What does business ruling entail?

Business ruling are rules you set up to make sure the feedback process is as smooth as possible. You want to avoid annoying your customers with too-frequent requests for feedback. That will lower your conversion rate and the number of responses you get, which will in turn affect the reliability of your data.

Wat houdt business ruling in?

For example, you can set up the following rules:

Automatic submission triggers

Specify after what trigger the survey should be sent out, e.g. after placing an online order.

Invitation frequency

Specify the maximum number of times a customer may receive a survey from you during a given period.

Survey completion frequency

Specify how often a customer may complete the survey.

Expiration date

Specify how long the survey URL should remain valid.


Only send out the survey on working days and a maximum number of hours, days or weeks after the initial trigger.


Insocial will automatically deduplicate any email addresses or telephone numbers that are included in the database more than once.

Send alerts to the right person

Send feedback from a customer to the right call center agent, account manager or sales employee.

Cross-channel customer identification

If a customer asks the same question via two channels within a short period of time, only a single survey will be sent out.

Je surveys triggeren vanuit andere systemen? Geen probleem!

Do you want to trigger your surveys from different systems? Not a problem!

Ultimately, you want the entire feedback process to be automated. To fully automate this process, you need connections between different systems. You can connect Insocial with your:

  • CRM systeem
  • Front office solution
  • Email provider
  • Text message provider
  • Webcare software
  • Chatbot provider

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You have reached “Business ruling.”The next step is to analyze your data!

Whitepaper: Twenty questions for your customers

After reading this whitepaper, you will know exactly what questions to ask your customers in order to map out your customer experience and acquire the insights you need!

Brand Experience is de kern van jouw klantbeleving

Twenty questions for your customers

Example questions to gain insight into your customer experience

Download the whitepaper

Also want to optimize the feedback process for your organization?

Engage with our CX experts and find out which questions, surveys, rules and links work best for your goals.

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