Customer Journey with dynamic segment for sending out multiple customer satisfaction surveys

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Posted on by Hetti

I am a newbie to segmenting, and appreciate all help!

We're planning to use Marketing to set up a Customer Journey for sending out customer satisfaction surveys.
Recipients enter the CJ via a segment, and will receive an email with a link to the survey.

Our targets are contacts who have completed a "Delivery", and the same contact may complete one or more Deliveries.

Now, my problem is I want to ensure that the contact only receive max 1 email during a certain period (60 days), but after that period, they qualify for a new survey, if they complete a new Delivery

(Example: Contact A completes a Delivery on day 1, enters the segment & Customer Journey, and receives an email.
On day 35 they complete a new Delivery, but shall not receive a new email.
Finally, on day 70, the complete a third Delivery, and shall now receive an email again.)

I've played around with Recurrence and Exclusion segments, but am not sure what is the best way to set this up.

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Nya 29,060 on at

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Hi, Simone

I’d like to recommend you creating a custom field in Contact entity as a flag to determine if an email needs to be sent.

It can be created as a “Two Options” type and the default value is No.

Set the value of the field ≠ Yes as a condition in the Segment of the Customer Journey.

Create an on-demand Workflow which will set the field to Yes.

Add the Workflow following the sending email step in the Customer Journey. It will set the contacts who have received emails as emailed.

Add a “Wait for” after it and create a new workflow to reset the value as No, so that they can receive emails after a certain period.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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