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
Solved
Which program type is suitable fro conditional wait and survey tracking?
+1Best answer by dan_ahrens
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
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.
+2Hi 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
VP of Customer Success at Forcepoint
+1Thanks 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?
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