What’s new in Wootric?
We’ve been hard at work. Learn about our latest features here.
Edit Segment & Filter Display, Service Now Integration, CXInsight API and More
March 5, 2021
- Integrations
- ServiceNow. Use ServiceNow events to trigger a Wootric microsurvey in web or mobile app, by SMS, or via email with or without use of Wootric’s eligibility engine. Surveys can automatically include metadata from ServiceNow fields with the response, as well as adjust to language requirements. Learn more.
- Zendesk. If you are using an incoming webhook to trigger Wootric surveys from Zendesk, you can now add a delay to the survey send.
- Surveys
- It is now possible to install the Wootric in-app survey snippet using Electron. Here is the setup guide.
- Surveys now support the Hebrew language.
- Analytics
- Analytics: Now you can manage the properties/attributes that are visualized in Wootric. Use hide, show, and rename functions in Segments & Filters for cleaner data visualization in your dashboard.
- Analytics: Now you can manage the properties/attributes that are visualized in Wootric. Use hide, show, and rename functions in Segments & Filters for cleaner data visualization in your dashboard.
- CXInsight Advanced Analytics API
- Having easy API access to the outputs of text and sentiment analytics appended to response data can be critical for incorporation back into data warehouses and external reporting systems. The full CXInsight API is now available for use by CXI customers.
- Having easy API access to the outputs of text and sentiment analytics appended to response data can be critical for incorporation back into data warehouses and external reporting systems. The full CXInsight API is now available for use by CXI customers.
- Security
- SSO. We now support organizations with multiple authentication domains.
- CXInsight. Admin dashboards are now private unless explicitly shared.
- More
- Surveys: Externally-triggered in-app surveys now avoid oversampling.
- Android and iOS SDKs: Performance improvements and bug fixes.
- Analytics: Fixed issues with timezone bug in Trends tab, segment display in Safari, online/offline response rates.
Zendesk & SurveyMonkey Integrations, Customizing Surveys & More
December 4, 2020
- Integrations
- Zendesk bi-directional integration. Trigger surveys upon ticket closure, CSAT data flows back to the ticket record. Learn more.
- SurveyMonkey Integration (Beta). Machine learning-powered text analytics and reporting on multi-question SurveyMonkey surveys in CXInsight. Learn more.
- Slack integration enhancement. Route survey responses to private channels in Slack. Learn more.
- Surveys
- Customize the entire NPS, CSAT or CES question. For example, you can now change the tense of a question, e.g. “How satisfied were you with the onboarding experience?” Learn more.
- Email survey reminders. Wootric can send a reminder email survey to prompt customers who have not responded to your email campaign. Available to Pro Plan users. Reach out to support for assistance.
- CXInsight Advanced Analytics
- CXVision. Introducing CXVision, a version of our advanced analytics & reporting platform for customers that do not require machine learning. Learn more.
- Watchlist Export. Export users and data surfaced by trend change and anomaly reports.
- Manage dashboards and permissions in settings. Learn more.
- Custom sentiment analysis models. When needed, Wootric can now develop custom sentiment analysis models to more accurately assign topic and comment sentiment in feedback.
- Speed. Data from NPS, CSAT & CES survey accounts now appear in CXInsight in near real-time.
- Inspired by 2020: Text and sentiment analytics model for feedback related to politics is now available.
- Security
- Password reset is disabled for all SSO enabled accounts.
- Email surveys: When using templates or API to send email surveys, you can now choose to block email bots by requiring user validated survey responses. Learn more about this optional setting.
- More
- Bug fixes on Android and iOS SDKs
- Send multiple email survey tests to the same email address.
- Account-level CX metrics now calculated for multiple survey projects in Salesforce.
Embed a Survey on a Page, Analyze Data by Numeric Range & More
August 24, 2020
- Embed a Wootric survey on a webpage. Wootric will furnish HTML code for you to adapt, style, and embed on your website or in your app. Learn more.
