Maximizing Survey Personalization with Supportbench Variables

Marcel Gravelle

20-Mar-2025

Maximizing Survey Personalization with Supportbench Variables

When creating surveys in Supportbench, you can enhance engagement and response rates by dynamically inserting personalized details using variables. These placeholders automatically populate with relevant data, ensuring a customized experience for each respondent. Below is a comprehensive guide to the available variables and how they can be used to streamline your survey process.

User-Related Variables

Personalization Variables

• {full_name} – Inserts the user's full name (e.g., “John A. Smith”).
  Source: usr.full_name

• {first_name} – Inserts only the user's first name (e.g., “John”).
  Source: usr.first_name

• {last_name} – Inserts only the user's last name (e.g., “Smith”).
  Source: usr.last_name

• {email} – Inserts the user's email or username (e.g., “john.smith@company.com”).
  Source: usr.username

• {job_title} – Inserts the user's job title (e.g., “Customer Support Specialist”).
  Source: usr.job_title

• {mobile} – Inserts the user's mobile phone number.
  Source: usr.mobile

• {phone} – Inserts the user's primary phone number.
  Source: usr.phone

• {phone_ext} – Inserts the user's phone extension (if applicable).
  Source: usr.phone_ext

Case-Related Variables

For surveys tied to specific cases, these variables ensure relevant case details are included.

• {{case_id}} – Inserts the unique case ID (e.g., “c-12345”).
  Source: c.id

• {{contact_name}} – Inserts the contact's name associated with the case.
  Source: Ku.Contact.GetName(c.contact_id, AccountId)

• {{case_summary}} – Inserts a summary of the case.
  Source: c.summary

• {{case_subject}} – Inserts the subject of the case.
  Source: c.subject

Case Owner-Related Variables

These variables help personalize the survey with information about the case owner or agent handling the case.

• {{owner_name}} – Inserts the full name of the case owner.
  Source: Ku.User_Profile.GetFullName(c.owner_id, AccountId)

• {{owner_first_name}} – Inserts only the first name of the case owner.
  Source: Ku.User_Profile.GetFirstName(c.owner_id, AccountId)

• {{owner_email}} – Inserts the email of the case owner.
  Source: Ku.User_Profile.GetUserName(c.owner_id, AccountId)

Why Use Supportbench Variables in Surveys?

1. Enhance Personalization

Using variables ensures that each survey feels tailored to the recipient. Personalized emails and surveys are more likely to receive responses, fostering higher engagement.

2. Automate Data Insertion

Rather than manually entering user details, Supportbench variables allow for automation, reducing errors and saving time.

3. Improve Survey Relevance

By including case-specific details, your survey remains relevant to the recipient, increasing the likelihood of valuable feedback.

4. Strengthen Customer Relationships

Personalized communication helps build rapport with customers, leading to improved satisfaction and loyalty.

How to Use These Variables in Supportbench Surveys

To insert these variables into your survey:

1. Navigate to the survey creation section in Supportbench.

2. Insert the desired variable(s) in the appropriate fields (e.g., email templates, questions, or response fields).

3. Preview the survey to ensure variables are pulling the correct data.

4. Send a test survey before full deployment to confirm accuracy.

Final Thoughts

Leveraging Supportbench variables in your surveys allows you to create more dynamic, personalized, and effective feedback forms. Whether you're improving customer experience or gathering critical insights, these variables can transform the way you engage with respondents.

Start using Supportbench survey variables today and experience the power of personalized customer interactions!