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What's new in the platform?
In this article you can find information related to our recent releases.
IN THIS ARTICLE
1. Release 10/04/2024
Page logic
We are happy to introduce a long sought-after addition to our platform: page logic. With page logic, you can personalize the survey experience of different participants based on:
their metadata: only present a certain set of questions to participants with a specific value on a metadata key.
previously given answers: ask follow-up questions based on what a person answered on a question.
Everything about page logic can be found in this dedicated article.
User management via API
In our quest to make user management as easy as possible, we proudly introduce new API calls for user management. From now on, you can
With these API calls, you can automate user creation, management, and deletion by linking this to your internal systems to make sure all people within your organization see the correct data at all times.
Data anonymization and retention
Did you know that after a certain amount of time, you can show the data anonymously on the platform and/or delete your data from the platform and from our database? It's a best practice regarding data protection and security. Do not hesitate to contact your customer success manager or send an e-mail to support@hellocustomer.com to learn all about the possibilities!
2. Release 14/03/2024
It's been a while since we had a big release, but here we are! Lots of new stuff came your way. So let's take a look!
Touchpoint wizard and settings
It's now easier than ever to set up a new touchpoint. We re-vamped our whole touchpoint wizard, put it in a more logical order and we also updated the touchpoint settings page to align everything so you can find the settings you need way easier. Read everything about our new wizard in the updated manual to set up a new touchpoint!
1-5 score question
There is a brand new question available to put in your survey: the 1-5 score question. You can add as many as you like to your touchpoint. Read everything about all our question types here.
IMPORTANT
We are still developing the analysis page for the 1-5 score questions and some specific dashboard widgets. Therefore, you will see an empty tab in analysis for now if you add the 1-5 score question in your survey. We expect to have the analysis & dashboard widgets ready by the end of April.
Upload answers via the platform
It's now possible to upload answers on multiple questions directly in a touchpoint via the platform. Therefore, go to the touchpoint settings of an Ask anywhere touchpoint and go to the block 'Answers' to start uploading your data into the Hello Customer platform. Find a step-by-step plan and best practices here.
API call Add participants
There is a new API call to add participants to our platform. It is necessary to update your current API calls, since the Add single respondent and Add multiple respondents API calls will be deprecated by the beginning of May. Find all relevant information about this new API call here and if any support is needed, do not hesitate to contact your customer success manager or send an e-mail to support@hellocustomer.com.
Platform in extra languages
Did you already notice the platform is available now in more languages? We added Dutch, Portuguese, Italian, Spanish and German as extra platform languages! Change your language in your user profile.
Regarding our text analysis ISAAC, two new sub categories have been added to the framework that is applied to your employee surveys.
- The sub category ‘bonus’ has been added to add more depth to the main category ‘salary’.
- Description: Specific monetary incentives and rewards beyond base salaries.
- Example: “Happy with the extra bonuses we get at the end of every year”
- The subcategory ‘Stress & Pressure’ has been added to add more depth to the sub category ‘work load’.
- Description: Stress and work pressure your surveyed employee experiences.
- Example: "A lot of pressure at work resulting in a lot of stress"
3. Release 26/10/2023
From now on, you can find your very own ISAAC category groups in the export of the conversations as an extra column. They are also available now in our Snowflake connector. This makes it even easier to customize our ISAAC analysis in your own internal dashboards!
Please not that ISAAC category groups is a paid feature. In case you are interested in this feature, do not hesitate to contact your customer success manager or support.
4. Release 12/10/2023
A small but important update for you this time! It is now possible to add a single choice question! So if respondents are only allowed to answer with one option instead of multiple, indicate this in your multiple choice question.
You can change your current multiple choice questions to single choice questions. Go to touchpoint settings > Survey questions to manage this. Of course, if respondents indicated more than 1 option in the past, these answers will still be shown on the platform. From now on, however, the respondents will only be able to choose one answer.
When adding a new question, add a multiple choice question and indicate that only one answer is allowed by activating the single choice question option.
To make it clear to the respondents that they are only able to choose one option, the checkboxes in single choice questions are replaced by radio buttons.
5. Release 5/10/2023
It's been a while since our last release, so now we are thrilled to introduce the latest enhancements to our platform, designed to empower you with even more control and insights into your operations. Our recent updates include:
Dynamic Reporting
Say goodbye to static reports! With our new dynamic reporting feature, you can now tailor dashboards with the widgets you need and schedule them as a report for automated delivery to administrators and designated teams. This means you can have multiple reports per touchpoint, ensuring that everyone receives the most valuable information relevant to their roles, precisely when they need it.
However, do not worry, the existing reports are migrated:
- There will be a brand new dashboard for the touchpoints that used to have a static report with the same widgets that were included in the reports before.
- All administrators and teams for which at least one user used to receive a report, will automatically be added as report recipients. They will still receive a report at the same pace as before, for example, daily, weekly etc.
