Customer.io Integration

Introduction

Our Customer.io integration lets you achieve two powerful goals:

  1. Send Refiner surveys through Customer.io
  2. Sync survey data to your Customer.io account

You can use both options independently. On this page, we’ll cover each option in detail and show you how to set everything up.

Send email surveys with Customer.io

How it works

If you are looking for a tool to send user feedback surveys (e.g. NPS, CSAT, missed trial survey, …) with Customer.io, we’ve got the right solution for you.

Our integration with Customer.io makes it easy to embed surveys in your Customer.io email campaigns.

When creating an email survey in Refiner, you can generate an HTML Embed Code. This code can then be embedded in emails that you are sending with Customer.io campaign.

In other words: Refiner does not send emails on your behalf. Instead, you’ll deliver them with the same emailing tool you are already using.

The advantages are numerous:

  • You can use your existing Customer.io email templates
  • The first question is embedded directly in your emails as shown below
  • All emails are sent from one tool, making it easy to keep an eye on what emails a contact received
  • You can use Customer.io trigger logic to define when exactly a survey is sent
  • Survey respondents are automatically identified in Refiner with their email address
Preview of a “Missed Trial” email survey sent with Customer.io

Unlike other survey solutions, Refiner collects data right from the first click of the user which will ensure high response rates.

The first question of your survey will appear right inside your email. When a recipient clicks on the a response option, they’ll land on a dedicated survey page where they can answer additional questions.

Get your Survey Embed Code

When building your survey with Refiner, navigate to the “Embed Code” tab and choose Customer.io from the list of supported providers.

Selecting Customer.io from the provider list will ensure that the embed code contains Personalization Tags to correctly identify your users by their email address.

The “Embed Code” tab of the Refiner survey editor

You might choose to customize the colors of your survey so that it fits nicely with your email template in Customer.io.

Finally, click on “Copy HTML code” to copy the embed code into your clipbloard.

Embed survey in Customer.io email

Create a new email campaign in Customer.io or navigate to an existing one. In the “Workflow” view, choose the email which should include your survey or create a new one.

Edit the content of your email and switch the editor to “HTML”. Then, paste the HTML at the position where you want to include the survey.

HTML mode of the Customer.io email editor

After pasting the survey embed code, you can disable the HTML mode and switch back to normal editing mode.

Click on “Layout & Preview” to preview your survey. If everything looks good, you are done with the setup.

Preview of “Missed Trial” trial survey in Customer.io

Sync survey data to Customer.io

We also provides a seamless data integration with Customer.io. Our data integration allows you to track survey interactions (saw, dismissed and completed survey), as well as adding survey response data as traits to contact profiles.

Use survey data in Customer.io

Many customers of Refiner are launching microsurveys not only within their SaaS apps, but also leverage other distribution channels, such as sending surveys by email.

Having all survey interaction information and survey responses in your Customer.io accounts opens up a ton of powerful use-cases.

Two popular use-cases would be

  • Create a segment using “saw survey” and “did not complete survey” to send emails to all users that did not complete a survey.
  • Use survey response data to segment your users and send personalized nurturing campaigns. For example to send personalized NPS follow-up emails.

Push survey data to your Customer.io account

Setting up data synchronization from Refiner to Customer.io is simple. To get started, click on “Connect Customer.io” in In the Integrations section of your Refiner project.

You’ll be prompted to copy & paste your Customer.io Site ID and API Key. You can find your API credentials in the settings of your Customer.io environment.

Next, you’ll need to tell us which data attribute in Refiner holds the User ID that you are using in Customer.io. In most cases, the User ID you are using to identify users in Refiner and Customer.io are the same. If this isn’t the case you can choose any attribute in Refiner as the unique identifier for your user, for example the user’s email address.

You can choose which events you want to track (saw survey, dismissed survey, completed survey) and how they should appear in your Customer.io account.

You can also choose for which surveys we should activate the data synchronization. By default, all survey responses are synced to your Customer.io account.

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