Customer Experience Management - Technology Architecture & API Nagendra C L, CTO/Chief Architect
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Jun 28th 2019 Customer Experience Management Technology Architecture & API Nagendra C L, CTO/Chief Architect
Content Overview
Technology Infrastructure Performance
Introduc on 3 Opera onal Regions 6 Security 10
OpenAPI Pla orm 4 Global PaaS 8 Benchmarks 11
Architecture 5 Data Residency 9
Open API Advanced API Survey Channels/Dispatch
Access Control 13 Context Pre-Fills 27 Channel Comparison 33
Ques onnaire 14 Real- me Push 28 Data I/O 34
Data Slice & Dice 20 SSO 29 In-Store/On Loca on 36
Survey Tokens 23 Delivery Workflow 30 Post Purchase 37
Granular Authoriza on 31 Online 38
Tailored 39
Sliced Marke ng 40
Contact Center 41Introduction to CEM Analytics Platform
Cloud Cherry’s Customer Experience Management Analy cs Pla orm(CEMP) enables brands &
businesses to perform real- me acquisi on of Customer Experience(CX) data from their customers
using mul ple channels to acquire, engage & analyze their customers.
Why Collect & Analyze Data Real-Time ?
Ÿ Real- me data allows you to engage customers in an almost one-on-one, real- me conversa on to
provide mul ple chances to amend before any service issues move to be discussed online causing
dispropor onate damage to the brand.
Ÿ Real- me data analysis help businesses understand how customers perceive their products so that
they can adapt them, or their marke ng, if need be highly curve fi ng their marke ng or servicing
spends.
Ÿ Data drill down analysis enables businesses to perform pre-impact risk analysis before tweaking
any offering to iden fy what areas cause the most commo on or happiness to customers, which
an non-real- me overall sa sfac on score can’t iden fy and only shows up in a ermath.
Ÿ Tracking enterprise-wide insights on single dashboard saves lot of me to manage quality across
wide array of loca ons servicing customers.
Œ Ž
Aquire Analyze Insight
Paper Survey Real me Analy cs
Email Survey Drill Downs
CloudCherry
Analy cs Engine
Web Survey Management RT No fica ons
Services API
Tablet Survey Excel Reports
Data Acquisi on
Services API
API API
è Technology Stack & ArchitectureAquire Analyze Insight
Na ve Customer Experience Management Analy cs Pla orm
Management Dashboard
- Android Capture Bootstrap, AngularJS
- iOS Acknowledge
- Windows Digi ze
Transform
Splice
Analyze
OPEN API CloudCherry
Analy cs Engine
REST API Management
Services API
REST API
JSON
OPEN DATA
Data Acquisi on
Services API
OPEN STANDARDS
NOSQL
Import Exis ng Data Export Analyzed Results
3rd Party Developer Integra on or Raw Data
3rd Party Developer Integra on
Big Data Store
Terabyte Ready
Pla orm Built OnAquire Analyze Insight
Customer Experience Management Analy cs Pla orm
getcloudcherry.com/api
REST/JSON OPEN API api.getcloudcherry.com Analy cs Worker Cloud
Azure Web App PaaS Azure Cloud Service PaaS
CEM Open API
.NET SDK
REST API CEM Pla orm API
Analy cs Workers
AutoScale - +
PHP Package AutoScale - +
Java Lib Voice/Text Gateway
WebApp PaaS
AutoScale - +
Insights & Analy cs
CEM Dashboard
Email Gateway MongoDB Data Store Account Analy cs Store
Azure Availablity Set
AutoScale - + Azure Private VNet VM Set Azure DocumentDB
Swap
Live
Edge Deployment Availability Set
Replica Set
Social Listening
Cloud Service PaaS
AutoScale - +
Tab
Tablet App
Journey Touchpoints
CEM Data Channels
Web
Encrypted Data Recovery Site Off
Voice/Text
Performance
@ Email
Automa on
Monitoring
Messaging
Analy cs
Social Listen
+ 15+ Channels
IBM Watson Azure Service Bus Redis Cache Azure Scheduler Applica on Insights
Pla orm Built OnAquire Analyze Insight
Customer Experience Management Global API
api.getcloudcherry.com
re
try e
Fa ure
ilu
un lur
East US - Virginia
Fa
OS Fail
Re lure
DC ure
Co Fai
Resiliency Matrix
Resiliency Matrix
il
n
i
er
Fa
gio
rv
Se
Redis Cache Service Bus NoSQL Store
Single Server û û û û û
IaaS ü û û û û West US - California
PaaS ü ü ü û û
Global PaaS+ ü ü ü ü ü
Redis Cache Service Bus NoSQL Store
Azure DocumentDB
+Each Global Region is Independent of Other North EU - Ireland
Collec on & Analy cs
Data Store Zones are Spread Within Country
CEM Global Users
ΠDNS Lookup
Redis Cache Service Bus NoSQL Store
(which IP do we talk to ?) Azure DocumentDB
East US - This Way! West EU - Netherlands
Redis Cache Service Bus NoSQL Store
User
Ž Talk to East US Azure Traffic Manager Azure DocumentDB
it’s Online and Super Fast api.getcloudcherry.com SouthEastAsia - Singapore
(New York) to your loca on(20ms)
Lookup Best Route Right Now
Redis Cache Service Bus NoSQL Store
Azure DocumentDB
CEM API Monitoring
South India - Chennai
AccountMonitored
Global Analy cs Store
Routes
Real-Time Rou ng
East US Online 20ms
West US Online 100ms
Redis Cache Service Bus NoSQL Store
North EU Online 120ms Azure DocumentDB
West EU Online 140ms Central India - Pune
Singapore Online 150ms
South India Degraded 600ms
Central India Online 160ms Redis Cache Service Bus NoSQL Store
Globally Available On
California + Virginia Netherlands + Ireland Chennai + Pune Singapore London + Cardiff Toronto + QuebecTechnology Platform and Architecture
Cloud Cherry’s Customer Experience Management Pla orm was architected and designed leveraging
the best prac ces of efficient cloud compu ng, the pla orm is architected to be
open(OpenStandards/OpenData/OpenAPI), to perform (see benchmarks), to be secure (PCI-DSS Level
1) and long las ng (based upon rock solid enterprise grade Microso ’s Azure Pla orm).
The pla orm is offered as a So ware as a Service(SaaS) solu on to businesses, while being deployed
on the cloud as a Pla orm as a Service(PaaS) on-top of Microso Azure. SaaS frees businesses from
chores of running a complex IT system just to support data collec on, and lets’ their technical teams
to be er u lize me to develop systems and install interac ve and dynamic visualiza on tools that
allow decision makers to analyze, view and benefit from the data, than to be occupied collec ng it.
