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:

  1. On-site
  2. via email
  3. Offline via call centers

And depending on how the customer service interactions happen, Rockerbox has a variety of different ways to track them:

  1. If providing links to users: track via UTMs
  2. If users are consistently being directed to certain web pages with consistent URL structure: track via referring URLs
  3. If occurring offline via call centers: will need to scope out to determine the feasibility of ingesting this data
  4. If occurring on-site via a separate chat widget: will need to scope out to determine the feasibility of ingesting this data


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