customer experience management · java lib rest/json cem dashboard insigh ts & analycs cem data...
TRANSCRIPT
Customer ExperienceManagementTechnology Architecture & API
Jun 28th 2019
Nagendra C L, CTO/Chief Architect
2020 Cisco and/or its affiliates. All rights reserved.
Content Overview
Technology Infrastructure Performance
Open API Advanced API Survey Channels/Dispatch
Introduc�onOpenAPI Pla�ormArchitecture Data Residency
Opera�onal RegionsGlobal PaaS Benchmarks
Security
Survey TokensData Slice & Dice
Access ControlQues�onnaire
Context Pre-FillsReal-�me PushSSODelivery WorkflowGranular Authoriza�on
Channel ComparisonData I/O
Sliced Marke�ngContact Center
Online
In-Store/On Loca�onPost Purchase
Tailored
345
689
1011
13142023
2827
293031
36
41
3839
3433
37
40
2020 Cisco and/or its affiliates. All rights reserved.
Introduction to CEM Analytics Platform
Data Acquisi�on Services API
ManagementServices API
CloudCherryAnaly�cs Engine
Paper Survey
Email Survey
Web Survey
Tablet Survey
API
Aquire Analyze Insight
Real�me Analy�cs
Drill Downs
RT No�fica�ons
Excel Reports
API
è Technology Stack & Architecture
Œ � Ž
Cloud Cherry’s Customer Experience Management Analy�cs Pla�orm(CEMP) enables brands & businesses to perform real-�me acquisi�on of Customer Experience(CX) data from their customers using mul�ple channels to acquire, engage & analyze their customers.
Ÿ Real-�me data analysis help businesses understand how customers perceive their products so that they can adapt them, or their marke�ng, if need be highly curve fi�ng their marke�ng or servicing spends.
Ÿ Tracking enterprise-wide insights on single dashboard saves lot of �me to manage quality across wide array of loca�ons servicing customers.
Why Collect & Analyze Data Real-Time ?
Ÿ Real-�me data allows you to engage customers in an almost one-on-one, real-�me conversa�on to provide mul�ple chances to amend before any service issues move to be discussed online causing dispropor�onate damage to the brand.
Ÿ Data drill down analysis enables businesses to perform pre-impact risk analysis before tweaking any offering to iden�fy what areas cause the most commo�on or happiness to customers, which an non-real-�me overall sa�sfac�on score can’t iden�fy and only shows up in a�ermath.
2020 Cisco and/or its affiliates. All rights reserved.
REST API
Analyze Insight
NOSQL
Data Acquisi�on Services API
ManagementServices API
JSON
Import Exis�ng Data3rd Party Developer Integra�on
Na�ve - Android - iOS - Windows
CloudCherryAnaly�cs Engine
REST API
Export Analyzed Resultsor Raw Data
3rd Party Developer Integra�on
Management DashboardBootstrap, AngularJS
Pla�orm Built On
OPEN API
OPEN DATA
OPEN STANDARDS
Aquire
Big Data StoreTerabyte Ready
TransformSplice
Analyze
CaptureAcknowledgeDigi�ze
Customer Experience Management Analy�cs Pla�orm
Analyze Insight
Pla�orm Built On
Aquire
Azure Web App PaaS
CEM Pla�orm API
Edge Deployment
api.getcloudcherry.com
Swap
Live
Azure DocumentDBAccount Analy�cs Store
Azure Private VNet VM Set
MongoDB Data Store
Availability Set
Azure Cloud Service PaaSAnaly�cs Worker Cloud
+-AutoScale
Analy�cs Workers+-AutoScale
Azure Service Bus
Replica Set
Mes
sagi
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Redis CachePerf
orm
ance
Azure SchedulerAu
tom
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n
Applica�on InsightsMo
nit
ori
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CEM
Op
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getc
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m/a
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OPEN API
REST API.NET SDK
PHP Package
Java Lib
REST/JSON
CEM
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Ch
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Jou
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To
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po
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Web
Voice/Text
Tablet AppTab
Social Listen
Email Gateway
Voice/Text Gateway
Social Listening
WebApp PaaS
Azure Availablity Set
Cloud Service PaaS
+-AutoScale
Customer Experience Management Analy�cs Pla�orm
+-AutoScale
+-AutoScale
15+ Channels+IBM WatsonA
nal
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Encrypted Data Recovery Site Off
Analyze Insight
Globally Available On
Aquire
Res
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CEM
Glo
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California + Virginia Netherlands + Ireland Chennai + Pune Singapore London + Cardiff Toronto + Quebec
api.getcloudcherry.comAzure Traffic Manager
DNS Lookup(which IP do we talk to ?)Œ
�
Azure DocumentDB
Account Analy�cs StoreGlobal Monitored Routes
East USWest USNorth EUWest EUSingaporeSouth IndiaCentral India
20ms100ms120ms140ms150ms600ms160ms
OnlineOnlineOnlineOnline
Online
OnlineDegraded
Talk to East USit’s Online and Super Fast
to your loca�on(20ms)
User (New York)
Service Bus Redis Cache NoSQL Store
East US - Virginia
Service Bus Redis Cache NoSQL Store
West US - California
Azure DocumentDBService Bus Redis Cache NoSQL Store
North EU - Ireland
Azure DocumentDBService Bus Redis Cache NoSQL Store
West EU - Netherlands
Azure DocumentDBService Bus Redis Cache NoSQL Store
SouthEastAsia - Singapore
Azure DocumentDBService Bus Redis Cache NoSQL Store
South India - Chennai
Service Bus Redis Cache NoSQL Store
Central India - Pune
East US - This Way!
Lookup Best Route Right Now
Resiliency Matrix
Single Server
PaaSGlobal PaaS
IaaS
Serv
er Fai
lure
OS Fai
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DC Failu
re
Region Fa
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+
Each Global Region is Independent of OtherData Store Zones are Spread Within Country
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Customer Experience Management Global API
Technology Platform and Architecture
Cloud Cherry’s Customer Experience Management Pla�orm was architected and designed leveraging the best prac�ces of efficient cloud compu�ng, the pla�orm is architected to be open(OpenStandards/OpenData/OpenAPI), to perform (see benchmarks), to be secure (PCI-DSS Level 1) and long las�ng (based upon rock solid enterprise grade Microso�’s Azure Pla�orm).
The pla�orm is offered as a So�ware as a Service(SaaS) solu�on to businesses, while being deployed on the cloud as a Pla�orm as a Service(PaaS) on-top of Microso� Azure. SaaS frees businesses from chores of running a complex IT system just to support data collec�on, and lets’ their technical teams to be�er u�lize �me to develop systems and install interac�ve and dynamic visualiza�on tools that allow decision makers to analyze, view and benefit from the data, than to be occupied collec�ng it.
The pla�orms open philosophy of implemen�ng Open Standards and Open API allows businesses full control to own their data in-contrast to online applica�ons owning the data that customer’s generate; unlike proprietary solu�ons that only facilitates easy collec�on of data, but no way for data to exit, your data is best trusted with open pla�orms that don’t mine it themselves or use it for adver�sing.
