Share to social networks

Share functionality encourages your customers to share their positive service experiences on X and Facebook. While you can choose to offer sharing in either X or Facebook, we encourage you to offer sharing in both, since this gives you the highest opportunity to drive shares.

Work with your marketing team to suggest language for your customers to share over social channels. Customers can customize this language before they post, but having a compelling suggested language helps to increase share rates, and enables you to control messaging more closely. Suggested language typically falls into two areas:

• Brand building — Messaging that highlights the great service the customer received, including the name of the team member that helped the customer. This type of messaging helps to reinforce your focus on service excellence and ensures potential customers are familiar with your brand.

• Driving sales — Messaging that includes a discount code or a link to special offers, which help drive leads to sales.

Complete the following steps to configure social sharing:

1. On the Marketing page, select the Share to social networks toggle switch.

2. Toggle the Twitter switch On.

3. Enter your X handle and default text for sharing.

   Customers can edit this text before sending the tweet.

4. Toggle the Facebook switch On.

5. In the Share link field, enter the URL you want embedded in customers' shared Facebook posts.

6. In the Hashtag field, enter a hashtag you want included in Facebook posts.

7. In the Quote field, enter the text you want added to customers' shared Facebook posts.

   Customers can edit this text before posting.

8. Click Save when finished.

   The thank you page of your survey now includes links to share on social networks.

The following image shows an example of social sharing in Facebook:

Custom referrals in social sharing

Optionally, work with your Agent Connect Client Success Manager to use custom referral codes when sharing in social networks. For example, you might want different referral codes for specific customers.

1. Update the customer data you send to Agent Connect to include a specific custom_id referral code for each customer.

   For example:

   {
     "customer": {
          "name": "Jane",
          "email": "janecustomer@example.com",
          "custom_id": "JANE83"
     },
     "channel": "phone",
     ...
   }

2. Ask your Agent Connect Client Success Manager to enable this feature.

   When the feature is enabled, the Marketing page includes a new Referral codes tab.

3. On the Referral codes tab, configure social sharing as described above, and include the %extCustomerId% variable in the text you would like to share.

   This variable inserts the custom_id referral code appropriate for the customer.

Follow in social networks

If you are focused on increasing your social followers, select the Follow in social networks toggle switch. While you can choose to enable following for either X or Facebook, we encourage you to use both, since this gives you the highest opportunity to increase your followers.

Consider the following best practices when using following in social networks:

• Consider your marketing objectives when developing your social strategy. For example, you might be trying to acquire new customers, build your brand, improve customer loyalty, and so on.

• Test different social messages regularly to maximize your share rates.

• Track results using SC tracking links or codes.

• Consider incorporating hashtags that are associated with specific campaigns, promotions, or taglines your company is currently highlighting. Rotate these hashtags as needed to keep your message fresh.

• Encourage your social team to like and respond to as many posts as possible to amplify the impact.

Complete the following steps to configure social following:

1. On the Marketing page, select the Follow in social networks toggle switch.
2. Toggle the Twitter and Facebook switches On.
3. In the Handle field, enter your company's X handle.
4. In the Facebook Page URL field, enter the URL of your company's Facebook page.
5. Click Save when finished.

   The thank you page of your survey now includes links for customers to follow your company on social networks.

Redirecting 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

1. On the Marketing page, select the Direct traffic back to your site toggle switch.

2. Select a Link type.

3. 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 customers to click on the thank you page of the survey.

     Make sure your images 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.

4. In the Link to site field, enter the URL you want as the destination for customer clicks.

5. 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.

6. 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

As an advanced configuration, you can update the link and text of your redirect for each survey. This gives you an enhanced 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, begin by updating your API integration to send the correct link 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, set 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.