- However, people that used to receive a report, without being a user of our platform, the so-called followers will not receive reports anymore. These people can be added as a user to the teams for which they should receive a report.
Learn all about the new reports here.
Trend Alerts
Stay on top of critical trends with our trend alerts. Receive notifications when your response rate hits a specific target or falls below a designated threshold. Monitor your scores, whether they soar above a predefined goal or dip below a certain threshold. Additionally, you can now track sentiment around specific subjects (ISAAC categories) and receive alerts when positivity levels reach your desired benchmarks. Get to know every possibility here.
New API Endpoints
We've expanded our API offerings to provide you with more actionable data. Take advantage of these new endpoints:
- Email deliverability: retrieve a list of all emails that were not successfully delivered to your respondents.
- Unsubscribe tracking: get insights into people who have unsubscribed from your surveys.
- Metric summaries: access concise summaries of key metrics within your touchpoints. For instance, you can easily check your Net Promoter Score (NPS), along with the breakdown of detractors, neutrals, and promoters.
6. Release 20/6/2023
A ton of new updates came your way!
First of all, you can now see an evolution of your score and responses per touchpoint on the homepage. By default, numbers for the current month are compared to numbers for the previous month. This interval can be changed by administrators in the account settings by selecting the default date range. Options are:
- Current month vs previous month
- Current quarter vs previous quarter
- Current year vs previous year
Keep in mind that updating this preference will only be shown the day after.
There's also a new dashboard widget to follow up on the evolution of ISAAC category paths. Choose your category path and if you want to see the evolution on a weekly or monthly base and enjoy the insights!
The new alerts arrived! They make it easy to follow up on individual answers that meet certain criteria and you can keep an eye on technical stuff. The new alerts replace the old event center. Keep in mind that:
- From now on, only users can receive notifications via email when the alert is triggered. So if you still make use of followers, you need to add them to the platform as a user with access to conversations before they can receive notifications for survey answers.
- All existing events regarding scores are migrated and will still work. However, as noted above, only users that were added as recipients will still receive the notifications.
- Notifications are linked to teams instead of individual users. So every user part of the team will receive the notification.
- The ISAAC events, so that you got notified when someone talked about a certain topic, are NOT migrated, since we expanded possibilities there. Go find it out immediately!
All detailed information about the alerts can be found in this article.
Also, we're introducing our new API calls. Biggest changes are that we are expanding the capabilities of the API calls and you do not have to manually request a new token anymore if the previous one expired. This makes it way more user-friendly, but also more secure. The first API call that is available with this new system is add: answers. There are also 2 API calls provided that help you with that: one to get the questions of a touchpoint and one to follow up on the progress of your batch answer upload. More information can be found here.
Did you already see our updated summaries? In the key driver analysis, it's possible to make a summary of all mentions linked to a certain category path. We expanded these summaries so they consist of some general feedback about the category path, some positive & negative aspects with real examples of feedback and suggestions for improvements.
Please note that the summaries are part of the key driver analysis in the platform. If you can not see the key driver analysis, contact your customer success manager or support@hellocustomer.com to discuss the options.
Regarding our text analysis ISAAC, a new subcategory ‘Crowdedness’ has been created and made available to all environments. We have generated this subcategory to add more depth to the ‘Atmosphere’ subcategory. The new category falls in line with other already existing subcategories for ‘Atmosphere’ (e.g., Temperate, Sound, Brightness, etc.).
- Description: “The degree to which a physical space is perceived as crowded. Crowded means that there are (too) many people.”
- Example prediction: ‘Store – Atmosphere – Crowdedness’
Next, a specific improvement was made for the sector automotive. There are 4 new subcategories for the main category "Product". These subcategories have been created to provide a more clear and detailed distinction of the sub category ‘Car Parts’ as this was considered too broad:
- Chassis & Body parts
- Interior & Mechanical components
- Engine components
- Car accessories
7. Release 23/5/2023
It's been in the air for a while, but now it finally happened: the new conversations section is live in the platform!
All details can be found in this article, but these are the most important changes:
- You can now directly export the conversations in the browser. So you don't have to wait for an email anymore to be able to export your data. You'll notice that there are two files. You can link the two files by using the Unique ID that is provided in both files.
- Answers: this file consists of all personal information of the respondent, tags, summaries, status, all participant attributes, and all answers on the survey. This is very similar to the tab Answers in the old export files, but is a bit different:
- Column status is new, since we did not have one in the previous version.
- We used to have a column for each question in each language, while now the answers to the same question are combined in the same column for all languages.
- The order changed a bit, so if you have any internal reports built on this export file, you'll probably need to adapt a little bit.
- ISAAC: this file includes all ISAAC analysis for the selected answers.
- Answers: this file consists of all personal information of the respondent, tags, summaries, status, all participant attributes, and all answers on the survey. This is very similar to the tab Answers in the old export files, but is a bit different:
- It is not possible anymore to reply to and forward conversations directly from our platform. Therefore, we made it super easy to copy all the information you need to follow up with your customers from another tool.
