New feature: Customer Feedback & Site Readiness Form URL Prepopulate

The Customer Feedback and Site Readiness form URL prepopulate feature allows citizen developers to pass information via the URL of a Customer Feedback or Site Readiness form.

We’re pleased to announce a brand-new feature to help you make the most of your ProntoForms investment. If you have CSAT forms enabled, you now have a new way to optimize your Customer Feedback and Site Readiness forms.  

Presenting Customer Feedback and Site Readiness Form URL Prepopulate.  

The situation  

Prior to the launch of this new feature, the Customer Feedback Form Destination would send an email to an email address of a person who may or may not have been the person on-site when the technician performed the work.  

The recipient of this email may not have interacted with the field technician whatsoever. Beyond the potential to not make it to the correct person, this email also lacked the background context for the service performed in the field. 

The solution: Customer Feedback & Site Readiness Form URL Prepopulate 

The Customer Feedback and Site Readiness Form URL Prepopulate feature allows citizen developers to pass information such as part numbers, technician information, and other valuable contextual data via the URL of a Customer Feedback or Site Readiness form.  

Taking things one step further, tech-savvy users can procedurally generate these URLs to launch different processes. Line of business owners may wish to have their citizen developer or business technologist generate URLs as part of a workflow that sends partially filled, multi-use Customer Feedback and Site Readiness forms.  

Another way to use this feature is to set a reusable URL that automatically populates information such as the field tech’s name and ID number into a QR code. Technicians can hand out these data-rich business cards printed with QR codes to contacts. Once the service work has been completed, the recipient can scan the QR code, launch a form, and advise if any work was missed during the service call. Your team can then dispatch a field technician to return to finish the job.   

What we’ve described in this situation is a win for the field tech. No longer do they need to carry around paper, receive frantic calls about a job, and can complete their work with ease. It’s a win for the citizen developer who can track data around what has been missed during a job and adjust their processes accordingly. Lastly, it’s a win for our customer’s customers because aren’t wasting their time tracking down the technician to hand over their notes. Overall, it’s a much smoother experience for everyone concerned.  

The benefits gained from using Customer Feedback & Site Readiness Form URL Prepopulate 

Line of business owners now have a way to ensure they get the URL for the Customer Feedback and/or Site Readiness forms directly into the hands of the person who was there. You gain insight into feedback from an on-site customer who witnessed the quality of the service, installation, or work performed.  

In addition, you can expand the use case for this functionality to include actions like having it trigger a workflow based on an automatically generated URL (using another system) that “dispatches” some information into a Customer Feedback Form. 

Your IT team also has a shared interest in expanding these use cases to fuel projects where they can leverage this functionality. In addition, citizen developers now have a new to get information out to customers. They also are equipped with another way to provide field technicians and field engineers with feedback on how their work was received by the customer.  

Sample use cases 

Embedding a QR code  

Embedding a QR code is the most straightforward use case for this feature. It’s used to encode information in the reusable Customer Feedback Form URL into a QR code that can be placed on a technician’s business card, pre-filling their name and ID number. When launched, the URL automatically fills in this information, providing context for your customers.  

Launching processes in CSAT Forms  

Launching processes in CSAT Forms is a more complex use case that can have wide-ranging effects within your organization. Gaining access to this capability requires the work of a citizen developer or IT professional. They will need to develop a script to auto-generate the URL based on a previous process. An example of this work is for them to extract the data to be used to prepopulate, then create the URL.  

To put this into a real-world context, say a hand sanitizer manufacturer decides to use this feature. Their customer reports an issue or fault with the manufacturer’s equipment. The manufacturer could create a CSAT form URL with relevant information obtained from Salesforce records on that installation and send it to their customer’s customer in a Site Readiness form.  

Learn more about Customer Feedback & Site Readiness Form URL Prepopulate 

ProntoForms’ Customer Feedback and Site Readiness form URL Prepopulate feature helps you pass information to these forms via the URL. This is a sure-fire way to help you include valuable information such as the technician’s name and details of the service performed. Deliver exceptional customer service. Use the URL with parameters to supercharge your technician’s business cards with a QR code containing essential information.  

For more information on the Customer Feedback and Site Readiness Form URL Prepopulate feature and how to configure it, please visit our Product Documentation Portal. 

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