- Email Survey Campaigns. Upload a CSV file to immediately send a one-time campaign. This feature is limited to customers who use only email surveys. Contact support to enable this feature.
- SDK feature parity for event-based sampling in mobile apps. Android, iOS, and native Segment, too.
- Filter metrics and feedback by numeric range in dashboard analytics. The example below filters purchases that range from $500 to $999.
- Embed a Wootric survey on a webpage. Wootric will furnish HTML code for you to adapt, style, and embed on your website or in your app. Learn more.
- Intercom Integration
- Support Use Case. Analyze NPS and other data by Intercom operator. Webhooks enable you to trigger a Wootric survey based on attributes and events in Intercom. Now it is possible to associate data about conversations with responses, such as operator (agent) and conversation closed date. Learn more.
- Analyze Intercom Messenger survey responses by user cohort. You can now filter by age of user account at the time of last survey response. Learn more.
- Create reports using date & numeric properties in CXInsight. Add reports to your dashboard such as NPS by Contract Value (number values) or NPS by Purchase Date Cohort (date values). Learn how.
- SSO: Microsoft Azure Active Directory (AAD) integration with single sign-on.
- Intercom Integration
Tag scoping, Freshdesk integration, Trigger surveys based on URL & More
June 29, 2020
- Triggering and blocking surveys on a page. You can now configure surveys to trigger based on a location in your product or website, right in Wootric settings. You can also create a global block list that defines pages where the in-app survey should not be shown. All code-free.
- IOS and Android SDKs now support sampling groups, targeted sampling, and event-based surveys. Sampling groups enable you to run surveys from multiple accounts/projects without having to update code. Learn more about sampling groups and targeted sampling.
- Webhooks: Outbound webhook calls now support json content type.
- SSO: Wootric now supports single sign-in with Auth0, Ping Identity, OneLogin, and generic SAML. This is in addition to Okta and Google.
- Freshdesk integration: Trigger a customized Wootric survey upon ticket resolution or other event in Freshdesk. Learn more.
- Intercom trigger mapping: Now you can pass agent name and conversation id as properties via webhooks. Learn more. Note: Trigger-mapping for Messenger surveys is coming soon.
- Segment.com integration: “Page” calls are now supported. This is in addition to “identify” and “track” calls.
- CXInsight analytics:
- Tag scoping: By scoping a text-search or smart tag to specific projects, sources, metric types or tags, you can now limit how tags are applied to feedback. Learn more.
- More options for reporting on metrics: choose between highest frequency, highest score, lowest score.
- Improved rendering speed: Reports now load incrementally on dashboards with multiple reports.
- Tag scoping: By scoping a text-search or smart tag to specific projects, sources, metric types or tags, you can now limit how tags are applied to feedback. Learn more.
Employee pulse surveys, Route responses to email, Enhancements to CXInsight & More
March 25, 2020
- Free Employee pulse surveys & analytics
Developed in response to the coronavirus pandemic, this program enables companies to modify CSAT and CES surveys to gather, analyze, and respond to employee feedback for free. Slack and email notifications included. Companies with more than 200 employee comments can use the CXInsight platform for 6 months for insight into employee sentiment at scale. Details here. - Email Surveys: Improved rendering in MS Outlook and on mobile devices.
- CXInsight Dashboards enhancements:
- Admins now can customize the expiration time for shared dashboards.
- Display recent verbatim feedback in dashboards. Learn how here.
- New options make it easy to update layout of CXI Reports. For example, easily move a report to the top or bottom of your dashboard.
- Route new responses to email addresses: This functions much like our Slack integration and is easy to set up. Go to Settings > Integrations > Send Wootric data and select Email. For example, send promoters to marketing, detractors to support or success.
- Segment Source: Sending Wootric data to Segment.com is now out of beta and is generally available to all Segment users. This means your survey responses will be available for you to use with marketing tools, analytics tools, data warehouses, and any other destination that accepts event data. In addition, nested end-user properties on Segment.com are now ignored. Previously they would break the check for survey eligibility.
