Get Post-Purchase Feedback

Scenario​

Encourage customers to leave feedback after a purchase. To do so, send them a follow-up email 10 days after purchase.

Allow plenty of time for your customers to receive and test the product before they leave a review. Do this by creating a delay in the automation.

Benefits​

• Invite contacts to leave reviews about your products.

• Encourage post-purchase engagement with your brand or company.

• Let your customers know that their feedback matters to you.

Further Inspiration​

• Use the opportunity to cross-sell and make product recommendations.

• Include a link to a survey to get feedback not just about products, but about the whole customer experience.

Prerequisites​

Set up conversion tracking. Conversion tracking tracks when a contact reaches the purchase confirmation page on your website. See Conversion Tracking​.

Each conversion tracking you create has a unique name in the system. You'll need to know the name of the conversion tracking event before you start setting up an automation.

Procedure​

This procedure has two parts.

A) Create the message.

B) On a whiteboard, create an automation that sends an email to a contact 10 days after every purchase.

A) Create the Message​

​RequestFeedback​

In the ​Quick Links​, click ​New Message​. Add the message content. Save the message as a prepared message. See Save Draft as Prepared Message​.

You can use ​Parameters​ to add information from the conversion to the transactional message. For more information, see Add Event Data to a Prepared Message​.

B) Create the Automation​

1. In the ​Automation​ area, create a new whiteboard.

2. Drag an ​Event​ module and an ​Event-based job​ module onto the whiteboard.

3. Drag and drop between the connection   buttons to connect the modules.

4. Define the module settings as follows:

   Event Module

   Field	Entry
   Name	Enter a name for the module.
   Job	Conversion Registered (C)​
   Conversion Tracking	Select the name of the conversion tracking. You can optionally further limit the conversion tracking. For more information, see Conversion Registered (C)​

   Event-based Job Module

   Field	Entry
   Name	Enter a name for the module.
   Job	Send Prepared Message to Contact (C)​
   Message	Select the prepared message ​RequestFeedback​.
   Contact	Select the ​Use Event Parameter​ check box.
   Parameter	You can use ​Parameters​ to add information from the conversion to the feedback message. This is optional. For more information, see Add Event Data to a Prepared Message​.
   Delay	10 days

5. Click ​Next​.
   ⇒ The ​Whiteboard​ wizard opens to step two.

6. Define the desired time frame and notifications.

7. Click ​Activate​ to immediately activate the whiteboard. Only active whiteboards are executed by the system.

   ⇒ The whiteboard is saved and activated. The automation has the status ​Running​ if the start date is immediate and ​Scheduled​ if the start date is in the future.

Gain insight into the performance of your message in the ​Statistics​ area. All of the feedback messages are evaluated together as a single message. This allows you to see at one glance how these messages are performing. For more information, see Message Statistics (window)​.