Routing modes

How to send solicitations to my customers ?

It will give you the ability to request by e-mail or SMS a review from your customers, this is what we call a solicitation.
You will invite them to respond to satisfaction-related questions which will show the feedback submission interface.

What is it?

No matter which routing mode is chosen, the cinematic is always the same:

  1. You build the Critizr solicitation link
  2. You send it to your customer
  3. He clicks on the link
  4. He displays the survey and answers it

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Where to display the survey to my customer?

You have two possibilities:

  • The survey is hosted by Critizr: after its click your customer will answer it and will then be redirected to your site.
    β†’ That's easy, nothing to do!

  • You want to display the survey on your own website directly after your customer click.
    β†’ Here you have to integrate the Critizr SDK on your landing page.

Routing by Critizr

Routing through Critizr means that you let Critizr send emails or SMS directly to your customers.
You always take care of targeting and sharing all the needed information of the sending.

To do this you have two modes:

API

The Solicitation API is the perfect tool to get in touch with your customers. By email or SMS, send your solicitations on a regular basis or right after an interaction!

To learn more, we invite you to consult the dedicated procedure on our API portal.

Files

The solicitation by file allows you to push us a list of customers to solicit.
It is a standard file in CSV format whose structure is defined by Critizr. You will have to upload it to Critizr SFTP servers.

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Email template

In the case of routing by Critizr the template is standard with configurable visual and texts.
This point is discussed during the Collect Workshop with your Critizr Onboarding Expert.

Routing by you

Sending solicitations by yourself means being able to manage the sending of emails or SMS to your customers as well as building and integrating the Critizr solicitation link.

Email

Integration

  1. Get the email technical integration documentation provided by your Critizr Onboarding Expert.
  2. Integrate the first question of the survey in your email template.
  3. Adds the five links that relate to the five star ratings that the question allows.

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First question in the email body

In order to greatly improve the response rate we recommend putting the first question of the survey in the email: each star will then contain the same Critizr solicitation link with the GET parameter cz_answer taking the value represented by the star, from 1 to 5.

So your customer will directly answer the first question when he/she will click on a star from the email. Then he/she will go to the next question once the survey is loaded.

Here are our tips for integrating the link behind each star:

  • Each star in your e-mail corresponds to a <a> with the same pre-filled Critizr solicitation link.
  • For each star only the cz_answer parameter has a different value (from 1 to 5), all other parameters keep the same value.

The five URLs will be in the following format:

https://critizr.com/z/TkR4Md/
    ?cz_open=send_feedback:<pos_id>
    &cz_user=<first_name|last_name|email|phone|cus_id>
    &cz_answer=<Star rating (from 1 to 5)>

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cz_user setting

It is strongly advised to pre-fill all information of the cz_user.
At least first name and email variables must be populated.

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Encoding in base64

We strongly advise that you encode the content of cz_user in base64.
This will preserve the encoding of special characters in the URL and shadow the information.
If this can't be done, you must URL encode the information.

Demo

Here is an exemple of an e-mail sent after a visit to the VELO store in Paris's 17th District:

The implementation of the star rating links in the HTML code of the transactional e-mail is as follows:

<a href="https://critizr.com/z/TkR4Md/
         ?cz_open=send_feedback:velo-paris-xvii
         &cz_user=TWljaGFlbHxTY290dHxtaWNoYWVsLnNjb3R0QGR1bmRlcm1pZmZsaW4uY29tfDAxMjM0NTY3ODl8MTIzQUJD
         &cz_answer=1"
   >...</a>
<a href="https://critizr.com/z/TkR4Md/
         ?cz_open=send_feedback:velo-paris-xvii
         &cz_user=TWljaGFlbHxTY290dHxtaWNoYWVsLnNjb3R0QGR1bmRlcm1pZmZsaW4uY29tfDAxMjM0NTY3ODl8MTIzQUJD
         &cz_answer=2"
   >...</a>
<a href="https://critizr.com/z/TkR4Md/
         ?cz_open=send_feedback:velo-paris-xvii
         &cz_user=TWljaGFlbHxTY290dHxtaWNoYWVsLnNjb3R0QGR1bmRlcm1pZmZsaW4uY29tfDAxMjM0NTY3ODl8MTIzQUJD
         &cz_answer=3"
   >...</a>
<a href="https://critizr.com/z/TkR4Md/
         ?cz_open=send_feedback:velo-paris-xvii
         &cz_user=TWljaGFlbHxTY290dHxtaWNoYWVsLnNjb3R0QGR1bmRlcm1pZmZsaW4uY29tfDAxMjM0NTY3ODl8MTIzQUJD
         &cz_answer=4"
   >...</a>
<a href="https://critizr.com/z/TkR4Md/
         ?cz_open=send_feedback:velo-paris-xvii
         &cz_user=TWljaGFlbHxTY290dHxtaWNoYWVsLnNjb3R0QGR1bmRlcm1pZmZsaW4uY29tfDAxMjM0NTY3ODl8MTIzQUJD
         &cz_answer=5
         >...</a>

SMS

Integration

In the case of SMS there is only one Critizr solicitation link to integrate:

  1. Get the SMS technical integration documentation provided by your Critizr Onboarding Expert.
  2. Create the wording you want to send to your customers.
  3. Adds the Critizr solicitation link and shorten it.

The URL will be in the following format:

https://critizr.com/z/TkR4Md/
    ?cz_open=send_feedback:<pos_id>
    &cz_user=<first_name|last_name|email|phone|cus_id>

❗️

cz_user setting

It is strongly advised to pre-fill all information of the cz_user.
At least first name and email variables must be populated.

πŸ‘

Encoding in base64

We recommend that you encode the content of cz_user in base64.
This will preserve the encoding of special characters in the URL and shadow the information.
If this can't be done, you must URL encode the information.

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Shorten the Critizr solicitation URL

Because space in an SMS is very precious, we encourage you to use a URL shortener before sending each SMS.

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SMS length

An SMS can contain 160 characters: we recommend that you provide an informative wording of 140 characters and leave 20 characters for the shortened link.

You can use this tool to check the final size of your SMS.

Note: beware of special characters that can count for more than one character and change the encoding to UTF-8

Example

Unique Response

You're probably wondering how to be sure that customers only respond once per solicitation?

Whether it's email or SMS you can manage that point by adding the cz_extuid parameter to the Critizr solicitation link.

This parameter must contain a unique value per sending and per solicited customers. It can be a random value, a timestamp, a concatenation between the customer ID and the current date...

For example:

https://critizr.com/z/TkR4Md/
    ?cz_open=send_feedback:velo-paris-xvii
    &cz_user=Michael|Scott|[email protected]|0123456789|123ABC
    &cz_extuid=123ABC20211020

Security

We offer two methods to securize customer data :

Encrypting shortener

This method is our default solution, implemented for all our clients:

  • You build the links as described in this documentation.
  • When customer is redirected on our server, all parameters are encrypted automatically.
  • So customer on web site could not retrieve their own data.

End-to-end encryption (option)

It is possible to go even further by encrypting the parameter values when they are sent from your servers.
In this case, you will have to encrypt the data in AES256-CBC using the encryption key and the initialization vector provided by your Critizr technical contact.