Transcript
In this video, we’ll explore Customer Engagement options within Global Settings. Major topics include: Campaign defaults and touchpoint defaults.
Customer portal Within Global Settings, I’ve expanded Customer Engagement. The first area we’ll look at is Campaigns Settings. On the Email Content tab, you can control all default settings for when anyone else on your team creates campaigns: Company Signature, Footer content and style. Campaign creators have the option to override the company default or use their own signatures.
Theme sets defaults for branding: Logo, fonts, colors, and button style. These settings will apply to all existing campaigns, including the templates. And again, campaign creators can override. General locks in other settings that campaign creators can’t override.
For example, frequency ensures you’re capping the number of emails per day that the system can send to the same contact, if they happen to be targeted in more than one campaign, which also may depend on whether the campaign schedule is set up as recurring or ongoing.
Goal Achieved determines how the goal percentage is calculated–do you want to divide by the total number of emails delivered or by the total number of users targeted. You can learn more about other settings on this page in the Help Center.
Keep in mind that Domain Authentication is not required in order for your team to send campaigns from Totango, but it may improve open rate when your customers see your own domain in their inboxes instead of Totango’s default settings. And the Unsubscribe Page allows you to customize the experience for whenever anyone unsubscribes from a campaign-invoked email, including adding your own HTML for look and feel. And then you can see all users who unsubscribed from this tab.
Let’s move on to defaults for Touchpoints. Within Settings, you can limit the audiences that touchpoints can be used to send emails. Using touchpoints to send external emails at the same time is a time saver for your teams, but you may adjust these settings according to your company policy or Totango account plan. Domain Authentication is also important for this use case.
Touchpoint Reasons and Types help your teams categorize and therefore properly report on activity. You can add and remove items to the lists they can choose from, as well as allow more than one selection for reason. SuccessFlows is also something you can add and remove for when teams log touchpoints as well as tasks. Although you can create up to 30 in here, best practice is to keep it simple and only include categories that match your current business model. When your teams create new automated SuccessPlays or request information ad hoc, they can choose from any of the rapid insight forms you set up in this area.
Finally, let’s talk about Customer Portal. As your teams mature into Success Plans, they can optionally share the objectives and associated tasks directly with their customers via an online portal. This interface not only allows your customers to see the activity in real time, but it also customers to participate in the completion of these tasks. After all, customer success is a mutual effort, so assigning tasks directly to your customers using the same system streamlines effort without having to use a shared document hosted elsewhere.
Turning this portal on is as simple as enabling from Global Settings, and allowing permissions to share the plan with contacts. No need to provision customer users from there; they will automatically have access via any plans shared via touch point email. Also be sure to select one of your broadest category for default Successflow–in case anyone forgets to change it manually as well as for touchpoints that get automatically logged when sending emails from your inbox and using the email-to-touchpoint feature by bcc’ing touchpoints@totango.com
