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Integrate customer insights into your CRM (legacy)

This page applies to:MindTouch Responsive

This article outlines how to integrate MindTouch customer insights into your existing CRM system to learn how to provide the best support possible to your customers.
 

 

Why should I integrate customer insights into my CRM?


With MindTouch customer insights, agents can instantly see a full history of customer view and search activity across their MindTouch site. The primary benefits include:

  • Understand context. Agents have insight into exactly which articles your customers searched before filing their cases and are able to provide the informed, focused and comprehensive support your customers need. 
  • Avoid repetitive information. Looking for help can be quite frustrating to a customer. And while you are already doing everything possible to ease your customer's frustrations, integrating MindTouch Insights further helps to get your customers to their happy place. With MindTouch Insights agents can confidently send articles to your customers haven't looked at yet.
  • Verify content accuracy. Agents can re-visit an article with a customer and verify if steps provide accurate and adequate information to help the customer be successful. If content is lacking, agents can request updates to be made to improve the customer's self-service experience.
  • Identify gaps in self-service. Agents can identify whether relevant search results were clicked and can suggest new search recommendations that should be presented to your customers when searching for a particular term. Analyzing content gaps and proactively providing solutions enhances self-service and customer engagement with your site instead of with your agents.  
  • Lower costs. Agents improve their mean time to resolution (MTTR) by quickly identifying what the customer is trying to accomplish.
     

What are the benefits to my agents?


Key features for agents include:

  • Instant access to customer history (loaded when the case is opened).
  • Quick access to the exact searches and pages performed by clicking the link.
  • Detailed information about the exact date (and time) a customer performed the request.
     

Prerequisites


In order to set up the Insights integration, you should have the following:

  • A CRM that can run HTML code
  • Basic familiarity with Javascript
  • Basic familiarity with CSS (if styling customization is desired)
     

Integrate MindTouch Insights


This section outlines the steps for a sample integration with MindTouch Insights.  

Step 1: Download the sample code

Download the sample file to your computer.

Step 2: Set configuration variables

In the downloaded sample file, modify the following settings:

  • SITE_URL – the URL of your MindTouch site (connect to the HTTPS version of the site, since most CRM/CEM systems are HTTPS).
  • CUSTOMER_ID – the username (or anonymous session ID) of the customer. The customer username is a more reliable way to track activity between sessions.
var MindTouch = {};
MindTouch.SITE_URL = "https://success.mindtouch.com";
MindTouch.CUSTOMER_ID = '';

Step 3: Enable customer history tracking

  • Ensure you are logged in as a pro member with USERHISTORY permissions enabled for the site (can be enabled via the API or contact MindTouch support to configure a specific pro member role with USERHISTORY enabled). You can then add users with that role to a group. When enabled, verify that you can view the user activity report and look up the history for a customer.
  • Next, ensure the CUSTOMER_ID is available in your case management system. Although MindTouch provides anonymous session IDs as part of the integration workflow, it is best to provide the username of the customer. (Using SSO, your customers can automatically log into MindTouch).

Using the customer username provides better tracking and avoids the risk of losing information if the customer changes browsers or clears browser cookies, which would clear the anonymous session. Learn more about the customer activity API.

Step 4: Add the code to your CRM

The last step is to integrate the code into your CRM. Copy the HTML code into the appropriate location.

A few caveats:

  • Single sign-on (SSO): The search widget uses the API.  No SSO is performed. If the user has an existing session with MindTouch, it will be re-used by these API requests (read more on configuring SSO with MindTouch here).
     
  • jQuery: The widget code uses a version of jQuery hosted by Google, and is stored as $j in noConflict mode. If the CRM/CEM has an existing jQuery library, it can be used instead.
    <head>
        <!-- PREREQUISITE: jQuery -->
        <script src="https://ajax.googleapis.com/ajax/libs/jquery/1.11.2/jquery.min.js"></script>
    </head>
    
  • API Requests: The widget makes direct API calls using jQuery's $.ajax() function. If the CRM/CEM provides its own AJAX library, it can be used instead.
    var url = MindTouch.SITE_URL + '/@api/deki/events/support-agent/=' + customerId + '?dream.out.format=jsonp&dream.out.pre=?';
    var params = {
       limit: 50,
       include: "page,file",
       origin: MindTouch.WIDGET_NAME
    };
    
  • Custom behavior: The code was written to be modular. The rendering of the interface can be easily modified to support a different look and feel.
  • Accessing the customer ID: When SSO is set up, the customer username is often the customer's email address. If a different system is in place, ensure the CRM has this as a variable that can be passed to the customer insights integration.
  • Custom styling: The CSS at the bottom of the widget can be modified to style the integration. The code sample references the Font Awesome icon font for the page and search icons. 

Step 5: Verify your integration

Navigate to your CRM and verify customer insights are appear in the sidebar: