Listening Mode is when Thankful is integrated with a customer help desk solution to measure the potential benefits Thankful could provide if deployed at your company. Thankful does not reply, tag, or otherwise engage with tickets or customers in any way during Listening Mode.
Thankful integrates with nearly all help desks in less than fifteen minutes, allowing for an easy start to Listening Mode. To achieve helpdesk integration we recommend a combination of API access and a custom user login to your helpdesk. Please see the following links to learn more about your specific help desk: Zendesk, Zendesk Chat, Kustomer, Intercom, Freshdesk, Helpscout, and Desk.com, or let us know if you leverage a different ticketing system.
An Impact Analysis is the report generated from Listening Mode showing the potential benefits Thankful could provide if deployed at a company. For example, how many actions it could perform and how many tickets it could resolve. You can see an example Impact Analysis here.
A Live Trial follows Listening Mode, and has Thankful engaging and resolving issues for your customers. Live Trials typically (though not necessarily) includes an integration with your ecommerce application.
For Live Trials and Live Use, Thankful typically integrates with ecommerce tools such as Magento v2, Magento v1, Shopify, Shopify Plus, Spree, Solidus, and others, in under fifteen minutes each. Thankful also integrates with custom ecommerce solutions, partnering with your engineering team to expose common APIs, often needing less than a week to achieve the integration. Don’t let the integration scare you; it is easier than you think.
During Listening Mode, thankful collects only the information that is directly written in to help desk tickets themselves, and only from the end user, not your staff’s responses. In a Live Trial (and then in Live Use, as well) Thankful receives additional information: user email, user name, and often destination country for a delivery and retains this additional information for approximately 2 weeks to fully process the ticket and allow for additional human review if required. Please see Thankful’s Security and Data Retention Policy and List of Third Party Data Processes for PII for more information.
Thankful does nearly all the work to perform Listening Mode and create the Impact Analysis. For the Live Trial and Live Use, it is a partnership effort between Thankful and your company as we match Thankful’s responses and resolutions to your policies, processes, and products and provide your customers with a great experience. We look forward to working with you on it.