14 Unique Retently Features – Things That Only This CX Service Can Do

Potential clients typically ask us — “what makes Retently higher than the competitors?”.

That’s one thing we take into consideration so much. After all, answering this query effectively results in buying new enterprise, whereas responding poorly sends potential clients fleeing for whichever competitor they’re evaluating us to.

Comparing Retently to the competitors is kind of a problem. Retently is a Customer Experience Management Platform – overlaying NPS, CSAT, CES, STAR surveys and buyer suggestions – and, as such, there are simply too many issues to think about. So as a substitute of filling out these basic “us VS them” comparability tables, we determined to go for one thing totally different and showcase a few of Retently’s distinctive options and functionalities.

If you’re questioning why we’ve listed solely 14 factors, it’s not as a result of now we have simply 14 distinctive options. This article covers options that solely Retently has on the time of writing. We additionally wished to maintain this put up pretty brief, so we solely centered on main issues slightly than exploring each minor element.

This article covers an inventory of distinctive options provided by Retently, in comparison with different established opponents within the SMB and mid-market, similar to InSecond Wootric, Promoter.io, Delighted, AskNicely, and SatisMeter. There are extra companies, new merchandise, and firms launching each month we would not concentrate on.

SIDENOTE.

There’s a superb likelihood that competing companies will attempt to catch up, so all statements on this article are unlikely to carry true perpetually. But we’ll make certain to replace it accordingly ought to something change.

1. Everything is linked to survey campaigns

Retently’s marketing campaign is a novel function. With most competitor instruments, you may solely arrange the surveys and ship them out both one time or on a recurring foundation. 

Retently, alternatively, lets you arrange one-time, recurring common and transactional campaigns, the place a predefined set of surveys is shipped to a selected buyer section.

This helps you to run unbiased survey campaigns per product, service, or buyer section (group clients by varied standards – income, geography, lifecycle, and so forth.) and get an NPS, CSAT or CES rating. 

Each marketing campaign comes with its personal choices for:

Survey template

All it’s important to do is create, clone, or modify an present template for every marketing campaign and use them when wanted.

Audience

Each marketing campaign comes with a preset filter that targets all clients in your Retently account, however you may apply extra filters to slender down your viewers.

Schedule

Your surveys will probably be despatched mechanically in accordance with the schedule. Choose whether or not you need your clients to obtain the survey on enterprise days solely or any weekday. Set a timeframe restrict on your surveys.

Next, set a schedule for brand spanking new clients to be mechanically surveyed, in addition to the regularity of recurring surveys. You also can disable the recurring surveys choice.

Another helpful function is the every day survey restrict which lets you cut up your buyer record and ship a restricted variety of surveys every day, supplying you with sufficient time to have interaction together with your respondents.

Optionally, you may have your CX survey resent to individuals who didn’t open the final survey or opened however didn’t reply. You can select the identical survey template or choose a special one.

Alerts

When creating a brand new alert, you may be requested to decide on a number of occasion sorts you need to be notified about, notifications frequency (instantly, every day, or weekly digest), and the notifications channel (e-mail or Slack).

Autoreplies

You can create a set of e-mail auto-replies meant to have interaction with clients that didn’t go away any textual content suggestions, left a Detractor rating, or just ask your Promoters for a evaluate on Trustpilot and unfold phrase-of-mouth.

Read extra about Campaigns in our devoted information base part.

2. Advanced survey template editor

Retently lets you customise just about all the things in your survey template:

• Change the background shade
• Upload and modify your emblem, its measurement, and place
• Edit all texts’ font household, measurement, styling, and colours
• Adjust the form, model, and shade of all buttons
• Add extra textual content blocks and customized hyperlinks

This applies to the Rating query, Open-ended query, Thank you web page and the Unsubscribe web page.

We’ve already offered default texts for the template, however every bit of the survey might be tailored to your distinctive case.

What’s extra spectacular is that the Open-ended query and Thank you web page might be totally different for Promoters, Passives, and Detractors, permitting for a personalised strategy and a greater segmentation of the offered suggestions.

The Thank you web page follows the identical modifying logic. The distinction right here is which you could additionally add a CTA (name to motion) hyperlink.

