Overview
This section is written for merchants (or their technical partners) who want to add TruRating Flex to their own customer touchpoints.
Flex lets you ask a TruRating question at customer touchpoints that aren't naturally covered by an in-store checkout or ecommerce confirmation page: after a delivery, after a support interaction, from a receipt QR code, inside an app journey, or from a campaign email.
Flex works by giving each configured touchpoint a TruRating-hosted URL. You (or your partner) place that URL into the customer journey. When the customer opens it, TruRating presents one question, captures a one-click rating, optionally accepts a comment, and then shows an acknowledgement screen.
Delivery models
Flex supports three common delivery models:
| Model | How the customer sees it | Typical use |
|---|---|---|
| Link | A standard URL in an email, SMS, web page, app, or other customer communication. | Support follow-up emails, service messages, delivery notifications, app journeys. |
| QR code | The Flex URL encoded as a QR code. | Printed receipts, collection slips, in-store signage, physical handouts. |
| Embedded question | The question HTML is requested from TruRating and inserted directly into an email template. | Email systems that can call a third-party URL and place returned HTML into the message body, such as Salesforce Marketing Cloud. |
See User Journeys for a step-by-step flowchart of each delivery model, from your trigger through to the customer's rating and optional Close the Loop follow-up.
What Flex can collect
Flex is always a single-question experience. Supported question types include recommendation/NPS-style questions and custom questions. A customer can also leave optional free-text feedback.
Depending on the touchpoint configuration, Flex can also:
- associate a rating with transaction data passed on the URL
- prevent repeated ratings from the same customer for a configured period, using a proprietary method
- pass a source identifier you define for granular reporting
- send customers to your own Close the Loop landing page after rating
- pass rating context to that landing page so your customer service team can follow up
- show a customized user interface for the touchpoint, configured by TruRating during onboarding
Language support
Flex supports multiple languages. Required languages are configured by TruRating during onboarding. When multiple languages are enabled, the Flex UI includes a language selector so the customer can switch between them.
Where to go next
- User Journeys for the end-to-end flowchart of each delivery model.
- Integration Process for the project steps and touchpoint decisions.
- Onboarding Sheet for the information TruRating needs before configuring touchpoints.
- Integration Guide for URL parameters, embedded-question integration, and Close the Loop.