- Salesforce: Trigger mapping now allows customizing Email Subject and Email Intro by user language.
- Self-service account management: Now you can change your survey question e.g. from NPS to CSAT, change account owner, clear your dashboard, or delete an account without contacting support. This is helpful when you want to start fresh after testing. Admins can find these options in Settings > Your Account under Danger Zone.
- Free Employee pulse surveys & analytics
Survey customers across journey touchpoints, Analyze G2 reviews
February 13, 2020
- Survey Groups for in-app web and mobile surveys:
Now, instead of configuring different code snippets in your app, a Sampling Group allows you to link Wootric accounts and deploy any of your Wootric surveys to the same customers across journey touchpoints. For example, you may want to show a CES survey after a user onboarding, a CSAT survey after a user has used a new feature, and an ongoing NPS survey to measure overall customer loyalty every 90 days. See more details of the customer journey use case here. To link accounts and create a sampling group, please contact support . - Segment.com Integration:
- Authentication now supports OAuth. This is a security enhancements required by Segment.com for all of our new mutual customers. Existing integration connections will continue to work, but we recommend that you initiate OAuth flow from Wootric’s account settings page.
- Sources integration: When sending data from Wootric to Segment, we honor the account settings and do not override userid with email value.
- Intercom integration: There is new option to not push historical data to Intercom for customers who want to control the number of users in Intercom.
- CXInsight: G2Crowd review analysis. Understand what your reviewers are saying at scale. Contact support to learn more.
- Survey Groups for in-app web and mobile surveys:
- CXInsight enhancements
- Reports page: improved grouping, search, and layout.
- Feedback page: All the values are now clickable. This means fewer clicks to narrow down the search results.
- Dashboard Settings page: This new page makes it easy to delete, update, and rename dashboard names.
- Wootric TV now honors date ranges across all reports. Learn more about how to use Wootric TV.
Activity Status & More
December 9, 2019
- Activity Status page: You can now see the status of surveys across different channels, any errors related to SDK configuration, and Integration status for Salesforce, Slack and others. See Activity Status now in your Settings.
- Intercom Messenger surveys: Web visitors who respond to a survey are now identified in Wootric. When there is no email address in an Intercom user’s record, Wootric now automatically associates the user’s Intercom ID with their feedback.
- Code-free configuration of referral link on thank you screen on Android and iOS surveys: Inviting mobile users to take action after they complete a survey is now easier. The post-survey thank you screen can be customized in Account Settings, under Customize Survey. Add a link to G2, the App Store or other custom referral url, or invite your users to share their comments on social media.
- CXInsight: Improved Word Cloud and trending words for feedback in Spanish.
Enhancements to Salesforce Integration, Wootric TV, Referral Links & More
October 18, 2019
- Salesforce Integration: When you have multiple Wootric survey accounts connected to one Salesforce organization, you can now see which Wootric account a response belongs to.
- Post-survey thank you screen: You can now append email address, score and feedback to the referral link in your request for action button.
- Wootric TV: Display can now be configured via drag and drop. Chart resizing is smoother, too.
- CXInsight: By default, account admins now have access to all reports and dashboards.
- CXInsight: Data is now displayed in your preferred time zone.
Major new features to democratize CX program deployment and analytics
September 18, 2019
Our customers now have more control over survey customization and deployment, and new advanced analytics and reporting in CXInsight puts the power to understand feedback at scale in the hands of every team. More details in the press release.
Data Democratization
- Enterprise dashboards give executives a centralized view of all NPS, CSAT, CES and employee survey results in one place, with the ability to drill down into segmented data and qualitative feedback based on the properties defined in the micro-segmentation and customized surveys.
- Team dashboards democratize access to metrics and insights by giving every team a personalized view of the feedback from customers using their products, in their region, and about the issues they are responsible for improving. With this new release, reports included on each dashboard can now be tailored to the needs of each team, making the insights even more actionable.
