Adept - SMS Surveys

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 (depending on the channel). This is a great tool for team members 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.

In this article, we explore how to initiate SMS surveys. If you would like to read up on how to use Adept for IVR or Online (Web and Email) surveys, these can be found using these links.

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 SMS surveys?

To start initiating SMS survey requests via Adept, first select your SMS 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 team member's unique PIN (which are set up by ServiceTick when you first join us). When a team member 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 SMS surveys, these fields can be fed into the text messages they receive and used to personalise them, for instance, "Dear [Name]".

Any designated filter nodes will display on this screen as dropdowns, allowing the team member 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.

Survey Options

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.

For SMS surveys, an 'SMS' option is displayed by default, but you can also have a 'Not Applicable' option if you would like.

For any scenarios where the team member 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 'SMS' was selected)

If you selected 'SMS' you will see the following:

Enter the recipient's phone number in the 'Telephone number' box. You can then select the time they are sent the SMS survey using the 'Date & time' field. Click on the box and a date picker will be displayed:

• To select a date, use the top left and right arrows to cycle months and click on a day to select it.
• To select a time, click and drag the hour and minute scales to the desired selection.
• Use the 'Now' button to revert the selection back to the current date and time.
• Click 'Done' once you have selected your required date and time.

Once you are ready, click the 'Schedule SMS' button to log the SMS request. This will return you to the beginning of the Adept process, ready for the next survey request. The survey will text the recipient at the date/time you specified.

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 into practice?