Get extra concepts and NPS survey templates in this text.

3. Survey personalization utilizing merge fields (variables)

In their try and draft a profitable survey marketing campaign, companies typically overlook the survey topic line, and the context personalization can present. In this respect, Retently permits making use of merge fields within the survey’s topic line and the content material itself for a considerably elevated open and response price. 

Survey variables stand for explicit buyer attributes, such because the defaults “first title” or “firm title”, in addition to complicated information, similar to account supervisor or area, which might be added when importing clients from a CSV file or synchronizing them by the use of our integrations or API.

Variables might be included just about in any textual content enter space of the survey template – the topic line, the extra textual content blocks, the ranking, and open-ended questions, in addition to the Thank You display screen. Before supply, our system will change the variables within the survey template with actual information, which can differ for every buyer or viewers section. 

But what if the client doesn’t have any information within the property used as a variable? As a rule, the variable will probably be changed with empty information; and right here’s the place fallbacks will flip useful – a default worth displayed if a buyer doesn’t have a selected property. 

4. Multi-language surveys

Retently’s distinctive survey template editor additionally permits an ideal multi-language setup.

Most survey companies include a preset of translations, which aren’t tailored for every business, or typically might be removed from written by natives.

Retently doesn’t have a multi-language selector. Instead, you may absolutely customise your NPS survey texts and translate them into any language you want.

Read extra about multi-language surveys in our information base.

5. Keep monitor and A/B take a look at surveys with Outbox

To simply preserve monitor of all of the surveys despatched to your clients, Retently got here up with an Outbox part which, by the use of a set of helpful filters, permits for superior information segmentation, meant to enhance the survey campaigns alongside the way in which.

That brings in a number of advantages concentrating on elevated survey engagement, particularly:

The supply stats part supplies granular particulars in regards to the survey response price, when it was despatched, opened, or responded right down to the minute, and what number of clients bounced or opted out of your surveys. These will enable for extra information-pushed resolution-making.

The Outbox can be an efficient instrument to A/B take a look at your survey samples over time. By wanting into the supply stats, you may monitor which templates have been most interesting and apply the insights in future campaigns.

If used correctly, the Outbox also can assist enhance the response price. For instance, you may manually choose some or all filtered surveys and resend a one-time e-mail survey within the marketing campaign they’ve been despatched initially.

6. Survey queue administration

To streamline survey administration, Retently launched a Queue web page that lists all e-mail surveys triggered by particular occasions however not despatched attributable to a pre-set delay. 

The goal of the Queue web page is slightly easy – to supply an easy strategy to view, navigate, and filter upcoming surveys. It additionally permits customers to ship surveys forward of the anticipated time or cancel them as a substitute with out going by means of particular person campaigns’ settings.

7. Feedback administration

Since accumulating buyer suggestions is the primary surveying aim, the suggestions administration capabilities couldn’t be ignored. Retently got here up with superior collaboration, visualization, segmentation, and evaluation of the acquired buyer suggestions. 

In this context, think about managing your suggestions in your Slack occasion. Our Slack integration permits receiving, monitoring, and responding to buyer suggestions in actual-time, proper inside Slack. Teams can simply prioritize duties and take motion to resolve essentially the most urgent points. For instance, you may mark a selected suggestions and assign it to any of your workforce members inside Retently for comply with-up. This approach, you may reply to buyer wants extra effectively, enhance collaboration between groups, and ship higher buyer experiences.

8. Automated e-mail cleanup

Retently has a constructed-in e-mail cleansing function. Before any surveys are delivered, your recipients’ emails will probably be mechanically checked for deliverability to make sure a better marketing campaign response price. Also, you’ll be considerably decreasing your bounce price and ensuring you’ll obtain extra related actionable suggestions.

9. Antivirus detection

To keep away from random scores posted by antivirus techniques of their seek for dangerous content material, Retently carried out an algorithm to make sure information accuracy.

Our antivirus detection mechanically blocks the scores submitted by effectively-recognized techniques similar to Symantec, Microsoft Outlook Protection, Mimecast, MessageLabs, Barracuda Email Security Service, and so forth. 