- Self-service analytics give stakeholder teams the ability to garner insights from CX data without a data analyst. With the ability to create custom reports on the fly, any team member can perform root-cause analysis, add new reports to their dashboard, and monitor specific segments, themes, products or journey points over time.
Advanced Code-Free Survey Targeting & Global Customization
Development resources are no longer required to set up the following:
- Micro-segmentation allows CX teams to create very targeted profiles and the corresponding in-application surveys based on a registered users or visitor’s segment, product, edition, language, recency, usage profile, region or specific events. Targeted sampling can use events from Segment or customer properties and eligibility defined directly in Wootric.
- Multi-language surveys that can be easily set up, deployed within an application or website, and centrally managed to collect feedback from users in any language.
- Customizable micro-surveys make it possible to customize the wording of each survey to match your exact product terminology in every language and let CX teams define the sampling rules for each target group. With customizable in-app micro-surveys that can be setup entirely in the Wootric platform, CX teams can now easily ask different questions to different groups of customers.
Additional new features
- Multi language support for Salesforce and Zendesk triggered surveys
- Support IETF standard for language code
- Security enhancements for Javascript SDK
- React-Native SDK enhancements to work seamlessly with both device and emulator
Enhancements to Salesforce & Intercom Integrations
June 14, 2019
- Now you can set up Salesforce trigger mapping yourself. If you are using Salesforce workflows to trigger Wootric surveys, now you can easily define the trigger Object(s), e.g. “Case,” and any fields you wish to pass to Wootric. Examples of these fields include unique ID, properties, or info you want to use to customize an email survey subject line. To use the new setup feature in Settings, head to Integrations > Trigger Surveys > Trigger Surveys using Salesforce Workflows.
- Two nice enhancements for Intercom integration users.
- Intercom integration is now also an Inbox app. Customize your Inbox to display a user’s survey response data and trends right next to your active conversation.
- All survey responses are now associated with an Intercom user ID. Previously, survey responses were associated with user email–and that was problematic for customers that did not have email addresses for all users.
- Intercom integration is now also an Inbox app. Customize your Inbox to display a user’s survey response data and trends right next to your active conversation.
- Auto-tag and search-related bug fixes for Chinese characters.
Survey Links, TV Display, & CXInsight™ enhancements
April 25, 2019
- Survey Links: Sending a url link to a survey is a way to reach customers when other channels are not a viable option. For example, you can drop a survey link in Salesforce Live Chat, or in an SMS message in countries where two-way SMS is not supported. Available to Pro Plan customers.
- SMS Geo Match: You can now choose to send SMS surveys to country-specific phone numbers. This prevents customers from being charged international SMS rates inadvertently.
- TV: One of our engineers took on a side project and, lo and behold, Pro Plan customers now have a basic TV mode for your office flat screen! It auto refreshes, shows live anonymized survey responses, trends and summary of your CX metric on one projectable page. A caveat: TV mode is not customizable. Reach out if you’d like to have it added to your account.
- CXInsight™ Analytics:
- Several performance improvements on the dashboard for accounts with high volumes of survey responses and tags. For example, it is now faster for customers that have 100+ tags to manually add or remove a tag.
- Data imports are now sorted in descending order by date i.e., latest imports first.
- You can now add additional properties to user records in Wootric. If at the time of survey response, you did not have access to operational data associated with your customer, such as revenue, location, pricing plan, persona, etc, you can now add that data into your dashboard after the fact so that you can analyze by these business drivers. Contact Wootric for import assistance.
React Native SDK, Improved Export, & Email Surveys from Your Domain
March 25, 2019
- Data export: Now you can easily scope the data you wish to export from the Wootric dashboard. Narrow it down by date range, segments, tags and various other parameters.
Pro tip for Google users: Open your export in Google Sheets and–voilà!–clean format. - You can send email surveys from your business domain. This new Pro feature may help you improve deliverability and response rates. Details here.
- Need to recycle your OAuth credentials? Now you can do it in Settings.
