Close the loop and act on customer feedback by using this exciting integration between Touchpoint and CX.
You can now use Touchpoint data as a data source in the CX Rules Engine. The overall process is as follows:
- In Touchpoint, create and distribute activities.
- In CX, set up rules using Touchpoint activities as
data sources.
The rules specify who to follow up with, the conditions under which follow-up should occur, and which actions to trigger. You can use any screen type in the Rules Engine except for Multiple Choice Text Question.
- Touchpoint response data is pushed to CX in as close
to real time as possible.
There may be a latency of up to one hour.
- CX automatically creates follow-up emails, Salesforce cases, Slack messages, or other actions that are triggered by specific customer responses.
For this workflow to work, a unique identifier value must be available for activity participants:
- If the unique identifier
exists in a CRM, and you are distributing the activity on a website, you can
add the identifier to the Touchpoint code snippet. Examples of unique
identifiers include email, loyalty number, or client number. You may need an
app developer from your organization to help you. For more information, see
Touchpoint website
integrations (admin version).
The value is passed to Touchpoint and captured. The participant needs to have the activity open and be engaging with it long enough for the ID value to get passed. The pass-through happens very quickly. However, on the small chance that the respondent closes the activity too quickly, the ID value will be lost.
- If the activity is distributed to anonymous participants through a link, you can include an Email Entry screen. This provides a unique identifier and a way of following up with participants.