The pla orms open philosophy of implemen ng Open Standards and Open API allows businesses full
control to own their data in-contrast to online applica ons owning the data that customer’s generate;
unlike proprietary solu ons that only facilitates easy collec on of data, but no way for data to exit,
your data is best trusted with open pla orms that don’t mine it themselves or use it for adver sing.
CloudCherry SaaS =
CEM Analy cs + Open Standards + Enterprise Reliability from Microso
On Premises IaaS PaaS SaaS
(Infrastructure as a Service) (Platform as a Service) (Software as a Service)
Cloud Cherry
Managed by your organization
Feature Use Feature Use Feature Use Feature Use
Application Application Application Application
Managed by your organization
Managed by your organization
Managed by your organization
DataStore DataStore DataStore DataStore
Runtime Runtime Runtime Runtime
Middleware Middleware Middleware Middleware
OS OS OS OS
Microsoft
Microsoft
Virtualization Virtualization Virtualization Virtualization
Servers Servers Servers Servers
Amazon
Storage Storage Storage Storage
Networking Networking Networking Networking
$$$$$+ $$$$ $$$ $
è Global PaaS DeliveredGlobal PaaS Delivered
CloudCherry’s CX Pla orm Deployment is a Global PaaS Deployment.
PaaS itself w/o even being global is possibly the highest form of deployment compared to all other
alterna ves that exist today; PaaS when combined with global deployment, delivers the most rock
solid infrastructure performance, reliability and dependability that any analy cs data pla orm could
hope for in being highly available & infinitely scalable.
Design feature of CX Global PaaS :
Ÿ Disposable/Stateless Instances : Instances are fully managed where servers are built up & torn
down all the me.
Ÿ De-centralized/Decoupled Design : All regions are independent of each other with compute de-
coupled & data store de-coupled.
Ÿ Performance Caching - Near network performance from edges serving CX (ex: 15ms is a response
me for a survey token on 2nd use onwards)
Ÿ Global & Regional Backplanes - Co-ordina ng the cha er within region and within global
network.
Ÿ Distributed NoSQL Store - Globally distributed NoSQL data store.
Global PaaS
api.getcloudcherry.com
PaaS Region US PaaS Region EU
api-west-us.getcloudcherry.com
Web API PaaS PaaS Region EU
Web API PaaS SG
- - PaaS
Web API
Servers Added On Demand
Servers Added On Demand
PaaS -
PaaS Region
Region EU
IN
Servers Added On Demand
Web API PaaS
-
Servers Added On Demand
Mongo Global BackPlane
+ +
+
Analy cs PaaS Analy cs PaaS
Redis BackPlane
Analy cs PaaS +
- -
Analy cs- PaaS
Servers Added On Demand
Servers Added On Demand
Servers Added On Demand
-
Servers Added On Demand
Service Bus
+ + + +
è Global Data SovereigntyChoice of 5 Continents for Data Residency & Sovereignty
CloudCherry CEM Pla orm provides more than 5+ global loca ons as op on for CEM programs to
operate out of, these enable security conscious businesses to maintain control over the loca on
where regulated data and documents physically reside.
Privacy and data residency requirements vary by country and customers of CEM services need to
consider the rules that cover each of the jurisdic ons they operate in as well as the rules that govern
the treatment of data at the loca ons where the CEM service provider provisions their services (e.g.,
their data centers), with CloudCherry customers can select their choice of loca on to meet the
regulatory requirements.
Depending on the specific countries in which businesses operate, companies may need to keep
certain types of informa on within a defined geographic jurisdic on. Addi onally global API loca ons
also provides shortest latency to improve speed of access to your customers.
Sovereign Zones Loca ons Regulatory Compliance
API California + Virginia
United States California + Virginia
Backup Oregon (Encrypted)
API Netherlands + Ireland
European Union Netherlands + Ireland
Backup Frankfurt (Encrypted)
API Chennai + Pune
Indian Subcon nent Chennai + Pune
Backup Mumbai (Encrypted)
API Singapore
Singapore(+SE-Asia) Singapore MTCS Level 3
Backup Singapore (Encrypted)
London + Cardiff
United Kingdom G-Cloud v6
Backup Ireland (Encrypted)
Toronto + Quebec
Canada
Backup Oregon(Encrypted)
è Data Storage, Security, Privacy & ComplianceData Storage, Security, Privacy & Compliance
CloudCherry’s Customer Experience Management Analy cs Pla orm provides a solid cloud hosted
solu on to store terabytes of data based upon NoSQL datastore for real- me retrieval on demand.
NoSQL databases were developed from the ground up to be distributed, scale out databases. They
use a cluster of standard, physical or virtual servers to store data and support database opera ons. To
scale, addi onal servers are joined to the cluster and the data and database opera ons are spread
across the larger cluster. NoSQL databases are built to tolerate and recover from failure making them
highly resilient.
Data Ownership & Privacy :
Customer data belongs to you, CloudCherry’s staff does not have access to customer accounts, unless
customers share their login/password for assistance in setup or support.
Storage Security :
CEM Pla orm is deployed upon Microso Azure, with NoSQL cluster on a private VNET (virtual
network not accessible to general internet) and Azure has been validated for PCI-DSS Level 1
compliance.
Transmission Security :
All API endpoints use HTTPS Secure Protocol with Extended Valida on(EV), the EV SSL Cer fica on is
2048 bit key, with public key signed by GeoTrust using SHA-256. Sensi ve API Calls are SSL
enforced(where it refuses to connect unencrypted), while rest of the call connect in both encrypted
and normal mode providing control and choice to the business users.
Infrastructure, Network, PaaS Security Safeguards:
All Security safeguards and reliability assurances of Microso Azure Apply to CEM PaaS, Refer to
Azure Security, Privacy, and Compliance Whitepaper to learn more.
( h p://go.microso .com/fwlink/?linkid=392408&clcid=0x409 )
è Performance BenchmarksBuilt for Scale, Lean and Efficient Architecture
CloudCherry is freshly built, without any of bulky legacy pa erns nor having gone overboard with
micro-services - as elegant as it can get - lean, decoupled, distributed and to be global. Just about
right mix of efficiency and agility to scale.
For instance, CloudCherry’s Global PaaS API endpoints handle over half million experiences every
month with 7 global regions across the world opera ng as just one. Lean engineering has kept CEM
Pla orm responsive, each and every line has been carefully chosen to be efficient and secure, en re
code base has been performance op mized and benchmarked before deployment.
