Track Customer Responses (Web Channel)

When you are using MXO to present the most relevant conversation to a customer 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, on the web you can track how a customer responds to an offer by clicking on different parts of the optimization displayed. In the call center, you can register that a customer is not interested in a particular offer, by tracking a negative response.

For web Touchpoints, you configure the tracking of customer responses on a per asset basis by adding response markup to the configuration for that asset.

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. Add the required markup in the Asset Markup section.For example, the markup below provides three options and the ability to send "None" outside those three options:

    
<div one-asset-response="none">​
<div> Interested in receiving brochures? </div>​
<div one-asset-response="positive">Yes!</div>​
<div one-asset-response="neutral">Not right now</div>​
<div one-asset-response="negative">No thanks</div>​
</div>

  5. Click Save.