Ability to export touchpoints

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8 comments

  • Official comment
    Guy Nirpaz

    Hi Rosa - can you please say more about what you're planning to do with exported touchpoints? What purpose are you planning to use it for and in what way? 

    Would this https://support.totango.com/hc/en-us/community/posts/360048996432-Add-Keyword-Search-Functionality-for-Touchpoints request solve the problem you're looking to solve?

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  • Fickenscher, Kira

    Seconding this request. I'd really like both pagination on touchpoints and tasks and the ability to export them in table/CSV format. 

    There are several use cases where we'd like to export a certain touchpoint or task based on rich date-based filters such as - all executive business reviews scheduled for Q1 2020. The details of those tasks will include requests for an internal executive to attend the EBR and other critical information (more text than can fit in an attribute). Then we'd export the list, quickly assign executives to those EBRs, and use it for reporting on how many EBRs are happening that quarter. 

    Today I can only export the raw number of open tasks and it isn't meaningful enough to drive solid reporting back to executives.

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  • Rosa Gandler

    Hi Guy,

    I think ideally these two features would both exist, so you could search and export. The benefit of exporting the data is really to be able to do more analysis on the accounts with certain touchpoints and the content-- visualize, word cloud, share with non-Totango users. 

    If you can only search, but not export, it would limit the usefulness of the data. Here's a recent example- our Partnerships team asked how many times a customer has brought up the need for a specific integration. We don't capture this in a structured field currently, so ideally we'd be able to search notes from calls to find out and share those notes with the Partnerships team as they evaluate the necessity of building that new integration.

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  • Raymond XIE

    We have a similar request.  One CSM just interviewed 23 customers and put all customer feedback into touchpoints of individual accounts.  Now she wants to provide a raw report to the team and hopes to export all these touchpoints to a CSV file or a table.  Wonder if there is a workaround.  Thanks,  Raymond

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  • Amit Bluman

    Hi,

    I happy to inform you that the Touchpoint analysis feature was already released 🎉
    this feature enables you to analyze Touchpoint in a segment across all your customers and even export touchpoints.
    A good place to start is by creating a new touchpoint segment.  


    Read more about it here.

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  • Guy Nirpaz

    Rosa, thanks so much for your detailed answer. The main reason I'm asking those questions is that we're thinking about adding text analytics, reports, and visualization into the product. We'll make sure that the product manager will reach back out to you once we start the cycle of working on those new capabilities. We hear you loud and clear on the need to export. 

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  • Ravit Danino

    @Rosa,

    Can you please share if there is anyone else who is consuming these reports besides the product team ?

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  • Rosa Gandler

    Sure - I could imagine all of the following teams at our organization benefiting - Customer Success, Partnerships, Product, Account Management, Marketing. Basically any cross-functional interaction where the answer to a question might live in notes from customer calls.

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