Real- me Numbers Global API Live Snapshot
25M + Experiences
140M + Ops/Year
< 100ms Worldwide
< 500ms Analytics
Sample snapshot of total response mes from the pla orm API end point to a sample test loca on.
Global API Endpoint : api.getcloudcherry.com
Compute Metric : NPS ( Real- me / High Precision / Not Sampled / Not Cached )
OpenAPI Call: /api/FlashNPS
Benchmarked in the Same Region as Data Residency, As Measured on Live Ac ve/Hot Account
Ac on Real- me Compute Response Time*
Lower is Be er
NPS Net Promoter Score Over 100K Responses 1.00 Seconds
NPS Net Promoter Score Over 200K Responses 2.20 Seconds
NPS Net Promoter Score Over 500K Responses 5.20 Seconds
NPS Net Promoter Score Over 1 Million Resp. 10.40 Seconds
è CX Analy cs Data APICustomer Experience Measurement & Analytics API
API provides full access for integra on into external applica ons and workflow or to access your data
when you want, how you want.
What can I do with API ? è API Live Explorer
The API consists of REST Calls that enables you to make use/integrate/improve every func on that is
possible on the official app & official web insight center.
Ÿ Setup/manage ques onnaires for data collec on
Ÿ Gather & collect feedback data using API
Ÿ Issue unique tokens with bills(PoS Integra on)
Ÿ Sta s cally analyze collected data & generate reports
Ÿ Add & manage real- me no fica ons & se ngs
Ÿ Export reports or analysis or raw data
Ÿ Setup/Manage Sub-Users & Roles
API Language Compa bility : C/C++, Objec ve-C, Swi , C#/.NET, JavaScript, Java, PHP, Ruby, Python
OS Compa bility : Windows, Linux, OSX, iOS, Android, WindowsPhone
Cherry API Request - Response Flow
API Consumer Cherry API Provider
AUTHENTICATION
ΠAuth Request
Bearer Token
Account
Token Issue Authorization
Service Management
API Client
PUT/GET/DELETE
Ž Token + Request Settings
Questions
API
Response Answers Services
{ CDM/Insight
"userName": "demo",
"hasRegistered": true,
"loginProvider": "bearer"
}
è API Access & Authoriza onAPI Access & Authorization
Accessing API requires :
Ÿ Valid/Ac vated Cloud Cherry Account
Ÿ Ac ve Pay Per Response Plan
Ÿ Login To Dashboard or/& update se ngs before accessing API
There are 2 authen ca on methods for the API: HTTP Basic authen ca on and OAuth2. The easiest
way to authen cate is using HTTP Basic authen ca on. Enter your username and supply your
password or API Key as the password. Star ng much more secure oAuth2 is similar to obtaining a
one- me pass to a conference hall with many talks going on, you need to produce your id only once
at the entrance to be en tled for entering any room, this pass(here token) iden fies your account
without needing to verify id(here login/password) at every rooms entrance(here your REST Service
call)
Example Basic Auth :
curl -u h ps://api.getcloudcherry.com/api/ques ons
Sample oAuth2 Authentication Call :
Request
POST https://api.getcloudcherry.com/api/LoginToken
Content-Type: application/x-www-form-urlencoded
Body : grant_type=password&username=&password=
{
"access_token": "61Abkh..",
"token_type": "bearer",
"expires_in": 86399,
Response
"userName": "",
"email": "",
"primaryRole": "User",
"managedBy": "",
".issued": "Sun, 29 Jun 2014 12:56:04 GMT",
".expires": "Mon, 30 Jun 2014 12:56:04 GMT"
}
Retain the "access_token" for rest of session(or until .expiry) to use for making every other API call,
add header “Authorization: Bearer {access_token}” to every further API request to be identified as
authorized.
è Ques onnaire Management Using APIQuestionnaire Management Using API
Survey ques onnaire can be setup and managed using the API, including func on such as :
Ÿ Create 25+ Different Type of Ques ons
Ÿ Setup condi onal ques ons based on me, place, date or on answer to another ques on
Ÿ Re re/update/delete exis ng ques ons
Sample Call to Retrieve Questions List :
Request
GET https://api.getcloudcherry.com/api/questions
Content-Type: application/json
Response is a array with questions(if they exist in the account), below is a sample response with a
single question
[{
"id": "53621..", "user": "",
"setName": null,
"sequence": 2,
"text": "How would you rate our staff",
"displayType": "Select",
"multiSelect": ["Evil", "Average", "Attentive", "Superheroes"],
Response
"staffFill": false,
"displayLocation": null,
"userWeight": 2.0, "cdmWeight": 0.0,
"conditionalToQuestion": null,
"conditionalAnswerCheck": null,
"conditionalNumber": 0,
"analyticsTag": null,
"isRequired": false,
"questionTags": ["Staff"],
"goodAfter": null, “goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null,
"isRetired": false,
"note": null
} .. ]
è Ques on StructureQuestion Structure
Ques ons are represented as JSON when request type is for “applica on/json” or XML when
reques ng call specifies “applica on/xml”, both the formats represent the same informa on fields.
Each ques on is iden fied with a unique iden fier assigned by the API on crea on, this unique id is
used to reference the ques on for modifica on.
setName : Optional group name for group questions
sequence : Order this questions will be displayed to user
text : The main text of the question for query to user
displayType : Question is displayed and accepted for input as one of the choices
Select - Choose one item from list of items(less than 5 choices)
Dropdown - choose one item from list of items displayed as drop down(for more than 5
choices)
MultiSelect - choose more than one item from list
OrderBy - Order a list of item according to priority or importance
Star-5 - Rating using 1 to 5 Stars
Smile-5 - Rating using 1 to 5 Smiles
Like-5 - Rating using 1 to 5 Likes
Text - Accept a single line of text
Question Data Structure
MultilineText - Accept a multiple lines of text
multiSelect : Choices valid for a selection or dropdown as a array of string
staffFill : Questions reserved for surveyor/staff to prefill before handing the data collection over to
surved user.
displayLocation : Array of locations where the question is only valid for display
userWeight : Analytics weight for importance of answer to this question, 1 = 1x
conditionalToQuestion : Optional id of the question this depends upon
conditionalAnswerCheck : Array of conditional check answers(when text) or an single
operator(when number), operators for comparison on numeric answers are [ 'eq' ] for equal to /
[ 'lt'] for less than / [ 'gt'] for greater than
conditionalNumber : Numeric answer that the conditional answer check operator(eq/lt/gt) is
applied on.
isRequired : Optionally force user to answer, and do not skip
questionTags : Tags set for user to filter using(ex: “Staff” for questions on performance of staff)
goodAfter : Optional Date after which the questions is good to be displayed after
goodBefore : Optional Date after which the questions should not displayed after
timeOfDayAfter : Optional time of day after which the questions is good to be displayed after
timeOfDayBefore : Optional time of day after which the questions should not displayed after
isRetired : Optionally do not display this question anymore but keep the data collected so far
note : user note to add context
è Create Your First Ques on Using APICreate Your First Question Using API
Fresh ques ons can be created using API by pos ng informa on that the ques on will use in the
format of the ques on data structure, all fields that are needed are only essen al, any un-used or
later for use fields can be skipped during crea on, these will take the default values.
