Question 1

Send a survey to a customer when they abandon their cart.

Accepted Answer

The abandoned cart trigger will send an email survey to a customer if they abandon their cart and don't complete a purchase on your store.

These surveys are sent once every 24 hours to any customers who havn't completed the checkout process.

Sending a survey to customer who abandon purchases can give you valuable insights into your customer experience and discover ways to improve your store.

You can also use it as an opportunity to try and recover a sale - why not include a coupon incentive on your thank you page to incentivise users to complete your survey?

How to enable the abandoned cart trigger

When viewing an email survey, go to the Triggers section and turn on the Abandoned Cart trigger.

Question 2

Send a survey to a sucsomer when they complete their order.

Accepted Answer

UserLoop can automatically send a survey to a customer after they've completed an order on your store.

Enable the post-purchase Trigger

When viewing your email survey, head to the Triggers section and enable the After a customer completes their order trigger.

This will then send this survey to a customer after they complete an order on your store.

Delay Sending

You can control how long after a customer makes a purchase a survey is sent to them. This option is controlled in the Delay Sending option.

For ecommerce stores, surveys are most effective when they are sent after the customer has received their order. We therefore recommend usually setting the delay to 7 days.

This means the customer is sent the survey 7 days after making their order.

If you are using Shopify POS or selling digital products, you may wish to set the delay to be shorter, or even to send your survey immediately.

Question 3

Redirect happy customers to a reviews site to collect reviews.

Accepted Answer

Review Site Redirects

|| This feature is only available on CSAT email surveys

UserLoop can intelligently send happy customers to your favourite reviews site to leave a review.

You can set that up under the Redirects section on the Appearance tab.

Customers who respond to your email survey by clicking on the Great reaction will be sent to the review sites you add to this section.

If you add multiple review sites, UserLoop will intelligently split traffic between them.

Adding a Review Site

You can add links to different review sites such as Trustpilot, Google Reviews and Facebook.

Any customer who rates you as 'Great' will be sent to the review pages you set here.

The link you add here should be a public review page where the user can easily leave you a 5 star review.

For example, this is the Truspilot review url for MyProtein…

https://uk.trustpilot.com/evaluate/myprotein.com If you would like any help setting up this feature, please reach out to us and we will be more than happy to help!

Question 4

Survey 'From' Email Address

Accepted Answer

Survey Email Address

By default, your surveys will be sent from your store name @shop-survey.com.

When your customers recieve a survey, this is how it looks in Gmail.

Your store name is the 'From' name, and the email address is storename@shop-survey.com

Custom email addresses

For customers on a premium plan, you can configure to send emails from your own domain name. Please get in touch if you would like some help on setting this up.

Question 5

Checkout Survey Overview

Accepted Answer

UserLoop can automatically embed a survey in your store's order confirmation page.

The survey is automatically installed right on your Shopify order confirmation page, which appears once a customer has completed their order.

Here's an example of what a survey looks like on a mobile device…

These surveys help you understand your customers, and collect valuable attribution data.

Checkout Survey Settings

To change your checkout survey settings, head to the Checkout Surveys option in the left menu.

To enable your Checkout Surveys on your Shopify store, all you need to do is turn on the 'Enabled' toggle.

UserLoop will then automatically install the survey onto your Shopify Order Confirmation page.

To view a preview of what the survey looks like on your page, press the blue preview button.

||| Your Shopify store must have at least one completed order in order to preview your checkout survey. Complete at least one test order in your store and you will be able to preview the survey.

Changing Survey Position (Shopify Plus Only)

If you would like to customize where the checkout survey appears on your order confirmation page, add the following div where you would like it to appear.

To do this, you will need to have a Shopify Plus store and edit your orde

Question 6

Limit how many surveys a customer is sent by email.

Accepted Answer

Prevent sending your customer too many email surveys if they make multiple orders within a short timeframe.

The default setting is 7 days. This means UserLoop will only ever email your customers once every 7 days, even if they make multiple purchases.

You can change this setting to a different value, or even turn it off completely by selecting 'No throttling' this will then mean a UserLoop survey is always sent to the customer, even if they make multiple orders.

| If you send an email survey to all your customers using the 'Send to all customers' option, your email throttle settings will be respected. If a customer has already received an email within your selected timeframe, they will not be sent another.

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