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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. Planned: Release week of 02/06/2025
This release includes a range of new features that we hope you’ll find both interesting and useful!
Google review touchpoint
This is a brand new type of touchpoint which will allow you to integrate your Google reviews in the Hello Customer platform. You can find all you need to know here.
In the near future, it will be possible to reply to the reviews directly from our platform, so stay tuned!
Reply to conversations
You can once again reply to conversations from our platform! The option to set up auto-responders has been backed up with this returning feature.
Ask ISAAC
This acclaimed feature is already here!
Ask ISAAC is an intelligent analytics agent which dives deep into your data and gives you clear, actionable answers to your most pressing questions. You can get all the insights on the Ask ISAAC article.
Reports and report mails
- Reports emails now support the Feedback widget.
- Also, the URL from the report email leads directly to the dashboard filtered for the team (if general dashboard filter is enabled)
- An updated version o the configuring page of reports has been implemented.
You can check all these changes here.
New API calls
Two new API calls have been added and can be used.
- Get Delivered - Retrieve a list of all participants who received a survey on a given period of time
- Get Quarantined participant - Check whether a participant is quarantined
You can check the detailed information on our API article.
2. Release 13/05/2025
We’ve made several powerful updates to our alert and report emails. Here’s what’s new:
Customizable Email Subjects
You can now fully customize the subject lines of alert and report emails. Tailor the subject to each user’s language to ensure clarity and relevance for every recipient.
Add dynamic fields and free text to personalize subjects
Improve open rates by making subject lines more descriptive and user-specific
Multilingual Support Expanded
Previously, our emails were only sent in English and French, even for users whose language was set to Dutch, German, Italian, Spanish, or Portuguese.
Now, emails will be sent in all supported user languages across the platform, ensuring a consistent and localized experience for everyone.
Dashboard Widgets in Report Emails
Make your report emails more actionable: you can now include selected dashboard widgets directly in the email body. Supported widgets:
- Metric scores (NPS, CSAT, CES)
- Top positive and negative categories
⚠️ The first three supported widgets from your dashboard will be included if you enable this functionality. Report content is always scoped to the recipient’s team permissions, so users only see data they’re authorized to access.
Try out these improvements and deliver clearer, more impactful emails to your users!
3. Release 04/03/2025
We’re rolling out some powerful new features to make your workflow smoother and your insights even more actionable. From multi-touchpoint dashboards to enhanced survey validity settings and improved alert emails, these updates are designed to give you more control and flexibility. Let’s dive in!
Dashboards for Multiple Touchpoints
You can now set up dashboards that display data from multiple touchpoints! This feature is useful in several scenarios:
Compare multiple touchpoints in one dashboard:
For example, if you want to analyze a customer journey, you can add widgets for different touchpoints and compare their scores side by side.
Combine data from various sources:
If you’re using an "Ask Anywhere" touchpoint to upload historical data and collecting new responses through an email touchpoint, you can now consolidate this information into a single dashboard.
Learn how to create a dashboard for multiple touchpoints here.
Survey Validity Setting
With the new survey validity feature, you can define how long participants have to complete a survey after receiving the e-mail invitation. The validity period can be set between 1 day and 6 months.
During the validity period:
- Participants can start filling out the survey.
If they don’t complete it in one go, they can reopen it and continue at a later time.
Please note that if partial answers are shown in the platform, the date on which the answers are shown might be adjusted if a participant continues the survey on a later date, since the full survey will always be shown on the latest answer date.
- Additionally, if the score adjustment feature is enabled, participants who have already submitted their responses can still update their answers within the validity period. If this feature is disabled, submitted responses remain final.
Teams in Alert Emails
From now on, new survey answers alert emails will include team-specific details. You'll immediately see:
- Which teams triggered the alert.
- The number of responses per team.
- A direct link to conversations, pre-filtered for that team, when you click on view answers in the alert e-mail.
4. Release 28/01/2025
Did you feel like January lasted for ages? Don't worry, it gave us the opportunity to improve and strengthen the Hello Customer platform! As they say, good things come for those who wait. And since you waited patiently, new updates were released today!
Deleting touchpoints (with data)
New year, new resolutions. And with that, we are releasing a new functionality to get rid of those touchpoints you don't need anymore (only available for admin users). Tidy up the platform by removing all the touchpoints out of use. You can learn more about this functionality on this article.
Improved feedback on answer upload on the platform
We all make mistakes, but constructive criticism can be a great way of improving. That's why clearer error messages were added when an error occurs during the upload process of answers to the platform. Sure it will help you find the needle on the haystack that is a .csv file. You can find more information on the new messages here.
Improved messages on participant upload on the platform
Forgot something? A mandatory metadata key is not on your csv file. But which one? With the new error message appearing on the participant upload section, you will know exactly which one and correct it in no time. More information on the following article.
