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Digital Open Door

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About the Digital Open Door

During times of crisis and extreme change, keeping communication lines open with your customers is critical. Combined with the accelerated digital transformation driven by COVID-19, any websites or apps you company runs are critical touchpoints with your customers. Quickly stand up a digital open door to ensure customers always have an open, two-way line of communication.

This solution consists of the following, developed by CustomerXM people scientists:

  • A pre-written survey
  • A pre-written email task that triggers to your support team
  • A Website Feedback project with digital touchpoints
  • A custom dashboard
Qtip: This project involves the deployment of intercepts onto your company website. You will need to be in contact with your IT or web development team for certain steps of this project. We recommend using a Tag Manager to expedite the deployment if you have one already.
Qtip: If you don’t currently have access to the Digital Open Door and are interested in learning more, check out this page for more details.

Creating a Digital Open Door

Qtip: This XM Solution is only available in English, and you will only be able to make this project if your account language is set to English. However, you can upload translations or auto-translate using Google Translate for content as needed. See FAQs for more details.
  1. Either navigate to the Catalog or click Create new project on the Projects page.
    Create Project button in Projects Page, catalog from navigation hamburger menu
  2. Under COVID-19 projects, select Digital Open Door.
    Image of catalog, selecting the described project, seeing a sidebar open on the right describing it, ending with a button to get started creating it

    Qtip: You can also use the search in the catalog to find this project.
  3. Click Get started.
  4. Name your project.
    Field for project name and folder. Button to create on bottom-right
  5. If desired, put it in a folder.
  6. Click Create project.
  7. Enter the name of your company’s website as you would like it to appear.
    Introductory text, then Field for company name
  8. Determine whether you’d you like to give respondents the option to contact customer service in the Always On Feedback Button. If yes, enter the URL of your customer service page.
    Multiple choice question, open text field appears when you select yes; then an open text field that says HAVE FEEDBACK?
  9. Enter the message you would like to display on your Always on Feedback Button. Most customers use “Have Feedback?” or “Here to help.” Keep text under 20 characters.
    Qtip: Although you can edit the color and text, this button will look like the Feedback button in gray on the right side of this support page.
  10. Determine whether you would like to give respondents the option to request to be contacted for follow-up. If so, enter the email address of the person or team at your organization that should receive these follow-up requests.

    Qtip: You can add up to 10 email addresses, comma-separated.
  11. Click Next.
  12. Select whether you’d like to include a COVID-19 Real-Time Update. This touchpoint can be used to keep customers informed with service updates, guidance and support with dynamic targeted COVID-19 related messages. This touchpoint is purely informational.
  13. If you selected yes to the COVID-19 Real-Time Update, you will have the option to upload your organization’s logo to it. The max file size of the logo is 1MB.
    Qtip: This will make the logo appear on your website Creatives.
  14. If you selected yes to the COVID-19 Real-Time Update, provide the message that you would like to display to customers. The maximum length is 160 characters.
    Example: “We would like to share some important COVID-19 service updates with you.” This line is meant to be short because it will be accompanied to a link for more information.
  15. The COVID-19 Real-Time Update offers respondents the option to learn more about your company’s COVID-19 response. Please provide the URL for your COVID-19 resource page.
  16. Click Next.
  17. Specify where on your website you would like to show the Always On Feedback button. Provide a list of URLs (or URL fragments) for the web pages where you want each digital touchpoint to be displayed.

    Example: If you want to show a touchpoint (like the feedback button) only on your home page and your home page URL is https://www.qualtrics.com/home, you can simply specify “home” as the URL fragment and the button will show on all pages on your site that have “home” in their URL.
    Qtip: Don’t worry, you can always change this before you activate the touchpoints and go live.
  18. Specify where on your website you would like to show the COVID-19 Real-Time Update. Provide a list of URLs (or URL fragments) for the web pages where you want each digital touchpoint to be displayed.
  19. By default, the digital touchpoints will only be displayed to website visitors who haven’t seen them in the last 30 days. If you’d like to adjust this window, enter a number of days in the field.

    Qtip: The purpose of this setting is to prevent the same website visitors from being over-surveyed and over-messaged.
  20. Click Next.
  21. Determine when you would like response notifications sent to you through email and in-account notifications. You can choose between:
    Image of notification settings

    • Yes, notify me every X responses
      Example: Get notified for every 50 responses you receive, so you don’t get a notification for every response.
    • Yes, notify me once we reach X responses
      Example: Get a notification once you reach 150 responses, total.
    • Do not notify me when responses come in
  22. When you’ve filled out these fields, click Finish to generate your project.
  23. Click Preview Survey to test your survey.
    Survey builder open with a guidance sidebar to the right that takes you through key steps

    Qtip: Did your survey Preview not appear? Make sure your browser doesn’t block pop-ups on Qualtrics.
  24. Click Done to resume the guided setup.
  25. Use the tabs along the top if you’d like to edit components not included in the blue button steps. For example, you can go to the Survey tab to edit the survey theme and add demographic questions, whereas you can go to the Distributions tab to download a distribution history for emails you’ve sent.