CloudCherry SaaS = CEM Analy�cs + Open Standards + Enterprise Reliability from Microso�
Application
Feature Use
DataStore
Runtime
Middleware
OS
Virtualization
Servers
Storage
Networking
$$$$$+
On Premises
Man
aged
by
you
r o
rgan
izat
ion Application
Feature Use
DataStore
Runtime
Middleware
OS
Virtualization
Servers
Storage
Networking
$$$$
IaaS(Infrastructure as a Service)
Man
aged
by
you
r o
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izat
ion
Am
azon
Application
Feature Use
DataStore
Runtime
Middleware
OS
Virtualization
Servers
Storage
Networking
$$$
PaaS(Platform as a Service)
Man
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by
you
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Micro
soft
Application
Feature Use
DataStore
Runtime
Middleware
OS
Virtualization
Servers
Storage
Networking
$
SaaS(Software as a Service)
Man
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by
you
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Micro
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Clo
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Ch
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è Global PaaS Delivered
2020 Cisco and/or its affiliates. All rights reserved.
Web API PaaS
+
-
Serv
ers
Ad
ded
On
Dem
and
Analy�cs PaaS
+
-
Serv
ers
Ad
ded
On
Dem
and
PaaS Region EU
Web API PaaS
+
-
Serv
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Ad
ded
On
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and
Analy�cs PaaS
+
-
Serv
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Ad
ded
On
Dem
and
PaaS Region IN
Global PaaS Delivered
Ÿ De-centralized/Decoupled Design : All regions are independent of each other with compute de-coupled & data store de-coupled.
Ÿ Distributed NoSQL Store - Globally distributed NoSQL data store.
Ÿ Disposable/Stateless Instances : Instances are fully managed where servers are built up & torn down all the �me.
CloudCherry’s CX Pla�orm Deployment is a Global PaaS Deployment.
PaaS itself w/o even being global is possibly the highest form of deployment compared to all other alterna�ves that exist today; PaaS when combined with global deployment, delivers the most rock solid infrastructure performance, reliability and dependability that any analy�cs data pla�orm could hope for in being highly available & infinitely scalable.
Design feature of CX Global PaaS :
Ÿ Performance Caching - Near network performance from edges serving CX (ex: 15ms is a response �me for a survey token on 2nd use onwards)
Ÿ Global & Regional Backplanes - Co-ordina�ng the cha�er within region and within global network.
Red
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Web API PaaS
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Global PaaS
Analy�cs PaaS
+
-
Serv
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Ad
ded
On
Dem
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PaaS Region US
Web API PaaS
+
-
Serv
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Ad
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On
Dem
and
Analy�cs PaaS
+
-
Serv
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Ad
ded
On
Dem
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PaaS Region EU
Web API PaaS
+
-
Serv
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Ad
ded
On
Dem
and
Analy�cs PaaS
+
-
Serv
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Ad
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On
Dem
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PaaS Region EU
Web API PaaS
+
-
Serv
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Ad
ded
On
Dem
and
Analy�cs PaaS
+
-
Serv
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Ad
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On
Dem
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PaaS Region EU
Web API PaaS
+
-
Serv
ers
Ad
ded
On
Dem
and
Analy�cs PaaS
+
-
Serv
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Ad
ded
On
Dem
and
PaaS Region SGWeb API PaaS
+
-
Serv
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Ad
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On
Dem
and
Analy�cs PaaS
+
-
Serv
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Ad
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On
Dem
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PaaS Region EU
Web API PaaS
+
-
Serv
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Ad
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On
Dem
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Analy�cs PaaS
+
-
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PaaS Region EU
api.getclo
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è Global Data Sovereignty
2020 Cisco and/or its affiliates. All rights reserved.
Data Storage, Security, Privacy & Compliance
CloudCherry’s Customer Experience Management Analy�cs Pla�orm provides a solid cloud hosted solu�on to store terabytes of data based upon NoSQL datastore for real-�me retrieval on demand.
NoSQL databases were developed from the ground up to be distributed, scale out databases. They use a cluster of standard, physical or virtual servers to store data and support database opera�ons. To scale, addi�onal servers are joined to the cluster and the data and database opera�ons are spread across the larger cluster. NoSQL databases are built to tolerate and recover from failure making them highly resilient.
Data Ownership & Privacy :
Customer data belongs to you, CloudCherry’s staff does not have access to customer accounts, unless customers share their login/password for assistance in setup or support.
CEM Pla�orm is deployed upon Microso� Azure, with NoSQL cluster on a private VNET (virtual network not accessible to general internet) and Azure has been validated for PCI-DSS Level 1 compliance.
Infrastructure, Network, PaaS Security Safeguards:
Transmission Security :
All API endpoints use HTTPS Secure Protocol with Extended Valida�on(EV), the EV SSL Cer�fica�on is 2048 bit key, with public key signed by GeoTrust using SHA-256. Sensi�ve API Calls are SSL enforced(where it refuses to connect unencrypted), while rest of the call connect in both encrypted and normal mode providing control and choice to the business users.
All Security safeguards and reliability assurances of Microso� Azure Apply to CEM PaaS, Refer to Azure Security, Privacy, and Compliance Whitepaper to learn more. ( )h�p://go.microso�.com/fwlink/?linkid=392408&clcid=0x409
Storage Security :
è Performance Benchmarks
2020 Cisco and/or its affiliates. All rights reserved.
Choice of 5 Continents for Data Residency & Sovereignty
CloudCherry CEM Pla�orm provides more than 5+ global loca�ons as op�on for CEM programs to operate out of, these enable security conscious businesses to maintain control over the loca�on where regulated data and documents physically reside.
Depending on the specific countries in which businesses operate, companies may need to keep certain types of informa�on within a defined geographic jurisdic�on. Addi�onally global API loca�ons also provides shortest latency to improve speed of access to your customers.
Privacy and data residency requirements vary by country and customers of CEM services need to consider the rules that cover each of the jurisdic�ons they operate in as well as the rules that govern the treatment of data at the loca�ons where the CEM service provider provisions their services (e.g., their data centers), with CloudCherry customers can select their choice of loca�on to meet the regulatory requirements.
Sovereign Zones Loca�ons Regulatory Compliance
United States
European Union
Indian Subcon�nent
Singapore(+SE-Asia)
United Kingdom
Canada
API California Virginia +
California + Virginia
Backup Oregon (Encrypted)
API Netherlands Ireland +
Netherlands + Ireland
Backup Frankfurt (Encrypted)
API Chennai Pune +
Chennai + Pune
Backup Mumbai (Encrypted)
API Singapore
Singapore
Backup Singapore (Encrypted)
London + Cardiff
Backup Ireland (Encrypted)Backup
Toronto + Quebec
Backup Oregon(Encrypted)Backup
MTCS Level 3
G-Cloud v6
è Data Storage, Security, Privacy & Compliance
2020 Cisco and/or its affiliates. All rights reserved.
Built for Scale, Lean and Efficient Architecture
For instance, CloudCherry’s Global PaaS API endpoints handle over half million experiences every month with 7 global regions across the world opera�ng as just one. Lean engineering has kept CEM Pla�orm responsive, each and every line has been carefully chosen to be efficient and secure, en�re code base has been performance op�mized and benchmarked before deployment.
CloudCherry is freshly built, without any of bulky legacy pa�erns nor having gone overboard with micro-services - as elegant as it can get - lean, decoupled, distributed and to be global. Just about right mix of efficiency and agility to scale.
è CX Analy�cs Data API
Ac�on Real-�me Compute Response Time*
NPS Net Promoter Score Over 100K Responses 1.00 Seconds
NPS Net Promoter Score Over 200K Responses 2.20 Seconds
NPS Net Promoter Score Over 500K Responses 5.20 Seconds
Lower is Be�er
NPS Net Promoter Score Over 1 Million Resp. 10.40 Seconds
25M + Experiences
140M + Ops/Year
< 100ms Worldwide
Global API Live SnapshotReal-�me Numbers
< 500ms Analytics
Sample snapshot of total response �mes from the pla�orm API end point to a sample test loca�on.
