Track Customer Responses (Mobile and Assisted Channels)

When you are using MXO to present the most relevant conversation to a customer (what we call the Next Best Conversation or NBC for short) you may want to track how the customer responds to that conversation.

Whenever your organization interacts with a customer, MXO can track how the customer responds to the conversation. For example, in a mobile app you can track whether or not a customer responds positively to an offer by clicking on the optimization displayed. In the call center, you may want to register that a customer is not interested in a particular offer, by tracking a negative response.

For mobile and assisted Touchpoints, you configure the tracking of customer responses on a per asset basis and can specify where a customer is redirected based on their chosen response.

How can I redirect customers?

You can redirect customers from their current context, as follows:

  • Send user to a Web Touchpoint. Redirects a customer from, for example, your mobile app to your main web site to fill in an online quote form when a user shows positive interest in a renewal quote for home insurance.
  • Send user to a non-Web application. Redirects a customer from, for example, your mobile app to a call center agent, by opening the phone app. For example, connecting the customer to a call center agent when they ask for more information about a promotional offer.
  • Set MXO interaction context. Enables a call center agent to refresh the list of NBC's for a customer based on their previous responses. For example, if a customer expresses an interest in credit cards, refresh the list of NBC's to show offers related only to credit cards.
  • Send user to a url in the current application. Redirects a customer to different URL in the current application or in the call center agent interface. For example, if a customer clicks on a product recommendation in a mobile phone app, you can redirect them to the "Buy now" page.

Configure the tracking of customer responses

  1. In MXO, choose Orchestrate.
  2. Click Assets.
  3. Click on the Asset for which you want to track customer responses.
  4. Expand the Track Customer Response section.
  5. Switch on the responses you want to track. Positive responses are enabled by default.
  6. Provide the following details for each response:
    FieldDescription
    LabelA label to include in the Asset shown for this response. For example: Interested, Not discussed, Not Interested for display in the call center agent interface.
    Target URLThe URL to which a customer is redirected for this response.
    ContextThe context in which the target URL is opened for this response. You can configure MXO to Send user to a web Touchpoint, Send user to a non-web application, Set MXO interaction context or Send user to a url in the current application.
  7. Click Save.