Digital Open Door Survey Customization

If you want to see the questions in your survey or edit them, click the Survey tab. Once inside the survey builder, you can add new questions, tweak the wording on existing ones, edit the survey theme, and much more.

The survey builder of a COVID-19 project

If there’s particular functionality you’d like to add, try searching the Support Site, or use the Support Site’s menu to the left to pick a page. In this section, we’ll cover some of the fundamentals of survey editing.

Qtip: The questions included in this survey were developed by our top subject matter experts. We advise trying to keep your survey as similar to the original template as possible, and not making too many large-scale changes.

Adding and Editing Questions

Warning: It’s important to make edits to the survey before you distribute it to customers. If possible, avoid making edits to a survey actively collecting data, or you may risk invalidating your data and changing the premade reports that come with this solution. See Testing / Editing an Active Survey.

You can add as many additional questions as you want. However, keep in mind that the shorter the survey, the more likely customers are to fill it out.

For guides to adding and editing questions, see:

Qtip: For surveys like these, we generally advise sticking to multiple choice and text entry questions.
Qtip: For any questions or fields you add after the survey’s setup, you will need to manually add this content to the dashboard by mapping the field and then adding to the desired widgets / dashboard pages.
Warning: If you change the order of survey content or majorly change questions, this can negatively impact the branch logic in the survey flow, and thus how certain embedded data are recorded. Do not make major edits to the order of questions or blocks in your survey unless you are absolutely sure and have tested how this will impact your data collection. To restore older versions of your survey flow, see Survey Publishing & Versions.

Deleting and Restoring Questions

Warning: If you delete a question, it’ll affect the premade dashboard included with this solution! Be prepared to either make edits to dashboard widgets or create new data fields and widgets from scratch.

If you have sent a question to the trash, it is possible to restore it. To roll back many changes at once, see also how to revert a survey back to a previous version.

Display Logic

This solution comes with custom display logic. Display logic affects what questions respondents see, based on previous answers they provided. For example, we can ask whether a customer would like to be contacted for follow up, and then only request their contact information if they say yes.

Question with blue widget on top that says the conditions under which the question will appear

Warning: When you remove or edit a question, it can affect display logic on another question. Be sure to double-check your survey before making these edits!

Survey Flow

The survey flow is where you customize the order in which respondents experience the elements of your survey. As the name suggests, it’s where you determine the “flow” of your survey. Here, you will find a few different elements.

In the survey flow, you’ll find an embedded data element at the top. This element helps organize your data for reporting and for use in your digital touchpoints. For example, the DeviceType will record whether the respondent reached your website from desktop or mobile.

Survey flow open, green embedded data element at the very beginning

Warning: This element should remain at the top of the survey flow. Deleting or moving it can affect how this data is saved in survey responses.

Branch logic allows you to hide or show entire groups of questions based on answers respondents gave earlier in the survey. Please do not remove or edit this element without paying close attention to the question the logic is based off of and the block of questions the branch logic is controlling.

In the survey flow, a gray block, a blue branch with a gray block indented under it, and a gray block

Warning: When you remove or edit a question, it can affect branch logic on another question. Be sure to double-check your survey before making these edits!

Saving and Publishing

All edits you make are saved automatically; however, they won’t necessarily be pushed to the live version of the survey. When you are finished with all of your edits and are ready to generate a link and share the survey with your customers, remember to click Publish in the upper-right.

For more on how this works, see Survey Publishing & Versions.

Pre-Configured Actions

Your Digital Open Door comes with items already set up in the Actions tab. This means that during the project’s setup you did one of the following:

  1. You said you’d like to give customers the chance to request a follow-up, and specified the email addresses of teams / colleagues who should receive these requests. As a result, we created an email task that will go out to your specified teams / colleagues letting them know that a customer has requested a follow-up.
  2. You said you’d like to be notified when you receive a certain number of responses. As a result, we set up an notifications feed task so you will be alerted appropriately.

the actions tab with prebuilt actions

As needed, you can either review or edit:

  • Who receives the notification
  • The conditions under which the condition are sent
  • The message included in the notification
Qtip: Once you’ve configured the tasks as desired, make sure they are enabled.
The same notification as the above, but the warning text is gone, and the "turn on/ off" column is set to on

About the “Follow Up Requested” Action

The Customer Feedback Notification will only be sent if the customer indicated that they want to be contacted for a follow-up.