Benchmarked in the Same Region as Data Residency, As Measured on Live Ac�ve/Hot Account
Global API Endpoint : api.getcloudcherry.comCompute Metric : NPS ( Real-�me / High Precision / Not Sampled / Not Cached )OpenAPI Call: /api/FlashNPS
2020 Cisco and/or its affiliates. All rights reserved.
Customer Experience Measurement & Analytics API
API provides full access for integra�on into external applica�ons and workflow or to access your data when you want, how you want.
What can I do with API ?
Ÿ Setup/manage ques�onnaires for data collec�on
Ÿ Export reports or analysis or raw data
The API consists of REST Calls that enables you to make use/integrate/improve every func�on that is possible on the official app & official web insight center.
Ÿ Add & manage real-�me no�fica�ons & se�ngs
Ÿ Issue unique tokens with bills(PoS Integra�on)Ÿ Gather & collect feedback data using API
API Language Compa�bility : C/C++, Objec�ve-C, Swi�, C#/.NET, JavaScript, Java, PHP, Ruby, Python
Ÿ Sta�s�cally analyze collected data & generate reports
Ÿ Setup/Manage Sub-Users & Roles
OS Compa�bility : Windows, Linux, OSX, iOS, Android, WindowsPhone
èAPI Access & Authoriza�on
API Client
Bearer TokenAuthorizationService
Account Management
API Consumer
Auth Request
Cherry API Provider
Token Issue
Œ
�
SettingsQuestionsAnswersCDM/Insight
APIServices
Token + RequestŽ
Response�
AUTHENTICATION
PUT/GET/DELETE
Cherry API Request - Response Flow
{ "userName": "demo", "hasRegistered": true, "loginProvider": "bearer"}
API Live Explorerè
2020 Cisco and/or its affiliates. All rights reserved.
API Access & Authorization
Ÿ Valid/Ac�vated Cloud Cherry Account
Accessing API requires :
Ÿ Ac�ve Pay Per Response Plan
curl -u <USERNAME> h�ps://api.getcloudcherry.com/api/ques�ons
There are 2 authen�ca�on methods for the API: HTTP Basic authen�ca�on and OAuth2. The easiest way to authen�cate is using HTTP Basic authen�ca�on. Enter your username and supply your password or API Key as the password. Star�ng much more secure oAuth2 is similar to obtaining a one-�me pass to a conference hall with many talks going on, you need to produce your id only once at the entrance to be en�tled for entering any room, this pass(here token) iden�fies your account without needing to verify id(here login/password) at every rooms entrance(here your REST Service call)
Example Basic Auth :
Ÿ Login To Dashboard or/& update se�ngs before accessing API
è Ques�onnaire Management Using API
Sample oAuth2 Authentication Call :
Content-Type: application/x-www-form-urlencoded
{
Body : grant_type=password&username=<USERNAME>&password=<PASSWORD>
POST https://api.getcloudcherry.com/api/LoginToken
"userName": "<USERNAME>",
"managedBy": "<USERNAME>",
}
"expires_in": 86399,
add header “Authorization: Bearer ” to every further API request to be identified as {access_token}authorized.
"access_token": " ",61Abkh..
".expires": "Mon, 30 Jun 2014 12:56:04 GMT"
Retain the for rest of session(or until .expiry) to use for making every other API call,"access_token"
"email": "<YOUREMAIL>",
".issued": "Sun, 29 Jun 2014 12:56:04 GMT",
"primaryRole": "User",
"token_type": "bearer",
Res
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Req
ues
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2020 Cisco and/or its affiliates. All rights reserved.
Questionnaire Management Using API
Ÿ Setup condi�onal ques�ons based on �me, place, date or on answer to another ques�onŸ Re�re/update/delete exis�ng ques�ons
Survey ques�onnaire can be setup and managed using the API, including func�on such as :
Ÿ Create 25+ Different Type of Ques�ons
è Ques�on Structure
[{
"setName": null,
"multiSelect": ["Evil", "Average", "Attentive", "Superheroes"],
Sample Call to Retrieve Questions List :
GET https://api.getcloudcherry.com/api/questionsContent-Type: application/json
Response is a array with questions(if they exist in the account), below is a sample response with a single question
"id": "53621..", "user": "<USERNAME>",
"sequence": 2, "text": "How would you rate our staff", "displayType": "Select",
"conditionalToQuestion": null,
"conditionalNumber": 0, "analyticsTag": null,
"questionTags": ["Staff"],
"userWeight": 2.0, "cdmWeight": 0.0,
"goodAfter": null, “goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null,
} .. ]
"displayLocation": null,
"note": null
"conditionalAnswerCheck": null,
"isRetired": false,
"staffFill": false,
"isRequired": false,
Res
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Req
ues
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2020 Cisco and/or its affiliates. All rights reserved.
Question Structure
Ques�ons are represented as JSON when request type is for “applica�on/json” or XML when reques�ng call specifies “applica�on/xml”, both the formats represent the same informa�on fields. Each ques�on is iden�fied with a unique iden�fier assigned by the API on crea�on, this unique id is used to reference the ques�on for modifica�on.
è Create Your First Ques�on Using API
MultiSelect - choose more than one item from list
displayLocation : Array of locations where the question is only valid for display
conditionalNumber : Numeric answer that the conditional answer check operator(eq/lt/gt) is applied on.
conditionalToQuestion : Optional id of the question this depends upon
note : user note to add context
Select - Choose one item from list of items(less than 5 choices)displayType : Question is displayed and accepted for input as one of the choices
Dropdown - choose one item from list of items displayed as drop down(for more than 5 choices)
Smile-5 - Rating using 1 to 5 Smiles
MultilineText - Accept a multiple lines of text
OrderBy - Order a list of item according to priority or importance
multiSelect : Choices valid for a selection or dropdown as a array of string
sequence : Order this questions will be displayed to user
conditionalAnswerCheck : Array of conditional check answers(when text) or an single operator(when number), operators for comparison on numeric answers are [ 'eq' ] for equal to /
goodBefore : Optional Date after which the questions should not displayed aftergoodAfter : Optional Date after which the questions is good to be displayed after
Text - Accept a single line of text
timeOfDayAfter : Optional time of day after which the questions is good to be displayed after
[ 'lt'] for less than / [ 'gt'] for greater than
text : The main text of the question for query to user
setName : Optional group name for group questions
isRequired : Optionally force user to answer, and do not skipquestionTags : Tags set for user to filter using(ex: “Staff” for questions on performance of staff)
timeOfDayBefore : Optional time of day after which the questions should not displayed afterisRetired : Optionally do not display this question anymore but keep the data collected so far
Like-5 - Rating using 1 to 5 Likes
Star-5 - Rating using 1 to 5 Stars
staffFill : Questions reserved for surveyor/staff to prefill before handing the data collection over to surved user.
userWeight : Analytics weight for importance of answer to this question, 1 = 1x
Qu
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2020 Cisco and/or its affiliates. All rights reserved.
Create Your First Question Using API
Fresh ques�ons can be created using API by pos�ng informa�on that the ques�on will use in the format of the ques�on data structure, all fields that are needed are only essen�al, any un-used or later for use fields can be skipped during crea�on, these will take the default values.
è Update a Ques�on
Sample Call to Create New Question:
POST https://api.getcloudcherry.com/api/questions/addContent-Type: application/json
"sequence": 11, "text": "Sample Question",
Body :
"displayType": "Text",
"StaffFill": false, "displayLocation": [],
{ "setName": null,
"cdmWeight": 1, "analyticsTag": null,
"userWeight": 1,
"multiSelect": [],
"isRequired": false, "isRetired": false, "goodAfter": null, "goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null}
"user":"demo","id":"53bd1fd..",
Response : Successful addition will return the complete question with a API assigned id, using which the question can be referenced going forward.
