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 a single service feedback request and multiple product feedback requests, each at different times, take a look at the 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, named My Insurance, is establishing a series of campaigns that will give them insight into their customer's experiences at three 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 the key stages but as a campaign can only trigger one service request, they need three campaigns, each set up from the Campaign Manager using the following steps:
- Click Create New Campaign.
- Choose a Basic Campaign and Continue.
- Define the Campaign Name. In this example, New business.
- Define the Trigger Name. In this example, New business.
- Add a Tag Key and Value. In this example, campaign:new business.
- Click Save Trigger.
- Click Save Campaign.
- Click Back to Campaigns.
- After creating one campaign, the Campaign Manager shows:
- The above steps are repeated using different campaign and trigger names, one for the claims service and another for renewals. Once added, the Campaign Manager lists four campaigns:
- Customise the triggers so that they are optimised for collecting feedback at the three key stages by clicking Feedback Preferences for each trigger and setting up the options, 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".
- Once the campaigns and triggers are configured, you will know which tags are needed for each sales line. Create a suitable spreadsheet by hand for all campaigns or use Download example sales file within each campaign to create example sales files, one for each campaign. The example sales files will be similar to:
For a new customer (the New Business campaign):For a customer who has used the claims service (the Claims campaign):And for a customer renewing their policy (the Renewal campaign):
- Combining these files together into a single spreadsheet allows mixed customer data (new business, claims and renewals) with real product descriptions to be uploaded in one file:
- Start 'processing sales' for each campaign, upload the sales file and check that all sales were uploaded successfully. Once you are happy everything looks good, start 'sending requests'.
- This completes the Multiple Basic Campaign article.