- If you make use of automatic replies, which are still available on our platform, we recommend adding an e-mail address in the message where customers can contact you.
- Only answers from 1/1/2023 onwards can be managed (adding, deleting, and editing tags, summaries, and statuses). Tags and notes (summaries) that were added in the old version are transferred but cannot be adapted anymore.
- For now, the tags, status and summaries are not available in the Get Responses API call. We will update this API call soon, but for now, please note that this information is not included in the response body.
In the text analysis, the new category path ‘Billing>Layout’ has been created. ISAAC will now categorize all comments about the layout and structure of your invoices as ‘Billing>Layout’.
8. Release 11/5/2023
Some small improvements are released in this version
- From now on, if you add a team picker question to your Ask anywhere touchpoint, the options are shown alphabetically in the survey, regardless of how you added them in the setup.
- We also did some updates on our ISAAC text analysis:
The subcategory Online tools will be replaced by Mobile application in any touchpoint with a primary focus on the company's mobile app to help streamline the category paths.
Note that from now on, all new answers will already receive this new categorization. The historical data (until one year ago) will be updated gradually by the end of summer.
Example:
- Digital > Online Tools > Functionality will become Digital > Mobile Application > Functionality. This is the case for all category paths starting with Digital > Online Tools.
- Digital > Online Tools > Mobile Application > Functionality will become Digital > Mobile Application > Functionality. This is the case for all category paths starting with Digital > Online Tools > Mobile Application.
- In the sector Financial Services, the new subcategory Restitution has been created. ISAAC will now pick up comments about items being returned after a certain rental or leasing period and categorize them in Product > Restitution.
9. Release 17/4/2023
A small update was done on the side panel in the key driver analysis. From now on, you can also see the sentiment spread for that category path. This gives you even more information, since the average sentiment of two category paths can be the same, while the distribution between the several sentiments can be totally different.
10. Release 28/3/2023
We released a brand new feature to group ISAAC category paths. Using this feature, you can customize our text analysis by linking several paths to one KPI, grouping several paths that internally mean the same, and so on. The groups you create will be displayed in various areas of the platform, including dashboards, analysis, key driver analysis, and team ranking.
This article will teach you everything you need to know about it.
PAID MODULE Please note that grouping of ISAAC category paths is a paid module. In case you want to know more about this, contact your customer success manager or email to support@hellocustomer.com.
- When sending an automatic answer (aka autoresponder) to your respondents, make sure to include an email address to which they can send extra questions or feedback. It will not work if they try to answer this automatic reply directly from their email client.
In addition, there are also some improvements in our AI text analysis, aka ISAAC:
- New subcategory in the sector automotive: replacement car
- This will appear in the platform as follows: Product > Replacement car > ..., for example: Product > Replacement car > Color
- Examples of text strings that will appear in this category: "vervangwagen", "vervangauto", "voiture/véhicule de remplacement", "replacement car" etc.
- Description of the category: A temporary vehicle offered by a garage while your car is being repaired.
- In sectors insurance, health insurance and bank, there is a new subcategory Group insurance
- This will appear in the platform as follows: Product > Insurances > Group insurance
- Description of the category: An insurance that covers a defined group of people, such as employees of a company typically against illness or death.
- For sector education there is a new category path Product > Cards
- This will contain all mentions regarding people's membership cards
11. Release 14/3/2023
Do you also have several touchpoints which are actually covering the same topic? Do you want to analyze them together to see which actions you need to take first? Let me introduce the cross-touchpoint key driver analysis. From now on, it is possible to add several touchpoints to your key driver analysis!
Some things to keep in mind:
- Touchpoints can only be combined in the key driver analysis when they have the same metric question(s)
- The touchpoint you selected in the left navigation menu determines the date range on top of the page. So if you add a touchpoint to the KDA with an earlier start date, it will not be possible to select the time between both starting dates of the touchpoints. In case you want to select all data from both touchpoints, you need to start from the other touchpoint.
- The most strict permissions will be applied for users when selecting several touchpoints. For example: when a user has no access to metadata for one of the selected touchpoints, the filters will not be shown.
In case you can't find the key driver analysis in your platform, do not hesitate to contact your customer success manager or support@hellocustomer.com for more information.
12. Release 15/2/2023
Again, some nice improvements came your way!
- The revamped team ranking got even more actionable! You know can now open the side panel when clicking on the numbers linked to the sentiment spread or a category path of a team. Of course this side panel will only show you the info of the relevant team!
- Did you already notice that you can give regular users access to the Key Driver Analysis? From now on, they can see for themselves on what they need to focus on first. If the KDA is not available in your tenant, contact your customer success manager to discuss the options.
- The look and feel of our surveys can be personalized to your own company. From now on, you can even take it a step further with the introduction of custom CSS. With this feature, you can take it to a whole other level. Please keep in mind that this feature is not available for everyone. Share your interest with your customer success manager or send an email to support@hellocustomer.com.