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pvsbprasad
Active Contributor
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“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
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