This article introduces Campaign Manager and the built-in campaign templates and looks at how to start/stop campaigns and, where multiple campaigns exist, manage campaign priority.
As a Feefo merchant, you'll be wanting to achieve the best possible response rate from your customers when sending review requests. How to achieve the best results will vary greatly depending on the audience and market so we offer you many options through the Campaign Manager to tailor your campaign to your customers.
Campaign Manager is an interface that gives access to settings and preferences that affect all feedback request communications including:
- Determining which messages you send and when.
- Defining the content of feedback request, feedback reminder and 'not tried yet' reminder emails.
- Defining the content of the feedback request form.
- Customising the thank you page messages.
- Creating multiple campaigns (if you have Multiple Campaigns).
- Configuring which campaign and channel are used (if you have Multiple Campaigns).
- Defining SMS message content (if you have Multiple Campaigns and Feefo SMS).
- Campaign Manager is accessible to all Merchant Admins (an administrator role) from within the Feefo Hub so the first step is to log into your Feefo account at https://hub.feefo.com. Enter your:
- Email address.
- Click Login.
- All campaign settings are accessed through the left-hand navigation menu. Click on Campaigns. If this option is not available it's probably because your login does not have the privileges of a Merchant Admin. Please contact your company's Feefo Administrator for further advice.
- Campaign Manager opens and lists the campaigns associated with the account. When a Feefo account is first created, it's done so with a single campaign, known as the 'Default Campaign'. As this is the only campaign, all feedback request communications irrespective of any settings, configurations or sales file customisatons will be sent from this campaign. The example shown here is a new account and so there is only the default campaign. Note that the default campaign cannot be deleted and its name cannot be changed.The default campaign is created with a status of 'processing sales' and 'sending requests'. This means that once a correctly configured sales file for this account is uploaded and processed successfully by Feefo, the feedback requests will start being sent immediately. The sales file does not need any special settings apart from having an email address for all customers. See Sales Files for more details.
When the default campaign is processing sales and sending requests, all sales in the sales file will be processed according to the default campaign's 'Campaign Preferences' and 'Feedback Preferences'. All customer responses received are published on Feefo's website and sent to Google unless a privacy option is set. More details on the privacy settings and their interdependencies can be found in Campaign Preferences.
Note that all of the campaign counts shown in the previous screenshot are zero due to this being a new account. When up and running, the counts show:
- Pending requests = Sales that have been processed but not had their feedback request sent.
- Requests sent = Sales that have been processed and had their feedback request sent.
- Responses = The number of customer responses received from the requests sent.
- Response rate = The percentage of the requests sent that have had a customer response.
- A default campaign must always be 'processing sales' but it can be set to 'not send requests' by clicking on Stop sending requests.Processing sales but not sending requests is a combination that's particularly useful when setting up your campaign. It allows you to pause the sending of feedback requests until you have finalised your feedback request content and other preferences and had a chance to test the campaign. Any new sales sent to us whilst the campaign is paused will be added to your account as 'pending requests' but nothing is sent until the default campaign is set to 'send requests'. It's also useful to use this combination whenever editing a campaign as it will stop requests with unfinished or incomplete settings being sent until everything is ready. A prompt asks if you want to suspend the sending of feedback requests. Choose Yes.Note that the campaign status has changed to not sending requests and the red button (Stop sending requests) has changed to a green button (Start sending requests). The campaign continues to process sales even when sending requests is turned off so as new sales are uploaded to Feefo, the number of pending requests will rise but the number of requests sent will not change. Once sending requests is started again, the number of pending requests will drop and the number of requests sent will rise.
- To restart sending feedback requests again, simply click Start sending requests. You'll be asked to confirm the action by choosing Yes and the status will change to show that both processing sales and sending requests are now active. Any pending requests will be queued to be sent using the most recently saved campaign settings but the requests may not actually be sent straight away as the send time can be delayed by one of the Feedback Preferences.
- The default campaign has pre-configured settings that allow you to get up and running with Feefo quickly and easily, but to get the best from your account, you should explore the settings in:
- In the lower part of the form, there are two useful campaign development tools: The first tool is the ability to Test Campaign by sending test emails to an address of your choice. The content and design of the emails are as configured in the default campaign so will be exactly as your customers will see them. Entering an email address and pressing Send will send up to three test emails for a default campaign, the actual number of emails sent will be dependent on which emails are enabled within the campaign. The language of these emails will be as defined in 'Campaigns > Campaign Preferences > Campaign Type > Feedback Request Language'. The full set of emails for a default campaign are a feedback request email, a feedback reminder email and a 'Not tried yet' reminder email. When testing Multiple Campaigns, each campaign can have multiple triggers, and each trigger could have up to three test emails too. This means that Multiple Campaigns can generate many more test emails. If you have Multiple Campaigns and Feefo SMS and have a campaign configured to use SMS, there will also be an option to send test SMS messages requesting feedback. Note that as each test message sent is deducted from your monthly allowance and each time you send test messages, depending on the campaign's configuration, there could be several messages sent, use this feature sparingly.
The second development tool is Download example sales file. This creates a fully configured campaign-specific .csv file with example data prepopulated for the campaign. As the default campaign sale file has a simple structure, the file produced will only have the correct row headers and merchant identifier. The rest of the data will need replacing and will need to be added according to your own sales data. When used with Multiple Campaigns, the tag data is included alongside each sale too which really helps when building a sales file that supports multiple campaigns. The example shown here is a sales file for a default campaign (i.e. without any tags).
