Inbox integration with User360 (in-house customer data platform)
In today's fast-paced business landscape, delivering exceptional customer support is non-negotiable. Customers expect personalized interactions, swift issue resolution, and a seamless experience across all touchpoints. Inbox and User360 integration is a game-changing solution that empowers businesses to take customer support to the next level.
"The greater the depth of customer data at our disposal, the more effectively support agents can enhance the customer experience."
- The Inbox-User360 integration is currently limited to bots created on cloud platforms and is not accessible for bots built on the App platform.
- The bot messages section within Inbox has not undergone a full transformation to align with the Inbox-User360 integration yet.
We are actively working to address this in the upcoming version.
Significance of User360 in customer support
User360 is an in-house Customer Data Platform (CDP) that consolidates data from various sources, creating a comprehensive customer database. This centralized hub holds a wealth of information, from purchase history to communication preferences, enabling businesses to gain invaluable insights.
User360 doesn't just collect data; it transforms it into actionable intelligence. By harnessing this data, companies can tailor their interactions with customers in ways that were previously unimaginable. This, in turn, leads to enhanced customer experiences, stronger relationships, and increased loyalty.
Learn more about User360 here.
Leveraging User360 in conjunction with Inbox enables you to seamlessly identify incoming customers from various channels while consolidating their records and data. This unified approach significantly enhances the context available to your support team.
Here's how User360 integration empowers your support team and administrators:
| Users | Use-cases |
|---|---|
| Support agents | Anticipating customer needs: By consolidating data from multiple channels, User360 enables support agents to gain a holistic view of each customer. This insight allows them to predict customer needs and proactively address issues. Personalizing customer interactions: With abundant customer data, agents can create personalized responses and suggestions, making customers feel valued and understood. Proactive support: With a comprehensive understanding of a customer's history, agents can take a proactive approach to resolve issues. They can reach out to customers before problems escalate, enhancing the overall customer experience. Building strong relationships: When support agents have access to customer data, they can forge deeper and more meaningful connections. This leads to increased customer trust and loyalty. |
| Administrators | Omni channel view: User360 provides admins with an omni channel, comprehensive view of each customer. This proves invaluable during critical moments, such as escalations, enabling a swift and informed response. Identifying trends and patterns: With a rich dataset at their disposal, administrators can identify trends and patterns in customer inquiries. This data-driven approach informs product enhancements and support process optimizations, driving continuous improvement. |
User identification methods across Inbox channels
There are two distinct scenarios to consider based on the channel (live chats/email tickets) you are using within Inbox:
1. Using only live chat (excluding email):
This is a relatively straightforward process. The userID can take any value that you intend to track within the flow (phone number, email, SSN, etc).
To capture the userId in the bot flows, you can proceed with the steps mentioned below.
2. Using both email and live chat:
If you're utilizing both email and live chat, the userID can only be the customer's email address.
- UserIDs for email tickets are automatically set as the respective customer's email address. Unless you are also collecting email address data in other channels, it becomes challenging to unify sessions across email and channels like WhatsApp for the same customer.
To ensure seamless operations, incorporate a step within your flow that requests the customer's email address and set this email address as your userID.
Integrate User360 by implementing user identification process
Prerequisite: Decide the userId
The choice of a unique userId for customers in Inbox should be based on the specific needs and context of your business.
A userId is a unique identifier assigned to every customer, serving as a distinctive label for individual users. It plays a crucial role in recognizing users across various points of interaction, enabling the capture and updating of user data. UserIds can take the form of various unique identifiers, here are some considerations to help you decide: Phone number, Email address, External markers (Employee number, Loan ID, Account number), etc.
Learn more about UserIDs here.
After settling on a userId for your bot, the subsequent action is to commence tracking it within your Automation flows. Depending on your bot version, you might encounter one of three scenarios:
- Set userId using the user properties (variable)
- Set userId via. conversation settings
In the unfortunate scenario where neither of the above options are visible, it signifies that your current account does not meet the requirements for enabling the Inbox - User360 integration. We recommend reaching out to your account representative or contacting Yellow's team for guidance on access to this integration.
- Each bot can have only one unique userId.
- Once a userId is assigned to a user, it cannot directly be edited or removed.
- Modifying a userId is technically feasible but results in the loss of any previous data associated with it.
Set userId using the user properties
While building flow, configure:
- Add a prompt node to fetch a value to be considered as the unique ID (email, phone number, etc.).
To efficiently manage user information and avoid repeatedly asking for the same details, store basic user information (such as name and location) and contact details (such as email and phone number) using a unique User ID. This User ID helps identify the user across multiple channels and as a key to match and retrieve user information, ensuring a seamless and consistent experience.
- If the UserID matches with an existing userID:
- Connect to Raise ticket node directly (without asking for other details)
- Link the new ticket with the previously opened chat ticket for this userID (user). This helps in retrieving previously collected information, making the interaction smoother and non repetitive.
- If the UserID does not match with any existing userID:
- Fetch necessary details required for the new chat ticket creation and store them for future reference.
- Connect a Raise ticket node and raise a new ticket.
Raise ticket node:
Functioning for existing user:
Functioning for new user:
Set userId via. conversation settings
If you can find the User identification flow setting in Automation > Build > Conversation Settings > User identification, follow the steps mentioned here to set up the user identification flow.
After setting up the user identification flow, use User property variables in your flow and input them into the Name, Mobile, and Email fields of the Raise Ticket node instead of using regular journey or global variables.
Use User360 to enhance customer context in Inbox
Chat screen:
Ticket screen:
Within the Customer details section, located on the upper right corner of your Chat/Ticket screen, you can find the customer's name, UserID (email), contact information, as well as the customer's recent activity.
Select View contacts to reach all the customer information collected from User360. Agents have the ability to make adjustments to this information in the event of any changes.
The View recent activity option provides agents and admins with a complete view of each customer, including their past and current support tickets. This information equips agents to better understand customers and offer more personalized interactions.
Selecting View all activity in the timeline directs users to the User360 module, offering extensive customer data, including engagement campaigns and third-party information.
Clicking on a chat or email ticket in the timeline provides agents access to detailed conversation histories and comprehensive view of each interaction.
To view the User360 page you need Engagement User/Admin role access.
Why am I not seeing the User360 card in my chats?
The primary reason you might not be seeing the User360 card in your chats is due to the way user property variables are being stored and passed. The UI for displaying the User360 card is not dependent on the channel (e.g., Web or WhatsApp) or whether the user is new or returning. Instead, it relies on the following user property variables:
- Firstname (compulsory)
- Phone OR email (either one is required)
- UserId (optional but recommended for completeness)
If these variables are correctly used and passed in the raise ticket node, the User360 card will be displayed consistently. Failure to meet any of these conditions will result in the fallback to the contact card. This issue might arise from different bot journeys built for different use cases not fully implementing the required user property variables changes.