“displayType":"Text" .."}
{
Res
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2020 Cisco and/or its affiliates. All rights reserved.
Update a Question Using API
Exis�ng ques�ons can be updated using API by pos�ng changed informa�on that the ques�on will use in the format of the ques�on data structure, use a copy of exis�ng ques�on containing the unique ques�on ID as obtained from the API to apply the changes required before pos�ng it back to the API.
Update Func�ons: Modify Content Displayed, Change Answer Type, Add Condi�ons, Set Tags, Set Analy�cs Weights, Re�re
è Delete a Ques�on
"id": "53bd1fd...",
Response : Successful modification will return complete modified question for verification.
"user": "demo",
"sequence": 11,
"locationSpecific": null, "displayLocation": [],
POST https://api.getcloudcherry.com/api/questions/update/{question_id}
"userWeight": 1,
Body :
"cdmWeight": 1,
"conditionalAnswerCheck": null,
"text": "Sample Question 1",
"conditionalNumber": 0,
}
"staffFill": false,
"displayType": "Text",
{
"multiSelect": [],
Content-Type: application/json
"setName": null,
"conditionalToQuestion": null,
Sample Call to Update Existing Question:
"analyticsTag": null,
"text": "Sample Question 1",
{"id":"53bd1fd..","user":"demo",
}
Res
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2020 Cisco and/or its affiliates. All rights reserved.
Delete a Question Using API
Exis�ng ques�ons can be deleted permanently during tes�ng or when not required.
Once a ques�on is deleted all references connec�ng it to responses already collected specifically to this is lost, to retain specific answers while archiving a ques�on, set it to re�re the ques�on via a update instead of dele�ng, re�ring ensures data con�nuity & flow over decades as answers from ques�ons that existed in past(now re�red) will show up only when retrieved for that specific �me period.
è Response Management Using API
Content-Type: application/jsonGET https://api.getcloudcherry.com/api/questions/delete/{question_id}
Sample Call to Permanently Delete Existing Question:
Response : True or False
Res
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2020 Cisco and/or its affiliates. All rights reserved.
Response Management Using API
Ÿ Filter collected responses by �me frame, loca�on or answered asŸ Archive responses to be excluded from analy�cs summary
Ÿ Retrieve all collected responses
Survey responses collected can be managed using the API, including func�on such as :
Ÿ Delete responses that are not required permanently
A single response is a collec�on of answers from a single respondent/person, each response structure contains all the answers that were collected for the ques�ons displayed.
è Filtering Data Using API
archived : Status of response, set when it is archived to exclude from analysis
numberInput : Number Answer when provided by user
responseDateTime : Time Stamp of response collection in ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)
notes : Any internal notes associated with this response
locationId : Optional Location where this response was collected, if locations have been setup
questionText : Text of question displayed while collecting the answerquestionId : Unique ID of the question the answer is for
textInput : Text Answer when provided by user
id : Unique ID of the response assigned by API, use this to access this response for modification
responses : Array of Answer Structure(as above) [ , ]
An
swer
Answer
Res
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Answer
2020 Cisco and/or its affiliates. All rights reserved.
Filtering Data Using API
Ÿ Match for responses collected at loca�on(like downtown only)Ÿ Match for responses collected at a�er or before dates, or a�er a certain �me of day or before(like
evening in downtown)
Ÿ Match for responses collected that contains a specific answer(like sunday evenings in downtown responses from first �me visitors who answered yes to their first visit ques�on)
Ÿ Match responses collected during a specific day of week(like sunday evenings in downtown)
Finding the needle in the haystack, especially a big hay stack requires fine grained filter control, and this is provided by the API so business users can narrow data sets to exactly what they require than retrieve the en�re haystack to find it themselves.
è Retrieve Filtered Responses Using API
beforedate : DateTime before which the response was collected, ISO-8601 format (YYYY-MM-DDTHH:mm:ss.sssZ)filterquestions : Match responses that contain a specific answer, array of responses matches, similar to conditional question matching
aftertime : Time of Day after which the response was collected, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ),
location : Array of String Of Locations
[{
afterdate : DateTime after which the response was collected, ISO-8601 format (YYYY-MM-DDTHH:mm:ss.sssZ)
"questionId": Unique question ID to match answer with "questionText": text of question, so API knows its real "answerCheck": Array of conditional check answers(when text) or an single operator(when number) operators for comparison on numeric answers are [ 'eq' ] for equal to / [ 'lt'] for less than / [ 'gt'] for greater than "number": Numeric answer that the conditional answer check operator(eq/lt/gt) is applied on. },..]archived : Match archived(true) or normal(false),days: Match responses collected during specific days of week, Array of Number(Monday = 1, Sunday = 6)
beforetime : Time of Day before which the response was collected, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)
Filt
er S
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re
2020 Cisco and/or its affiliates. All rights reserved.
Retrieve Filtered Responses Using API
Responses can be retrieved from API by pos�ng a filter specifica�on for matches to be performed.
"user": "demo",
},..]
{ "location": [ “Downtown” ], "afterdate": "2014-06-10T07:00:00.000Z", "beforedate": "2014-07-10T06:59:59.999Z", "filterquestions": [], "archived": false, "days": [1, 2, 3, 4, 5], "aftertime": "2014-07-09T22:12:03.140Z", "beforetime": null}
Sample Data Retrieval Using a Filter Specification:
POST https://api.getcloudcherry.com/api/answersContent-Type: application/jsonBody :
Response : Array of Response Containing Answers
"locationId": "Downtown",
"id": "52c7d3437c1e0c12ac50e538",
"responseDateTime": "2013-12-30T09:24:19.839Z",
{
"questionText": "How would you rate our staffs", "questionId": "53621e417c1e0c0ad41ce051",
"textInput": "Superheros", "numberInput": 0,
[{
}, ]
"responses": [
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è Retrieve Analy�cs Using API
2020 Cisco and/or its affiliates. All rights reserved.
Retrieve Analytics Using API
Detailed Analy�cs Per Loca�on can be retrieved from API by pos�ng a filter specifica�on for matches to be performed.
Sample Analytics Retrieval Using a Filter Specification:
POST https://api.getcloudcherry.com/api/AnalyticsByLocation
Body : Filter Spec
{ "all Locations": {
"totalResponses": 59, "locationSummary": [{ "askedQuestion": {
"locationName": "All Locations",
"text": "Rate Your Coffee Strength",
},
Content-Type: application/json
"displayType": "Star-5",
"response": { "5": 19, "4": 4, "3": 3 } }..., "wordCloud": ["good", ""delicious"], "liked": "Colors",
"perDayResponseCount": [27,32], "mdm": 83,
"netPromoter": {
"passive": 14,
"disliked": "Music",
}
"netPromoters": 66 }, "npsAnalytics": {
}
"questionText": "Would you recommend our Cafe to family and friends",
}]
"promoters": 76,
"detractors": 10,
“detractors": "Speed"
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è Mul�ple Channels Surveys Using API
2020 Cisco and/or its affiliates. All rights reserved.
Multi-Channel Surveys Using API Tokens
Using Survey Tokens Enables
Businesses are mul�faceted and customer interac�on happen at many levels, making it essen�al to aggregate data from very different channels to arrive into one screen for analysis. Survey tokens enable presen�ng single survey on any channel while enabling customizing per user using built-in pre-fill data.
