Email and SMS Surveys

The YourCX platform allows you to conduct surveys by sending invitations via email or SMS to users. This method is ideal for collecting feedback after the completion of a specific process or following a particular event—such as a purchase, customer service interaction, complaint, or participation in an event.

Characteristics of Email/SMS Surveys

• Process-Based Surveys – These surveys are linked to specific transactions or interactions between the customer and the company.

• Delayed Sending – Survey invitations can be sent immediately after an event, or with a defined delay (e.g. 24 hours after a purchase).

• Recipient Identification – When integrated with a CRM system, it becomes possible to track and respond to specific feedback.

• Communication Channels – Survey invitations can be sent via:

  • Email with a unique survey link

  • SMS with a short message and link

  • Other digital channels such as WhatsApp

Main Use Cases:

• Evaluating customer service quality after a hotline or live chat interaction

• Measuring satisfaction following a purchase or product delivery

• Collecting feedback after a return or complaint resolution

• Assessing the registration, account activation, or onboarding process

Benefits of Email/SMS Surveys:

• Timely targeting – Reach customers at the right moment in their lifecycle, ensuring the process in question has been completed.

• Higher-quality responses – Feedback is collected after the full experience has taken place.

• Personalized invitations – Customize survey invites using transaction data (e.g. order number, product category).

• High effectiveness in satisfaction measurement (CSAT, NPS, CES).