Mopinion

Category: Voice of Customer

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_MO_Feedback Displayed	SURVEY ON SEARCH	Text
FB_MO_Feedback Trigger Method	exit	Text
FB_MO_Feedback Submitted	SURVEY ON SEARCH	Text
FB_MO_Goal Completion Rate	Yes	Text
FB_MO_Regular Rating	5	Number
FB_MO_NPS Rating	3	Number
FB_MO_Customer Effort Score	6	Number
FB_MO_Customer ID	{ID}	Text
FB_MO_Survey ID	{Survey ID}	Text
FB_MO_{Question Title}	{Answer}	Text

Artificial Pageviews

Trigger	Value
Feedback Displayed	cs_mopinion=feedback_displayed_{Form Name}
Feedback Submitted	cs_mopinion=feedback_submitted_{Form Name}

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=mo

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

Configure the Mopinion surveys by completing the steps below.

Open Mopinion and configure each survey you want to track with a replay link.

Access the integrations section in the survey settings

Look for Contentsquare and enable it

Verifying it works

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

Inside of Mopinion you will see a replay link in the feedback results

You can also see it in the data export