AA touchpoints with improved quarantine periods
We love feedback, but sometimes people need time to reflect on what they're sharing. With our improved quarantine periods for AA touchpoints, you can prevent multiple consecutive responses coming from the same device. After the quarantine period finishes, the participant will be granted access again to the survey. More on this here.
Improved Repartition visualization on the Analysis section
You don't know which data belongs to which filter? No worries, with the Analysis section's repartition score update, now the numbers on top of each bar will be the same as the color of the filter, improving interpretation of the data displayed.
5. Release 19/11/2024
Want to track how many customers still need to be contacted? We’ve got you covered! Introducing the new Status Widget—a handy addition to your dashboard that keeps you informed at a glance.
With this widget, you can instantly see how much work is still waiting for you, helping you stay on top of your tasks effortlessly. Add the widget to your dashboard today and stay in control!
Learn more about all the widgets you can add to your dashboards in this article.
6. Release 23/10/2024
Do you have a lot of questions in your survey? Does the analysis section overwhelm you and prevent you from finding the answers you’re looking for? That time has passed!
You can now rename the tabs in analysis. Configure a name for a specific tab in each user language, making sure all users will immediately see what information is shown in which tab.
On top of that, we added a dropdown list to easily browse and navigate to the different results.
7. Release 08/10/2024
Exciting new updates were released today!
Display names for metadata keys in all user languages
Make it clear to all users which keys contain which data by adding display names for metadata keys.
If you add display names to your metadata keys, these names will be used in all filters throughout the platform, for example in analysis, conversations etc., instead of the original metadata key name.
Since you can add a display name in all available user languages, the used name will be adjusted to the platform language defined by the user. For more details, consult this article.
Threshold to show results
If you want to make sure the anonymity and relevance of the results are guaranteed without losing the option to filter your data, we have the solution for you: activate the threshold! When this option is activated, no metadata on an individual level is shown, and results are only displayed if more than 5 answers are available.
This is not configurable in the platform itself, so talk about it to your customer success manager or send an e-mail to support@hellocustomer.com if you want to activate this in your environment! To see the detailed impact on the platform, read this article.
8. Release 12/09/2024
We are happy to announce some new features that will help you to get the most out of the Hello Customer platform!
Date picker
From now on, you can choose whether you use the answer date (default) or the interaction date as date displayed in the date picker.
- If you use the answer date, the date picker is based on the date the participants filled out the survey.
- In case you use the interaction date, the date picker is based on the date the participants had an interaction with your company.
To know how to configure this, read this article.
Evolution on the homepage
The evolution of the amount of responses and you main metric on the homepage became more customizable. Define your base period and comparison period in the account settings to adjust the evolution to your needs. Learn about all options here.
Conversation status rules
We made it easier than ever to filter out participants who need attention after they filled out the survey. Do you only want to contact people with an NPS lower than 7? Or do you ask a question to make sure they want to be contacted after survey completion? We got your back!
With conversation status rules, you can automatically assign the statuses "In progress" and "Done" to conversations based on answers they gave in the survey. More details can be found here.
9. Release 27/08/2024
From now on, you can export your dashboard widgets as images! Try it out yourself by clicking the export icon in the upper right corner of the widget. A PNG image will immediately start downloading.
10. Release 02/07/2024
Filter on answers of questions
Analyze your results by filtering out people who gave a certain answer on a survey question.
- Get a list of all people who answered yes on 'Do you want to be contacted after this survey?' in conversations to assure an easy follow-up.
- Filter in analysis on everyone who ticked the 'home insurance' box when asked which insurances they have, to immediately see what their NPS is.
- Add widgets to your dashboard with a filter on everyone who gave a 5 on the 1-5 score question to ask how happy they were regarding the friendliness of the personnel.
Read everything about it in this article.
Extra API calls
Did you make any mistakes in metadata values while uploading participants? Or did you forget to add some values? No worries, we have your back! You can now use an API call to add or update metadata values for one or more surveys. Learn how to do it in this article.
Furthermore, it can happen that some answers within your touchpoint are not valuable, for example because it concerns test data. From now on, you can use our API call to remove answers to get rid of these answers. Learn more about it here.
Survey close date for Ask anywhere touchpoints
From now on, you can add a survey close date in your ask anywhere URL to define the date until which the participant is allowed to fill out the survey. With this feature, you can control how long after the participant interacted with your company, they can share their feedback.
Unique participants within Ask anywhere touchpoints
Did you ever worry about the same person giving feedback multiple times after their interaction with your company? From now on, you can add a unique ID to make sure the same person can only fill out the survey once after the same interaction. After they submitted the survey once, the participant will receive a message that they already filled out the survey.
Small improvements
We added a moving average in the evolution widgets for 1-5 and 0-10 score questions. A moving average shows you the average of all answers until a certain date. This type of average is less sensitive to fluctuations because, for example, there are very few answers in a certain period.
Follow up the status of the Hello Customer platform on the status page that is directly available form the platform!
