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CustomerGauge API Webinar
Adam Dorrell, CEO CustomerGauge/Directness 11 October 2011 [email protected]
Agenda
• What is this all about? • Why use it? • Example usage • Setting it up • Data in • Data out • Salesforce example
NPS Survey
CustomerGauge Overview
Customer Transaction (inbound calls, order entry, pro-active contacts, pick-up, etc)
Email invite to NPS Survey (filter invites to eliminate over-contact)
Data Upload
3
Generate and Analyze live NPS reporting
Track NPS trends, identify changing customer needs, identify emerging issues or opportunities and take action.
NPS Score tracking Full text of responses On-line reporting
Immediate Service Recovery Notification (Tactical Response)
Automated Net Promoter® Survey Platform
ATTN: CUSTOMER REQUESTED HELP: “WHERE IS MY SHIPMENT? I CALLED 3 TIMES!” j.smith@...
CustomerGauge – the connected World
Data Inputs
CRM
ERP
Service Systems
E-Commerce
Invitation
SMS
Phone etc Survey
PC
Mobile/iPad
Remote site
Intranet
Billing Systems QR code
Outputs
BI systems Testimonials/Public
Web
CRM
Intranet
Reporting
Email report
Digital Signage
Other display devices
Issue Management
Workflow systems
Today’s environment needs a platform approach
Inputs into CustomerGauge CSV Comma Separated Variable Text Example: ID, Name, Email [CR] 2335, "John Smith”, [email protected] [CR]
TXT Text, Tab Separated Example: ID [TAB] Name [TAB] Email [CR] 2335 [TAB] John Smith [TAB] [email protected] [CR]
XLS Excel File / Google Spreadsheet Example: NB take care with date format!
XML XML file Example: <customer><ID>2335</ID> <email>[email protected]</email></>
FILE
TYP
ES
OTH
ER
Manual Entry Enter customers one-by-one in pop-up form
Copy & Paste From spreadsheet into CG app
RSS Automated Data feed
Email Send files as attachment to a specified CG mailbox Max 10Mb per day
AU
TOM
ATIC
/MA
NU
AL
UPL
OA
D
FTP/*SFTP Send file via File Transfer Protocol to CG *Small premium for SecureFTP
API Use RESTful upload for file transfer Sample PHP script available
In-Application Manually upload files Max 10Mb per day in HTTPS secure environment. Small premium charged
MA
NU
AL
OPT
ION
S
Assisted CustomerGauge staff clean, format, upload data for you. Charged by hour
Essential Fields Email, Name, Date (of transaction etc), Country, Segments A – D etc Formats: See http://customergauge.com/2010/03/customergauge-b2c-data-import-formats/
From CRM systems: SalesForce.com, Microsoft Dynamics, SugarCRM etc Export file as CSV and select fields needed.
eCommerce Systems: DigitalRiver: Pre-built connector available Others: Magento, SAP etc – customisable as needed
ERP Systems: Customisable as needed
AD 27 April 2011
In simple terms…
• We have a variety of ways to get data in and out • It’s possible to interface to nearly any system
– Simply and speedily – Example code available
• For the API, we use well known interfaces, and several standard ‘methods’ – REST – XML encoding – Two factor security – Reporting
The APIs are REST-based and we provide a sample code library for PHP. You can use the APIs by using a • cURL command line to transfer a file, or a • http:// request using a GET request method • http://en.wikipedia.org/wiki/CURL • http://en.wikipedia.org/wiki/GET_%28HTTP%29#Request_methods
Details in our documentation
•
CustomerGauge Application
Getting started
• Get key from the API page
• Add any IP addresses you will be using
• This page also shows number of accesses and time – helpful for trouble shooting
API key
IP addresses
Common Errors
- 102 - API key is not valid or out of date
- Invalid IP address (need to add IP address for security reasons)
Add IP address
Getting data out 1
• GET method “getUserRecord” – retrieves data for an email address – https://www.cg-express.com/API/api_server.php?
[email protected]&method=getUserRecord&api_key=31640332f10c84f6a80af07c131ee117
– Key parts of this: – api_key=31640332f10c84f6a80af07c131ee117 – method=getUserRecord – [email protected]
Result
Alternative method
• Upload the PHP class to your server • Call in program
<? require_once("CGAPI1-1.class.php");
// Get your API key from Directness $cgapi = new CGAPI("31640332f10c84f6a80af07c131ee117");
// Example how to use the api to get specific record by email $cgapi->getUserRecord("[email protected]"); ?>
Other methods
• Customer Number – Method “getUserRecordCustomerNumber” – https://www.cg-express.com/API/api_server.php?
customerNumber=30025&method=getUserRecordCustomerNumber&api_key=31640332f10c84f6a80af07c131ee117
• Company Name – Method “getUserRecordCompany” – https://www.cg-express.com/API/api_server.php?
company=directness&method=getUserRecordCompany&api_key=31640332f10c84f6a80af07c131ee117
Data In • Prepare XML file with 1 – 1000
records • Call using method ‘xmlUpload’ • Once loaded, the emails will send
autmoatically, depending on rules
<? //Adam test API Upload 11 - Oct 2011 require_once("CGAPI1-1.class.php"); // Get your API key from Directness $cgapi = new CGAPI("31640332f10c84f6a80af07c131ee117"); // CustomerGauge IN // Example how to use the api to upload xml $cgapi->xmlUpload("UploadAd.xml"); echo 'done load'; ?>
Alternative (use encoded path) https://www.cg-express.com/API/api_server.php?&api_key=31640332f10c84f6a80af07c131ee117&method=xmlUpload&xml_path=http%3A%2F%2F46.137.169.8%2FAPITest%2FUploadAd.xml
Remote surveying
• Uses method “setUserRecord” • Used if a survey form is used on your system, for example at completion of
certain internal task. Data is uploaded into CustomerGauge and new records created.
• Example: • http://46.137.169.8/APITest/
And remote results
http://46.137.169.8/APITest/first_page.php Try with [email protected] in email field We share this simple PHP code Application example, service portal
Company Summary
• Get all the details for a company in a summary • You will need “secret key” for each company • https://www.cg-express.com/API/api_server.php?
secretCode=CS9TG&method=getCompanySummary&api_key=31640332f10c84f6a80af07c131ee117
Result:
And even into Excel! Use “Import XML” and the URL: https://www.cg-express.com/API/api_server.php?secretCode=CS9TG&method=getCompanySummary&api_key=31640332f10c84f6a80af07c131ee117
API – other applications
• Salesforce – Push to
Salesforce – Current
customised on request
• Sharepoint – iframe and
other methods
• RSS • What else?
