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Customer Journeys: additional segment further in the journey

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Posted on by reanm

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Hi everyone

We're trying to achieve the following:

Create a Customer Journey with the following 'design'
1. Trigger: Dynamic Segment A (initial member count e.g. 100 Contacts)
  - One of the criteria of this segment, is to include Contacts with email addresses containing a range of email domains (e.g. @vodafone.co.nz, @vodafone.net.nz etc.)
2. Send Email A
  - One of the call to actions in this email is for the Contact to go to a webform to update their email address
  - This update will be applied to the Contact record
3. Wait for a few days
4. [this is the bit that I'm not sure if this is supposed to work this way]: Add a Segment tile, using the same Segment as in point (a).
5. Assuming a few Contacts have updated their email address, we would expect the number of members in the Segment to have decrease.
6. Send a follow-up email to the reduced number of Contacts, reminding them to update their email addresses

Is this possible?

Thanks

Rean

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Segmentation

Customer Journey Design

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cloflyMao 25,210 on at

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Hi reanm,

As per my understanding, your customer journey would like below:

Dynamics segment refreshes rate is 1 hour, and you wait for a few days,

so its enough for the segment to calculate and include remaining contacts who not update address.

A customer journey likes a pipeline, contacts who updated their address will quit the journey

and contacts who still not update address will stay in the journey and keep going to end tile,

thus you won't need a new segment tile to include remaining contacts.

Regards,

Clofly

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reanm 222 on at

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Hi Clofly

Thanks so much for your response.

I'll give this a test and will update the post with the result.

Thanks again

Rean

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reanm 222 on at

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Hi Clofly

So here's our test results:

We created a Customer Journey with:

A segment with 4 contacts

Send Email A to these 4 contacts

Wait 1 day

Send Email B to the re-evaluated segment (now 3 contacts, as the criteria of the segment resulted in 1 contact being removed)

The results:

All 4 contacts got Email A

Within a few hours, the segment re-evaluated to the 3 contacts as expected

After waiting the 1 day, Email B was sent

All 4 contacts got Email B, even though the Segment was now only listing the 3 members

Is the rule that when a Contact starts a journey, they will continue to the end the journey? Irrespective of whether they're no longer part of the segment?

thanks

Rean

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cloflyMao 25,210 on at

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Hi reanm,

I have found no details about whether contact will still receive email when he/she is not in segment anymore in a live customer journey.

As per my understanding from the previous thread, it seems that all segment members at beginning of customer journey would flow to the end even if their fields changed/updated.

In addition, I want to supplement my first answer with following actions:

1. Add a suppression segment to remove contacts who updated information in live customer journey. (in Customer Journey > General tab)

2. Add a trigger after marketing form tile and set Condition to "Form submitted" to split contacts.

Regards,

Clofly

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reanm 222 on at

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Hi Clofly

Going with the Suppression Segment option, makes a lot of sense to us.

Thanks for your help.

Regards

Rean

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