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With touchpoints, you can place video questions anytime and anywhere in the customer journey. A video question in a touchpoint allows you to gather high-quality feedback at the right moment. You place a button, link, or QR code to a video question, receive a flow of responses, and can ask follow-up questions whenever you want.
The customer responds in text, just like in a panel, the difference being that the customer doesn't join anything permanent but leaves their feedback and chooses whether to remain anonymous or leave an email address for feedback.
The goal of touchpoints is to make it feel like you can tap the customer on the shoulder at just the right moment to ask a question. An easy and personal way to check in with the customer on the go!
- Place the video question in a digital or physical channel.
- Receive a consolidated flow of feedback and ask follow-up questions whenever you want.
- Get an automated report that gathers all the highlights and insights you've made, as well as a summary generated by Panelista's AI.
Our tips for creating a touchpoint
- Start by figuring out where you want to place your touchpoint based on the question you have. It's best to place the touchpoint where it's most natural to answer the question and make the question as specific as possible.
- Record your video question: keep the video short since it's already placed in the right context, aiming for 10-20 seconds is good. Avoid the perfectionist in you, be yourself!
- Now it's time to place your touchpoint. You'll get what you need inside Panelista to be able to place a button, link, or QR code in the right place. Either a bit of code to paste, a link to copy, or a QR code to download.
How to place your touchpoint
Touchpoint via digital button
With a touchpoint button, you can place a video question on your website in the form of a little code to copy and paste. You can customize the button inside Panelista to determine its color and shape to integrate with your web design. A touchpoint button has both sleek design and is personal with a picture of the person asking the question.
Some use cases as inspiration:
- Place a button on the final page of a booking flow on the web to both evaluate the booking experience and capture expectations about what will happen next.
- Place a button to collect feedback before developing or changing a specific feature on the web.
Touchpoint via URL link
Linking to a video question fits especially well in, for example, an email or newsletter.
Some use cases as inspiration:
- Place a link in a newsletter to invite to a personal dialogue.
- Place a link in a targeted email to a specific audience.
- Place a link in an automated email after a customer has made a purchase to evaluate the purchase experience.
- Place a link in the right place in an app to evaluate the experience of a new feature.
Touchpoint via QR code
With a QR code, you can evaluate and collect feedback in physical environments. The QR code is generated inside Panelista when you create your video question. You can download it as an SVG image, perfect for printing, or as a PNG.
Then you need to involve someone (if it's not you) in your company who can create a simple design for your QR code to link it to your brand. You can place the QR code on stickers, printed materials, product packaging, or why not at the end of a digital presentation or monthly meeting to capture feedback from the participants.
Some use cases as inspiration:
- Place a QR code in a bus to capture the traveler's experience.
- Place a QR code on the last page of a book to capture the reader's experience.
- Place a QR code at an event to evaluate the event.
FAQ about touchpoints
Who can see a touchpoint that is placed on our website?
Anyone visiting the website has the opportunity to see it, unless you generate your own rules for when and for whom it should appear. Talk to a web editor or developer at your company as they know best what opportunities you have.
How long can someone respond to a touchpoint question?
A touchpoint question has no time limit, it is open to respond to for as long as you want it to be. If you have created a digital touchpoint, simply remove the code from the website or delete the link. If you have a physical QR code, the decal needs to be removed.
What do I do if I want to change the question on my touchpoint?
It's easy to change the question inside Panelista. You simply replace it by clicking on "new question" inside the touchpoint, so you don't need to create a new button or print new decals, the question is changed within the tool. All the answers you received previously in the touchpoint are saved so you can separate the answers you receive.
Who can see the answers that come in on a touchpoint?
Only administrators have access to the answers that come in. Those who respond to a touchpoint question cannot see each other's responses. If the customer leaves their email address for feedback, an email is sent when you respond and links back to the original thread.
- Touchpoints - feedback from the right moments
- Our tips for creating a touchpoint
- How to place your touchpoint
- Touchpoint via URL link
- Touchpoint via QR code
- FAQ about touchpoints