Opinyin Surveys
Not governed by Freshworks Freddy AIAs a reminder, the way in which a given App within the Freshworks Marketplace processes, transmits, uses, and retains data (including in the context of artificial intelligence (AI) related features) is defined by the license terms offered by the relevant third-party licensor of that App.
Opinyin integrates with Freshchat to add web-based multi-question NPS, CES or CSAT surveys at chat resolution, with AI feedback analysis.
Published by Opinyin(about over 1 year ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Opinyin is the solution to seamlessly integrate a web-based multi-question NPS, CES, or CSAT survey within Freshchat and analyze customer feedback using AI, saving you time and effort.
Key Features of this app include:
- Integration into Freshchat to add web-based multi-question NPS, CES, or CSAT survey at chat resolution
- Patented AI that reads all customer feedback, automatically highlighting pain and pleasure points
- Comparative Linguistic Analysis Scores™ to quickly understand how customers feel
- Real-time dashboard in Freshdesk to track scores and trends, with a complete list of chat-linked responses and AI-driven topic explorer
- Unlimited branded web-based surveys with industry-standard satisfaction measurement questions
- Full access to a dedicated admin portal for custom survey creation at a competitive price
Advantages of using this app are:
- Save time and effort by seamlessly integrating surveys into Freshchat
- Gain deeper insights into customer feedback through AI analysis
- Track customer satisfaction scores and trends in real-time
With Opinyin, you can effortlessly integrate surveys into Freshchat, gain valuable insights from AI-driven analysis, and track customer satisfaction in real-time.
Full access to a dedicated admin portal provides custom survey creation and account management at a very reasonable monthly or annual subscription price.
INSTALL THE OPINYIN APP NOW AND TRY IT FREE FOR 21 DAYS
NPS is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
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Please carefully review the instructions as you need to configure the App for both Freshdesk and Opinyin.
Step 1 – Opinyin Account Creation:
1. Go to www.opinyin.com/register to register for your Opinyin Account. There is a free 21-day trial, and you will not be asked for card details until you choose to continue using Opinyin.
2. You will get an email asking you to verify your email address. Check your spam folder if it does not arrive.
3. Verify your email address and log in.
4. The Opinyin portal will guide you in creating your first survey where you will be able to set up a single or multi-question survey using industry-standard NPS®, CES, and CSAT templates.
5. On the Opinyin menu sidebar, click Settings > Integrations in the Opinyin menu sidebar and make a note of your API key. You will need it for the Freshdesk Configuration.
Step 2 – Freshchat Configuration
Pre-requisites:
1. Your Opinyin API key (Opinyin Account > Settings > Integrations > Freshdesk > API Key).
2. At least one Opinyin Survey must be created in the Opinyin Survey Admin Portal.
3. Your Freshchat subdomain name. This is the first part of your Freshdesk web address - the 'yourcompany' in yourcompany.freshdesk.com.
4. Your Freshchat API key (Freshchat > Settings > Admin Settings > API Settings > Chat - API Authentication > Account API Key).
Install the Opinyin Surveys App:
1. Click install, and the admin page is displayed.
2. Enter your Freshdesk domain, Freshdesk API key, and your Opinyin API key and click Continue.
3. Click the New Configuration button to add a survey configuration.
4. Select the target Freshchat Group. Survey invites will only be presented on chat resolution if the chat is assigned to this group.
5. Select a Survey.
6. Enter the message you want to give customers when you invite them to respond to the survey.
7. Enter the text you want to use on the Call to Action button the customer clicks to open the survey.
8. Choose if you wish to have agents excluded from presenting survey invites.
9. Tick the box if you wish chats resolved by the System or a Bot excluded from Survey Invites.
10. Tick the box to enable the survey if you wish it to start sending invites.
12. Repeat steps 3 - 10 if you wish to configure additional surveys for other groups.
11. Click the Install button.
Data Management and Storage
Does your app use AI or GenAI features?
Yes
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
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Version History
This is the first version. Release notes not yet available.