After the survey event, condition is listed

Click Email to view details such as who’s the recipient of the email notification, the message, and other settings.

Action is open, green email icon towards bottom

By default, the message contains:

  • The date the customer completed the survey
  • Their first and last name
  • Their preferred email address or phone number
  • The email saved for them in the contact list
  • A recommendation to reach out to the customer within 48 hours

For additional details and editing options, see the Email Task support page.

About the Response Notifications

Depending on the frequency you chose, these conditions are set up with one of the following:

  1. Embedded data set in the survey flow.
  2. Quotas.

Do not edit the conditions on these actions, the corresponding embedded data in the survey flow, or the quotas involved.

If you don’t want to receive this notification after all, you may delete the action. Please note that once you delete an action, it cannot be retrieved.

Qtip: This action is unrelated to weekly response notifications. See the linked section to learn how to subscribe or unsubscribe to weekly digests.

Review and Finalize the Digital Touchpoints

The Digital Open Door involves touchpoints that you can deploy on your website. In this section we’ll summarize what your next steps are and how to navigate to your digital touchpoints for editing. In the following / linked sections, we’ll go over the specific steps in more detail.

  1. Open the Guidance panel.
    the finalize section of the guidance window. the review and activate touchpoints option is selected
  2. Navigate to the Finalize section.
  3. Click Review and Activate your Touchpoints.
  4. Your digital touchpoint project will open in a new tab.
  5. In the Creatives section, edit the look and feel for each touchpoint. We will cover these steps in the next section.
  6. In the Intercepts section, confirm the display rules of your touchpoints. We will cover these steps in a later section.
  7. In the Intercepts section, activate your touchpoint(s). We will cover this steps in more detail in the same section where we cover intercept editing.
    Activate buttn replaces where the publish one was in the upper-right
  8. Return to the Launch section of the Guidance panel.
  9. Click Deploy the Code to launch your touchpoints to your website.
    the launch section of the guidance panel. the deploy the code option is selected

Manually Navigating to the Digital Touchpoints

Are you not seeing these options in your Overview tab? Want to go back after launch to make changes? No worries. Here’s how you can access your digital touchpoints:

  1. Go to Projects.
    Projects being selected from the navigation menu
  2. Click the Website/App Feedback project with Digital Touchpoints in the name.
    Picture of digital touchpoints pages on the projects page. There are three - one is labelled a website app feedback, one is a dashboard, and one is labeled just as the digital open door, which itself is the survey
  3. Voila! Time to start editing your digital touchpoints.
    Intercepts section of the intercepts tab

Editing Creatives

“Creatives” are the appearance a digital touchpoint takes on. This includes aesthetic changes, like button colors and text, but it also includes how the touchpoint is oriented on the website, such as the side of the webpage the feedback button appears on, the fading of the webpage behind the real-time update, and more.

Each one you see inside the Creative tab will be named after the digital touchpoint it corresponds to.

Creatives section of the intercepts tab

  • For more on the options available for editing the Always On Feedback Button, see the Feedback Button support page.
  • For more on the options available for editing the COVID-19 Real-Time Update, see the Responsive Dialog support page.
Qtip: You can also add your own translations to these creatives, so the button text appears in different languages. Note that these are separate from survey translations.

Publishing Creatives

If you make edits to your Creatives, make sure you publish them so that they are pushed to the live code. Only changes that are published will display on your website once you have the code placed on your website.
Publish button upper-right of creative

If you are editing a Creative, have the code deployed to your website, and do not want to push your edits live to website visitors, click Save instead.

Editing and Activating Intercepts

“Intercepts” are the rules by which digital touchpoints appear to website visitors. That means the Intercepts tab is where you can edit the circumstances under which these touchpoints appear on your website. Here, we will also finalize the digital touchpoints.

Intercepts section of the intercepts tab

Each Intercept will be named after the digital touchpoint it corresponds to.

Once you click into an intercept, certain settings you configured during project creation will be automatically implemented, such as the URL(s) you want to display the touchpoints on and the limit on how many days apart the same touchpoint can be showed to the same visitor.

By default, the targets will be already filled out. The target of an intercept is the website that the intercept should display in the creative, or take the website visitor to directly once clicked. For the Always On Feedback Button, this is the Digital Open Door survey, which it displays when it slides open. For the COVID-19 Real-Time Update, this is your company’s COVID-19 support site, which it links out to.

