Customer Service data

Customer Service Management Platforms (CSMs) and Lexer. Leveraging Lexer’s Custom Events API, brands can write Customer Service Management ticket data from platforms like Zendesk, Gorgias, and Freshdesk into the Lexer CDXP.

Introduction

Customer Support Data, such as service tickets, are used to enrich customer profiles in Lexer with additional events and details of recent customer service enquiries.

The data flows from CSMs via an Integration Automation Platform (IAP) like Zapier or Mulesoft  into Lexer. Leveraging the 3rd party to transform the CSMs internal structure into the required format for Lexer.

Once provided to Lexer, users can segment profiles, do deeper analysis, and activate profiles and data into external systems leveraging the CSM data as part of the profile.

Use Cases

A short list of example use cases include: 

• Expose customer service engagements in Lexer’s clienteling and engagement tools like Serve and Contact
• Create segments based on customer service history (e.g., frequent complainers, resolution time)
• Target retention campaigns at customers showing service-related churn signals
• Identify VIP/high-value customers for special service handling
• Enable revenue attribution from service interactions to purchases

High Level Workflow

1. Customer submits support request through available channels
2. CSM platform fires webhook to IAP with ticket data
3. IAP formats ticket into Lexer schema and makes API request to Lexer (Additional API requests on CSM may be required to collate all required data)
4. Lexer processes, enriches, and presents ticket in the CDXP

The above process is repeated for every response or change on the ticket in the CSM - leading to one ticket for each conversation inside of Lexer.

Once within Lexer, the ticket data can be used as events and attributes on profiles as usual.

Implementation

Tickets are available within Lexer as Custom Events, and require a small amount of configuration by the Lexer team before being available. Together with the Lexer Solutions team, you will help follow this onboarding process:

Event format

Javascript
{
  "ticket_id": "string",             // CSMs ticket ID (required)
  "action_at": "2024-11-06T...",     // ISO timestamp of ticket creation (required)
  "link": {                          // Customer Identifier, (only one required)
    "email": "aaron@gmail.com",      // May be phone for sms tickets (preferred)
    "mobile": "+61404000000",        // May be phone for sms tickets
  },
  "title": "Faulty seam",            // Ticket subject/title
  "ticket_url": "https://...",       // deep link to the ticket
  "description": "Jacket has...",    // a ticket descrioption for presentation to users
  "timeline": {
    "created_at": "2024-11-06T...",  // ISO timestamp of ticket creation (required)
    "closed_at": "2024-11-06T...",   // ISO timestamp of ticket closure
    "duration": 120,                 // Total minutes until closure
    "reply_time": 23,                // minutes between replies
    "first_reply_time": 19,          // minutes until the first reply
  },
  "channel": {
    "type": ["email"],                // e.g., "email", "chat", "web_form", "api"
    "name": ["help@mybrand.com"]      // email used in communication
  },
  "status": "open",                   // the status value of the ticket
  "tags": ["complaint", "ecommerce"], // array of string tags on the ticket
  "agents": ["Aaron W", "Matt M"],    // array of agent names on the ticket
  "satisfaction_score": "good"        // satisfaction score if available
}

Note that only the Ticket ID, Action At, created_at, and Link details are required, all other fields are optional but we recommend including as much detail as possible to ensure the highest success in the use cases.

Many platforms, like Zendesk, offer ticket metrics which can be used to populate the timeline object.

Note that this isn’t intended to be a complete copy of all the ticket details - particularly the content of the conversation, but captures enough information via tags, status, title and description to deliver upon the use cases.

Providing a ticket_url will allow users with access to click through to the CSM platform to engage and interact as needed.

Although it is possible to modify the event schema to support custom fields or other use cases, we advise to use this as the boilerplate and introduce new fields as needed after consultation with the Lexer team.

API

Lexer accepts the event payload as an array of 1 to 1,000 event objects to an API endpoint like this: https://api.lexer.io/v1/datasets/{dataset_id}/customer_support_ticket. The actual URL will be provided once the event and related dataset is created.

Further details of authentication and error handling can be found here: https://learn.lexer.io/api-documentation#schema/purchase_event. 

Enrichments

Event Search

The following event properties will be searchable as Events within Lexer’s Segment Builder and other tools:

• Title
• Created At
• Closed At
• Duration
• Reply Time
• First Reply Time
• Channel Type
• Channel Name
• Status
• Tags
• Agents
• Satisfaction Score

Note that Lexer will only expose the last 120 days of ticket data as events in the Segment Builder.

Attributes

Lexer will enrich profiles with the following attributes to aid in analysis and activation:

• Last Ticket Date: The date of the last ticket date
• Last Satisfaction Score: The last satisfaction score provided by the profile
• Ticket Count: The number of tickets created by the profile
• Channel Types: The channels the profile has engaged with
• Tags: The tags used on tickets opened by the profile
• Agents: The agents the profile has engaged with

Backloading Data

Once the data flow of new tickets is operational via CSM > IAP > Lexer, backloading of data can begin if required for the solution.

However, Lexer only exposes the last 120 days of ticket events in the segment builder due to the half-life of value on historical ticket data.

The APIs and described event schemas can be used to backload the historical data as needed.

Lexer to CSM platforms

In this document we explored getting CSM ticket data into Lexer, but not sending Lexer data to CSM platforms.

Lexer offers a handful of solutions that depend on the CSMs ability to ingest data which include:

• Profile Read API: A low latency API to read profile information for web personalisation and CSM use cases.
  Learn more about Profile Read API here: https://learn.lexer.io/docs/profile-read-api 
• Lexer Activate: Export profiles and attributes via SFTP or similar that are pushed into the CSM
  Learn more about Activations here: https://learn.lexer.io/docs/activate-overview 
• Lexer Serve: Embed our clienteling tool into the CSM using iFrames and WebViews.
  Embedding capabilities are coming soon and available in early beta. Please contact your Lexer representative to explore early access.
• Engagement Webhooks: To push messages from Lexer Contact and Lexer Serve into the CSM to ensure they remain a source of truth on customer conversation.
  Embedding capabilities are coming soon and available in early beta. Please contact your Lexer representative to explore early access.