Signature Feedback Touchpoint

This collector enables to collect feedback in email or digital content. The feedback will be automatically associated to the email address that was used to generate the signature widget. This translates to agents insights on the dashboard; looking into agent performance means using metrics that shift that focus away from the brand and directly to the agent themselves. Gain more information about your customer’s experience with your brand right down to the individual at your company that they spoke to. Unlock a treasure trove of first-hand customer feedback that you can use to coach, motivate, and recognize your agents based on their performance.

Signature feedback collector widget can be added simply to email clients such as Outlook or Gmail. Simply insert personalized feedback widget into the signature file of your email client and get feedback directly from your customers. Also, signature widget collector can simply put in any digital content such as newsletters or email campaigns that you would like to receive feedback. As soon as the recipient responds within the email, their response is recorded and they will see a landing page to add a comment or leave their contact info if enabled.

[Note] You need admin access to create a new touchpoint or generate an email signature widget.

Add Signature Touchpoint

1. From top select Manage.
2. From left menu select Touchpoints.
3. In the first step will define the location of touchpoint, name and the collector type.
4. Click Add Touchpoint button to create a new touchpoint.
   
5. Select Branch
6. Select Section
7. Select the Language of the touchpoint. The language sets the question and details of touchpoint to selected language.
8. Add a recognizable Name to the touchpoint for future updates. This name is shown on the dashboard when checking the results.
9. Choose Signature as feedback collector
10. Click Next to go to Select Question step
11. Select a Question from the list. If you need assistance with the question contact support@ pxp.ai.
12. Question Text enables to customize the selected question that will be displayed on dashboard. Note the reports will show the question select in the previous step.
13. [Optional-Why-Dissatisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Dissatisfied response (Meh and Sad).
    1. Enable "Dissatisfied Why"
    2. Enter the Title that should show up to the user after they responded with yellow and red smiley buttons. e.g. "Let us know more" or "What can be improved"
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
14. [Optional-Why-Satisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Satisfied response (Happy)
    1. Enable "Satisfied Why"
    2. Enter the Title that should show up to the user after they responded with the green button. e.g. "Let us know more" or "What did you like the most".
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
15. Click Next to go to Collector Setting step
16. [Optional-Get-Contact] Enable this feature to collect contact information
    1. Update Title: The message that will be displayed to the user
    2. Email is mandatory for this option. Firstname, Lastname, Company are not active on default. Need to enable if you want to collect this information. You can also set required for any field that you want to ensure the user provides input.
    3. You can add two more fields if required by clicking Add Field. Add a Name that the user will see and a key for that field.
17. [Optional-Promotional-link] Typically you will enable this feature for satisfied (Happy) responses
    1. Add Title: The message that will be displayed to the customer
    2. Add Link: Add the link to the other platform that you want to direct the user. e.g Your business google review page
    3. Add Link label: This is the label for the link and the user will see e.g. Click here
18. Misuse Protection setting is used to prevent someone to misuse the feedback button and voting multiple times.
19. Click Submit

Generate Signature Widget

1. From top select Manage.
2. From left menu select Touchpoints.
3. Find an existing signature touchpoint from the list (Use Collector Type filter to find it).
4. Click Get Signature located under Manage.

4. Add your email, first name, last name, and click Generate Signature Widget to create personalized feedback widget.
5. Click Copy to clipboard and insert it in the signature file of your email clients such as Outlook and Gmail.
6. To create another Email Signature Widget, simply add another email address and contact info and click Generate Signature Widget and click copy to clipboard

[Note] Email signature widget that is created is unique to the email address that you added. [Note] Submitting the same email address would not create a new signature widget but will update firstname and lastname only.

Retrieve the Signature Widget for existing email

1. From Menu select Touchpoints.
2. Find an existing signature touchpoint from the list (Use Collector Type filter to find it).
3. Click Agents List located under Manage.
4. Find the contact by email, first name, last name. Utilize the sorting and search option in the headers.

5. Click the Copy to clipboard to copy the signature feedback widget of the contact.

6. Insert it in the signature file of your email clients such as Outlook and Gmail.

Edit Signature Widget

1. From top select Manage.
2. From left menu select Touchpoints.
3. Find an existing touchpoint from the list (Use Collector Type filter to find it).
4. Click the Edit button located in Manage.
5. Update the config setting.
6. Click the Update button.