Sending In-App Customer Support Surveys With Instabug

For customer support teams, surveys are a powerful tool for getting to know users and assessing their needs. They’re also a great way to identify and reach out to users who need help. The easiest way to get high response rates and contextually-rich answers is by surveying your users right inside your app. You can use Instabug surveys for customer support teams to ask questions to your users right in-app. Instabug’s surveys can be used in both beta and production apps. You can reach out to users at any point in your app life cycle and get their thoughts in multiple different ways.

So, read on to find out how to use Instabug surveys to identify star features and problem areas, gauge user needs and habits, and more. This blog also includes sample survey questions for customer support teams.

Instabug survey types

Here are Instabug’s three survey offerings. Each type can be customized to your liking. You’re able to customize the wording, localization options, followup options, user targeting, event targeting, and more. This will help you send customized customer support surveys with Instabug. You have the option of starting with a survey welcome message, so you can let them know what you’ll be asking them about and tell them their participation is important to you. Every survey comes with its own analytics page, so you can get deeper real-time insights into your data.

NPS surveys

The Net Promoter Score survey is the classic customer loyalty survey. Ask them how likely they are to recommend your app to a friend or colleague. Then, what happens next depends on how they respond. Promoters will be asked if they’d like to leave you a review in the app store. Passives and detractors will be asked what you could do better — allowing you to get more information, and keeping negative feedback in your inbox and out of public app store reviews.

App rating surveys

Ask your users if they like your app. If they do, they’ll be asked if they’d like to leave you an app store review. If they don’t, they’ll be asked what you could do better. Next, you have the option to start an in-app chat with any user who responds to the survey, so you can ask followup questions and address their issues.

Custom surveys

Write your own questions and choose from a variety of answer formats. Give them multiple-choice options, open text fields, or ask for a star rating. In addition, you can customize your thank you messages.

Survey questions for customer support teams

Now let’s send a customer support survey with Instabug. After you’ve chosen your survey format, you’ll create your survey. NPS and app rating surveys come with pre-set (customizable) questions, or you can start from scratch with your own. The type of survey you choose and the questions you ask will depend on what you’re trying to learn from your survey. We’ve created some example survey questions for customer support teams below.

Targeting the right users

After you’ve created your survey, it’s time for you to choose which of your users will see your survey. You can ship surveys without any code changes by using automatic targeting. Next, you can target users with custom attributes or you can choose from preset attributes like app version, session count, last seen, country, or more. You can also upload a CSV of emails to target. To target your audience, you’ll select one or multiple conditions in the WHO field on the survey targeting page.

Target your surveys to one or more specific segments, either pre-set or custom.

Targeting the perfect moment

Sending well-written questions to a well-chosen group of people isn’t the only thing you need to launch a successful survey. You’ll also need to approach them at strategic times so you can ask questions in context when they’re most relevant to your users’ experience. Increasing relevance increases the response rate and quality of your results.

When you’re creating your survey, you’ll encounter the event targeting step on the survey targeting page. After you’ve completed the user targeting (WHO), you’ll move on to event targeting (WHEN). Then, you can choose from a list of custom events specific to your app after you’ve added them to your custom event list. More details on how to do this are in our Docs. If you don’t select a specific event, your survey will appear 10 seconds after launch by default.

Your custom events will appear in the dropdown menu and can be chosen as survey triggers.

After your survey

You can check in on your survey results at any time; you’ll get real-time results updated whenever you load your Survey Results page. In the top left, you’ll find some helpful numbers: how many users saw your survey, and what percentage of those responded to it. Plus, there’s also an analytics tab, where you’ll get a bird’s eye breakdown of your responses. Depending on what type of survey you created, you’ll see either your NPS score, a word cloud illustrating comment frequency, the percentage of respondents who clicked through to rate you on the app store, or more.

Finally, an essential feedback best practice is closing the loop. To ask follow-up questions or simply thank the user for participating, you can press the Reply button on the right side of any individual survey response to get in touch with the user and start a chat.

Reply back to users and keep them in the loop.

More survey resources

You now know the basics of shipping surveys with Instabug, and you’ve read our survey templates for customer support teams. But there’s always more to learn when it comes to writing questions, choosing your segments, and targeting effectively. Our blog is packed with resources to help you write great surveys. Check them out below to get started:

• The Beginner’s Guide to In-App Surveys for User Feedback
• In-App Survey Questions: Guidelines and Templates
• How to Segment and Target Users for Max Survey Feedback