Switching on the Service Monitor > Airship connector means that each time a customer gives feedback, the customer and feedback data will be automatically sent to your Airship database.
Data from Service Monitor is sent across to Airship in real time.
Getting started
To get started, get in touch with your Airship Account Manager. Provide confirmation in writing to your Service Monitor Account Manager that your data can be shared with Airship.
Your Account Manager will then let Airship know that they require API access to send data to your Airship database.
The following details will need to be provided to Service Monitor who will switch on the connector for your account;
Airship Personal Access Token (Read + Write)
Airship Account ID
Once Service Monitor connect to our API to retrieve a list of Unit IDs and map them in their system.
Creating an API token
You'll need to create an API "Personal Access Token" for Service Monitor to pass data into your account securely. To do this. you can either;
A) Invite your Service Monitor account manager as a user to your Airship account and let them do this themselves, or;
B) You can do this on their behalf and pass the token on to them securely.
To create an API Personal Access Token, follow our guide here >
Airship Account ID
Service Monitor will also require your Airship Account ID. If you're not sure what this is, please request it from our Customer Success team.
Airship Unit IDs
Service Monitor will connect to our API with the authentication details to get a list of venues, these will then be mapped in their platform and provided when someone interacts with that venue.
How is it used?
Feedback Invites
In the scenario that Airship sends a feedback invite to a customer who had a PoP, A feedback invite link will need to be added to the email - which will consist of;
Your Feedback url (provided by Service Monitor)
Contact ID for the customer (merge tag)
Unit ID for the visited venue (merge tag)
When a customer clicks on an email link, they will be directed to a survey. Service monitor will request the contact details (using the contact ID) for the customer and if;
They dont exist in the database or
They exist and are opted out
Service monitor will ask them to opt in as part of the survey journey. Once complete, Service monitor will post the details back to Airship.
Ad hoc survey collection (in venue / QR code)
Service Monitor send user contract details + survey feedback when a customer leaves feedback in venue.
What data is sent to Airship?
Contact email address
Contact email opt in status
Feedback transaction - Unit
Feedback transaction - Source
Feedback transaction - Type (e.g. positive / negative / neutral)*
Feedback transaction - Date
Feedback category**
Food
Drink
Service
NPS
Feedback scores
Comments
*Note, the feedback type is driven based on the score given by the customer;
if the score is 9 or 10 the feedback is positive
if the score is 7 or 8 the feedback is neutral
if the score is 0 or 6, the feedback is negative
**Note, the feedback categories are optional - so may not be available depending on if they are setup in Service Monitor.
View your data in Airship
Once the connector is enabled, you will be able to see data flowing into your Airship account, by navigating to Folders & Groups.
To access your Contact Folders in Airship, scroll down to “Contacts” in the main menu and select “Folders & Groups”.
You’ll be able to select your Feedback Group to see contacts within that Group that have been added via the Service Monitor connector. When you select a contact, you can also goto View Feedback given to see more details on the feedback provided.