Overview
When the user is activating a new channel, the pop-up message with the confirmation is shown, asking the user to confirm if the channel should be activated.
To use the SMS channel an SMS gateway provider (SMS GW) needs to be set up. VoC Feedback will instruct SMS GW to send texts with Questions to your customers and will receive Answers back from them through the SMS GW as well. If you already have an SMS GW contract or if you don't have one yet, please contact your account manager at SandSIV to have the process set up.
SMS Surveys are different from WEB channel Surveys. These differences are caused by the limited possibilities for answering Questions with SMS texts. For example, it's not possible to add line breaks or text formatting in Question texts as the SMS standard doesn't support those.
Please, test the Surveys with an actual phone before going live with the Survey. Certain special characters might be cut or unsupported by your SMS gateway. In this case try to use a similar character or file a ticket to our Support Team.
Available question types
3 question types are available in the SMS response channel.
| Type | Description |
| Open | The recipient can Answer with a text SMS. The whole text will be considered as the answer and saved. |
| Scalable | The recipient has to Answer with a number of the given scale. The answer must be in the defined range. Answers outside the range are ignored and an Error text message is sent back. |
| Yes/No | The recipient has to answer with Yes or No. Regular expressions are used to define whether the answer is Yes or No. |
Open
The Open text Question type has only one mandatory setting: the actual text sent as the Question. The recipient then answers the Question with certain text (including digits).
Scalable
A customer is asked to respond with a value from a range of values.
| Lowest value | Lowest value of the scale, e.g. "0" |
| Highest value |
Highest value of the scale, e.g. "10" |
| Number of values |
Total number of values. The value step is calculated against this value. Example 1. You have a scale from "0" to "10" and you provide "11" as the number of values. Each value in the scale range is incremented by "1":
Example 2. You have a scale from "0" to "100" and you provide "11" as the number of values. Each value in the scale range is incremented by "10":
In case a customer responded with a value outside of the scale range, Error text message is sent back to the customer. If a customer responds with an incorrect value again, VoC Feedback doesn't send any message back and moves to the next Question in the Survey |
Yes/No
The Yes/No Question type only needs the actual Question text and an error text in case the recipient doesn't answer with Yes or No.
Regular expressions are used to define whether the answer is Yes or No. Take a look at the visualization of these regular expressions below:
Yes
Example (but not limited to) strings matching the above expression:
- Yes
- yes
- YES
- Si
- Ja
- Oui
Additionally, نعم is considered as Yes.
No
Example (but not limited to) strings matching the above expression:
- Nein
- nein
- no
- nee
Additionally, لا is considered as No.
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