Interaction Studio Classic Only
This use case is for customers using Interaction Studio Classic (formerly Evergage Classic) ONLY. For customers using the Interaction Studio 'Campaigns and Templates' application, refer to the Use Case Library instead.
Utilize Interaction Studio to inform users of scheduled maintenance or service outages.
Example
Like any financial services companies with an application used by customers, you may periodically schedule downtime to perform system updates and maintenance. To ensure customers are aware of upcoming maintenance schedules, display a popup message with pertinent information once a user logs into your application.
With Interaction Studio, you can choose to share this information only with users within your authenticated space, or you can also choose to share the notifications prior to login – by leveraging known visitors and providing that additional awareness to existing customers while still on ‘public’ pages.
Segment
All existing online banking users, which could be defined by displaying within the authenticated space on the site, or – by displaying to all known users – including those visitors who have previously logged in to the online banking platform in an earlier visit (thus capturing a broader audience).
Below are images showing two options for creating these segments
Measure
The success of this campaign is measured in reduced support tickets and calls during planned outages.
Setup
Process
Here is a checklist of what you need to do in Interaction Studio to create this play on your own site:
Create a campaign with a popup message (given the potential urgency of these messages, this is usually the most effective type as it is likely to be noticed) that shows to visitors on the public home page
- Create segments to identify existing customers
- Add rules to show the campaign based on the maintenance schedule
- (Optional) Create a second campaign with an infobar message at the top or bottom of authenticated pages that shows a reminder close to the maintenance date to existing customers who received the first popup message
Reference Materials
The following articles from the Interaction Studio Knowledge Base will provide process steps to help you execute this play:
Overview
Content Tools