Example: Since you set up the project in Qualtrics, you have changed the URL of the website you want to redirect visitors to if they have questions on your company’s response to COVID-19. In this case, you would open the Intercept for the COVID-19 Real-Time Update and edit the Target.

Resources on Intercept Editing

When editing an intercept, think about how you want that specific touchpoint to behave towards website visitors. For more guidance on the options available to you, see:

  • Setting Up Your Intercept: An introductory page the goes over top-level information on intercepts, and the types of edits you might want to make.
  • Editing Intercepts: Step-by-steps on all the basics to intercept editing, from targets, to the rules under which they display (logic), and more.

Additional resources and advanced options:

If you would like to test the edits you’re making without deploying them to your site, try testing the intercept.

Qtip: Remember to test on the correct URLs. If during project setup you said your intercept should only appear on “www.treadmade.com/home,” it won’t appear when you test it on other pages of your site.

Publishing and Activating Intercepts

When you have made edits to your intercepts, publish them.
Publish button upper-right

When you are ready for your edits to be live on your website, activate your intercepts.
Activate buttn replaces where the publish one was in the upper-right

Qtip: If you have both the Always On Feedback Button and the COVID-19 Real-Time Update, you must publish and activate both intercepts.
Qtip: Anytime you edit the intercepts going forward, you will only publish changes to push those changes to your website, because the intercepts are already activated. To disable one or both intercepts, you can deactivate them. See more on Activating, Publishing, & Managing Intercepts.

Deploying the Digital Touchpoints

Once you’re done customizing these touchpoints, it’s time to generate the code so your IT / web development team can deploy the touchpoints on your website.

Qtip: Please remember that your intercepts must be activated to display the digital touchpoints on the website.
  1. Open the Guidance panel.
    the launch section of the guidance panel. the deploy the code option is selected
  2. Navigate to the Launch section.
  3. Click Deploy the Code.
  4. Your digital touchpoint project will open in a new tab.
  5. Under Intercept Version, make sure Published Version is selected.
  6. Under Sampling, we recommend having No Sampling selected. Read more.
  7. Copy the code and share it with your IT team.
    Qtip: We recommend saving this code in a plain text or TXT file to preserve formatting.
Qtip: Regardless of whether you decided to use both digital touchpoints, you will only need to generate one code.

Resources for Development Teams

We have a few resources that can help your development team, once they have the code:

Qtip: We recommend using a Tag Manager to expedite the deployment if you have one already.

Manually Navigating to the Deployment Code

Do you need to grab the deployment code, but no longer see the Get the Code button? No worries. Here’s how you can find it:

  1. Go to Projects.
    Projects being selected from the navigation menu
  2. Click the Website/App Feedback project with Digital Touchpoints in the name.
    Picture of digital touchpoints pages on the projects page. There are three - one is labelled a website app feedback, one is a dashboard, and one is labeled just as the digital open door, which itself is the survey
  3. Go to Settings.
    Settings tab of website app feedback project
  4. Select Deployment.

Dashboards

Premade Dashboards

Our XM Scientists have developed a special dashboard for this XM Solution. This dashboard gives an overview of the results, and is ready to share as soon as you have collected data. The pages of the dashboard and the data included will depend on the type of assessment you chose and whether you have decided to give respondents an option for follow-up.

  1. Open the Guidance panel.
    the analyze section of the guidance panel. the view dashboard option is selected
  2. Navigate to the Analyze section.
  3. Click View Dashboard.
  4. Scroll through the widgets and select pages to the left to see your data.
    Dashboard with breakdown bar along the top, then next row a gauge chart showing satisfaction, and so on
Qtip: This dashboard will not generate charts and tables until you collect data. Try completing the survey through the preview button if you want to test what these dashboards look like with data. Remember you can always delete preview data later.
Qtip: Line charts may appear as a single point until you collect multiple weeks worth of data. This is because they are displaying trends over time, and don’t have enough data to display a trend yet.

If you instead selected Set up dashboard sharing, you’ll be redirected to the User Admin tab. See Sharing & Administering Users for guidance on what changes you can make here, and what kind of Qualtrics users can access this tab.

Dashboard Editing

Qtip: The pre-made dashboard was developed by our top subject matter experts. We advise trying to keep your dashboard as similar to the original template as possible, and not making too many large-scale changes.

Check out these introductory pages to get started.

Qtip: Once you’ve uploaded all your dashboard users, you can easily send many users or send everyone their login credentials.

