Category: Voice of Customer
This integration is only available for Web projects
What to expect
This integration will help you to better contextualize customer feedback in your VOC with CS Contentsquare Session Replay. Contentsquare’s two-way integration with your VOC adds a visual layer to your Voice of Customer analysis, making customers’ feedback actionable by understanding real customer behavior and visualizing experiences through session replay and Contentsquare’s suite of advanced analytics tools. With an in-depth look at the behavior and in-page experience of these visitors, you can pinpoint specific website elements that cause customer struggle and take action faster to optimize the customer experience.
What we collect
Dynamic Variables
| Key | Value | Data Type |
| FB_CF_Feedback Invite Displayed | Survey ID : p480788056 | Text |
| FB_CF_Feedback Invite Accepted | Survey ID : p480788056 | Text |
| FB_CF_Feedback Invite Declined | Survey ID : p480788056 | Text |
| FB_CF_Feedback Displayed | Survey ID : p480788056 | Text |
| FB_CF_Feedback Completed | Survey ID : p480788056 | Text |
| FB_CF_Question: {Question} - ID: {id} | Answer : {Answer} | Text |
| FB_CF_Feedback NPS Rating - Survey ID : {ID} | 5 | Number |
| FB_CF_Feedback NES Rating - Survey ID : {ID} | 3 | Number |
Artificial Pageviews
In order to have artificial pageviews triggered for these options below, you will need to ask your Contentsquare CSM or Support to enable a feature which will allow these to be sent. Note that these are specifically for usage in the Journey Analysis module of the Contentsquare application.
| Trigger | Query String |
| Feedback Invite Displayed | cs_confirmit=feedback_invite_displayed_{Survey ID} |
| Feedback Invite Accepted | cs_confirmit=feedback_invite_accepted_{Survey ID} |
| Feedback Invite Declined | cs_confirmit=feedback_invite_declined_{Survey ID} |
| Feedback Displayed | cs_confirmit=feedback_accepted_{Survey ID} |
| Feedback Completed | cs_confirmit=feedback_completed_{Survey ID} |
What we send
Session replay
To properly make use of the replay feature you need to either have 100% collection ratio or ETR (Event Triggered replay), please talk to your CSM about this.
URL Example: https://app.contentsquare.com/quick-playback/index.html?pid=3771&uu=cc912cdb-ee03-a739-a659-ad2a5b1f08bb&sn=12&pvid=1&recordingType=cs&vd=cf
Implementation
Implementation Steps
There are 2 steps to enabling this integration.
Step 1
Please go to the section How to request an integration to see the instructions to enable this integration. You can then return here once completed.
If you have already completed the step above then continue below.
Step 2
Verifying it works
You can use the chrome extension to check the results are sent to CS