A typical token is composed of just few characters but enables embedding survey ques�onnaires with preset data(known as staff-fill on tablet mode) and have set life�me (one use, mul� use, valid a�er, valid before).
Ÿ Collect customer feedback over a email (ex. a�er a hotel checkout or service interac�on)
Ÿ Tablet to use Token in-place of login/password for survey staff.
Ÿ Trackable surveys by individual responders using single-use tokens per customer over API to get unique URL per customer.
Ÿ Collect customer feedback over a web survey (ex. on your own website)
è Create Your First API Survey Token
PreFill : Optional Pre-Fill to include(For speed or to later track response to a unique customer).
StateQuestion : Prefill State Name to this question from which the survey was submitted
PerSamplePresent : This many questions per sample are presented.
ValidUses : # of responses that are accepted(can be one time use or any number set)
MicroCampaign : Online Micro Survey Control(see CloudCherry 360 for more information)
User : API access username, questionnaire set for this user will be presentedNote : Note on use of token(ex. “For email to customers”)
ValidTill : DateTime after which responses are not accepted, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)
EmailQuestion : QuestionID which collects a email address to email the RewardCode or thank you
CityQuestion : Prefill City Name to this question from which the survey was submitted(Web Only)
RegionQuestion : Prefill Region Name to this question from which the survey was submitted
PreFillViaAPICallBack : Optional automated API End point to obtain pre-fill from.
RewardCode: Text/HTML to email for response back to surveyed userLocation : Select questionnaire from this location if set
SamplingMode : When Set, will pick random question(s) to present on every survey.
Su
rvey
To
ken
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ure
2020 Cisco and/or its affiliates. All rights reserved.
Create Your First API Survey Token
Fresh and unique tokens per specific survey or even specific to surveyed customer can be created using API by pos�ng informa�on that the survey token will use in the format of the survey token data structure, all fields that are needed are only essen�al, any un-used or later for use fields can be skipped during crea�on, these will take the default values.
è Get Survey For Presenta�on Using Token
Body :{
"questionId": "53d10eea3ec2411e8c1baa36",
Sample Call to Create New Survey Token :
"questionText": "Enter your customer number", "textInput": null, "numberInput": 2345,
POST https://api.getcloudcherry.com/api/surveytoken
}],
"preFill": [{
Content-Type: application/json
"note": "Email After Service Interaction #23456",
Response : Successful addition will return the fresh token being assigned by API ready for use in web/email (ex. http://CloudCherry.net/DM-21988).
"user": "demo",
"note": "Email After Service Interaction #23456"
"id": "DM-21988",
"validUses": 1, "validTill": "2014-10-31T18:30:00.000Z",
"emailQuestion": "53d10eea3ec2411e8c1baa3c",
}
}
"location": “Downtown”, "rewardCode": "Thank you for letting us improve our service",
{
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2020 Cisco and/or its affiliates. All rights reserved.
Get Survey For Presentation Using Token
Pre-fill provides method to personalize tokens, if set while crea�ng a token, will be available to enable custom response collec�on client to skip presen�ng pre-fileld ques�ons to the responder.
Survey with complete ques�onnaire including ac�ve ques�ons, theme, colors, logo & texts can be retrieved for presenta�on on a custom applica�on or device for response collec�on.
è Submit Response Using Mul�-Channel Token
"sequence": 1,
Content-Type: application/json
"backgroundURL": null, "businessName": "Café Beta",
{
"welcomeText": "Welcome to customer satisfaction questionnaire",
"businessTagline": "Brewing the Best - Always",
Sample Call to get Survey By Token:
GET https://api.getcloudcherry.com/api/surveybytoken/DM-21988
"thankyouText": "Thank you for sharing your views",
"logoURL": "https://az592622.vo.msecnd.net/users/demo/logo.png",
"colorCode1": "#F70D11",
"colorCode3": "#FFFFFF",
"questions": [{ "id": "547ef14d44ed4d230088b989",
"colorCode2": "#CECECE",
"text": "Rate Our Coffee Variety", "displayType": "Smile-5", ... },
"text": "Rate Effectiveness Of: Barista",
}], "preFill": null}
"sequence": 2,
"displayType": "Star-5", ...
{ "id": "547ef85e44ed4d230088b9b1",
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2020 Cisco and/or its affiliates. All rights reserved.
Submit Response Using Multi-Channel Token
Responses once collected using a token survey a�er presenta�on on custom channel/device can be posted back to API pla�orm for Analy�cs and Dashboard Access.
è Prefill Contextual Informa�on Using API For Survey Token
Sample Call to Post a Response after Collection:
{
}
Body :
"questionId": "547ef11244ed4d230088b981",
}, {
"responses": [{
"questionId": "547f3e0244ed4d1900dc68e3",
}...],
"questionText": "Enter your customer number",
"numberInput": 2345,
"numberInput": 0,
"textInput": null,
{
"responseDateTime": "2015-01-10T10:44:17.455Z",}
"responseDateTime": "2015-01-10T10:44:17.455Z",
Response : Successful addition will return the complete response with a response id assigned by API for further reference.
"id": "54b1028f8c62c31cf036eaf7",
"textInput": "Valet parking would be nice for this location",
"locationId": "Downtown",
Content-Type: application/jsonPOST https://api.getcloudcherry.com/api/surveybytoken/DM-21988
"locationId": "Downtown",
"questionText": "How can we improve, let us know",
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2020 Cisco and/or its affiliates. All rights reserved.
Prefill Contextual Information Using API For Survey Token
Adding the context to data provides great benefits by integra�ng experien�al data with transac�onal data to derive ac�onable analy�cs that can significantly impact the bo�om line for the business collec�ng customer data. Contextual informa�on can be automa�cally pre-filled using a API end-point(as oppose to a staff filling it manually); API end point setup by you will receive the complete response on submission and respond back with pre-fill data to make the response more complete
è Real-�me Push No�fica�on on API
Sample Call Posted after a Response is Collected:
POST http://yourserver.com/api/receiverespondjsonprefillContent-Type: application/json
Body :{
"responseDateTime": "2015-01-10T10:44:17.455Z",
"questionText": "Customers’s purchase value(Staff-Prefill)",
},
"questionId": "547f3e0244ed4d1900dc68e3",
"responses": [{
"numberInput": 0
"questionText": "Enter your bill number", "textInput": null,
"locationId": "Downtown",
"numberInput": 1234, }...],}
Sample Prefill Returned By Your API Endpoint:
{
Response : You can lookup information to pre-fill on your side to match that of any filed provided by customer(ex. mobile #, bill #) and provide pre-fill data to add context to this survey response. ( shown is a prefill of adding transaction value using the bill number which could have been pre-filled by the sales clerk; other example pre-fills could be demographics using a membership number)
"questionId": "547ef11244ed4d230088b981",
"textInput": null,
[{ "questionId": "547ef11244ed4d230088b981", "questionText": "Customers’s purchase value(Staff-Prefill)",
}] "numberInput": 100,000
Yo
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2020 Cisco and/or its affiliates. All rights reserved.
Real-time Push Notification on API
Real-�me no�fica�ons set with any criteria filter or even for every response(when criteria set is generic match-all such as ‘Any Ra�ng : Less Than 6’) collected can be forwarded to your own API for further processing, for example you can react to a real-�me ra�ng event from a customer in store that needs to be further pushed using your central CRM for ac�on from the right call center staff.
Set the URL of the controller/script that can receive the complete answer as JSON POST by crea�ng a new no�fica�on in the dashboard, with the URL as the target(in-place of email des�na�on), this will trigger no�fica�on to your server.
