medallia.com

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bloom
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medallia.com

Post by bloom »

Hi,

I work for Medallia Digital (used to be called Kampyle) who provide a software as a service offering that helps companies to collect Feedback from their customers. This feedback is an important part of their business and enables them to improve products and services, and also take action on issues affecting their customers.

Whilst we can use popups type mechanisms that isn't always the case. Often companies that use our products also have a "Feedback" button displayed on their site so that any visitor can leave feedback. The popups are invitations to leave feedback should a visitor to a website wish to. It's totally opt-in and we do not collect any personal information unless the user volunteers that information.

Our product is in the category of Customer Experience Management, definitely not advertising at all, and definitely not a session tracking or typical web analytics tool. It is all about improving the customer experience by listening directly to the customers or visitors of a website. It allows visitors to a website to contact the company directly, and the company can then engage with the visitor and resolve their specific issue or it might even be a problem that many customers experience and needs to be fixed.

We have had several companies mention that various Ad Blockers block our javascript that makes the feedback work. This unfortunate and means that they are unable to obtain insights from these customers to improve service or provide them the ability to contact the company.

What is the process for discussing and removing our domains from your lists?

The domains we use to deploy our javascript are:

Code: Select all

https://nebula-cdn.kampyle.com
https://udc-neb.kampyle.com
https://assets.kampyle.com
You can review https://www.medallia.com for further information about our products and services and see what the typical Feedback button looks like in operation.
Regards and thanks
Steven Bloom
Customer Success Manager APAC - Medallia Digital
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fanboy
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Post by fanboy »

Alot of scripts are wrapped with tracking/monitoring of click/loading of cookies/useragent checks elements.

Code: Select all

https://nebula-cdn.kampyle.com/wu/262205/onsite/generic1519426215927.js
https://nebula-cdn.kampyle.com/resources/onsite/js/cool-2.1.15.min.js
https://nebula-cdn.kampyle.com/wu/262205/onsite/embed.js
Just a quick look, can see why its blocked. Though its not blocked in the main Adblock list, only in the Tracking list.
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bloom
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Post by bloom »

Thanks for your feedback. Here is some further information about how our software operates:
- embed.js is essentially a launching script and in itself doesn't do much, it launches genericxxxxxx.js and cool-2.1.15.min.js.
- The genericxxxxxx.js contains the core APIs used to collect feedback and perform the targeting of popup invitations or display the feedback button.
- The cool-2.1.15.min.js is the click tracking code that is used for statistical purposes and ensuring application stability. When something isn't working we will know about it and then we can fix it. The click monitoring is limited to the forms that we use to collect feedback and is used to understand how useful the form is to website visitors. We absolutely do not record or track clicks of other objects or pages on any website.

We use the cookies to identify returning users and avoid inviting them for a survey if they have already done so. Usually surveys wont be offered again within 30 days, though this is configurable by the customer.

We collect the feedback information on behalf of our customers and are committed to safeguarding the privacy of anyones personally identifiable information (“PII”). All this is outlined in our Privacy Policy which you can review at https://www.medallia.com/privacy-policy/.

I appreciate your consideration in this matter.
Regards and thanks
Steven Bloom
Customer Success Manager APAC - Medallia Digital
yinon
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Post by yinon »

hi,
I would like to follow up on this as our customers are prevented from contacting their users and receive their feedback.
[mention]Lanik[/mention] Can you help explain how can we progress in removing this block?
Thanks and regards
Yinon
Head of Product Medallia Digital
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Post by LanikSJ »

yinon wrote: Wed Apr 04, 2018 10:53 am @Lanik Can you help explain how can we progress in removing this block?
What does this have to do with me exactly? rules#authors

I believe [mention]fanboy[/mention] has brought up some concerns you need to address.
"If it ain't broke don't fix it."
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fanboy
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Post by fanboy »

If they're tracking/monitoring/statistical etc, then the blocks stays. If you clean up your scripts, specifically these scripts (without then adding other tracking scripts). then It maybe considered for removal from the Easyprivacy list.

Code: Select all

https://nebula-cdn.kampyle.com/wu/262205/onsite/generic1519426215927.js
https://nebula-cdn.kampyle.com/resources/onsite/js/cool-2.1.15.min.js
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