Sample Call to Create New Question:
POST https://api.getcloudcherry.com/api/questions/add
Content-Type: application/json
Body :
{
"setName": null,
"sequence": 11,
"text": "Sample Question",
"displayType": "Text",
Request
"multiSelect": [],
"StaffFill": false,
"displayLocation": [],
"userWeight": 1,
"cdmWeight": 1,
"analyticsTag": null,
"isRequired": false,
"isRetired": false,
"goodAfter": null,
"goodBefore": null,
"timeOfDayAfter": null,
"timeOfDayBefore": null
}
Response : Successful addition will return the complete question with a API assigned id, using
which the question can be referenced going forward.
Response
{
"id":"53bd1fd..",
"user":"demo",
“displayType":"Text" .."
}
è Update a Ques onUpdate a Question Using API
Exis ng ques ons can be updated using API by pos ng changed informa on that the ques on will
use in the format of the ques on data structure, use a copy of exis ng ques on containing the
unique ques on ID as obtained from the API to apply the changes required before pos ng it back to
the API.
Update Func ons: Modify Content Displayed, Change Answer Type, Add Condi ons, Set Tags, Set
Analy cs Weights, Re re
Sample Call to Update Existing Question:
POST https://api.getcloudcherry.com/api/questions/update/{question_id}
Content-Type: application/json
Body :
{
"id": "53bd1fd...",
"user": "demo",
"setName": null,
"sequence": 11,
Request
"text": "Sample Question 1",
"displayType": "Text",
"multiSelect": [],
"staffFill": false,
"locationSpecific": null,
"displayLocation": [],
"userWeight": 1,
"cdmWeight": 1,
"conditionalToQuestion": null,
"conditionalAnswerCheck": null,
"conditionalNumber": 0,
"analyticsTag": null,
}
Response : Successful modification will return complete modified question for verification.
{
Response
"id":"53bd1fd..",
"user":"demo",
"text": "Sample Question 1",
}
è Delete a Ques onDelete a Question Using API
Exis ng ques ons can be deleted permanently during tes ng or when not required.
Once a ques on is deleted all references connec ng it to responses already collected specifically to
this is lost, to retain specific answers while archiving a ques on, set it to re re the ques on via a
update instead of dele ng, re ring ensures data con nuity & flow over decades as answers from
ques ons that existed in past(now re red) will show up only when retrieved for that specific me
period.
Sample Call to Permanently Delete Existing Question:
Request
GET https://api.getcloudcherry.com/api/questions/delete/{question_id}
Content-Type: application/json
Response : True or False
Response
è Response Management Using APIResponse Management Using API
Survey responses collected can be managed using the API, including func on such as :
Ÿ Retrieve all collected responses
Ÿ Filter collected responses by me frame, loca on or answered as
Ÿ Archive responses to be excluded from analy cs summary
Ÿ Delete responses that are not required permanently
A single response is a collec on of answers from a single respondent/person, each response
structure contains all the answers that were collected for the ques ons displayed.
questionId : Unique ID of the question the answer is for
Answer
questionText : Text of question displayed while collecting the answer
textInput : Text Answer when provided by user
numberInput : Number Answer when provided by user
id : Unique ID of the response assigned by API, use this to access this response for modification
locationId : Optional Location where this response was collected, if locations have been setup
Response
responseDateTime : Time Stamp of response collection in ISO-8601 format(YYYY-MM-
DDTHH:mm:ss.sssZ)
archived : Status of response, set when it is archived to exclude from analysis
notes : Any internal notes associated with this response
responses : Array of Answer Structure(as above) [ Answer , Answer ]
è Filtering Data Using APIFiltering Data Using API
Finding the needle in the haystack, especially a big hay stack requires fine grained filter control, and
this is provided by the API so business users can narrow data sets to exactly what they require than
retrieve the en re haystack to find it themselves.
Ÿ Match for responses collected at loca on(like downtown only)
Ÿ Match for responses collected at a er or before dates, or a er a certain me of day or before(like
evening in downtown)
Ÿ Match responses collected during a specific day of week(like sunday evenings in downtown)
Ÿ Match for responses collected that contains a specific answer(like sunday evenings in downtown
responses from first me visitors who answered yes to their first visit ques on)
location : Array of String Of Locations
afterdate : DateTime after which the response was collected, ISO-8601 format (YYYY-MM-
DDTHH:mm:ss.sssZ)
beforedate : DateTime before which the response was collected, ISO-8601 format (YYYY-MM-
DDTHH:mm:ss.sssZ)
filterquestions : Match responses that contain a specific answer, array of responses matches,
similar to conditional question matching
[{
"questionId": Unique question ID to match answer with
Filter Structure
"questionText": text of question, so API knows its real
"answerCheck": Array of conditional check answers(when text) or an single
operator(when number) operators for comparison on numeric answers are [ 'eq' ] for equal to /
[ 'lt'] for less than / [ 'gt'] for greater than
"number": Numeric answer that the conditional answer check operator(eq/lt/gt) is
applied on.
},..]
archived : Match archived(true) or normal(false),
days: Match responses collected during specific days of week, Array of Number(Monday = 1,
Sunday = 6)
aftertime : Time of Day after which the response was collected, ISO-8601 format(YYYY-MM-
DDTHH:mm:ss.sssZ),
beforetime : Time of Day before which the response was collected, ISO-8601 format(YYYY-MM-
DDTHH:mm:ss.sssZ)
è Retrieve Filtered Responses Using APIRetrieve Filtered Responses Using API
Responses can be retrieved from API by pos ng a filter specifica on for matches to be performed.
