Page 70 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Surveys

“In order to better understand your customer’s digital experience and journey, ​Engage Digital
allows you to create surveys which can be shared with your customer in channel after the
interaction has been completed. When the agent ends the interaction, the survey will display
either within the app (as is the case with Web Chat) or as a URL in the case of most other
channels such as Facebook Messenger.

The surveys are tracked and reported on in Analytics so that you can better understand how
effective your digital engagement implementation is with your customers. The feedback allows
you to make adjustments and improvements on an ongoing basis to optimize your customer’s
digital journey.“

Action: Show Analytics

Select the option from the main menu to access the ​Analytics​ screen:

Explain Analytics

“The analytics page provides some key insights into the health of your digital engagement with
your customers. Other than providing message volume metrics, analytics can help you better
understand:

Author: Alain Mowad Page 70 of 73