Customer Thermometer feature release

ClickBlocker is now live

Our year of regular customer-requested releases continues.

Our development team has been working very hard over the last few weeks, working on a feature that will benefit many of our customers in a couple of different ways. Interestingly, it’s a feature that some of the big SaaS companies are quoted as saying they can’t do anything about. We disagree…

Removing automated responses

As IT security tightens around the world, every day, there’s a new service launched to protect businesses from threats. Many of those threats are triggered by inbound emails containing rogue links or attachments which are opened and accessed by innocent employees. Link scanners and virus protection is becoming more prevalent. As a result, from time to time, our Ministry of Magic gets reports of a ‘rogue response’ in an account which has to be investigated.

A ‘rogue response’ is where a link scanner has effectively ‘clicked’ links in an email as it’s received by a server, therefore causing responses to be logged within Customer Thermometer accounts. With an Email Thermometer, it would only log the first link (all other links are effectively then locked). When a recipient went to respond, they were told it had already been responded to. With Embedded Thermometers, it might be possible to have all four responses (and any other links too) clicked and therefore logged within an account.

Whilst these situations were unusual, as of today, they can now be stopped, thanks to Customer Thermometer’s new ClickBlocker.

Stopping internal responses

The second scenario where customers have requested some additional help, is in removing or blocking responses from internal customers.

Particularly for customers using our Outlook Thermometers, it is possible for responses to be recorded by colleagues, either genuinely or, let’s say ‘over-enthusiastically’. So many of our customers bonus their staff around performance measured by Customer Thermometer, it’s vital that statistics are correct.

Again, from today, it’s possible to block responses from internal networks, ensuring all clicks are from external customers, as opposed to from staff.

See it in action

If you’ve never experienced ‘rogue responses’ or do not need to protect against responses from within your organization, you won’t need to worry about this feature.

ClickBlocker can be accessed from within your settings area:ClickBlocker in action

Enter an IP address into the box and then click ‘save’.

Immediately, all responses which have originated from that IP address will be removed from your account – so don’t be surprised if your metrics change immediately. Those responses are still associated with your account, however they have been blocked from your reporting.

You will also notice the number of responses which have been blocked are now showing besides that IP address. You can add as many IP addresses as you wish, by clicking “Add new IP address”.

You will also notice the  ‘Add User Agent string’ area. This is to further customize the blocking. In some cases, link scanners are installed on internal networks, where responses from internal networks are legitimate and need to be captured correctly. Blocking an IP address generically wouldn’t work therefore.

By defining the ‘UA string’, you can effectively filter the blocking to a specific type of device scanning the inbound email links. This can be identified by finding the ‘guilty’ User Agent from within a rogue response. To find this, open a new tab, head into your reporting and click the user details icon and then copy the offending User Agent string completely.

Recipient detail popup

Go back to your settings tab and then paste that into the User Agent String box and click ‘save’.

And finally

Whilst this new functionality won’t be needed by all of our customers, this has been a big breakthrough for the team and we hope those that use it will see huge benefit. As ever – do get in touch if you have any questions. And as always, thank you, for the ongoing feedback.