Sample Data Retrieval Using a Filter Specification:
POST https://api.getcloudcherry.com/api/answers
Content-Type: application/json
Body :
{
Request
"location": [ “Downtown” ],
"afterdate": "2014-06-10T07:00:00.000Z",
"beforedate": "2014-07-10T06:59:59.999Z",
"filterquestions": [],
"archived": false,
"days": [1, 2, 3, 4, 5],
"aftertime": "2014-07-09T22:12:03.140Z",
"beforetime": null
}
Response : Array of Response Containing Answers
[{
"id": "52c7d3437c1e0c12ac50e538",
"user": "demo",
"locationId": "Downtown",
"responseDateTime": "2013-12-30T09:24:19.839Z",
Response
"responses": [
{
"questionId": "53621e417c1e0c0ad41ce051",
"questionText": "How would you rate our staffs",
"textInput": "Superheros",
"numberInput": 0,
},
]
},..]
è Retrieve Analy cs Using APIRetrieve Analytics Using API
Detailed Analy cs Per Loca on can be retrieved from API by pos ng a filter specifica on for matches
to be performed.
Sample Analytics Retrieval Using a Filter Specification:
Request
POST https://api.getcloudcherry.com/api/AnalyticsByLocation
Content-Type: application/json
Body : Filter Spec
{
"all Locations": {
"locationName": "All Locations",
"perDayResponseCount": [27,32],
"mdm": 83,
"totalResponses": 59,
"locationSummary": [{
"askedQuestion": {
"text": "Rate Your Coffee Strength",
"displayType": "Star-5",
},
"response": { "5": 19, "4": 4, "3": 3 }
Response
}...,
"wordCloud": ["good", ""delicious"],
"liked": "Colors",
"disliked": "Music",
"netPromoter": {
"questionText": "Would you recommend our Cafe to family and friends",
"promoters": 76,
"passive": 14,
"detractors": 10,
"netPromoters": 66
},
"npsAnalytics": {
“detractors": "Speed"
}]
}
}
è Mul ple Channels Surveys Using APIMulti-Channel Surveys Using API Tokens
Businesses are mul faceted and customer interac on happen at many levels, making it essen al to
aggregate data from very different channels to arrive into one screen for analysis. Survey tokens
enable presen ng single survey on any channel while enabling customizing per user using built-in
pre-fill data.
A typical token is composed of just few characters but enables embedding survey ques onnaires
with preset data(known as staff-fill on tablet mode) and have set life me (one use, mul use, valid
a er, valid before).
Using Survey Tokens Enables
Ÿ Tablet to use Token in-place of login/password for survey staff.
Ÿ Collect customer feedback over a web survey (ex. on your own website)
Ÿ Collect customer feedback over a email (ex. a er a hotel checkout or service interac on)
Ÿ Trackable surveys by individual responders using single-use tokens per customer over API to get
unique URL per customer.
User : API access username, questionnaire set for this user will be presented
Note : Note on use of token(ex. “For email to customers”)
PreFill : Optional Pre-Fill to include(For speed or to later track response to a unique customer).
PreFillViaAPICallBack : Optional automated API End point to obtain pre-fill from.
ValidTill : DateTime after which responses are not accepted, ISO-8601 format(YYYY-MM-
DDTHH:mm:ss.sssZ)
ValidUses : # of responses that are accepted(can be one time use or any number set)
Survey Token Structure
Location : Select questionnaire from this location if set
RewardCode: Text/HTML to email for response back to surveyed user
EmailQuestion : QuestionID which collects a email address to email the RewardCode or thank you
(Web Only)
CityQuestion : Prefill City Name to this question from which the survey was submitted
StateQuestion : Prefill State Name to this question from which the survey was submitted
RegionQuestion : Prefill Region Name to this question from which the survey was submitted
SamplingMode : When Set, will pick random question(s) to present on every survey.
PerSamplePresent : This many questions per sample are presented.
MicroCampaign : Online Micro Survey Control(see CloudCherry 360 for more information)
è Create Your First API Survey TokenCreate Your First API Survey Token
Fresh and unique tokens per specific survey or even specific to surveyed customer can be created
using API by pos ng informa on that the survey token will use in the format of the survey token
data structure, all fields that are needed are only essen al, any un-used or later for use fields can be
skipped during crea on, these will take the default values.
Sample Call to Create New Survey Token :
POST https://api.getcloudcherry.com/api/surveytoken
Content-Type: application/json
Body :
{
"preFill": [{
"questionId": "53d10eea3ec2411e8c1baa36",
"questionText": "Enter your customer number",
"textInput": null,
Request
"numberInput": 2345,
}],
"validTill": "2014-10-31T18:30:00.000Z",
"validUses": 1,
"location": “Downtown”,
"rewardCode": "Thank you for letting us improve our service",
"emailQuestion": "53d10eea3ec2411e8c1baa3c",
"note": "Email After Service Interaction #23456"
}
Response : Successful addition will return the fresh token being assigned by API ready for use in
web/email (ex. http://CloudCherry.net/DM-21988).
{
Response
"id": "DM-21988",
"user": "demo",
"note": "Email After Service Interaction #23456",
}
è Get Survey For Presenta on Using TokenGet Survey For Presentation Using Token
Survey with complete ques onnaire including ac ve ques ons, theme, colors, logo & texts can be
retrieved for presenta on on a custom applica on or device for response collec on.
Pre-fill provides method to personalize tokens, if set while crea ng a token, will be available to
enable custom response collec on client to skip presen ng pre-fileld ques ons to the responder.
Sample Call to get Survey By Token:
Request
GET https://api.getcloudcherry.com/api/surveybytoken/DM-21988
Content-Type: application/json
{
"logoURL": "https://az592622.vo.msecnd.net/users/demo/logo.png",
"backgroundURL": null,
"businessName": "Café Beta",
"businessTagline": "Brewing the Best - Always",
"colorCode1": "#F70D11",
"colorCode2": "#CECECE",
"colorCode3": "#FFFFFF",
"welcomeText": "Welcome to customer satisfaction questionnaire",
"thankyouText": "Thank you for sharing your views",
"questions": [{
Response
"id": "547ef14d44ed4d230088b989",
"sequence": 1,
"text": "Rate Our Coffee Variety",
"displayType": "Smile-5", ...
},
{
"id": "547ef85e44ed4d230088b9b1",
"sequence": 2,
"text": "Rate Effectiveness Of: Barista",
"displayType": "Star-5", ...
}],
"preFill": null
}
è Submit Response Using Mul -Channel TokenSubmit Response Using Multi-Channel Token
Responses once collected using a token survey a er presenta on on custom channel/device can be
posted back to API pla orm for Analy cs and Dashboard Access.
