Customer Service (Call, Chat, FAQs)
Including Customer Service interactions as marketing touchpoints in Rockerbox is a great way to quantify the impact Customer Service has on driving new users to convert and retaining/increasing purchase frequency for existing users.
These include customer service interactions that can happen:
- On-site
- via email
- Offline via call centers
And depending on how the customer service interactions happen, Rockerbox has a variety of different ways to track them:
- If providing links to users: track via UTMs
- If users are consistently being directed to certain web pages with consistent URL structure: track via referring URLs
- If occurring offline via call centers: will need to scope out to determine the feasibility of ingesting this data
- If occurring on-site via a separate chat widget: will need to scope out to determine the feasibility of ingesting this data