We are delighted to announce the launch of new, flexible APIs that create even more opportunities for gathering feedback efficiently and generating insight from customer feedback.

What is an API?

APIs allow different software programs to connect to each other, enabling the exchange of information (such as survey or customer data) or requests for action (such as triggering a survey). Think of an API like two bits of Lego - if the body of the bricks are individual pieces of software, then the API is the equivalent of the studs and slots that allow them to connect to each other and create structures that are infinitely more exciting than a block of coloured plastic.

What can ServiceTick APIs do?

Our APIs offer a host of new ways to manage and interrogate customer feedback. For example you can:

• Trigger surveys off the back of your own transactions - you could start an outbound IVR, SMS or email survey when a new customer is created in SalesForce (or other CRM systems)
• Create responses outside of the traditional survey format - whether from links in an email, buttons on a simple web page displayed in a retail kiosk or buttons on your existing website
• Export response data - you could automatically store an individual survey response in your CRM; so the next time the customer calls your agent will know whether their last experience with the company was good, bad or ugly
• Import additional data into the ServiceTick console - you can enrich survey data with additional layers of information. For example, you could overlay ServiceTick data with a segmentation model of your customer base; or you could integrate data from a 'relationship survey' with your 'transactional' feedback, giving you a richer and deeper view of customer.

In the coming weeks we will be publishing ‘how to’ blog posts that highlight the value you can unlock by using our APIs. In the meantime if you have any questions and if you want to find out more about our integration options (or about any one of the 750 ways we can help you make more of ServiceTick) please call your usual ServiceTick contact or me on 01603 618326. I look forward to hearing from you.

Paul

Paul Middlege