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 session replays. 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

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
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% 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=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.

Important to note that if you make use of the usabilla_live setEventCallback function to grab survey data that you push to 3rd party analytics tools, then you may need to make a change to the code logic, but only if the Contentsquare tag loads before your definition of this function. This function can only be defined by one party at a time and any additional definitions of it are overwritten so only one will win. To solve this please see this code example below of how to solve that:

var usbIframe = document.getElementById("lightningjs-frame-usabilla_live");

function getUSBCallback() {
    var usbCallback = usbIframe.contentWindow.usabilla_live_settings.eventCallback;
    return usbCallback;
}

if (usbIframe && usbIframe.contentWindow && usbIframe.contentWindow.usabilla_live_settings) {
    var newUSBcallback = (function () {
        var cachedCallback = getUSBCallback();
        return function (category, action, label, value, userData) {
            if (cachedCallback) {
                cachedCallback.apply(this, arguments);
            }

            if (action == "Feedback:Open" || action === "Campaign:Open") {
                //Do what you want here then update the local custom data property with your own and its value like this:
                if (usbIframe.contentWindow.usabilla_live_settings.local_data && usbIframe.contentWindow.usabilla_live_settings.local_data.custom) {
                    usbIframe.contentWindow.usabilla_live_settings.local_data.custom.ADD_CUSTOM_PROPERTY_HERE = ADD_VALUE_HERE;
                }
            }

            if (action == "Feedback:Open") {
                //Do whatever you want here
            }

            if (action === "Feedback:Success") {
               //Do whatever you want here              
            }

            if (action === "Campaign:Open") {
                //Do whatever you want here
            }

            if (action === "Campaign:Page Switch") {
               //Do whatever you want here
            }

            if (action === "Campaign:Success") {
                //Do whatever you want here
            }
        };
    })();

    window.usabilla_live("setEventCallback", newUSBcallback);
}

Verifying it works

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

If you have replay enabled then you will receive a replay link in GetFeedback Digital (Usabilla).

You can see it like this in the campaign report

You can see it like this in the feedback results

Feedback supports

NPS Ratings
Performance Ratings
Mood Ratings

Campaigns support

Text Input fields
Textarea fields
Select Dropdowns
Radio Buttons
NPS Ratings
Regular Ratings
Matrix Ratings
Mood Ratings

Articles in this section

GetFeedback Digital (Usabilla)