“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” — Steve Jobs
‘Telporter’ is a smart watch company which serves customers across various parts of the world. Recently they kicked off the process of improving their customer experience. In this effort they want a seamless experience from customers, to have them give candid feedback on each of their journey. They also want prompt action to be taken on feedbacks for customers
The customer can share feedback + video recorded audio on smartwatch where the transcript and sentiments is auto generated
Powerful new tools that enable your audience to tell their stories straight from their desktop or mobile device.
- Powerful insights from human stories: automatically transcribe, then analyze video responses with Text iQ to uncover trends, topic, sentiment, and more
- Engage your stakeholders with data storytelling: filter, select videos, and clip them in the built-in video editor, and then share a highlights reel with your stakeholders
- Give respondents complete control: if they’re not happy with their video, they can start again, ensuring you maintain data quality
Key Capabilities
- Easily integrate with SAP Service Cloud
- Easily integrate with Qualtrics
Prerequisites:
- SAP Cloud for Customer
- Qualtrics
- CPI/Node js
Step by Step Process
Step 1: Please create ticket and set the status =Completed
Step 2: An email will be triggered to contact person/individual customer
Step 3: Please click hyperlink to open the survey à record the video
Step 4. Once Qualtrics feedback is submitted the data is replicated to c4c and
- Transcript is stored in description tab
- Qualtrics feedback viedo link added in attachments tab
Agent had access to video link
Step 5: In Qualtrics ,the manager can view sentiment analysis of all viedo transcripts
Conclusion: Showing the Qualtrics video transcript integration between C4C and Qualtrics