Sample Call to Post a Response after Collection:
POST https://api.getcloudcherry.com/api/surveybytoken/DM-21988
Content-Type: application/json
Body :
{
"locationId": "Downtown",
"responseDateTime": "2015-01-10T10:44:17.455Z",
"responses": [{
"questionId": "547ef11244ed4d230088b981",
Request
"questionText": "Enter your customer number",
"textInput": null,
"numberInput": 2345,
},
{
"questionId": "547f3e0244ed4d1900dc68e3",
"questionText": "How can we improve, let us know",
"textInput": "Valet parking would be nice for this location",
"numberInput": 0,
}...],
}
Response : Successful addition will return the complete response with a response id assigned by
API for further reference.
Response
{
"id": "54b1028f8c62c31cf036eaf7",
"locationId": "Downtown",
"responseDateTime": "2015-01-10T10:44:17.455Z",}
è Prefill Contextual Informa on Using API For Survey TokenPrefill Contextual Information Using API For Survey Token
Adding the context to data provides great benefits by integra ng experien al data with transac onal
data to derive ac onable analy cs that can significantly impact the bo om line for the business
collec ng customer data. Contextual informa on can be automa cally pre-filled using a API end-
point(as oppose to a staff filling it manually); API end point setup by you will receive the complete
response on submission and respond back with pre-fill data to make the response more complete
Sample Call Posted after a Response is Collected:
POST http://yourserver.com/api/receiverespondjsonprefill
Content-Type: application/json
Body :
{
"locationId": "Downtown",
JSON API Response POST
"responseDateTime": "2015-01-10T10:44:17.455Z",
"responses": [{
"questionId": "547ef11244ed4d230088b981",
"questionText": "Customers’s purchase value(Staff-Prefill)",
"textInput": null,
"numberInput": 0
},
{
"questionId": "547f3e0244ed4d1900dc68e3",
"questionText": "Enter your bill number",
"textInput": null,
"numberInput": 1234,
}...],
}
Sample Prefill Returned By Your API Endpoint:
Response : You can lookup information to pre-fill on your side to match that of any filed provided
Your API Response
by customer(ex. mobile #, bill #) and provide pre-fill data to add context to this survey response. (
shown is a prefill of adding transaction value using the bill number which could have been pre-filled
by the sales clerk; other example pre-fills could be demographics using a membership number)
[{
"questionId": "547ef11244ed4d230088b981",
"questionText": "Customers’s purchase value(Staff-Prefill)",
"numberInput": 100,000
}]
è Real- me Push No fica on on APIReal-time Push Notification on API
Real- me no fica ons set with any criteria filter or even for every response(when criteria set is
generic match-all such as ‘Any Ra ng : Less Than 6’) collected can be forwarded to your own API for
further processing, for example you can react to a real- me ra ng event from a customer in store
that needs to be further pushed using your central CRM for ac on from the right call center staff.
Set the URL of the controller/script that can receive the complete answer as JSON POST by crea ng a
new no fica on in the dashboard, with the URL as the target(in-place of email des na on), this will
trigger no fica on to your server.
Sample JSON POST to your Server/API/Code:
POST http://yourserver.com/api/receivejson
Content-Type: application/json
Body :
{
"notification": "Answered With Less Than 12",
"answer": {
"LocationId": "Downtown",
JSON API Response POST
"ResponseDateTime": "2014-12-20T14:34:08.426Z",
"Responses": [{
"QuestionId": "547ef11244ed4d230088b981",
"QuestionText": "Rate The Service You Received",
"TextInput": null,
"NumberInput": 3,
},
{
"QuestionId": "547ef11244ed4d230088b982",
"QuestionText": "Would you like us to contact you",
"TextInput": “Yes”,
"NumberInput": 0,
}...],
}
}
Reply after receive expected by API is a HTTP OK(200), if the API does not receive a successful
Reponse
response from your API or receives a error(404) it may stop sending any more notifications to that
URL.
è Single Sign-On(SSO) Automa c LoginSingle Sign-On(SSO) Automatic Login
Large businesses can enable Role based SSO(Single Sign On) for their users who are already
authen cated by their intranet/website or email system or so ware such as CMS/ERP/CRM/PoS;
SSO prevents duplica on of effort to create and maintain o en hundreds of username/password
profiles for large businesses with many employees.
SSO works by building a informa on packet(JSON) with the authen cated user’s informa on and
then encryp ng the packet to obtain a SSO token that can be passed on to CloudCherry API for
automa c login.
Œ Ž
{JSON} Redirect to CC
Logs-in h ps://api../?ssokey
SSO Token
Your User Your Corporate Site Generate Automa cally
/Email/CMS/ERP/CRM Encrypted SSO Token Logged-in
/PoS
{
User Information
"Userid": "manager", // Unique sub-user/role name(created at sign-on when not existing).
"Role": "Manager", // Manager(for All Access) or ManagerReadOnly(For select locations).
"Email": “user@yourcorp.com"// Verified Email address of user by your system.
"Locations": [], // Optional list of locations to lock ‘ManagerReadOnly’ into.
"TimeStamp": "2015-04-26T19:10Z" // Current Time UTC ISO-8601 format.
}
[ Download Sample Token Generation Snippet ]
.NET :
Encrypted Token
// json is as above, account is primary username, ssokey as set in primary account settings
String token = GetSSOToken(json, account, ssokey);
Java :
String token = GetSSOToken(json, account, ssokey);
Redirect browser to : https://api.getcloudcherry.com/#/login?sso={account}&ssotoken={token}
Reponse
API will automatically create the account when non existed, or modify existing sub-user roles as per
the User Info JSON and drop into Dashboard with specific permission set; here on, user can set-
up/customize the views, reports or execute analytics drill-downs as a normal subuser would do.
è Across-Channel Survey Delivery WorkflowAcross-Channel Survey Delivery Workflow
Fully Managed Global Survey Delivery Pipeline
Global delivery plans enable delivery of personalized experiences across channels using powerful
workflows that can be configured once and then securely re-used across me within your own
transmission channels, for instance, mobile app push no fica ons or even to operate highly secure
zero knowledge survey invites CEM program.
Across Channels(15+)
Delivery + Reminders +
Thro ling Analy cs +
w/o PII (Any pseudo iden fier)
In Next 30s 1 Day Later 3 Days Later Shown for 30 Days
(invited for survey) (a er email open) (on no response)
Your Mobile App 9:15 AM
*
Don’t Keep us wai ng, ...
