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Process documentationExample of an Event-Triggered Campaign

 

The following example explains how to use and create an event triggered campaign to deal with responses to a survey.

Example

Your company sends out several newsletters by e-mail that contain a link to a survey where the customer can make complaints. These complaints all need to be handled centrally so that they are dealt with consistently. To do this, you launch an event-triggered campaign from the newsletter campaign whenever there is a complaint.

Prerequisites

You have created:

  • An automated campaign for sending out newsletters

    This campaign should contain a profile All members. You have also created a mail form to be sent out periodically to these members, containing a link to the survey where they can enter their complaints.

  • A second automated campaign

    For example, a birthday campaign to send a birthday mail to everyone whose birthday falls on a certain date. In this case, you have created a profile for this campaign containing all those whose birthday is on a certain day. You also need a mail form Birthday Wishes, also including a link to the survey for complaints.

  • Your event-triggered campaign

    You need a mail form More details with a link to the survey for complaints.

Process

In the first two campaigns:

  1. In the campaign start node details, indicate that it is a periodic campaign of type monthly, with 12 periods and an optional start date.

  2. In the campaign element details:

    1. Select the workflow Create Target Group and Channel Transfer.

    2. Select e-mail as the communication medium and assign the relevant form for e-mail with a link to the survey.

    3. Enter a profile in Segments that contains the selection criteria for members.

    4. The start date is optional.

  3. In the decision node details, create the rule In the survey <survey>, business partner answered <question> with <answer>. The question would be Any complaints? and the answer yes with a follow-up step to handle complaints.

  4. In the details for the connector node, assign an event-triggered campaign with an optional start date and delay. This is the time you wish to delay between a response and the triggering of your follow-up to that response.

In the event-triggered campaign:

  1. In the details for the campaign start node, make the setting for an event-triggered campaign.

  2. In the details for the decision node, create three rules:

    1. Business partner meets profile <Profile-A>

      Follow-up step: Generate Planned Call for Interaction Center Agent

      In this case, the customer has complained but did not give any details so someone needs to phone and find out what the problem is.

    2. Business partner meets profile <Profile-B> and in the survey answered the question <Product or Service Complaint> with <Service>

      Follow-up step: Service Complaint Processing

      In this case, the customer specified the nature of the problem and it can therefore be passed on to the relevant area.

    3. Business partner meets profile <Profile-B> and in the survey answered the question <Product or Service Complaint> with <Product>

      Follow-up step: Product Complaint Processing

      Again, the problem can be passed on to the relevant area.

  3. Create a campaign element for each rule.

  4. In the details for the first campaign element, select the workflow Send Responder to Channel and that this should start for each responder.

  5. In the Channel details, enter IC and assign a relevant script. There should be no start date, as the response should be immediate.

  6. In the remaining two campaign elements, select the workflow Send Responder to Channel and that this should start for each responder.

  7. In the Channel details:

    1. Enter e-mail as the communication medium.

    2. Include a form for e-mail and an e-mail address.

    3. Do not enter a start date as the response should be immediate.

More Information

Event Triggered Campaigns

Campaign Automation

Mail Forms

Target Groups