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

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.

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=mfb

Implementation

Implementation Steps

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

Configure your surveys in Skeepers (MyFeelBack) by completing the steps below.

Creating a Contentsquare Replay Attribute

Note that this part is to collect replay links if there is replay creation taking place so if you wish to make use of this feature you will need to talk to your CSM at Contentsquare about possibly increasing your collection ratio in order to further benefit from this integration. This part is not a requirement for the basic integration to work, however it is a powerful added benefit.

In your Skeepers (MyFeelBack) account go to Campaigns and select the campaign you want to install the integration on.

If you want it on all then repeat these steps for each campaign.

Once in the Campaign click on Segments and then depending on whether you have existing segments or not, choose the relevant option to either Create a new segment or Edit an existing one.

You do not need to create a segment solely for this integration, you can use an existing one.

In the popup you now need to create a new attribute so click on Create new

In the attribute name type or paste Contentsquare Replay Link

This should then automatically create the required system name which will be contentsquare_replay_link

Make sure this attribute has the exact settings you see in the screenshot below, do not change it to anything else

Then press Save and attach

You should then see this attached to the segment

You now need to generate a new Skeepers (MyFeelBack) tracking tag to add to your tag manager so it contains the updated attribute.

To do this go to Settings then Deployment tag then you should see your generated tag with a new property.

Copy that code and insert it into a code editor as you need to now add the following Javascript code to the new property in place of the word undefined

sessionStorage.ContentsquareReplay

Copy that code and update it in your tag manager where you have the current Skeepers (MyFeelBack) tag already. You can then release that code change to production.

Contentsquare will generate the session storage item for you once it is enabled on our side.

Configuring actions to trigger the integration

This part of the integration will allow you to trigger dynamic variables for when a survey is displayed and submitted, as well as the questions and answers of your choice to be sent.

A recommended option here is to push your CSAT or NPS rating questions to Contentsquare for segmentation by rating values.

The next part will let you set a trigger for when the survey is displayed.

1) To do this go to Campaigns then Actions and then Add new action

2) First create an On page load action under When by selecting it then click on Add new action under Then

You can of course use the If condition also if you need.

For example if you are making use of the replay link feature from above and you only want your surveys to appear if there is a replay link available in the browser then add the following If condition

If you don't want to do this then skip to step 3.

Click Attribute

Then set Attribute to the Contentsquare Replay Link you created and set If to be different from and leave the Value field empty.

Press Validate and move on

3) After clicking Add new action click on Tracking analytics

4) Choose Contentsquare from the Application drop down menu

In the mfb_survey and Page identifier fields you can either make use of the automated MFB variables to dynamically get the names or you can manually customize the values to what you want them to be.

To use the dynamic variable format copy these into the fields as you see in the screenshot above

[#campaign.name]

[#page.name]

Press Validate once done

The next part will let you set a trigger dynamic variables when the survey is considered as submitted based on the settings you have in your survey buttons

5) Click Add a new action

Choose On page submit in the When option and then Add new action

Click on Tracking analytics

Choose Contentsquare from the Application menu and SUBMIT_BUTTON from the Event type menu

Insert the same Campaign name and Page identifier as you did in the first one above by either using the same dynamic variable name format or manually enter the exact same as you did in the one above.

The next part will let you trigger dynamic variables when certain (or all) questions are answered, either in real time or at the end of the survey, based on the settings you have in your survey buttons

6) Simply add a new action as you did above

Choose On page submit in the When option and then Add new action

Then choose Contentsquare from the Application menu and FORM_FIELD_SUBMIT from the Event type menu

Now you need to choose the relevant question you want to trigger a dynamic variable for. The question name and answer will be sent to Contentsquare.

This is where you can select your CSAT rating question as an option.

In the mfb_survey and Page identifier fields you need to use the exact same ones as you used for all other options above.

To use the dynamic variable format copy these into the fields as you see in the screenshot below

[#campaign.name]

[#page.name]

[#formField.label]

Once done press Validate

If you want to add more questions then you need to repeat the same steps you just did above from step 6 and each time choose a different question.

Once you have completed adding as many actions as you need, press Save actions

This is then deployed live instantly.

Please note that if you wish to change the timing of when a specific question submits it's value to Contentsquare, you can do this by going to the survey pages in the Content section

Choose the page you want to modify and edit the Button

Depending on when you want the value to be sent to Contentsquare, you will need to pick one or other of these options

Submit and go to page will immediately submit the value of the answer selected by the visitor to Contentsquare. So if they don't complete the survey then you will still have this value collected in Contentsquare

Go to page will not submit the value to Contentsquare at this point but only once the visitor reaches the very end of the survey. So if they never complete the survey then you will never get this value in Contentsquare for those visitors.

Verifying it works

You can use the chrome extension to check the results are sent to CS

You can also see them in data exports