Survey Token
One question for you
Never stop imorving How likely would you recommend us to
h p://nps.bz/DM-XYZ Help us deliver a great experience your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
every me!. è
Help us deliver a great .. Not at all Maybe Yes,Sure!
Created
(w/ Delivery Plan Id)
@ Email Text/SMS Push Note Website
(Bounce Checked) (DND Checked) (Unsub Checked) (Unsub Checked)
Any Channel/Per Customer Any Channel/Per Customer
"Description" : "You are receiving this as you are a customer of acme corp",
"UniqueCustomerIDByPreFilledQuestionTag" : "RealtionshipNo",
“RemindOnlyAfterOpenDays”: 1,
"Schedule" : [
{
"OnChannel" : “email://"
"Subject" : "Hello!",
"TextBody" : "Hello,\nPlease share your experience,\nFill out our survey at *|Survey URL|*"
},
Delivery Plan
{
"OnChannel" : “sms://twilio"
"TextBody" : "Don’t keep us waiting,\n*|Survey URL|*\nHelp us deliver a great experience every
time!.\nOptout: *|Unsubscribe URL|* "
},
{
"OnChannel" : “json://mobile-push"
"TextBody" : "Never stop improving\nHelp us deliver a great experience every time!. ",
“DelayByDays” : 3
}
{
"OnChannel" : “mircocherry://”
}
]
è Permissions w/ Granular Authoriza on FiltersRoles & Permissions w/ Granular Authorization Filters
CEM/EEM deals with measuring experiences; and these experiences can be of a service, interac on
or of a journey(of customer or an employee).
Minimizing data collec on is not just the goal of GDPR, but an effec ve strategy to achieve
organiza onal clarity and to retain happy customers; as to make things complex is far easier than to
make things simple and elegant. This is made possible by using granular authoriza on filters.
Unique Approach of One Survey - Many Views/Uses
Let's consider a airline needing to add experience measurement as a feedback to improve service
across departments, this first needs overall measurement of experiences of its customers, but also
on behalf of many departments detailing various aspects of delivering experiences, everything from
ground-services that is responsible for check-ins to marke ng that is responsible for se ng
percep ons, in a tradi onal market research scenario, every department may run their own detailed
surveys to determine how the experience was so they can use that feedback to improve their
delivery.
Now from the customer’s perspec ve, customers are lot more happier if they were surveyed just
only once on light easy to click through survey taking less than 90 seconds of their me, this would
yield more broader par cipa on compared to answering two surveys with 5 pages taking 30
minutes; one from ground team and another from lounge division to understand each of their areas
of opera ons - instead a be er strategy would be, if the overall survey can itself can probe lounge
experience to only those who visited the lounge by stealing extra 30 seconds.
In this situa on, how will the lounge team have permission and access to experience data ? without
running their own survey ?, a simple elegant approach that works where the smallest granular of a
survey is a single ques on and a answer, and is to set as authoriza on of access to this survey based
on grain(Q=A), enabling lounge team to look at lounge data for customer who actually visited the
lounge while not necessarily having access or being swamped with en re universe of data.
Lounge Team Ground Team Marke ng
Auth Filter Auth Filter Auth Filter
Granular Filtering
Visited Lounge = Yes Checked Bag = Yes Lounge -or- Bag = Yes
Cascading Authoriza ons
Applied Auth
Department Role User = Non-promoter
Filter: Filter: Filter:
Watched Brand Ad = true Business Class = Yes NPS < 9 marketed customer
flying business
è Examples of Granular Authoriza on FiltersExamples of Granular Authorization Filters
CEM Airline Lounge Team
Auth Filter
Visited Lounge = Yes
Team Based Access
Mkt. Lounge Ground
Manager #1
Marke ng
Lounge -or- Ground Visited Lounge Checked Bag Auth Filter
NOT FILLED
NOT FILLED
NOT FILLED
xyz xyz xyz
40-45
Visited Lounge
40-45
Visited Lounge
40-45
Checked Bag Lounge -or- Bag = Yes
Checked Bag Favorite : Blue Favorite : Blue
Favorite : Blue Member # 23456 Member # 23456
Member # 23456
Rate the area you see we need to improve
upon ?
Rate the area you see we need to improve
upon ?
Rate the area you see we need to improve
upon ?
Ground Team
FILLED
FILLED
FILLED
Comfort Comfort Comfort
Price Price Price Auth Filter
Speed Speed Speed
è
Checked Bag = Yes
EEM Company
Department Level Access
BU #1 BU #2 BU #3 On BU #1
Manager #1
Auth Filter
Stores #1-5 Stores #6.10 Stores #11.15 Store = 1-5
Staff #1.1.1 Staff #1.1.2 Staff #6.1 Staff #6.2 Staff #11.1 Staff #11.2
Company
EEM #
BU #1 BU #2 BU #3
Ad-hoc Access
Manager #1
On Manager
Stores #1-5 Stores #6.10 Stores #11.15
Auth Filter
Store = 1-5 -or- 11-15
Staff #1.1.1 Staff #1.1.2 Staff #6.1 Staff #6.2 Staff #11.1 Staff #11.2
# Use Not Equal To(!=) Operator for BU #3, But not Stores #11.15
è Channel Comparison MatrixChannel Comparison
Channel Using Go Live Effort Works Great For
ΠIn-Person Tablet Device None - Signup w/ TestDrive Data In-Store, In-Branch, On-site, At-Desk, At-Resturant
Online Website Minimal - Add URL To Site Business Website
Ž Email Click Link None - Copy URL To Email After Service Interaction, After Visit/Checkout
Mobile
QR Code SmartPhone None - Print Poster High Footfall Areas Such as Counters, Events,
Conference, Airports, Railway Stations, Malls
Internet Free
Paper Survey Pen & Paper None - Print Survey Offline with Zero Technology
‘ Voice Telephone(PSTN) None - Copy Phone PIN & Call Fully Automated Contests, Product Feedback
/ SIP Transfer Or Anonymous Staff/Employee Tip Off Lines
’ SMS/Text Mobile Phone Minimal - Connect To Raspberry Radio Ad Measurement ( SMS XYZ to YZX )
“ Email Incoming Email Incoming None-Setup Forwarding Email Text Analytics For feedback@ Email Id’s
} eSignature Email Outgoing None-Copy Signature Token Image Passive Experience Measure, Ticketing Or Staff
”
10 MicroSurvey Online/Browser Minimal - Add JS URL to Header Online Contextual, eCom, Lead Gen & Conversion
”
11 API Survey Token API Call Little - Single API Call
1
Privacy Protected Yet Trackable Using Pre-fill Data
CEM API
2
”
12 API Data Pull/Push API Call Little - Single API Call Enterprise Analytics/One Screen/Real-time
”
13 API Data Import Excel Sheet Minimal - Paste Into Excel Import Existing Data Collection
”
14 API Complete API Calls Large - Multiple API Calls Complete Product Integration
”
15 Social Listening Twitter None - Enter Twitter @username Social Media Sentiment Map/#Event Sentiment
1
See “Create Your First API Survey Token”
2
See “Retrieve Filtered Responses Using API”Data I/O Scope : Cloud Integrations - Ticketing/CRM/Marketing
Key Facts:
Ÿ CRM -vs- CEM: All CEM data is on-demand, i.e only upon survey token(i.e invite) crea on or upon
a customer responding to a survey will addi onal detailing start, not before, CloudCherry as a
CEM system does not act a system of records for en re universe of customers - which is CRM.