- SMS surveys: Wootric will now check to confirm that the phone number associated with your customer is, in fact, a mobile number. SMS surveys will not be sent to landlines.
- Our React-Native SDK is now available on NPM registry here. It includes several fixes for Android.
Search Tags by Sentiment, Webhook Improvements & More
February 22, 2019
- CXInsight™: Now you can filter data by tag (theme) and sentiment. For example, filter feedback regarding Support that is positive, negative or neutral.
- More controls, flexibility and simplicity when setting up Outgoing Webhooks. New UI in settings makes it easier to have your systems listen for, and act on, events in Wootric such as a survey response.
- Zendesk webhooks can now trigger SMS surveys.
- Zendesk webhooks can now trigger all survey types: NPS, CSAT, and CES.
- Clicking on a respondent’s email in Feedback tab now opens a new browser tab so you don’t lose the context you had in Feedback.
- Translation updates for Portuguese and Vietnamese.
- Signup flow improved by requiring active selection of all form fields, such as survey type, before you can progress.
- Bug squashed in Intercom Messenger app that impacted surveys on Android and iOS.
Visualize tag sentiment, Security update & More
February 8, 2019
- CXInsight™: Tag sentiment breakdown is now visible on Feedback dashboard.
- CSAT email survey UI has been improved to minimize false clicks.
- Zendesk webhooks can now trigger surveys in any language.
- Salesforce: Wootric account admins are now notified via email when Wootric cannot send data to Salesforce. This can happen when your authentication token expires or the Wootric managed package is removed by a Salesforce administrator. Now you’ll know.
- Android SDK: Wootric surveys can now be configured to appear based on Activities.
- Security: Wootric user accounts are locked after five invalid login attempts and must be reset by validating a link through email.
- CES surveys now support Vietnamese language.
SMS, Survey Improvements & More
January 25, 2019
- SMS surveys can now be scheduled to send at a future time. This prevents you from bothering your customers in the middle of the night.
- CSAT and CES email survey usability improvements to help prevent users from hitting the wrong score.
- Data export is now more MS-Excel friendly. New lines no longer appear between customer comments.
- When you upgrade your Wootric plan in Settings, new features become available in near real-time. Give us about 10 seconds and you are good to go.
- We now support Hungarian language for all surveys.
- Bugs squashed:
- Intercom integrations: Date properties are now properly parsed.
- In some cases, CXInsight™ data spilled off trend charts and graphs. That doesn’t happen anymore.
Watchlist Alerts, SSO & More
December 31, 2018
- CXInsight™ Watchlist enhancements.
- Both user insights and custom insights Watchlist report data can now be exported.
- Data exports now include tags and tag sentiment.
- New Watchlists can be created based on a saved search. Saved searches allow you to narrow your data. For example, instead of only allowing you to create watchlist for “Customers by region”, now you can create a watchlist that specifies “Customers in the Northeast that spend >$100/month” and so on, depending on what user properties you are passing into Wootric.
- CXInsight™ Watchlist enhancements.
- CXInsight™ Watchlist Alerts. Now you can be alerted to changes in Watchlist data. Changes will trigger an alert email with data report attached to email addresses you designate. Alert emails will be sent at most once per day. Learn More.
- Survey eligibility now displays why a user is not eligible for survey. Previously it was only true or false (eligible/not eligible).
- SMS survey API now accepts end_user properties. Previously it was only enabled for in-app and email survey APIs
- Email survey API now accepts dynamic sampling parameters
- SSO with Okta. Learn more.
- Sendgrid email survey template is now available.
- Mobile: Surveying groups of users (survey eligibility based on user properties) is now available for both Android and iOS SDKs.
- Password criteria is now shown on password reset page
- Several bug fixes on Android and iOS SDKs
Machine Learning, Enhanced Survey Platform & More
December 21, 2018
Wootric CTO Prabhat Jha recaps the 2018 enhancements to the Wootric product and to our partner integrations.