Getting started

Welcome to the Insocial platform!

Insocial provides top-notch customer feedback insights, reports, and useful tools to enhance customer relations. At first glance, our platform might seem complex, but let's break it down step by step to help you understand how everything works and where to find each feature!

Please keep in mind that tool availability is subject to the terms of your contract (some of these tools are add-ons). Not all tools are accessible to all users; availability depends on the user type.

The menu consists of 9 items, listed and explained below.

The Home page is where you will find the newest articles about Insocial and its features as well as useful tips and tricks. Feel free to click around and explore all the benefits of our platform.

The Inbox collects all your survey responses. Use the filter options on the left to find specific responses. You can also label responses using tags, mark favorites, archive, and permanently delete responses, just like in your email.

Use the filters on the left-hand side of the screen to display responses that meet certain conditions. This helps understanding the opinions respondents have provided based on your filter criteria.

Click on a response to view all details (such as metadata and data & status) and see the available actions (such as archive, favorite or delete).

The Notification Center is perfect for alerting you to outlier responses. In other words, you'll be automatically notified whenever a response significantly deviates from the average scores. Setting this up correctly will save you lots of time sifting through responses.

Read Action center for more information.

Insights is likely the menu item containing the most useful links. Not only does it include the experiences (depending on your contract), but it also features driver analyses, phase deepdive, open feedback, journeys, and two very useful tools: text analysis and results comparison.

The reporting tab provides a quick overview of all your reports, along with visually appealing dashboards. Lets break down all the report types:

Standard reporting: In the standard reporting tab, you will find all automatically generated reports. Please note that these reports are accessible to all users.
Customized reporting: This tab displays all customized reports. Once again, all these reports are accessible to all users. For example: Once you change the layout of a chart or add an extra chart, the standard report will be moved to the customized reports section.

Note that Insocial can create customized reports for you, but this service comes with additional costs.

Private reporting: In the private reporting tab you will find all the edited reports. Users can individually make changes to these reports and save them to their own accounts. However, these reports are not accessible to other users.

In the survey tab you can create new surveys, or edit the settings of existing surveys. By clicking on a survey you can see the statistics, as well as the responses. Also, you are able to filter on surveys related to specific experiences. Once again, the available experiences will depend on your contract and add-ons.

Send out your survey via the invites & channels tab. Choose between several distribution channels (SMS, e-mail or Whatsapp) and upload your client base file. Besides, you can see previous sent batches along with their status, selected channel, date, time, language and the selected survey. If you wish to see more details of a batch, hover over the invite and click the -button on the right-hand side of the screen.

Under this menu item you’ll find the Narrowcasting option. This useful tool allows you to display live survey scores and results during a presentation.

Read Narrowcasting for more information.

The Settings page is where you manage users, environments, use the data retention manager, set up closed loop feedback, configure ruling, and create invitation templates.

Below, we will list and discuss every item under the settings tab and talk about its feature as well as what to look out for.

Closed-loop feedback: Is the practice of responding to a customer's survey feedback in order to understand their feedback better, resolve their pain point, or let them know that their insights will be used to make improvements to your product, service, or customer experience strategy.
Ruling: Setting up general rules or survey specific rules

General rules: These rules apply to all surveys. Once a general rule is created, it is activated immediately.

Survey specific rules: Survey specific rules only apply to selected surveys and weight more than general rules.

Invites & templates: Via invite templates you are able to create a template for your emails. This way you can style your email according to your brand style and much more.
Environments: Select the correct work environment here.
User management: Create new users and manage their roles.