Ÿ Unlike CRM's, CEM Systems do not hold data of customer who do not opt to voluntarily interact
with it; if there is a record in CEM system, it means a customer voluntarily took me to
understand / read and answer the survey ques onnaire - i.e conscious human ac on.
Ÿ CEM systems never bulk query/copy data from even fully integrated CRM’s preemp vely.
Ÿ CEM analy cs works on basis of sampling, than interviewing every customer there is; a 5%
randomized sample response rate is considered good sta s cally to base decisions upon, thus at
no point in me will a CEM system hold data on all customers - 100% of popula on.
Outbound
HelpDesk/Ticketing
Ÿ Open support tickets in Helpdesk on (Example) Open tickets for customers
triggers from CloudCherry on a real- who may rate as detractors, letting your
time basis Outbound staff pro-actively attempt to make
things right.
Survey Outbound Ÿ Set up workflows with in CRM and send (Examples)
CloudCherry surveys real-time to your
Two-way Inbound
CRM / System of Records
customers Survey 1. Send surveys from within CRM
Ÿ Push data received in CloudCherry into with rich details from CRM(ex: Add
CRM real-time Outbound a age-group).
Ÿ Set up notifications in CloudCherry and
create tickets in Salesforce Service Cloud. 2. Open tickets for customers who
Updates made in the Salesforce ticket will may rate as detractors, letting your
flow back into the corresponding staff pro-actively attempt to make
CloudCherry response. Two-way things right.
Ÿ Identify customer cohorts in CloudCherry
and push these into Salesforce marketing 3. Slice/Dice CX Data to build
cloud to create targeted marketing targeted marketing campaigns.
campaigns Outbound
Outbound Ÿ Identify customer cohorts in CloudCherry (Example) Slice/Dice CX Data to
Marketing
and push them into Marketo marketing build targeted marketing
cloud to create targeted marketing campaigns.
campaigns Outbound
All logos, trademarks and registered trademarks are the property of their respective ownersData I/O WildCard / On-Premise Integrations
Integration with any on-prem/cloud software (ERP/CRM) is possible if it
offers a scheduled/sliced CSV export(almost all enterprise solutions do)
Account Analy cs Store System of Records
On-Premises/On-Cloud Store On
Œ
On Premises
Place CSV/XLS on SFTP/S3/Azure
Setup One-time/Recurring Schedule
CSV Export on Select Sliced/Logic
Business
Manager
CX Analytics Customer
Func onalID vs Department Status Time
Dashboard Access
122XXXX Sales Resolved 90s
123XXXX Reten on Lost 5 mins
Complete Interaction Experience Pickup and Map
w
NOT FILLED
122XXX
Department : Sales
Outcome: Resolved
Upon Finding New CSV File
Time: 90 Seconds
Topics: Branch, Teller
How likely would you recommend us to
Answered Tell us how we can make your
experience even better!
https://nps.bz/DM-XYZ
CLI Dispatcher
FILLED
your friends and family ?
Have a great day ahead! ..
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
1...to..Million -OR-
Gaining Happy Customer Personalized Survey On Premises Cloud
Survey Invites Dispatched
Delivery Work ow Dispatcher
Complete Interaction Experience
NOT FILLED
123XXX
Department : Reten on
Outcome: Lost
Time: 5 Minutes Answered We’re sorry to see you go, share
Topics: Branch, Teller
what we could have done
How likely would you recommend us to better ?
FILLED
your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
https://nps.bz/DM-XYZ
Not at all Maybe Yes,Sure!
All logos, trademarks and registered trademarks are the property of their respective owners
Loss of Sale Survey
(Department Retention)Survey Pattern #1
In-Store/Location - Service Experience Survey
Œ
Customer
For Billing
Customer POS Staff
Complete Pre-Fill
(ex: value, bill #,
membership #)
Store Token: CC-23456
Op onal
Would you like to fill a survey ?
Sure, Show me now Would you like to take our short No, Email/ No SMS Me
experience survey while we complete
your billing ?
14th Jan 2014
root@nagendra.com
Emailed : Please Take our survey here
h p://CloudCherry.net/CC-23456
At Home/Office or
On Mobile Survey
Comple on
Op onal Op onal
Pre-fill Contextual Info Using API Pre-fill Contextual Info Using API
(Whitepaper Page #22) (Whitepaper Page #22)
POS/CRM/DatabaseSurvey Pattern #2
Post Purchase Product/Sevice Experience Survey & Loyalty Incentive
Œ
Customer
For Billing
Customer POS Staff
Including value, bill #,
POS Pre-Filled
Unique Token
purchase.
Op onal
Bill w/ QR Survey
Café Beta
Bill 23456 Apr 4th 2016
Emailed : Your Discount Code : NXT5OFF
1. Cappuccino x2 $10
SubTotal $10
(enhance repeat sales)
Service Charge $2
Amount Due $12
******
5% Off on Your Next Order
Scan QR code on
your phone to
complete a short
ques onnaire
Or visit h p://CloudCherry.NET/RK-61952
At Home/Office or
On Mobile Survey
Comple on
Survey Pattern #3
Online Website/Purchase Experience Survey ( MicroCherry )
Œ
Engaged Customer
One question for you ...
How likely would you recommend us to
your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
Post ac vity trigger : Not at all Maybe Yes,Sure!
Customer - Page Visit
- Page Scroll
- On Checkout
- About to leave
- Delayed
- Sampled Traffic
Unobtrusive
Disappears in few seconds
on no-interaction
One question for you ...
Find out how you can convert How likely would you recommend us to
your detractors your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
Query Only Detractors
(You can also read
