Category: Voice of Customer
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
| Trigger | Value |
| 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% 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=md
Implementation
Implementation Steps
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
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.