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.
While this is not a playbook for a message within Interaction Studio, it is a key feature that you can use to enhance the way you support your customers. By integrating Interaction Studio with your CRM system and using CRM data to create segments, segment changes can be emailed to a specific customer success agent. This can be used in a number of ways including tracking customers who complete a specific action or set of actions within your application, or potentially more importantly, customers who have not carried out a specific set of actions within a certain timeframe. When they are aware of these things as they happen, your CS reps can be proactive in their management of accounts.
Using data from Salesforce, you can pass the account owner / customer success agent into Interaction Studio, linked to the accounts that they manage. With that data, you can create a segment of users from those accounts who have logged into the application for the first time in the last 24 hours.
By adding an email address to the segment, a note will be sent every time someone new is added to the segment. This email contains the name and email address of the user.
When the email is delivered and the CS agent looks at it, s/he can click the link in the email to get straight into the segment and see details about the new segment member.
Based on the details within the segment, the agent can reach out to the key contact at the account to let him know that there is a new user, see what action needs to be taken based on what the user will be doing in the system and the user’s current level of proficiency with the system.
Create a segment to capture visitors who logged in for the first time within the previous 24 hours.
As this is not a campaign, success is not measured through Interaction Studio. The opportunity lies in being able to proactively tell your customer success team or sales team in the case of tracking trial users when people are engaging with the product so they know the ideal time for outreach.
Here is a checklist of what you need to do in Interaction Studio to create this play on your own site:
- Integrate with Salesforce and your Marketing Automation System using Interaction Studio Third Party Integrations
- Determine the attributes that will be passed into Interaction Studio
- Once the attributes have been passed, create segments using these attributes (found in the ‘metrics’ category), and include the email address that should receive the alerts