This article is going to cover integrations and how they work within the context of Lumoa. Note that, this article will be fairly high level. Our goal is to explain the theory so that everyone understands how integrations work, even if the actual steps might change on a case by case basis.

Ideally by the end of this article you will know:

What is an integration
What are some common examples of integrations
How those common examples work
What it might take to set up an integration

If you are interested in getting an integration setup, contact your Success Manager or email help@lumoa.me

What is an Integration?

Essentially, an integration is the process of connecting Lumoa to another system to build more value out of your data. The main benefits of integrations are:

Time savings/eliminating manual work (i.e. automating data transfers to Lumoa from other survey providers such as Qualtrics, from online existing data points such as Trustpilot, or from public forums such as App Store reviews),
Proactiveness triggering actions in real time (automatically creating tickets in Zendesk or Salesforce when you receive negative feedback),
Increased insight actionability (fetching background data such as customer segment, value or tenure from your CRM systems).

Summarizing, the key benefit of an integration is that it creates an instant flow of information, meaning the actions from the integration will be triggered automagically!

What are the different kinds of integrations?

Integrations are a broad term, and there are an unlimited number of different use cases for integrations that can be done depending on what you want to accomplish. Lumoa has very clear open APIs and you can easily integrate to any modern platform.

Below, we are going to cover some of the more common integrations our clients use to provide an example of how they work. Even then, its important to remember that these are examples, and your integration might not reflect the steps below perfectly. Instead, they are there to give an impression of how an integration works in theory. If you have a use case that is outside the scope of the list below, feel free to email help@lumoa.me

Driving customer responses to Lumoa

You can easily send feedback you collect to Lumoa. For this, we will need to integrate to your platform of choice. Feedback can be collected by many different systems so, in practice, it means that you can connect to:

Survey platform you are already using to collect feedback such as Qualtrics, SurveyMonkey, Survicate, Surveyhero, etc.
CRM Systems such as Salesforce, Intercom, Microsoft Dynamics, Zendesk... With the focus on customer advocacy and satisfaction growing, an increasing number of CRM platforms offer the possibility to collect customer feedback. These platforms usually have a rich set of API's, so it is very easy to integrate them to Lumoa.
Databases where you store customer responses: In some cases, you may have a central database where you store and enrich customer responses. In most of this cases, feedback is also enriched with information from other systems and it represents the source of truth for the company. Think Snowflake, ElasticSearch, MySQL, MongoDB, etc

Lumoa easily integrates with all these systems pulling data as it flows to your system and sending it automatically to Lumoa.

If we think of a survey provider as an example, the person that has created the survey would then (in most cases) deliver Lumoa a Survey ID, and an API Key. The Survey ID is a unique identifier that will tell Lumoa exactly which survey we are looking to target, and the API Key works as credentials which will allows Lumoa to the data securely.

After, Lumoa will create an integration that will start listening to that Survey ID. In this case, Lumoa would configure this integration so that whenever a response it submitted to your survey, the integration duplicates the response and fires the duplicate off to Lumoa. This integration can also be configured so that it sends over the entire customer response, or just pieces of it. An example is if you ask end users to leave contact information, and you don't want those end user emails and phone numbers to go to Lumoa. We can configure the integration so that it only targets data you want us to collect.

Here is a flow of sending data to Lumoa through the use of a Survey provider:



Sending survey invites from your CRM

If you are using Lumoa to collect feedback, we recommend that you send survey invites through your own CRM system, as this way you have full control of who contacts your users - both when and how. This is increasingly important as privacy and security regulation becomes more relevant. Additionally, it just take minutes to set up automated survey invites so users can leave feedback after important interactions such as customer service phone calls or after the onboarding process.

In practice, you will just need to set-up a trigger in your CRM (Lumoa can help you with that) and insert the survey link in your email. You can even transfer background variables. See a video that shows you how to set-it up in Salesforce in 10 mins here

Triggering actions in real time when customers leave feedback

Many of our clients take advantage of Lumoa integration capabilities to become more proactive - automating tasks to close the loop in a very fast and efficient manner. Some use cases include generating Zendesk tickets after a customer leaves negative feedback, or automatically triggering CRM campaigns. Imagine that you have a mobile application and you get negative feedback around a performance bug that you have already solved in your latest update. With Lumoa, you can set a trigger so users that complain about performance and have an old version of your software get an automated email asking them to update to the newest version. This way you free up time from your customer service team, and get the fastest possible solution directly to your customers.

To enable this feature, you will just need access to the system where you want to trigger an action and either provide Lumoa with an account or an API token so Lumoa can securely trigger the required actions.

Downloading Enriched Feedback from Lumoa

With Lumoa you can also programatically download feedback with all the analytics results. In practice, this means that you can get a file with all the responses that includes the topics customers talk about and the sentiment for each of those topics. Typically, data scientists love this data as they can link it to internal data that cant be sent to Lumoa (such as customer location, customer purchase history, etc) and create ad-hoc internal analysis that will uncover insights that otherwise would be not available.

More information on how to proceed can be found here

Collecting public online reviews

Lumoa has the ability to crawl over the web and collect publicly hosted feedback. These can be things like App Store reviews, Amazon reviews, Trustpilot comments, etc. This data can then be delivered continuously into Lumoa, so that you can capture additional touchpoints.

Even more, you are not limited to fetching your own data. Since this is publicly hosted feedback, Lumoa bots can also fetch data on your competitors. You could have the suite of Lumoa features like topics, sentiment, and overall analysis on competitors feedback to help identify areas where they might be struggling, and then capitalize on that.

Other forms of Integrations

As mentioned above, the different types and uses of integrations are nearly limitless.

Lumoa can do something like creation of tickets whenever certain types of feedback are summited. If your end user submits a negative response, Lumoa can monitor that response, track when it arrives, and then create a ticket in your support software so that your team can resolve the issue with the end user. Similar notifications can be sent to things like Slack, to notify teams of negative responses.
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