However, as they may additionally evolve and different related techniques be launched sooner or later, there may be one other examine in place that screens antivirus-like patterns and logs them.

Once a rating doubtlessly left by a generic antivirus is detected, it’s displayed within the suggestions widget with a warning (!) signal. At this level, it’s as much as you to delete or simply ignore it out of your ranking calculation. 

10. Data segmentation and export in all plans

With Retently, you may simply section your viewers with any of our plans. Competitors require you to get their premium plans to take pleasure in this function.

Exporting information (like customers, suggestions, and scores) can be obtainable in all Retently plans – so everybody can entry and export their information at no extra value.

11. Industry benchmarks

Retently has a constructed-in benchmark function that lets you examine your NPS rating and tendencies with the common rating on your business. This approach, you get to avoid wasting effort and time since you may have all wanted information proper on the dashboard. You not must do prolonged Google searches and take care of paywalls to search out what you want.

The benchmarks are calculated by doing an nameless common, and we solely cowl industries the place now we have over ten purchasers to make sure the info is related and actionable. Currently, Retently gives integrated NPS benchmarks for the next industries: SaaS, Ecommerce, Financial Services, Enterprise Software, Digital Marketing, Consulting, Insurance, Healthcare, Logistics & Transportation, Construction, and so forth.

12. No information retention limits

Unless you cancel your Retently subscription, your information is at all times right here – to entry historic buyer suggestions, NPS scores and examine tendencies and progress.

Keep an extended historical past of your buyer interactions, and don’t fear about information changing into unavailable after some time, or the necessity to improve to the next plan.

13. Automation playbooks

Retently lets you simply automate varied processes and run customized situations utilizing the integrated Zapier integration and webhooks.

Retently helps you create automation situations based mostly on the “if this, then that” precept.

A couple of frequent and extremely helpful situations are:

• Automatically begin a dialog with a Detractor
• Automatically ship a message to individuals who didn’t go away textual content suggestions
• Delete onerous bounced contacts out of your record
• Export account NPS information to Salesforce or another CRM
• Run a webhook and ship your NPS rating and suggestions to a third celebration service or utility

Zapier, Make & Alloy Automation:

Zapier is an integration service that connects totally different functions (over 6,000 apps on the time of this writing). Connect Retently to your Zapier account and sync new contacts, ship transactional NPS surveys, export buyer suggestions, and handle your workforce’s duties.

The Zapier integration just isn’t distinctive to Retently. Most established opponents function one or possibly two attainable Zapier triggers or actions. However, the quantity of potential automation situations utilizing Zapier with Retently is overwhelming attributable to many supported triggers and actions.

Make & Alloy are additionally sought-for integrations that help you convey collectively varied techniques and platforms to create a seamless buyer expertise. The integrations allow corporations to streamline their buyer engagement and assist processes, automate workflows for fast execution of repetitive duties, and join with clients throughout channels. Hence, you may effectively modify buyer interactions and journeys, tailoring them to particular enterprise objectives, and thus present sooner and extra constant service supply. 

Check our Zapier integration web page right here.

14. Product UI/UX

Retently encompasses a visually-pleasing UI that ensures working NPS surveys and campaigns doesn’t really feel like a chore. Most of our clients have informed us, on a number of events, how a lot they love the clear design and the streamlined consumer expertise.

Retently encompasses a slick, straightforward-to-use, and extremely intuitive interface. All the info and knowledge are in a single place, thus being simply accessible. Data visualization is straightforward to comply with and perceive. The menus and tooltips are self-explanatory, permitting for no time wasted. Pretty a lot no onboarding is required (not even for brand spanking new, unfamiliar customers).

That’s clearly not all the things…

Retently has many extra distinctive options and capabilities.

Most of our clients love our product design, its cleanliness, and the consumer expertise.

Our buyer assist workforce efforts are extremely appreciated, this being the second motive respondents rating a 9 or a ten in our personal NPS surveys.  

If you ever want any assist or have a query for us, we’re proper there for you – our assist workforce works spherical-the-clock to give you the very best buyer expertise.

Don’t miss out on the numerous advantages of utilizing Retently and experiencing a brand new stage of buyer engagement. Get began in the present day with a 7-day free trial and take your CX to the following stage.