A basic campaign template is only available to merchants with Multiple Campaigns.
This article discusses the settings needed to establish multiple basic campaigns that have multiple touchpoints, requesting service/product feedback at different stages in the customer's journey using the product. For details on configuring a single campaign that sends out multiple requests, take a look at Single Basic Campaign.
To understand the key concepts of multiple campaigns, it's essential that the Single Basic Campaign is read first as many of the steps in this article assume knowledge of these key concepts.
The functionality for Multiple Basic Campaigns will be explored by working through an example where an insurance company, called My Insurance, wants to establish a series of campaigns that will give them insight into their customer's experiences at 3 key stages in their insurance policies life:
- After purchasing their first policy.
- After using their claims service.
- After renewing their policy.
- My Insurance wants to send a unique set of service questions at each of these key stages but as a campaign can only trigger one service request, they would need to have 3 campaigns. These can be set up from the Campaigns tab by:
- Clicking Create New Campaign.
- Choosing a Basic Campaign.
- Defining the Campaign Name. In this example, New business.
- Defining the Trigger Name. In this example, New business.
- Adding the Tag Conditions. In this example, campaign:new business.
- Saving Trigger
- After completing these steps, the Campaign Manager would show the campaign as:
- Similarly, 2 more campaigns would then be created, one for the claims service and another for renewals. Once all 3 are configured, the campaign would be presented as:
Each trigger's set of Feedback Preferences would then need editing to support the gathering of feedback for that part of the journey, for example:
For New business, the service request introduction could be "Welcome to My Insurance. Thank you for choosing us as your new home insurance provider". Questions could include "How would you rate our service?" or "Where did you hear about us?".
For claims, the service request introduction could be "You recently used our claims service. How did we do? Your feedback will remain private and will be used solely to improve My Insurance's service." Questions could include "How would you rate the overall experience of using My Insurance's claims service?" or "How could My Insurance improve their claims service?". By default, all feedback is published on our website and passed to Google but as the feedback about claims could involve sharing personal details, using Campaign Preferences, feedback can be made private to ensure that no personal details are unintentionally published.
For renewals, the service request introduction could be "Thank you for choosing to renew your policy with My Insurance".
The sales file would then need to be configured to use the right campaign at the right time. This would be done through tags against each sales line. For example, a first-time customer (where campaign is new business) would need to have tags configured similarly to:A customer who has used the claims service would have a campaign tag of claims:
And a customer renewing their policy would have a campaign:renewals associated with their sale line: