Other Use Cases and Examples

Experience management offer over 300 open APIs that enable you to make use/integrate/improve every function that is possible on the official app & official web insight center.

• Setup/manage questionnaires for data collection
• Gather & collect feedback data using API
• Issue unique tokens with bills(PoS Integration)
• Statistically analyze collected data & generate reports
• Add & manage real-time notifications & settings
• Export reports or analysis or raw data
• Setup/Manage Sub-Users & Roles

Here are some popular use cases that our customers have consumed our APIs for.

1. Programatically creating survey tokens and submitting survey responses to Experience Management

Experience management users with read/write access have the privilege to create questionnaires (surveys). You may create a survey token against any of the existing questionnaires. A survey token is an entity that encapsulates the details of all the questions that are available in that questionnaire.

Once you have a survey token, following are some of the possibilities:

• The survey token can be used to render the survey to the end customers using one of the standard Experience management channels such as web survey, microsurvey, etc
• You could create an Experience Management web survey link and send it to customers over email or SMS or any other preferred communication channel

1.1 Programatically create survey tokens real-time and retrieve the survey link

Every organization has its system of record like CRM system, ERP system, Big data collection, etc. The system of record will have a wealth of data regarding the customers, various business transactions, financial records, etc. To improve insights derived from Experience management platform, brands can choose to add contextual (transaction, demographic, financial) information available in these 3rd party systems as prefills while creating survey tokens.

Once these survey tokens are retrieved, the brand could choose to do various actions based on the capabilities of the 3rd party system itself.

• Add the survey link as a value within the 3rd party system which can then be consumed by a workflow set up within the system
• Embed the survey link within a marketing campaign

Detailed guide for how to programatically create survey tokens real-time and retrieve the survey link

1.2 Programatically create survey tokens in bulk and retrieve the survey link

Enterprise organizations deal with large volumes of data and transactions. In such high-volume scenarios, bulk operations are preferred.

Please note that Experience Management offers an open source solution for bulk dispatch of survey links over email and sms. Please refer the related user guides and technical guides. The open sourced Invitations module is available here

Detailed guide for how to programatically create survey tokens in bulk and retrieve the survey link

2. Push data into Experience Management

As explained in various sections across the Experience Management University, the more data that can be pushed into Experience management, the richer the insights would be. If the data can be pushed in the context of the experience being measured (survey response or google reviews or social media posts or brand website), the analytics churned out by the Experience management platform would be richer and will improve actionability as well.

We will try to capture some use cases related to pushing data into Experience management.

2.1 Bring your own survey

Experience Management offers 17 different channels to collect feedback from customers. Besides the standard Experience management channels, our clients have the flexibility to build their channel to collect feedback and push data to the Experience management platform.

Various enterprises have very specific needs. There could be websites or mobile apps that are built with very precise UI considerations and a default channel offered by Experience Management (like the micro survey or web survey) might not fit the UI specifications 100%. In these cases, brands can build their user interface that will fit the color schemes and themes of their preference perfectly and collect responses from the customer. Post collection of responses from the customer, the same can be plugged in the reference implementation provided in this document to submit the response to the Experience Management platform.

We are choosing a custom HTML survey as a reference implementation.

Detailed guide for how to bring your own survey

2.2 Import responses into Experience Management

Most of the 3rd party systems in the market offer exporting data out. The data is mostly exported out in either csv/xlsx format or as a JSON. This data can then be imported into the Experience Management platform.

Detailed guide for how to import responses into Experience Management

3. Programatically populate answers in Experience Management

Integrating experiential data with transactional data makes the insights richer and derives better actionability and hence improves the ROI of your CEM program. The transactional data can be pulled from 3rd party systems and added to the survey responses in Experience Management. Since data is added to an existing survey response, we call it “post-filling a response”.

This document describes some of the popular use cases for post-filling a response and also provides a reference implementation to achieve the same.

3.1 Post filling a response with custom logic to populate answers

Once a customer responds to a survey, a response is created and submitted to Experience Management platform. Experience Management platform has a feature called “General Notifications” using which a “Response Notification” can be created. This notification can invoke a 3rd party API webhook. Conditions can be set to either target a segment of customers or for all the customers.

There are many possible use cases for post-fill a response. We will be covering an airlines and an e-commerce use cases where post-filling a response using a custom logic helps get additional insights.

Detailed guide for how to post fill a response with custom logic to populate answers