Introduction

This article will guide you through the installation process of e-satisfaction for your Omnichannel Application.

It includes the setup of Browse, Checkout and After Delivery / Store Pickup questionnaires.

Omnichannel Plugins

Before moving on to the next steps, you might want to check all our Omnichannel Plugins to see if the platform you use is covered.

IMPORTANT: Before you Start

Before reading further this guide, make sure that you have followed the Web Installation guide and installed all the necessary Javascript code in your website.

Step 1: Browse Stage

The browse questionnaire should appear on your website page directly.

Browse Display Type

You can select between box and box_classic for your questionnaire display type.

You can check the Push Metadata article on how to push custom values. You can use this script to push custom values for your visitors during their Browse stage. Example:

Esat.updateMetadata("BROWSE-QUESTIONNAIRE-ID", {
    responder: {
        "guest": true // true for guest, false for registered user
        "phone_number": "The user's phone number"
    },
    questionnaire: {
        "position": "The position of the questionnaire, if A/B testing enabled"
    }
});

Step 2: Checkout Stage

In this step you should be able to setup the Checkout Questionnaire to appear in the Order Confirmation Page of your website.

Step 2.1: Define the Questionnaire Position

Option 1: Add a new HTML container

If you have access to your website's code, you can define the exact position of the questionnaire by inserting a custom html container.

NOTE: If you don't have access to the website's code, skip to Option 2.

You can define in the order confirmation page the html container where the questionnaire will reside, as a css selector.

Example (#esat_checkout_questionnaire_container):

<div id="esat_checkout_questionnaire_container"></div>

Once the above container is present in the page, the questionnaire will be displayed inside.

To avoid displaying the checkout questionnaire in different pages, you can either set a unique css selector or setup the whitelist options in the Web Display Settings.

Option 2: Without HTML container

If you do not have access to the page HTML (cannot modify HTML by adding elements), you are able to work around this by using the dashboard settings to define a relative position and choosing before or after in the position type.

Before: display the questionnaire exactly before the defined position, using an auto-created container.

After: display the questionnaire exactly after the defined position, using an auto-created container:

Step 2.2: Push Metadata

On your order confirmation page you can push all the metadata that you need for your end-user. Simply include in the page the following code:

Esat.updateMetadata("CHECKOUT-QUESTIONNAIRE-ID", {
    responder: {
        "email": "The customer email",
        "phone_number": "The customer phone number"
    },
    questionnaire: {
        "transaction_id": "The id of the order",
        "transaction_date": "The date-time the order was submitted",
        "store_pickup": true // true for store pickup, false for home delivery
    }
});

If there is not the option of store pick up for your orders, then the store pickup variable should always have the value false.

Example:

Esat.updateMetadata("Jf327y8zfsafgjk246sZfQ", {
    responder: {
        "email": "john@doe.com",
        "phone_number": "0030693123456781"
    },
    questionnaire: {
        "transaction_id": "G32528352",
        "transaction_date": "2019-02-25 15:20:32",
        "store_pickup": true
    }
});

You can push more metadata by simply adding them in the suitable list above like the following example:

Esat.updateMetadata("Jf327y8zfsafgjk246sZfQ", {
    responder: {
        "email": "john@doe.com",
        "phone_number": "0030693123456781",
        "EXTRA_METADATA_1": "METADATA_VALUE_1"
    },
    questionnaire: {
        "transaction_id": "G32528352",
        "transaction_date": "2019-02-25 15:20:32",
        "store_pickup": true,
        "EXTRA_METADATA_2": "METADATA_VALUE_2"
    }
});

NOTE: You will have first to create your application metadata through your dashboard, in the section Application Metadata, and then use them during the installation process.

Step 2.3: Testing the Checkout Questionnaire

If the installation has been completed successfully, you should be able to see the embedded questionnaire in the container, on your order confirmation page, as shown in the following snapshot:

Step 3: After Delivery - Store Pickup Stage

In the final part of the omnichannel flow, a message containing a questionnaire is automatically sent to customers after their order has been delivered or picked up at the store.

As soon as a checkout questionnaire is displayed to a customer, he/she is automatically added to the After Sales - Home Delivery or After Sales - Store Pick Up pipeline queue, depending on the shipping method selected, as a queue item. This automated process is known as a questionnaire sequence, because displaying one questionnaire will trigger sending another.

NOTE: Queue items will be created regardless of the end-user answering the checkout questionnaire or not. The only condition is that the checkout questionnaire be displayed.

You can review your questionnaire sequences by accessing the application settings from your dashboard.

Setting up a messaging provider

In order for the After Sales questionnaires to be sent to customers, you will have to configure a messaging service from the e-satisfaction platform. At the moment, we support sending messages via email, SMS or Viber.

To configure a messaging provider, go to your e-satisfaction dashboard, then go to your Application page and click on the Settings section, in the left-hand menu.

You can create a new Messaging Service by clicking on the "Create New" button on the top right corner of the Messaging Service panel.

The following dialog will be displayed:

If you wish to know more about messaging service configuration, visit the following article.

Customizing the distribution settings

By default, After Sales questionnaires are sent 10 days after an order is placed; however, it is possible to select the time of your choosing, along as modifying different aspects of the distribution settings of questionnaires from your e-satisfaction dashboard:

1. Go to your application, then click on the Questionnaires tab in the left-hand menu
2. Select the After Sales - Home delivery or After Sales - Store Pick Up questionnaire, then go to the Distribution Settings
3. Click on the cog (Edit) icon above the After Sales Pipeline item, then click on the Scheduling tab in order to configure your preferred timetable.

Note: You will have to follow the above steps for both the After Sales - Home Delivery and After Sales - Store Pick Up, as modifying the settings in one will not affect the other.

Custom Sequences

If the automated After Sales sequences are not suitable for your order process, it is also possible to create your own custom sequences using API Calls. If you wish to know more about custom sequences, visit the following article. 

Troubleshooting

If the questionnaire is not displayed please follow our troubleshooting guide here.