Totango Customer Success Campaigns is a powerful customer success engagement and customer success marketing tool that allows you to send real-time, automated, triggered communications based on user actions and behavior within your products. Campaigns help you drive adoption and training down to the user level. Learn more about creating Campaigns in this Totango Academy article.
In this article, we’re excited to announce several new enhancements to Customer Success Campaigns based on customer feedback and new capabilities that will allow you to fully customize emails the way you want and give more visibility to the customers your emails have touched.
Big Impactful Features
- Custom HTML - even more flexibility to express your ideas and brand
- Campaigns are now added automatically to the account as touchpoints
- Sync campaign events to account activity history in SFDC
- Campaigns update last touch date and last SuccessFlow date
- Add BCC to emails to notify your team
- Personal signatures
- Add the ability to view unsubscribe users in a user segment and export it
- Tab for archived campaigns to keep active campaigns separate
- New helpful campaign stats information (in the campaign stats dialogs)
- More accurate email campaign metrics to better understand CTR
- Image and GIF dimensions are provided for template customization
- Preview and send a test email even without users in the segment
Use HTML to Send your Own Customized Email Campaign
Every company has its own unique look and feel, and it’s own unique way of communicating with customers. With the custom HTML feature, you can now add your own font, images, colors, and new templates more easily.
There are 2 main ways to benefit from this feature:
- Use Totango templates and edit the message and signature section using custom HTML.
- Customize an HTML template and paste it into Totango’s plain-text campaign template using the custom HTML feature.
Look for the source code icon to open the custom HTML dialog
This GIF will help you get started:
You can also add your own CTA buttons, unsubscribe links, etc.
Here are a few important things to note about pasting your own custom HTML:
- Only use linked images. Do not attach images to the code
- Only use in-line styling. Email campaign does not support header CSS
- Do not include @media definitions
- If you cannot see the preview it means that the HTML code cannot be parsed
Add Campaign Events to Account Timeline
A campaign sent to an account is just part of the larger customer picture. The ability to log campaign events to the account timeline will let everyone see the full customer picture including the emails they received.
A campaign event will be logged whenever a campaign is sent to the account users.
A campaign goal event will be logged when the first user of this account achieves the campaign goal.
Note, a notification will not be created based on a campaign event.
Logging the campaign event is “on” by default for every new campaign created. For any existing campaigns, logging the event is turned “off.”
When creating a new campaign, in the first step, you can define if this campaign is considered a customer touch and if so, it will log campaign events.
Sync Campaign Events to Account Object Activity History in SFDC
Many people in your company would like to view customer activity. Now Salesforce users can view campaign touches in addition to tasks and touchpoints that are synced to the account object under activity history.
If you already installed Totango’s touchpoint and task sync package, the campaign touch information will be synced as well (no need to do anything). Read here to see how to install the Totango touchpoint and task sync package.
Update Last Touch and SuccessFlow Dates Based on Campaign Events
Now the customer touchpoint of an email campaign will update the account last touch date and last touch under the specific SuccessFlow selected.
For example, I am a tech-touch CSM with a 10,000-account portfolio. I sent a training campaign to all my users who started using my mobile reporting feature. For me, this is considered a valid training customer touch, and I want Totango to log it as a Training SuccessFlow touch.
A few days later, I want to understand which customers were not touched this week for training. I created a Segment in Totango to include only users that did not receive the mobile reporting email campaign. I am able to do this because Totango updates the customer last touch and last SuccessFlow date for every campaign event logged. It is reflected in Account Profile and Account Segments (located in the WORK section).
Add a BCC to the Campaign
When sending a campaign email, you can add a BCC address to help inform CSMs or other key stakeholders in your organization about the campaign.
Since BCC is sent for every email in the campaign, it is not recommended to use it in a campaign with a large audience, because the person added to BCC will receive a large number of emails.
A good use of the BCC feature will be BCC your CSMs on summary campaigns, like SuccessBeats, and monthly customer reviews sent to the customer champion.
Another good use case for BCC is an ongoing campaign which lets the customer champion know they are exceeding their monthly usage cap and informing them that they will be charged. The CSM is BCCed cause he must be in the loop, and he can start the discussion on the right package for this customer going forward.
Sign the Campaign with your Personal Signature
A personal message is highly valued in email communication. We want people who get our emails to feel that it was sent specifically to them by a real person. Adding a personal signature is very important to achieve the personal campaign feeling.
Every Totango user will be able to add their own signature to Totango, and this signature will be used when a campaign is sent.
This feature is coming in the next few weeks! Stay tuned.
The Ability to View and Export the Unsubscribed Users in a User Segment
With this feature, any CSM will be able to create a segment of unsubscribed users and even edit their email subscription settings.
In order to keep the tab “Active Campaigns” clean for actively running Campaigns, the older campaigns that have successfully run have been moved to a new separate tab called “Archived.”
New Campaign Information in the Campaign Stats Dialog
The campaign information presented in the campaign stats dialog is much more useful. It provides the user email, account name, and Account ID.
These dialogs are available only for global admin and appear when you click on delivered, viewed, engaged, and goal achieved values on the campaign’s main page.
Improved Campaign Metrics for the Click-Through-Rate (CTR).
The campaign metric percentages are now aligned with the most accurate email marketing metrics.
Delivered percent - number of unique emails delivered / number of unique people targeted
Viewed percent - number of unique people viewed / number of unique emails delivered
Engaged percent - number of unique people engaged / number of unique people viewed
Goal achieved percent - number of users who achieved the goal / number of people targeted
Image and GIF Specifications Have Been Added
The image and GIF file sizes were added to Totango templates.
Preview and Send a Test Email With No Users
When preparing a campaign draft and defining a segment, you can preview the campaign even if the user segment is empty. It will allow you to create an email, send drafts and validate it before customizing your email recipient list.
- Customer Success Campaigns
- Using Campaigns to Drive Onboarding
- Putting Customer Success Campaigns Into Action
- Campaigns - Automate renewals and upsells
- SuccessBeat Campaigns - reflect back to your customers
For more information, contact your CSM.