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CX Reputation - Pricing integration

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Outline

  • The CX Reputation pricing plans are currently not integrated in the platform.
  • This means that the restrictions/location limits are not applicable to the customers.
  • Hence, it is important to integrate the pricing plans in the platform and impose limits based on the plans selected.

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Mary Taylor, 30

Bio

Goals

Needs

Frustrations

Tools

Platforms

Reputation Manager

California, US

“I’m often handling multiple projects at once - time is tight…”

Mary is a Reputation Manager at a leading beverage company. Her daily work includes monitoring the brand mentions and reviews on various social media platforms.

  • Keep an eye on the brand reputation
  • Stay connected to the customers
  • Collect actionable insights about the brand reviews and pass on to the teams responsible to fix the issues and thereby improve brand loyalty.
  • A one stop solution for managing reviews from various review sites.
  • An integrated solution to manage the entire customer journey
  • Affordable price point and sufficient features to manage online reputation of her brands.
  • The Online Reputation Management solutions out there are extremely costly.
  • There is no stop solution available to manage the entire customer journey at affordable price.
  • The solutions available out there are too complex

Personality:

  • Proactive
  • Loves Simplicity
  • Perfestionist

Tech literacy: High

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User story

Mary Taylor, Reputation Manager, 30

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As a Reputation Manager using the CX Reputation for Online Reputation Management of my brand, I want to be informed if I am exceeding my usage and need to upgrade to a higher plan based on the pricing parameters of the CX Reputation so that I can make a judgement call for upgrade.

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Problems

[Problem 1]:

[Problem 2]:

If a user has paid for the Gold Plan based on 100 locations but actually there are 150 locations from which the reviews are getting synced, there is no way to restrict the user.

No way to inform the user to switch to a pricing plan based on the usage.

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Current system limitations

[Limitation 1]:

[Limitation 2]:

There is an API to limit the number of locations at the organisation level but that has to be done manually looking at the logs.

Even if the location limit is set for a customer, there is no way for the user to know why the restriction was imposed and there is a need for an upgrade.

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Scope

  • The scope would be limited to
  • Add a resource at the CX license level to set the limits on the number of locations for CX Reputation.
  • The value for this resource would be manually set when the CX license is purchased for new customers.
  • This value can also be set for existing CX customers by logging in to the admin panel.
  • Once the value is set, CX Reputation platform will integrate an API for fetching the value of this resource for a corresponding organization.
  • Based on the limit set, a pop up will be displayed instructing the user about the limit and steps to upgrade.

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Screens

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Setting the resource value using Admin

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Lock screen

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Lock screen

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Lock screen behavior

  • The lock screen will be shown each time the user tries to install a new integration.
  • The lock screen will be shown after each sync cycle since the number of locations would be checked as a part of the sync.
  • Contact sales would open an userlite form.

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API requirements

  • An API needs to be exposed from the admin. This API will be integrated in the CX Reputation App.
  • This API will be used to fetch the value of the CX_REPUTATION_LOCATION_LIMIT resource. Based on the limit set and the location synching work on the CX Reputation platform.
  • API definition
    • Request parameters
      • QuestionPro Userid
      • Org id
      • Flag to indicate if the resource is enabled at org level or user level
      • Resource code - CX_REPUTATION_LOCATION_LIMIT
    • Response parameters
      • Resource value - CX_REPUTATION_LOCATION_LIMIT
      • Modal content, link to the userlite form.
  • Please note that the CX_REPUTATION_LOCATION_LIMIT will act at the organization level.

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Acceptance criteria

  • Resource CX_REPUTATION_LOCATION_LIMIT should be added as a resource under the CX license.
  • The location limit is not specific to an integration. It would be across all integrations.
  • This resource should be available to set a value from the admin panel.
  • The value can be changed any number of times.
  • The resource limit should be available to be consumed in the CX Reputation platform.
  • Based on the resource limit set, a pop up informing the user about the need for upgrade should be shown to the user.
  • If resource limit set is 100 and the customer has 110 locations, then the reviews from the 100 locations will be fetched on first come first serve basis. The reviews from the remaining 100 would not be fetched.
  • If the user is due Upgrade then an Upgrade button should be displayed and clicking on it a pop up would be displayed to contact sales.
  • If a customer is on a Basic plan with 50 locations and has been using the CX Reputation platform for a month and now there are additional 10 locations added, those new locations will not be synced and lock screen will be displayed to the user.
  • If the user tries to install a new integration and location limit is reached, installing a new integration should not be allowed.
  • If the user uninstalls an integration, the location limit will be checked in the upcoming sync cycle and if the number of locations are less than the location limit then syncing more locations or installing a new integration should be allowed.
  • The setting of the resource limit will be manual step.
  • If the pricing plan needs to be upgraded then the sales representative needs to be contacted.

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Thank you!