Transcript

Within each BLOC you can find Canvas. Here, you can visualize the automations in your VOC program--namely Campaigns (or emails) and SuccessPlays (internal workflows). With Canvas you can create new tracks or move items around. Track names do not have to follow a linear process; they are completely customizable. 

You can also add or edit items directly from this view, or, from the SuccessPlays or Campaigns tabs.

Let’s take a look at one of the Campaigns included in the BLOC: Post Onboarding CSAT.

Within this view, we see…

• The subject and sender of the campaign
• The target users for this campaign
• The schedule for when this campaign should send
• And the goal we hope to achieve by sending this campaign

Click to edit the campaign.

Before we look at the design settings of this campaign, let’s start with the general settings. The suggested targets for this campaign are accounts with an onboarding stage that has been Live for 14 or more days, a contract status set to paying, and only users on these accounts that are identified as the onboarding contact.

To adjust these targets or add your own, click the pencil then More Filters. As you add criteria, you’ll see a preview of the customers in your database who match. If a person isn’t showing who you know should qualify, ensure the account role is set to onboarding contact within the user’s profile.

For the subject and sender, click to edit details. For this campaign to operate at scale, we’ve selected the team role: Success Manager in the From field. Selecting a team role, rather than a named team member allows Totango to adjust this information for each account. As a caution, we’ll add fallback information just in case a Success Manager has not been identified. We also use Success Manager in the email signature–which is why we have a warning indicator. Totango wants to ensure we add a fallback within the campaign body, too.

Everything else is editable within the designer, such as the introductory text. A green box will appear whenever you place your cursor over a customizable component - just click to edit.

The most important component of the survey is the attribute the rating is tied to. Click the 5-star rating to view design properties. Here you can choose the CSAT attribute to capture the recipient’s rating. Because we plan to send this survey to our recently onboarded contacts, we want to ensure that Onboarding CSAT score attribute is selected. We can also adjust the text that appears before prompting the recipient to select reasons for their score–either high or low. We can also edit those values directly, just like we did in Data Modeler.

Finally, adjust the text that appears in the confirmation message. When finished, click Save.

For the schedule and goal, we’ll leave them as is. We want this survey to continue to run anytime a user meets the criteria, and we want to mark this campaign as successful if the recipient completes the survey. Expand the Advanced Settings to count this campaign as a customer touch. When sending on behalf of the success manager, customer touch usually applies.

When I click Activate, Totango will immediately start taking action on any matching contacts and anytime a new contact meets the criteria. When the campaign runs, you can view the results under the Campaigns tab of the SuccessBLOC. The NPS or CSAT aggregation dial is automatically visible in the results.

You can also view KPIs or segments to view details of each survey, including rating, date, and comment. These ratings are also viewable on an account profile and from the user profile.

Congratulations, you have now activated your SuccessBLOC. Repeat these steps for activating SuccessPlays and other Campaigns to continually refine your voice-of-customer program.