Hello,
I would like to send out an email to our customers who have not used our products for X days. In this email, I would like to include a 1 question survey to given them the opportunity to tell us why. I need to be able to track 2 things in this program:
- Has their usage improved after receiving the 1st message? If so, they end the program there and then. If not, a reminder needs to be sent.
- Have they responded to the survey in the email?
Which type of Program would be most suitable for this? Email chain enables me to add a conditional wait and see what the user's usage is after receiving the 1st email. I don’t see however where I can track the survey responses in here.
Generic Survey allows me to track the survey responses but the conditional wait is limited to Escalation/Reminder email and does not allow me to create a condition to end the program if a user's usage has improved.
Any idea how to achieve this please?
Thanks
Katerina
Page 1 / 1
For tracking the survey responses in a program, have you tried to use QB to build your input to include the survey response status, either from AO Participants or a survey-flattened table? You will need to use a calculated field to get the most up-to-date value.
Hi Katerina,
Take a look at this page which shows how you can use all types of variables in your conditional wait and outreach logic, including survey response or usage metrics.
https://support.gainsight.com/Journey_Orchestrator_and_Email/Programs/Programs%3A_Using_Calculated_Fields
Take a look at this page which shows how you can use all types of variables in your conditional wait and outreach logic, including survey response or usage metrics.
https://support.gainsight.com/Journey_Orchestrator_and_Email/Programs/Programs%3A_Using_Calculated_Fields
Thanks for the suggestion Dan, it nearly worked but the issue is that once the email goes out, I can add the Conditional Wait only when a participant responded. If they have not, which will be the case across most, the only options I have is to send CTA/end the outreach – I cannot add a conditional wait to check their usage.
Would there be another way?
Would there be another way?
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.