Feature Comparison - SMS Survey and Customer Insight

This article outlines a Feature Comparison between SMS Survey (for which End of Life has been announced) and Puzzel's newest feedback collection tool Customer Insight. 

Feature

SMS Survey

Customer Insight

Management overview

LIMITED 

YES 

Status overview

LIMITED 

YES 

Enable / Disable

YES 

YES 

Survey clone

NO 

YES 

Survey archive

NO 

YES 

Start/Welcome message

YES 

YES 

Completion/Thank you message

YES 

YES 

Conditional / follow up messages

YES 

YES 

Type NPS

LIMITED 

YES 1

Type CSAT

NO 

YES 2

Type CES

NO 

YES 3

Type PMF

NO 

YES 4

Type Custom

NO 

YES 5

User defined scales

NO 

YES 

User defined ratings

NO 

YES 

Survey session expiry

YES

YES 

Unavailable message

NO 

YES 

Quarantine/Max surveys per contact 

YES 

YES 

Notice by Email

YES 

NO

Notice by URL

YES 

NO

Deny list/Blacklist

YES 

YES

Result - categorised overview

NO 

YES 

Result - surveys sent count

NO 

YES 

Result - response count

NO 

YES 

Result - response rate

NO 

YES 

Results - filter by score

YES 

YES 

Results - filter by queue

YES 

LIMITED 6

Results - filter by agent

YES 

LIMITED 7

Results - filter by contact

LIMITED 

YES 

Result - Charts

LIMITED 

YES 

Result - scores table

YES

YES 

Result - trends

NO 

YES 

Result - comments/feedback overview

LIMITED 

YES 

Result - feedback / comment search

NO 

YES 

Result - drilldown

NO 

YES 

Result - metadata

LIMITED 

YES 

Result - detailed view

LIMITED 

YES 

Result - raw data

YES 

YES 

Result - archive view

YES 

YES 

Result - api access

LIMITED 

YES 

GDPR tools

NO 

YES 

Anonymise PII

NO 

YES 

Send survey by SMS link

YES 

YES 

Send Survey via 2-way sms

YES 

YES 

Send survey via Email link

NO 

YES 

Send survey via embedded Email

NO 

YES 

Support for mergefields

NO 

YES 

Manual push/Broadcast

YES 

NO9

Additional Notes

1&2: The Legacy SMS and Chat Survey functionality offered an arbitrary scale of 1-10 which could be used for the purpose of sending out NPS and CSAT surveys, however, Customer Insight comparatively has advanced and tailored survey templates. For more information, please see the relevant user guide here.

3,4,5: Please note that, if subject to migration from the SMS Survey product, these will not be available for your Customer Insight configuration. 

6&7: Result filtering by queue or agent is not supported in Customer Insight. For customers that have Performance Management, however, it is possible to visualise aggregated scores when KPIs are configured per queue and assigned to agents. Standard statistics reports allow for sorting results based on agent column and export.

 

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