è Single Sign-On(SSO) Automa�c Login
}...],
"Responses": [{
"QuestionText": "Rate The Service You Received",
Sample JSON POST to your Server/API/Code:
"notification": "Answered With Less Than 12",
"ResponseDateTime": "2014-12-20T14:34:08.426Z",
"TextInput": null, "NumberInput": 3,
"QuestionText": "Would you like us to contact you",
{
POST http://yourserver.com/api/receivejson
"answer": {
"QuestionId": "547ef11244ed4d230088b981",
"LocationId": "Downtown",
},
Content-Type: application/json
Body :
{ "QuestionId": "547ef11244ed4d230088b982",
"TextInput": “Yes”, "NumberInput": 0,
}}
Reply after receive expected by API is a HTTP OK(200), if the API does not receive a successful response from your API or receives a error(404) it may stop sending any more notifications to that URL.
JSO
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2020 Cisco and/or its affiliates. All rights reserved.
Single Sign-On(SSO) Automatic Login
SSO works by building a informa�on packet(JSON) with the authen�cated user’s informa�on and then encryp�ng the packet to obtain a SSO token that can be passed on to CloudCherry API for automa�c login.
Large businesses can enable Role based SSO(Single Sign On) for their users who are already authen�cated by their intranet/website or email system or so�ware such as CMS/ERP/CRM/PoS; SSO prevents duplica�on of effort to create and maintain o�en hundreds of username/password profiles for large businesses with many employees.
è Across-Channel Survey Delivery Workflow
Rep
on
se
{ "Userid": "manager", // Unique sub-user/role name(created at sign-on when not existing). "Role": "Manager", // Manager(for All Access) or ManagerReadOnly(For select locations). "Email": “[email protected]"// Verified Email address of user by your system.
API will automatically create the account when non existed, or modify existing sub-user roles as per the User Info JSON and drop into Dashboard with specific permission set; here on, user can set-up/customize the views, reports or execute analytics drill-downs as a normal subuser would do.
} [ ]Download Sample Token Generation Snippet
String token = GetSSOToken(json, account, ssokey);
.NET :
Redirect browser to : https://api.getcloudcherry.com/#/login?sso={account}&ssotoken={token}
"Locations": [], // Optional list of locations to lock ‘ManagerReadOnly’ into. "TimeStamp": "2015-04-26T19:10Z" // Current Time UTC ISO-8601 format.
String token = GetSSOToken(json, account, ssokey); // json is as above, account is primary username, ssokey as set in primary account settings
Java :
Use
r In
form
atio
n
Your User
Œ
Logs-in
Your Corporate Site/Email/CMS/ERP/CRM
/PoS
{JSON}
SSO Token
Automa�callyLogged-in
Redirect to CC
h�ps://api../?ssokey
GenerateEncrypted SSO Token
� Ž
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2020 Cisco and/or its affiliates. All rights reserved.
Across-Channel Survey Delivery Workflow
Global delivery plans enable delivery of personalized experiences across channels using powerful workflows that can be configured once and then securely re-used across �me within your own transmission channels, for instance, mobile app push no�fica�ons or even to operate highly secure zero knowledge survey invites CEM program.
Fully Managed Global Survey Delivery Pipeline
è Permissions w/ Granular Authoriza�on Filters
}
{
“DelayByDays” : 3
]
{
"Subject" : "Hello!",
{
"TextBody" : "Hello,\nPlease share your experience,\nFill out our survey at *|Survey URL|*"
"Schedule" : [
"OnChannel" : “sms://twilio" "TextBody" : "Don’t keep us waiting,\n*|Survey URL|*\nHelp us deliver a great experience every time!.\nOptout: *|Unsubscribe URL|* " },
"TextBody" : "Never stop improving\nHelp us deliver a great experience every time!. ",
"UniqueCustomerIDByPreFilledQuestionTag" : "RealtionshipNo",
}
"OnChannel" : “json://mobile-push"
},
"OnChannel" : “email://"
"Description" : "You are receiving this as you are a customer of acme corp",
"OnChannel" : “mircocherry://”
“RemindOnlyAfterOpenDays”: 1,
{
Del
iver
y P
lan
*Survey TokenCreated(w/ Delivery Plan Id)
1 Day Later(a�er email open)
Text/SMS@ Email
Don’t Keep us wai�ng,h�p://nps.bz/DM-XYZHelp us deliver a great ..
Shown for 30 Days
Push Note
9:15 AMYour Mobile App
Never stop imorvingHelp us deliver a great experienceevery �me!. è
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
3 Days Later(on no response)
In Next 30s(invited for survey)
Website
Across Channels(15+)
+Delivery Reminders Thro�ling+ Analy�cs+w/o PII (Any pseudo iden�fier)
(DND Checked)(Bounce Checked) (Unsub Checked)Any Channel/Per Customer
(Unsub Checked)Any Channel/Per Customer
2020 Cisco and/or its affiliates. All rights reserved.
Cascading Authoriza�ons
Roles & Permissions w/ Granular Authorization Filters
CEM/EEM deals with measuring experiences; and these experiences can be of a service, interac�on or of a journey(of customer or an employee).
Minimizing data collec�on is not just the goal of GDPR, but an effec�ve strategy to achieve organiza�onal clarity and to retain happy customers; as to make things complex is far easier than to make things simple and elegant. This is made possible by using granular authoriza�on filters.
Unique Approach of One Survey - Many Views/Uses
Let's consider a airline needing to add experience measurement as a feedback to improve service across departments, this first needs overall measurement of experiences of its customers, but also on behalf of many departments detailing various aspects of delivering experiences, everything from ground-services that is responsible for check-ins to marke�ng that is responsible for se�ng percep�ons, in a tradi�onal market research scenario, every department may run their own detailed surveys to determine how the experience was so they can use that feedback to improve their delivery.
Now from the customer’s perspec�ve, customers are lot more happier if they were surveyed just only once on light easy to click through survey taking less than 90 seconds of their �me, this would yield more broader par�cipa�on compared to answering two surveys with 5 pages taking 30 minutes; one from ground team and another from lounge division to understand each of their areas of opera�ons - instead a be�er strategy would be, if the overall survey can itself can probe lounge experience to only those who visited the lounge by stealing extra 30 seconds.
In this situa�on, how will the lounge team have permission and access to experience data ? without running their own survey ?, a simple elegant approach that works where the smallest granular of a survey is a single ques�on and a answer, and is to set as authoriza�on of access to this survey based on grain(Q=A), enabling lounge team to look at lounge data for customer who actually visited the lounge while not necessarily having access or being swamped with en�re universe of data.
è Examples of Granular Authoriza�on Filters
Role
Filter:Watched Brand Ad = true
Filter:NPS < 9
Non-promotermarketed customerflying business
UserDepartment =Filter:
Business Class = Yes
Auth Filter
Visited Lounge = Yes
Lounge Team
Auth Filter
Checked Bag = Yes
Ground Team
Auth Filter
Lounge -or- Bag = Yes
Marke�ng
Applied Auth
Gra
nu
lar
Filt
erin
g
2020 Cisco and/or its affiliates. All rights reserved.
Examples of Granular Authorization Filters
è
Channel Comparison Matrix
Dep
artm
ent
Lev
el A
cces
s
BU #2 BU #3
Staff #1.1.1 Staff #1.1.2 Staff #11.1 Staff #11.2
Stores #11.15
Staff #6.1 Staff #6.2
Stores #6.10
Company
BU #1
Stores #1-5
Manager #1
Ad
-ho
c A
cces
s
BU #2 BU #3
Staff #1.1.1 Staff #1.1.2 Staff #11.1 Staff #11.2
Stores #11.15
Staff #6.1 Staff #6.2
Stores #6.10
Company
BU #1
Stores #1-5
Manager #1
EEM
Auth Filter
Store = 1-5 -or- 11-15
On Manager
Auth Filter
Store = 1-5
On BU #1
Lounge Ground
Airline
Mkt.