Other Ways to Access the Dashboard

Anytime you enter your project’s Overview tab, you’ll be able to select View Dashboard to enter the pre-made dashboard.

You can also access this dashboard from your Projects page. It will have the same name as your Digital Open Door, with “- Dashboard” added to the end.

Example: Below, you can see our Digital Open Door, the Website/App Feedback project, and the corresponding Dashboard.

Picture of digital touchpoints pages on the projects page. There are three - one is labelled a website app feedback, one is a dashboard, and one is labeled just as the digital open door, which itself is the survey

Once you click inside the dashboard project, you’ll see the pre-made dashboard. Click this to view the data.

Dashboards tab. One thing is listed. The title is highlighted so you know this is where you click to enter it and see the charts and such shown earlier

Warning: Do not delete the premade dashboard! If you do, it will not be retrievable, and you will have to make a new one from scratch.

Other Ways to View Data

The Data & Analysis tab of your project allows you to edit data, export a spreadsheet of all responses, filter your responses, and much more.

Qtip: To preview a particular column of data, choose columns to display on Data & Analysis. You can export this data at any time.

The Reports tab comes with two additional report-building features. These do not come with the dynamic, shareable filters and roles CX Dashboards have, but are more basic in structure, and can still be filtered and shared out to stakeholders as needed. Note that these reports will have to be built from scratch. See Results vs. Reports for a detailed breakdown of these reporting options.

Qtip: In your Website/App Feedback project, you can get data on how website visitors interacted with your digital touchpoints via page views, clicks, and impressions. See Website/App Feedback project Statistics for more information.

 

Weekly Response Notifications

Qtip: Weekly response notifications are unrelated to other email notifications set in Actions.
Qtip: You may not see this functionality yet. That’s because this feature is still gradually rolling out. When the feature is enabled for your COVID-19 XM Solutions, you will see weekly notifications come in on Mondays.

Built in are weekly reports of how many responses your survey has received in the past week, and how many responses that makes for the survey in total. These notifications come every Monday morning.

Reports are sent as emails and as notifications in your account.

Qtip: Weekly digests are only sent for COVID-19 XM Solutions that are active and have received responses over the last two weeks.

Viewing Reports

Email listing number of survey responses. Under the text is a blue button for viewing reports

View report: Clicking View report in the email or clicking the in-product notification will take you to the Reports section of the Reports tab of your project, where you should see the pre-built report.

Notification in product saying how many responses were received

Qtip: If you’re clicking these buttons from your email, you may need to log into your account before you are taken to these tabs.

Unsubscribing from Notifications

If you no longer wish to receive notifications, you can click unsubscribe at the bottom of the email.

Unsubscribe button at the very bottom of the email

Qtip: This will unsubscribe you from all notifications. You cannot unsubscribe from a specific project.

Subscribing to Updates

Most users will be subscribed to these automatically. However, if you unsubscribed and find you want to start receiving them again, you can do the following:

Qtip: Users that have 10 or more active surveys that have received responses in the last 2 weeks will not be automatically subscribed.
  1. Go to your Qualtrics account.
  2. In the upper-right corner, click the notifications icon.
    Bell upper-right, once opened, settings gear is below that, further right
  3. Click the settings gear.
  4. Select Actions to subscribe to notifications set up using the Actions tab.
    Digests is listed towards the bottom, one of the last options. Notifications is towards the top, the first option in the panel
  5. You may need to select Notifications first if you at some time or another unsubscribed from all account notifications.

Terms of Use: CX COVID-19 Solutions

Free Accounts 

For customers who sign up from the “Here to Help” or “Return to Work” landing pages or via Qualtrics Surveys, the following applies:

  • Customer Confidence Pulse, Digital Open Door, & Frontline Connect: The ability to launch new projects expires 90 days after the first of these projects has been launched AND has received a response or if the customer has hit their limit of 20k total free responses received (combined across the three solutions), whichever comes first.
  • Digital Open Door: Unlimited page views.

Post expiration, customers will need to export their data within 6 months or upgrade to a paid CX product.

Existing Customers

For existing customers who have a CX5 license or a CX / RC license with rights to required features (e.g. CX 1/3 with a Digital add-on), the following applies:

  • There currently is no time restriction around how many Customer Confidence Pulse, Digital Open Door, or Frontline Connect projects can be created.
  • Upon reaching the limit of 20k total free responses received (combined across the three solutions), additional responses will be billed to the license.
Qtip: If you aren’t sure what license type you have or if you’re interested in upgrading, contact your Account Executive or Customer Success Manager.

FAQs