The document summarizes new features and enhancements to SoGoSurvey's experience management tools in 2020, including: 1) SoGoEX allows organizations to automate data collection and gain insights from employee surveys and feedback. SoGoConnect allows teams to collect feedback from various sources and route it to the appropriate people for timely response. 2) SoGoCX enhances customer experience tracking through touchpoint analysis, custom metrics, key driver analysis, and expanded reporting capabilities. 3) Distribution and participation tools were improved with automated survey distribution, recurring surveys, offline participation options, and enhanced workflow features.

1. The Best of 2020:
SoGoSurvey Edition
“Harder, faster, better, stronger.”
– Daft Punk

2. So much happened in 2020 –
but if you missed these SoGoSurvey updates,
now’s the time to catch up!

3. Building the Experience
Management Toolbox

4. SoGoEX
• SoGoEX makes it easier for
organizations to automate data
collection with a systematic
approach.
• From an employee directory to fully
developed employee pulse check
and employee engagement
questions, our EX solution delivers
timely results to a powerful
dashboard that lets you drill down
on key groups and trends to
understand what’s happening
within your organization — and
make plans to improve.

5. SoGoConnect
• Call it case management, ticketing,
or whatever you want:
SoGoConnect allows you to collect
feedback from surveys, from your
website, or from just about
anywhere — and then route it to the
right people on your team to
provide a timely response.
• Within this secure environment,
permission-based access allows
teams to collaborate and for
administrators to track workload,
timeliness of responses, and
customer satisfaction.
• A key part of both customer and
employee experience
strategies,SoGoConnect allows you
to close each loop and ensure
nothing falls through the cracks.

6. SoGoCX: Enhanced
Customer Experience

7. Touchpoints
• SoGoCX offers the ability to
associate specific questionnaires
with key customer
touchpoints along the customer
journey to ensure the right
questions are asked at each stage.
• Track trends in key metrics — NPS,
CSAT, CES, etc. — to see which
points are boosting your customers’
overall experience and which need
to be reevaluated.
• Compare touchpoints across the
dashboard for more valuable
insights over time and customer
segments.

8. Custom Metrics
• As valuable as the most common
key metrics can be, there's more to
CX than Net Promoter Score,
Customer Satisfaction Score, and
Customer Effort Score.
• Designate your most critical
questions as Custom Metrics and
tracked across the dashboard like
the rest of the key metrics.
• To make the most of this option,
consider (1) what you're most proud
of, (2) how you want your customers
to judge you, and (3) what matters
most in your industry.
• Once you've chosen the measure
and set the scale, a Custom Metric
will be accessible in other projects
as well to enable you to track how
well you're doing across
touchpoints.

9. Key Driver Analysis
• Diving deep into the reasons behind
metric ratings has always been part
of SoGoCX, and we've expanded the
capabilities of key driver analysis.
• In addition to the expanded
flexibility of the Key Driver Analysis
Report, KDA is also now part of the
CX dashboard.
• Based on the touchpoints and
metrics selected, a quick analysis
delivers insights into the areas that
offer the greatest opportunities for
improvement.
• Deepen your insights by adding
other rating questions to the
analysis, even if they weren't
initially set up as Key Driver
questions.

10. Reports: Drilling Down
Deeper

11. Omni Report expansion
• The Omni Report now packs an even
more powerful punch with its
continually updated arsenal.
• Interested in analyzing the overall
weighted score? An easy-to-use
widget allows you to customize your
preferences and incorporate into
the full report.
• You can now also incorporate
a cross tab report into your Omni
dashboard, delivering dynamic
insights and analysis — including
colorful conditional formatting with
heat map clarity — to your team
members in real time.
• Want to really impress your team?
Customize color palettes for charts
and graphs to present meaningful
results that look great, too.

12. Text Analysis Report
• Beyond verbatim responses and word
clouds, we’ve taken analysis of open-
ended response to the next level with
the Text Analysis Report.
• A complement to quantitative
analysis, this qualitative analysis
utilizes natural language processing
(NLP) to deliver both sentiment
analysis and thematic analysis.
• As with all reports, filter and refine
selections to drill down on key groups.
Consider adding a specially trained
analytical model based on the most
common topics and trends of your
industry.
• Expanding your audience? Consider
multilingual text analysis, too.

13. Distribution: Delivering
Better Workflows

14. Automated distribution
• In keeping with the focus on ongoing
experience management,
our automated survey distribution
options make it easy to reach out to
customers or employees at key
touchpoints to better understand their
experience.
• With this systematic approach, it’s
easier to cover all of your bases and
keep data coming in at all times.
• Set the rules for when and how
invitations and reminders should go
out, then sit back and let the
automation work for you!

15. Recurring surveys
• Running a weekly employee pulse
survey or need to send a daily health
check? Build your survey, build your
contact list, and then set up recurring
survey delivery!
• Automation is the name of the game
— why spend time doing something
manually when you don’t have to?
• Include mail merge, pre-population,
and anything else you need to
encourage participation and make the
most of your reports, and you’ll soon
be tracking important metrics over
time and collecting valuable feedback
— automatically.

16. API enhancements
• Beyond native integrations like
Salesforce and partner integrations
like Zapier, API verbs allow for our
SoGoSurvey platform to connect with
your most critical tools to streamline
workflows and, well, to make your life
easier.
• We’re continually expanding in this
area, and the list of SoGoSurvey API
verbs just keeps getting longer and
longer — allowing you to be more and
more productive.

17. Participation: Bring It On

18. Enhanced Participation
• The participant experience is a key
focus of our development process,
and Enhanced Participation really
delivers.
• On the development side, this
update allows greater scalability.
• On the participant side, it’s all about
performance: truly instant alert
messages, more responsive
scales, focus mode, search
functionality in long Drop Down
questions, greater accessibility, and
plenty of speed.

19. Offline participation
• Our clients collect data around the
world, no matter the available
connectivity. To improve feedback
collection at any time or place, we
offer offline participation options.
• Participant experience is
paramount, so making it as easy as
possible for them to provide
feedback when and where it’s
convenient is a top priority.
• Upload results, run reports, and
bring all the data together — a more
representative sample delivers
more representative results.

20. Project workflow enhancements
• In addition to turning responses into
tickets for follow-up in
SoGoConnect, our enhanced Rules
& Alerts options now offer even
greater control of the post-
submission workflow.
• Set advanced multi-part conditions
to determine which responses
should trigger which alerts, or even
choose to send activity digests
rather than a flood of separate
messages.
• Use piping in alerts to highlight
critical details and link recipients to
your selected reports to deliver the
full picture and inform follow-up
action.

21. Check out what’s new in your account!
Log in or join a What’s new? session!

22. Want more?
Like, Share, and Follow:
https://www.sogosurvey.com/blog/the-best-of-
2020-sogosurvey-edition/

23. Connect: support1@sogosurvey.com

24. Thank You!
www.sogosurvey.com