|Category||Customer Success||Vertical||Financial, Insurance|
|Topic||Understand customer intent on one channel, then promote real-time, relevant offers on another||ID #||273|
Like most industries today, financial institutions must be able to accommodate the needs their customers across multiple channels. Using Evergage, financial services companies can gather insight about a customer’s intent on one channel and then promote relevant offers – to the same customer – on a different channel.
This campaign requires multiple segments.
Web User (Experience 2): In looking through CRM segments, identify customers that deposit a check via an ATM machine.
Teller: Identify customers who were looking at mortgages online.
The way to measure Experience 1 is to identify customers that have historically used an ATM to deposit checks, but who have begun to use your online solutions for their deposits. Experience 2 would be measured by the number of customers who researched mortgage rates online, then applied for a mortgage at a branch location after being presented with additional information by the teller.
Here is a checklist of what you need to do in Evergage to create this play on your own site:
Create segments to identify "web users" and "tellers" as outlined above
- Create a campaign with the following experiences:
- Experience 1: Promote a message - about online check depositing - to customers who deposited a check via an ATM
- Experience 2: Notify bank tellers that the customer has been looking at mortgage rates
- Add rules to show the campaign experiences based on the defined segments
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