Ask Anwyhere, Website & In-app touchpoint - Collect extra metadata via your survey

A good way to collect extra information about your customers, is to include metadata questions in your survey. This can be done in following touchpoints: 

• Ask Anywhere
• Website
• In-app

IN THIS ARTICLE

1. How to get there
2. Overview of metadata questions
   1. Profile question
   2. Team picker question
   3. Date question

1. How to get there

In case you do not have a touchpoint yet, here you can find instructions to set up a new touchpoint.

When you already set up a touchpoint, you can go the the survey questions as follows:

1

Go to Touchpoint settings

Option 1: 

On the home screen of your Hello Customer account, click on the Touchpoint settings icon next or below the touchpoint name.

Option 2: In the navigation bar on the left

Step 1 - Click Touchpoints in the left side navigation bar

Step 2 -  Select the touchpoint you want to work in. If your touchpoint is out of production, you can see it by clicking Show all.

2

On the Touchpoint settings overview, go to the Survey questions panel

Option 1: Your touchpoint is active at the moment

Click the lock and agree with the warning Click configure

IMPORTANT:
Do not forget to re-activate your touchpoint once you have changed your settings in the touchpoint settings page!

Option 2: Your touchpoint is inactive at the moment

Click configure

... back to top

2. Overview of metadata questions

There are three types of metadata questions that you can add to your touchpoint, each with a specific function:

• The profile question allows you to ask for more personal information of your customer. This can be handy when you want to get in touch afterwards.
• The team picker question links the answer on the touchpoint to a specific team of your team structure. People can choose the correct store they visited, person they spoke, etc. in a dropdown
• The date question allows you to ask for a specific date. For example, the date the visitor came to your store.

In the survey questions, you can add metadata questions by clicking the Add metadata question button. A dropdown appears with the three different types where you can choose the one(s) that you want to add to your survey.

a. Profile question

With the profile question, you collect following information of your customers:

• First name
• Last name
• Phone
• Email

This information is saved as metadata linked to the respondent who answered the survey. You will see this information in the conversation manager.

You can not change the information fields, but you can customize the question and footer text. 

b. Team picker question

With the team picker question, you can link the answers on your survey to a specific team. To learn all about teams, read this article.

Write a list of all the possible options customers can choose from and these options will then be used for your team structure. In the survey, this question will appear as a dropdown with all possible options. You can also use the input field as a search bar, which can come in handy if you have a lot of teams.

To configure this question, you need to choose following information:

• The question text
• The name of the team key: this is the name of the metadata key that will be created to store the chosen values of the respondents

• The team search placeholder: the text that appears in the dropdown when no team is selected yet
• List of teams: all possible teams that can be selected in the dropdown

c. Date question

With a date question, you can collect information about respondents in date format. You can for example ask when they visited the store or the office etc. In the survey, respondents can choose a date with a date picker.

To configure this question, you need to choose following information:

• The question text
• The name of the metadata key: this is the name of the metadata key in which the answers of the respondents will be collected. This metadata key will appear in the platform as a filter.
• The date format, where you can choose how dates are shown and saved, for example dd/mm/yy. Please note that "yy" will already show the year in 4 numbers (for example 2022). If you want to shorten the year to 2 numbers (for example 22), you can use 1 "y" in the abbreviation.

... back to top