How Figame.com Automated Customer Feedback with NPS and Survey for Zendesk

Could you briefly introduce yourself, your role, and the company you work for?

My name is Ian Loizos. I’m an Operations Manager at Figame.com. It is a travel management company based in Greece.

What we wanted to achieve using the app was to have data from our customers on their reviews. The service helps us have data pretty much every time they decide to post a reply to the survey they receive, so that we can also check on complaints and give them a chance to provide us with a review. This way, we know if what we are offering is okay with them or not.

So, it has been a great help.

What was the biggest challenge you were facing before using the NPS and Survey app?

Before, we had never used an automated app, so it had to be done manually. I should have taken the emails of the potential respondents and then sent them separate emails by hand.

But now this has been automated, so it actually works on its own. I just have to log in and check the results and whichever actions need to be taken, let’s say, in case of a bad review or a complaint.

How did you come across the NPS and Survey app?

Yeah, we are actually users of Zendesk, so I checked the Zendesk Marketplace and I found you guys. That’s how we met.

What made you choose the NPS and Survey app over other tools?

Yeah, there was actually a comment about your support team that it’s quite fast and helpful, and I liked that. I agree with that because you actually helped me and implemented, within a few days, a change that I asked you for.

So, I’m happy with my choice.

Could you tell me briefly how it works for you day-to-day and how you set it up?

Well, I set it up pretty fast, actually. I just changed the color, selected a specific question, and changed the wording. It took actually no more than five minutes, for sure.

And then I also implemented the trigger that you helped me build. Then I just posted it, and it started working instantly, sending emails.

Now I just log in every day and check the responses, mainly to see if we received a complaint or a bad review with a comment, to check what we have done wrong and what we can change.

Now what I plan to do is to get a weekly list of the reviews that I can share with my colleagues, so that they know the reviews and also to check as a team what we can change.

Has the app increased your productivity compared to the manual work you did before?

For sure. And it also increases my visibility in terms of knowing how the service works because, as an Operations Manager, I have the responsibility for offering a service of high quality, as we promise to our customers when we onboard them.

So, this is, let’s say, my visibility to each and everything that’s happening there.

How would you describe your experience working with our team and with the product itself?

Just great. Very helpful, very supportive, and prompt replies.

Would you recommend the NPS and Survey app to others?

Absolutely, because of your great support. Because it is easy to use, easy to check the results, and easy to set it up and change it very fast.

Results

With NPS and Survey, Figame.com replaced its manual customer feedback process with automated survey collection. This reduced the manual work involved in sending surveys and gave Ian better visibility into how customers perceive the company’s service.

By reviewing responses, they can identify complaints and negative feedback and understand what the team can improve. Figame.com also plans to share customer reviews with colleagues on a weekly basis to make feedback part of the team’s ongoing service improvement process.