Use case – automate your customer feedback and build a constant source of quotes and testimonials

One of the best ways we can use surveys with Zoho CRM is to gain customer feedback when or shortly after we have delivered our products and/or services. It is a great way to measure how the customer feels about dealing with our business as well as building a pool of quotes that can be used by marketing in future to help attract more customers.

To achieve this, we will need the following components:

• A survey
• An email template associated to a workflow to trigger sending the email

Let's start with the survey, which is created in the same way as described earlier in this chapter. This survey starts with a Net Promotor Score (NPS) question followed by a couple of questions to give the respondent opportunities to provide a testimonial and also suggest how the service could be improved.

Finally, the checkbox will obtain permission to use the quote in subsequent...