Manager #1
Lounge -or- Ground
Rate the area you see we need to improveupon ?
Comfort
PriceSpeed
xyz40-45Visited LoungeChecked BagFavorite : BlueMember # 23456
FIL
LE
DN
OT
FIL
LE
D
Visited Lounge
Rate the area you see we need to improveupon ?
Comfort
PriceSpeed
xyz40-45Visited LoungeFavorite : BlueMember # 23456
FIL
LE
DN
OT
FIL
LE
D
Checked Bag
Rate the area you see we need to improveupon ?
Comfort
PriceSpeed
xyz40-45Checked BagFavorite : BlueMember # 23456
FIL
LE
DN
OT
FIL
LE
D
Team
Bas
ed A
cces
s
CEM
EEM
Auth Filter
Visited Lounge = Yes
Lounge Team
Auth Filter
Checked Bag = Yes
Ground Team
Auth Filter
Lounge -or- Bag = Yes
Marke�ng
#
# Use Not Equal To(!=) Operator for BU #3, But not Stores #11.15
è
2020 Cisco and/or its affiliates. All rights reserved.
Channel Comparison
Channel Using Go Live Effort Works Great For
In-Person Tablet Device None - Signup w/ TestDrive Data In-Store, In-Branch, On-site, At-Desk, At-Resturant
Online Website Minimal - Add URL To Site Business Website
Click Link
SmartPhone
Pen & Paper
Telephone(PSTN)/ SIP Transfer
Mobile Phone
After Service Interaction, After Visit/Checkout
High Footfall Areas Such as Counters, Events, Conference, Airports, Railway Stations, Malls
Offline with Zero Technology
Fully Automated Contests, Product FeedbackOr Anonymous Staff/Employee Tip Off Lines
Radio Ad Measurement ( SMS XYZ to YZX )
None - Copy URL To Email
None - Print Poster
None - Print Survey
None - Copy Phone PIN & Call
Minimal - Connect To Raspberry
Voice
Email Outgoing None-Copy Signature Token Image Passive Experience Measure, Ticketing Or Staff
Paper Survey
QR Code
SMS/Text
eSignature
Œ
�
Ž
�
�‘
’
}
See “Retrieve Filtered Responses Using API”See “Create Your First API Survey Token”1
2
API Call
API Call
API Calls Large - Multiple API Calls Complete Product Integration
Privacy Protected Yet Trackable Using Pre-fill Data
Enterprise Analytics/One Screen/Real-time
Little - Single API Call
Little - Single API Call
API Survey Token
Excel Sheet Minimal - Paste Into Excel Import Existing Data Collection
API Data Pull/Push
API Data Import
API Complete
1
2
”12
”10
”11
Intern
et Free
Online/Browser Minimal - Add JS URL to Header Online Contextual, eCom, Lead Gen & ConversionMicroSurvey
”13
Mo
bile
CE
M A
PI
Email Incoming None-Setup Forwarding Email Text Analytics For feedback@ Email Id’sEmail Incoming“
”14
Twitter None - Enter Twitter @username Social Media Sentiment Map/#Event SentimentSocial Listening”15
2020 Cisco and/or its affiliates. All rights reserved.
Data I/O Scope : Cloud Integrations - Ticketing/CRM/Marketing
Ÿ CEM analy�cs works on basis of sampling, than interviewing every customer there is; a 5% randomized sample response rate is considered good sta�s�cally to base decisions upon, thus at no point in �me will a CEM system hold data on all customers - 100% of popula�on.
Key Facts:Ÿ CRM -vs- CEM: All CEM data is on-demand, i.e only upon survey token(i.e invite) crea�on or upon
a customer responding to a survey will addi�onal detailing start, not before, CloudCherry as a CEM system does not act a system of records for en�re universe of customers - which is CRM.
Ÿ Unlike CRM's, CEM Systems do not hold data of customer who do not opt to voluntarily interact with it; if there is a record in CEM system, it means a customer voluntarily took �me to understand / read and answer the survey ques�onnaire - i.e conscious human ac�on.
Ÿ CEM systems never bulk query/copy data from even fully integrated CRM’s preemp�vely.
Hel
pD
esk/
Tic
keti
ng
Ÿ Open support tickets in Helpdesk on triggers from CloudCherry on a real-time basis
(Example) Open tickets for customers who may rate as detractors, letting your staff pro-actively attempt to make things right.
CR
M /
Sys
tem
of
Rec
ord
s
Ÿ Set up workflows with in CRM and send CloudCherry surveys real-time to your customers
Ÿ Push data received in CloudCherry into CRM real-time
Ÿ Updates made in the Dynamics ticket will flow back into the corresponding CloudCherry response.
Ÿ Identify customer cohorts in CloudCherry and push these into Microsoft Dynamics 365 to create targeted marketing campaigns
Ÿ Set up notifications in CloudCherry and create tickets in Dynamics 365.
Outbound
Two-way
Outbound
Survey
Kit
chen
Sin
k
Ÿ Connect apps, data, and devices anywhere—on-premises or in the cloud—with large list of connectors that are successfully used by thousands of apps and millions of executions for processing data and information.
2. Open tickets for customers who may rate as detractors, letting your staff pro-actively attempt to make things right.
(Examples)
3. Slice/Dice CX Data to build targeted marketing campaigns.
1. Send surveys from within CRM with rich details from CRM(ex: Add a age-group).
Outbound
(Example) Slice/Dice CX Data to build targeted marketing campaigns.
Survey Outbound
Two-way Inbound
Outbound
All logos, trademarks and registered trademarks are the property of their respective owners2020 Cisco and/or its affiliates. All rights reserved.
Outbound
Survey
Two-way
Inbound
Logic Apps
WildCard / On-Premise Integrations
BusinessManager
Data I/O
ŒSetup One-time/Recurring Schedule
CSV Export on Select Sliced/Logic
�
w
Gaining Happy Customer Survey
Pickup and Map Upon Finding New CSV File
Account Analy�cs StoreOn-Premises/On-Cloud System of Records Store On
Place CSV/XLS on SFTP/S3/Azure
On
Pre
mis
es
On Premises Cloud
CLI Dispatcher
-OR-Have a great day ahead! ..
Tell us how we can make your experience even better!https://nps.bz/DM-XYZ
Delivery Work�ow Dispatcher
�
Complete Interaction Experience
123XXX Reten�onDepartment :
Outcome: Lost 5 MinutesTime:
Topics: Branch, Teller
FIL
LE
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We’re sorry to see you go, share what we could have done
https://nps.bz/DM-XYZbetter ?
1...to..MillionPersonalized Survey Invites Dispatched
�Complete Interaction Experience
122XXX SalesDepartment :
Outcome: Resolved 90 SecondsTime:
Topics: Branch, Teller
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Answered
Answered
Integration with any on-prem/cloud software (ERP/CRM) is possible if it offers a scheduled/sliced CSV export(almost all enterprise solutions do)
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14th Jan [email protected]
POS Staff
Store Token: CC-23456Would you like to fill a survey ?
Sure, Show me now
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h�p://CloudCherry.net/CC-23456Emailed : Please Take our survey here
Survey Pattern #1
Pre-fill Contextual Info Using API(Whitepaper Page #22)
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POS/CRM/Database
At Home/Office or On Mobile Survey
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Pre-fill Contextual Info Using API(Whitepaper Page #22)
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2020 Cisco and/or its affiliates. All rights reserved.
