
Clicking the 'Copy short URL' button will copy the link to your clipboard, allowing you to paste it wherever you require (be it an email, web chat or other correspondence).
Once done, click the 'Complete' button. The page will reload and return you to the beginning of the Adept process.
Survey Actions (If 'Not Applicable' was selected)
If you selected 'Not Applicable', you will see the following:
This dropdown can be used to record why the customer did not wish to take the survey. The options in this dropdown are set up by ServiceTick when Adept is first configured and can be updated at any time if required:
If the reason does not match one of the pre-defined options, you can select 'Other...' which will provide a text box for you to provide more information:
When you are done, click 'Finish'. You will then be returned to the beginning of the Adept process, ready for the next survey request.
Ready to put this stuff into practice?