Category: Voice of Customer
What to expect
Customer journey insights are finally becoming operational at scale. Combining data from Contentsquare and GetFeedback Digital helps CX professionals quantify and discover the reasons why customers are experiencing friction and dropping off along their journey with your brand. Through the GetFeedback Digital & Contentsquare integration, combine quantitative and qualitative data to attribute conversion & revenue to specific points of friction in the customer journey and prioritize which elements to enhance or eliminate. This integration offers two methods. One method includes sending GetFeedback Digital data to ContentSquare and the other method also includes sending the ContentSquare replay link to GetFeedback Digital, which allows you to view the recorded session. The integration is enabled by ContentSquare Support or your ContentSquare CSM.
What we collect
Dynamic Variables
| Key | Value | Data Type |
| FB_UB_Feedback Displayed (All Surveys) | true | Text |
| FB_UB_Feedback Submitted (All Surveys) | true | Text |
| FB_UB_Feedback Mood Rating | 1 | Number |
| FB_UB_Feedback NPS Rating | 5 | Number |
| FB_UB_Feedback Performance Rating | 3 | Number |
| FB_UB_Campaign Displayed | a26a6fab6a05 | Text |
| FB_UB_Campaign Submitted (All Campaigns) | true | Text |
| FB_UB_Campaign Submitted | a26a6fab6a05 | Text |
| FB_UB_Widget Displayed - ID: 608fdbb85a7f96296a041 | true | Text |
| FB_UB_Widget Submitted - ID: 608fdbb85a7f96296a041 | true | Text |
Artificial Pageviews
| Trigger | Value |
| Campaign Displayed | cs_usabilla=campaign_displayed_{label} |
| Campaign Submitted | cs_usabilla=campaign_submitted_{label} |
| Feedback Displayed | cs_usabilla=feedback_displayed |
| Feedback Submitted | cs_usabilla=feedback_submitted |
What we send
Session replay
To properly make use of the replay feature you need to either have 100% recording ratio or ETR (Event Triggered Recordings), 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=ub
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.
Please note that if you wish to track In-Page Widgets that you will need to explicitly request this to be enabled in the integration by the support team. The reason it is not on by default is due to the fact that enabling this will cause your widgets to reload and possibly flicker slightly, it may not be noticed but it is up to you whether this is acceptable or not. If it is not acceptable then please do not request to enable the In-Page Widgets feature in the integration. This is currently a limitation with GetFeedback and we are trying to improve that with discussions with our partner.
Verifying it works
You can use the chrome extension to check the results are sent to CS
- NPS Ratings
- Performance Ratings
- Mood Ratings
- Text Input fields
- Textarea fields
- Select Dropdowns
- Radio Buttons
- NPS Ratings
- Regular Ratings
- Matrix Ratings
- Mood Ratings