Medallia

Category: Voice of Customer

This integration is only available for Web projects

What to expect

Contentsquare’s two-way integration with Medallia 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_MD_Feedback Button Clicked	Survey ID : 7918	Text
FB_MD_Feedback Invite Displayed	Survey ID : 6682	Text
FB_MD_Feedback Invite Accepted	Survey ID : 6682	Text
FB_MD_Feedback Displayed	Survey ID : 7918	Text
FB_MD_Feedback Submitted	Survey ID : 7918	Text
FB_MD_Feedback UUID	0002-0e0d-de1e-8f81-5274-74e5-8dc5-6f4f	Text
FB_MD_Form Type	AlwaysOn	Text
FB_MD_NPS Rating {Rating Name}	5	Number
FB_MD_Rating {Rating Name}	7	Number

Artificial Pageviews

If you want to trigger the artificial pageviews below, you will need to ask your Contentsquare CSM or Support to enable the option in the integration settings to allow this.

Trigger	Query String
Feedback Button Clicked	cs_medallia=feedback_button_clicked_{Survey ID}
Invite Displayed	cs_medallia=feedback_invite_displayed_{Survey ID}
Invite Accepted	cs_medallia=feedback_invite_accepted_{Survey ID}
Feedback Submitted	cs_medallia=feedback_submitted_{Survey ID}

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=md

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

Contact your Medallia account manager and request that they enable the latest Contentsquare integration on your surveys.

Make sure with them that the following APIs are enabled on your account / tag.

• MDIGITAL.CUSTOM_EVENTS including the question and answer data in the response of the MDigital_Submit_Feedback custom event
  
• Ratings API

Verifying it works

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

If you are using the replay feature then you should see this in your survey responses in your Medalia account. Note that it may say ClickTale but this will be changed soon by Medallia to say Contentsquare, we apologize for the inconvenience.