Marketing features
Increase brand awareness with social sharing, marketing redirects, and referrals.
While the primary use of surveys is to gather performance data that helps you motivate and coach your team, you can also use Medallia Agent Connect to drive sales, improve customer loyalty, and increase brand awareness by:
- Sharing to social networks
- Following in social networks
- Redirecting customers
- Sending referrals
Marketing features are configurable on the Marketing page (Settings > Marketing). To drive the best results, use one marketing option at a time. You can, however, switch between marketing features as often as you like.
Social media features
Agent Connect includes social media features to build brand awareness, increase sales, and boost the number of followers for your brand on social media platforms.
This social functionality is split into two categories: Share to social networks and Follow in social networks.
To learn more, see Social media features.
Redirect respondents
Using the redirect feature in Agent Connect, you can drive sign-ups to your loyalty program or push your latest special offers and promotions.
Standard redirect configuration
On the Marketing page, select the Direct traffic back to your site radio button.
Select a Link type (Text or Image).
Do one of the following, depending on the Link type you selected:
If you selected "Text", enter the link Text you want customers to see on the thank you page of the survey.
If you selected Image, click Upload, then select an image you want to place on the thank you page of the survey.
Tip: Use a standard Interactive Advertising Bureau "medium rectangle" size of 300x250 pixels. For best results with other sizes, use a 6:5 ratio, such as 180x150 pixels.
In the Link to site field, enter the URL you want as the destination for customer clicks.
Optionally turn On the Include generic tracking field.
Use this option only if your company URL does not include tracking tags that attribute new traffic back to this source. Work with your company marketing team to determine whether your URL includes tracking.
Click Save when finished.
The thank you page of your survey now includes a link (as text or an image) that redirects customers to your website, as seen in the example below:
Advanced redirect configuration
It is possible to update the link and text of your redirect for each survey. This gives you the ability to target customers with relevant marketing actions specific to them at the end of a survey. For example, you might want to redirect customers in one region to a different website than customers in another region.
To use this option, update your API integration to send the correct link and marketing text for each survey. Send requests to the Agent Connect endpoint at https://api.stellaconnect.net/v1/requests using the following format. The required updated fields are near the bottom, in bold.
{
"customer": {
"name": "Jane",
"email": "janecustomer@example.com"
},
"employee": {
"custom_id": "522743",
"email": "paulagent@blancapeak.com"
},
"channel": "chat",
"ext_interaction_id": "5000f00001ClBXZ",
"external_url": "https://na63.salesforce.com/5000f00001ClBXZ",
"do_not_send": true,
"tags": [
"product-defect",
"return",
"vip"
],
"brand": "blancakids",
"language": "en",
"country": "us",
"custom_properties": {
"marketing_text": "Click here to join our loyalty program!",
"marketing_url": "https://www.example.com"
}
} On the Marketing page, configure the following fields and click Save:
Make sure the Link type field is set to Text.
If you are using customized text, in the Text field enter %custom_properties.marketing_text%.
If you are using customized links, in the Link to site field, enter %custom_properties.marketing_url%.
Make sure the Include generic tracking field is Off.
Friendbuy referrals
Agent Connect is integrated with Friendbuy, software that helps drive customer referrals. If your company uses Friendbuy, you can include a referral widget directly on the thank you page of your Agent Connect survey.
