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Hi all.
I have a customer who would like to remove contacts from customer journeys based on unsubscribes.
I know contacts are being excluded when having Do not Allow Bulk emails set, but here is my issue:
As an example I have two marketing forms, one where i participate in a webinar, one where you recieve an e-book. In both customer journeys, there are multiple email engagements and follow ups.
If a customer signs up for a webinar, they will be created as a lead in the system - a parent contact will be created for email purposes. After email one, the contact unsubscribes, and will have Do Not Allow Bulk email.
The customer now does not recieving any emails. But, the day after, the customer signs up for forms number 2, the e-book, and get's Allow Bulk Emails. By this scenario, the contact will now regress through the first Customer Journey, that they unsubscribed for - and this is a problem!
Any best practice on how to manage removing a contact in a customer journey? In ClickDimensions you could use a decision node - but I don't have the same option here.
Thank you in advance!
Hi Elena
I considered the subscription lists, but unfortunately it will be to big of a implementation for my customer.
We did an advanced subscription center logic, forwarding an unsubscriber to a customer voice survey, and removing them from our only subscription list - newsletter.
We started using subscription lists, but you should be able to opt out of one webinar flow, and sign up for another, without going through the first one again.
Same thing goes for the suppression segments. If I make a segment based on a webinar participation, and if they get a do not allow bulk emails, they will be added to the segment yes. But if they sign up for another one a day after, they will be removed from the segment again.
Either way, it unfortunately doesn't add up.
Best regards,
Sine
Hi,
you may consider using subscription lists for sending e-books and newsletters (or eg news about webinars). In such case, when person unsubscribes from the specific topic (eg e-book) via Subscription center - he will be automatically removed from the current subscription list (and related customer journey), but will continue receiving promotional emails based on his membership in other subscription lists.
Another way to manage customers that are removed from a customer journey, would be using a suppression segment (could be the case for webinar participation).
"Allow bulk email" permission should be used by your customers as the way to completely unsubscribe from all marketing communications (like the ultimate - "I don't want to receive further communications from your company").
hope this helps
Br
Elena
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