Ask anywhere touchpoint - Upload answers in the platform

Hello Customer makes it easy to upload answers through a simple csv file. Some use cases are when you want to analyze public reviews or when you want to upload (historical) data collected via another tool.

IN THIS ARTICLE

1. General introduction
2. How to upload answers
1. Step 1: Create touchpoint
2. Step 2: Go to touchpoint settings > Answers
3. Step 3: Download & fill out template
4. Step 4: Upload template
3. Overview of your uploaded files
1. How to get there
2. Overview answer uploads

1. General introduction

In several cases, it can be handy to add answers from other sources to the Hello Customer platform to also have an analysis for this data. Think about:

• Customer feedback collected via another platform
• Historical data that was collected via another tool
• Public reviews, for example Google or TrustPilot reviews
• ...

Therefore, we made it easy to upload answers from other sources into our platform.

2. How to upload answers

Step 1: Create touchpoint

Set up an Ask anywhere touchpoint with all the questions you want to upload. In case you do not know how to set up a touchpoint, this handy manual can help you.

Note: you can also upload answers in an already existing Ask anywhere touchpoint. Make sure the questions in your touchpoint match the answers you want to upload.

Step 2: Go to touchpoint settings > Answers

Option 1

• Click on the touchpoint settings on the homepage from the touchpoint you want to upload answers in.

  

• After arriving on the touchpoint settings page, you need the answers block. Where you have the button Upload answers

  

Option 2

• Go to touchpoint settings via the left navigation menu

  

• Choose the touchpoint you want to upload answers in

  

• On this page, you have the answers block, with a button Upload answers

  

After clicking the upload answers button, a screen opens where you can see an overview of all the answers that were added to your touchpoint via API or via the upload answers feature in the platform itself.

Click Upload answers in the middle of the screen (only available if this is your first upload of answers to this touchpoint) or in the upper right corner to start your upload from the platform - see above. A mini wizard will open to guide you through the different steps.

Step 3: Download & fill out template

Before starting the upload, download the template. Please note that this template is touchpoint specific, since it contains all questions part of this specific touchpoint.

The template consists of several columns where the data needs to be filled out

Example of a template file for a touchpoint with one CSAT question

Explanation of the different columns:

• Language (mandatory)
  • The language in which the original survey, review, etc. was given.
  • Fill out the language in the 2-character ISO 639-1 Code (for example: EN, FR, NL, ...).
  • Make sure all languages from your file are added to your touchpoint.
• Answer date (optional)
  • The date should the format dd/mm/yyyy. In case you do not specify a date, the answer date will be the date you upload the file.
  • Make sure your day and month are in this order. If you format your dates as mm/dd/yyyy, our system will translate 12/01/2023 as the 12th of January 2023 and not as the 1st of december 2023.
• Questions (mandatory for first question and mandatory questions, optional for others)
  • Every column contains a question. On the first row, you can find the question text in the primary language of the touchpoint. On the second row, the Unique ID of this question is displayed. We need this to link the answers to the correct questions so do not change this!
  • A metric question (NPS, CSAT and CES) will have two columns: one where you can fill out the score and one where you can fill out the open text feedback.
  • For Yes/No questions, fill out the values TRUE (yes) and FALSE (no).

  • For Multiple and Single choice questions, it is important to include the answer options exactly how you specified them in your question settings. In case you want to add several options, separate them by a comma.

    Example

    • Multiple choice question: What kind of pasta do you like?
      • Spaghetti
      • Macaroni
      • Linguini
      • Tagliatelle
    • Answers in the file: Spaghetti, Linguini
• Columns to fill out personal data about the participant (optional)
  • First name
  • Last name
  • Email address
  • Phone number
  • Customer ID
• All extra columns you add will be treated as metadata (optional)
  • The name of your metadata key is specified in row 2
  • All values in this column will be saved as values on this metadata key.

Example of a filled out line for John Doe who answered 5 on the CSAT question and gave open feedback on 14/03/2024. The metadata keys "Amount spent" and "Pieces bought" will be added to the touchpoint and the values on these keys will be respectively € 31,29 and 2 for John Doe.

Some points of attention:

• Include answers on all mandatory questions for every line you want to upload.
• Make sure you add all mandatory metadata in your file.
• Do not change the order of the columns and do not change the first two rows (except for extra metadata keys) as this will cause the upload to fail.
• Respect the score ranges of following question types:
  • NPS and 0-10 score question: 0-10
  • CSAT and 1-5 score question: 1-5
  • CES: 1-7

Step 4: Upload template

Before you upload the filled out template:

• Make sure your touchpoint is online. In an offline touchpoint, you can not add answers.
• Make sure that your file is a .csv (not .xlsx or other formats) and smaller than 1 GB.
• If using Microsoft Excel to edit the csv file please make sure the file is saved as UTF-8 CSV instead of regular CSV.
• Language per survey you want to upload should be part of the touchpoint and added to the file in 2-character ISO 639-1 Code (for example: EN, FR, NL, ...)

To upload the filled out template, you can make use of the drag & drop field or browse on your computer and choose the file you want. If you want to choose another file, simply click the trash can next to the file name and you go back to the initial screen.

After you selected the correct file, confirm the answer upload by clicking Upload answers. You will end up on a screen where you can follow the progress of the upload. Do not worry, you can leave this screen without interrupting the upload.

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3. Overview of your uploaded files

An overview of all the uploaded files - and answers added via API - will appear in the manage answers screen of the touchpoint settings.

a. How to get there

Option 1

• Click on the touchpoint settings on the homepage from the touchpoint you want to upload answers in.

  

• After arriving on the touchpoint settings page, you need the answers block. Where you have the button Upload answers

  

Option 2

• Go to touchpoint settings via the left navigation menu

  

• Choose the touchpoint you want to upload answers in

  

• On this page, you have the answers block, with a button Upload answers

  

After clicking the upload answers button, a screen opens where you can see an overview of all the answers that were added to your touchpoint via API or via the upload answers feature in the platform itself.

b. Overview answer uploads

The list of all answer uploads shows you

• A status per upload: done (all surveys uploaded), in progress (still uploading surveys) and invalid (one or more surveys in the file contain errors)
• The batch ID (in case of API) or filename (in case of upload via the platform)
• The import type: API or manual (via the platform)
• Upload date
• Total entries: total amount of surveys added. A survey is one participant who answered all questions - this is equal to one line in the upload file.
• Processing: amount of surveys still uploading
• Processed: total added surveys
• Invalid: amount of surveys that could not be uploaded for several reasons

If the invalid amount of surveys is larger than 0, the number is clickable and details will be provided why certain surveys could not be uploaded.

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