Audience Management for Personalized Survey Distribution Methods
Updated
This section covers Audience Management as a key enabler of personalized survey distribution in Sprinklr. Within the Customer Feedback Management (CFM) module, two core entities are used to manage audience and interaction data: Audience Profiles and Transactions.
Audience Profiles provide a unified view of each user across the platform, helping brands maintain clean, consistent records and avoid duplication across different environments.
Transactions are CFM-specific records linked to each profile, capturing detailed data from individual customer interactions. Each transaction logs a unique set of metadata, offering valuable context for feedback and analysis.
Business Use Cases
Personalized Survey Distribution: Delivers targeted, relevant surveys based on user profiles and interaction metadata, boosting response rates and engagement.
Streamlined Interaction Tracking: Captures all customer interactions, whether through surveys or other channels, in a single profile, offering a complete view of the customer journey.
Efficient Data Management: Organizes audience and interaction data for easy management, analysis, and use in strategic initiatives.
Enhanced Customer Insights: Links survey responses and transaction data to individual profiles, providing deeper insights into customer behaviour and preferences.
Improved Reporting on Surveys: Audience Management helps to track how survey responses connect to customer profiles and transaction history. By generating reports that combine survey data with customer insights, they can identify trends, measure impact, and make more informed business decisions.
The system leverages unified customer profiles and transaction data to enable targeted survey distribution, while ensuring seamless data handling across all customer interactions. By linking survey responses to user behavior, it provides deeper, data-driven insights that enhance customer understanding and decision-making.
Prerequisites
This feature is typically included in Customer Feedback Management. There are no extra permissions needed to utilize the Audience Management modules. Access to specific elements within the application is regulated by the required permissions specified in their corresponding articles.
Key points to note
WHATSAPP_BUSINESS vs. WHATSAPP Profiles
At present, WhatsApp Distributions only accommodate WhatsApp Business profiles, despite the availability of the WhatsApp profile channel on other areas of the platform. When importing profiles for WhatsApp recipients within the audience profile, it is essential to indicate the channel name as “WHATSAPP_BUSINESS,” irrespective of whether the recipient profile is for WhatsApp or WhatsApp Business. Maintaining this consistency in the channel name is necessary throughout CFM to prevent complications with WhatsApp Distributions.
Note: If ‘WHATSAPP’ is mistakenly added as a channel, it may lead to functionality problems in WhatsApp Distributions.Governance Concerns
Audience Profiles are accessible at the platform-wide level, including outside the CFM Persona App. This means survey responses tied to these profiles might be accessible to you without explicit access to the specific survey project.
Limited Support for multi channel Profiles
Although it is possible to manually create multi-channel profiles in Sprinklr by combining two profiles in some instances, this merging function is not specifically supported in the CFM Module. Furthermore, there are practical and legal limitations for certain channels. To prevent any issues, it is advisable to keep distinct profiles for each channel for every user.
Note: Multi-channel profiles will function similarly to regular profiles for all CFM distributions at a channel-specific level.