Creating a Telemarketing Customer Journey

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I am extremely new to D365 for Marketing and have no previous experience in this area so I would really appreciate some help with this.

I am currently trying to put together a customer journey for telemarketing and the steps to be included go along the lines of:

1. Send an email to new contacts sourced by the telemarketing team

2. If opened, trigger a phone call / if not opened, trigger another email

3. If the phone call produces interest, trigger another email detailing appointment times and date / if no interest is produced, send an email

Firstly I'd like to know if what I'm asking for is possible using this D365 and if it is I'd really appreciate some tips and guidance on how to put it all together.

Many thanks, J.

Categories:

Activities

Customer Journey Design

Marketing

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cloflyMao 25,210 on at

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Hi Partner,

You could create a customer journey below:

This part is for your 1 and 2 requirements, while you can set a time out for if email opened trigger.

What I want to note is that for your requirement 3,

firstly you could add a custom two option field to phone call entity to let it represents interested or not.

I found trigger source could be set to Email/Marketing Page/Marketing Form/Event,

while set phone is interested as a trigger is not available.

So we need to create a new segment base on phone call and its related regarding contacts,

then add it into our customer journey as suppression segment, (in General > Suppression segment)

it'll make contacts who are interested quit current customer journey(with a Scheduler to create a duration to let segment refresh) while contacts who are not interested will stay in the current cj,

thus we add Not interested email tile in the end of customer journey.

Finally, we create another customer journey for interested contacts and only send them interested email.

Regards,

Clofly

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ShaileshJain Microsoft Employee on at

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Agreed with the previous poster (apart from using suppression mechanics):

- you can build a trigger on email opens

- generate a phone call

We don't support triggers on activity status, so you will need to workaround with segments currently

- build a segment on all phone calls generated via journeys AND status=<interested>

- build a distinct journey based on the segment, to send next step i.e. appointment email (you would need to build logic around emails for appointment options etc as customizations)

- you could then have next step based on interest on the appointment email (opened/click)

Since you are new to the app, suggest becoming familiar with various aspects on segments, triggered journeys before building this out end2end

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