POS Staff
ŒCustomer
For Billing
Bill w/ QR Survey
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Survey Pattern #2
At Home/Office or On Mobile Survey
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Scan QR code on your phone to complete a short ques�onnaire
5% Off on Your Next Order
Or visit h�p://CloudCherry.NET/RK-61952
******
Bill 23456 Apr 4th 2016
1. Cappuccino x2 $10
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SubTotal $10Service Charge $2Amount Due $12
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One question for youHow likely would you recommend us to your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
ŒEngaged Customer
Post ac�vity trigger :
Customer
Online Website/Purchase Experience Survey ( MicroCherry )
Survey Pattern #3
One question for youHow likely would you recommend us to your friends and family ?
...
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
- Page Visit- Page Scroll- On Checkout- About to leave- Delayed- Sampled Traffic
One question for youRate the area you see we need to improveupon ?
... One question for you
Thank you!
Your 10% Coupon Code is : NXT50
...
Variety
PriceSpeed
Find out how you can convert your detractors
Encourage Promotersfor Repeat Sales
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2020 Cisco and/or its affiliates. All rights reserved.
Œ
Tailored Unique Identified Customer Survey
Survey Pattern #4
�
xyz40-45Interested to know op�ons on Member # 23458
xyz40-45Interested to know op�ons on wealth management
xyz40-45Interested to know op�ons on Member # 23457
xyz40-45Interested to know op�ons on wealth management
xyz40-45Loca�on : DowntownFavorite : BlueMember # 23456
Your opinion matters! Visithttp://CloudCherry.net/CC-23456
Customer Database
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Query Your Customer Databasefor specific informa�on on file,so as to not make your customerfill what you already know.
Pre-fill Contextual Info Using API(Whitepaper Page #19)
Unique Token - Single UseToken : CC-23456
Customer
Email/SMS Survey URL :
APIClient.AddSurveyToken(token);
w Send Unique Token Survey URL using Email/SMS/Print QR
Complete Response
Rate the area you see we need to improveupon ?
Variety
PriceSpeed
xyz40-45Loca�on : DowntownFavorite : BlueMember # 23456
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xyz40-45Interested to know op�ons on wealth management
xyz40-45Interested to know op�ons on mutual funds
ŒInquisi�ve Target Customer
Customer
Qualified Sales Lead Generation/Digital Marketing Survey
Survey Pattern #5
Completes Survey to
- Obtain Research Report- Personalized Recommenda�on - Par�cipate in Sweepstakes - Compe��on - Research Study
Your BannerAd
Your CorporateWebsite
Your BrandFacebook Page
Your BrandTwi�er Page
OnlineAd Spots
Online Channels
Enter our Sweepstakes to win a iPadhttp://CloudCherry.net/CC-23456
Select your age group
DemographicsInterestsFinancialsContact Details
25-30 30-40 40-55
xyz40-45Interested to know op�ons on wealth management
xyz40-45Interested to know op�ons on re�rement planning
xyz40-45Interested to know op�ons on wealth management
xyz40-45Interested to know op�ons on wealth management
Qualified Sales Leadsw/ Consent to Contact
for your sales team to work on.
Email : Click here for your PDFThank you for entering�
Drill-down, Slice & Dice Prospects
2020 Cisco and/or its affiliates. All rights reserved.
CX Data Driven Contact Center
Customer
Survey Pattern #6
ŒCall-in/Chat Customer
Agent
+
-OR-
�
Complete Interaction Experience
122XXX Reten�onDepartment :
Outcome: Resolved 90 SecondsTime:
Topics: Branch, Teller
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Business User
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How likely would you recommend us to your friends and family ?
0 1 2 3 4 5 6 7 8 9 10
Not at all Maybe Yes,Sure!
w
NPS> 7662 Agents
NPS> 4032 Agents
NPS< 3010 Agents
Agent Pools By NPSxyz40-45Interested to know op�ons on wealth management
xyz40-45High Value / VIP
Incoming Call Stack
xyz40-45Interested to know op�ons on wealth management
xyz20-35Fresh / First Caller
xyz40-45Interested to know op�ons on wealth management
xyz50-65Low Value Customer
Only route when busy/ Low Value Calls
Intelligent CX Analytics Driven Routing
NPS Performance Outliers Agent NPS QuadrantNPS
Time
Slice/Dice Top/Bo�om
AvaDaveZuli
JaneZackJoe
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RetentionOn-boardingUpsell
Œ�w
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76
61
58
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Analytics Insights(Regression Analysis)
Insight ScoreCard
Less Wait Time46.82% (160)
What can we improve the most on ?
This is Zuli how may I help you today ?
This is Zuli how may I help you today ?Hi Zuli, I need help �lling outthis insurance form...
...Awesome great to hear Dave, one more quick thing, you'll be quicklyasked for a feedback right after now..
.. How likely will you recommend ?press 0 for not at all to 9 for highly
Awesome! - Goodbye
9NPS CollectionSIP/API Survey Token
Have a great day ahead! ..
Tell us how we can make your experience even better!https://nps.bz/DM-XYZ
�CX Survey
SMS/Email Dispatch
Contact InteractionInsights & Analytics
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High Precision Audio Transcription for 120+ Languages
Customer Success Assist
Need To Know How-to X Noticed a Bug Got a Idea/Feature Suggestion
- How to send a email survey ?- How to create loca�on specific ques�onnaire ?
Exa
mp
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- Logo upload fails to update
- Excel download is showing incorrect date
Exa
mp
le - How about Role based views ?- Would be awesome to set exit text based on last ques�on!
Exa
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RESOLUTIONHOW TO SUGGESTION
to get to know step-by-step guide achieving specific tasks.
cloudcherry.com/docs
Checkout CloudCherry HowTo’s Online at
RE
CO
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Open a support �cket with the specific issue by emailing :
- How to replicate this- Descrip�ve Issue
Note : CloudCherry tech staff do not have access to customer accounts/data unless you provide them creden�als.
- Screenshot if possible
SU
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Dashboard > Ideas & Features
Suggest ideas and features or new use-cases for considera�on to be added into CloudCherry’s new features road-map to make it realized.
FE
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ST
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CEM Contact Center Roadmap
Automa�c call transcripts enable learning by reading - that works faster than listening, for instance a 30 minute call can be read in 3 minutes flat.
Full CJM View By Caller For Agents
Bring out the full journey on every call to provide richer awareness on temperament of the caller, that can used by agent to refine the approach - before the call starts(<500ms).
Enabled supervisors be informed and empowered to be�er manage customers flow with visually impac�ul, fully customizable dashboard displaying real-�me data experience moves. [ large number of users rate a call within <1 min of seeing a link on mobile ]
Automa�c Call Transcrip�ons(ready feature)
Unlimited TV Dashboards For Managers
< 90 Days:
360-degree journey map w/ 15 Channels
End-to-end view of the customer experience, that helps iden�fy touchpoints that drive high customer effort, highlights long-term rela�onships and drive be�er strategic decision making and investments.
SEM Analy�cs Based Self Learning Smart Rou�ng For Sophis�cated Flow Management
Precise skills-based rou�ng unlocks ap�tude and mul�plies the skill sets of agents.(ex: a call on billing may be routed to agents who has the best handling approach on billing queries, this may involve empathy than product knowledge), this model gets refined automa�cally as call volume based on SEM.
Today
< 6-8 Weeks
< 6 Months
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