- Campaign Manager can create and manage additional campaigns but this is only possible for merchants with Multiple Campaigns. To enable this on your account, please contact your Feefo Account Manager or contact us.
The following section explains the extra features and functionality in Campaign Manager to support Multiple Campaigns. If you do not have Multiple Campaigns or do not intend to use it, we would recommend moving onto Feedback Preferences.
- Multiple Campaigns is an optional product on your account that allows you to create and manage multiple campaigns. Any number of campaigns can be saved to an account and any number of these can be actively processing sales and sending requests at any time. Multiple Campaigns offers a powerful, flexible and customisable environment for sending multi-touch communications, asking customers for feedback at various touch points in your business's consumer journey. Once logged into Feefo, multiple campaigns can be created using Campaigns > Create New Campaign or by using the Create New Campaign button in the Campaigns window discussed above. The only visual difference between an account with the option 'Multiple Campaigns' and one without is that those with multiple campaigns have the Create New Campaign button in the Campaigns Manager.
- To help with creating multiple campaigns, we have supplied two templates; 'Basic Campaign' and 'Pre-Post Travel Campaign'. The templates offer predefined settings which are commonly needed in campaigns and provide default content for all feedback communications. The differences are as follows:
- A basic campaign's content is generic asking customers to 'Rate Your experience'. The rules determining when this campaign's communications are sent are defined by a single condition. Basic campaigns are however fully customisable and so although single-touch and generic by default, they can be edited to be multi-touch and customised to fit any industry or product.
- A pre-post travel campaign's content is specifically designed to support the needs of the travel industry. Two communication templates are supplied; post-booking, for immediately after the purchase of the travel product ('Rate Your Booking Experience') and post-travel for after travelling ('Rate Your Travel Experience'). Pre-post travel campaigns are also fully customisable and so although set up by default to support the travel industry, they can also be customised to fit any industry or product.
- Clicking Create New Campaign asks you to choose a template, 'Basic Campaign' or 'Pre-Post Travel'. To create a campaign select either Basic Campaign or Pre-Post Travel Campaign and then click Continue.
The Campaign Setup form is opened giving you access to the various sets of preferences for the new campaign. These preferences are considered beyond the scope of this introduction article but links to all customisation options are shown at the end of this page. Once fully configured and saved, returning to the Campaign Manager will show the new campaign in the 'Custom Campaign' section below the 'Default Campaign'. Note that new campaigns are initially created 'not processing sales' and 'not sending requests'. Unlike the default campaign, custom campaigns do not need to be always processing sales, but instead, they can be listed and inactive until they're needed.To start processing sales for the Pre-Post Travel Campaign, click on Pre-Post Travel > Action > Start Processing Sales. After confirming the action, the campaign status changes to 'processing sales'.
The campaign is also 'not sending requests'. Leaving it in this configuration can be useful whilst you customise your campaign as it means no feedback requests will be sent until it's turned on. This gives you a chance to finalise the changes and check test emails/SMS before sending any customer feedback requests. To turn on sending requests, use Pre-Post Travel > Action > Start Sending Feedback Requests. After confirming the action, the campaign status changes to 'sending requests'.
Turning off processing sales and/or sending requests can be done through the same Action menu using Stop Processing Sales and/or Stop Sending Feedback Requests respectively. Both of these actions require confirmation. Once turned off, the campaign is returned to a being inactive but still listed.
Custom campaigns can be deleted but only if the campaign has not sent any requests yet. This means that 'requests sent' must be zero.Assuming no requests have been sent, the campaign can be deleted using Pre-Post Travel > Action > Delete. Confirmation is required before the deletion takes place. If the campaign shows the number of requests sent as anything other than zero, the option to delete will not be available.
Another feature of Multiple Campaigns is the ability to rearrange the priority of campaigns using the Campaign Manager. As already discussed, all custom campaigns are displayed in their own section below the default campaign and this example has three custom campaigns as well as the default.
Looking at the above screenshot in more detail, the 'triggers' which determine when each campaign sends requests are shown in the grey area of each campaign section under the relevant processing/sending status. Each trigger uses 'tags' to control when a campaign is used. For more details about tags see Sales File: tags
- The '12 month lease' campaign sends feedback requests to sales that have been uploaded with the 'campaign' tag of '12 month lease' and the 'date' tag of 'start', '3 months', '6 months', '9 months' or 'end'.
- The 'New business' campaign sends feedback requests to sales that have been uploaded with the 'campaign' tag of 'new business'.
- The 'Renewals' campaign sends feedback requests to sales that have been uploaded with the 'campaign' tag of 'renewals'.
- Any sales that have been uploaded that don't have a 'campaign' tag with one of the above values will have feedback requests sent from the default campaign.
- 'Default Campaign' and '12 month lease' are the only campaigns processing sales and sending requests. This means that despite having four campaigns available, communications to any customers whose sales lines are NOT tagged with the 'campaign' of '12 month lease' together with the 'date' tag with a value of 'start', '3 months', '6 months', '9 months' or 'end' will be handled by the default campaign. As the tags/values used in this example are unique to each campaign, there isn't any possibility of any conflict but as the Campaign Manager allows the same trigger to be added to more than one campaign, it's possible that more than one campaign could match the tags/values and appear to be in use. For example:Both custom campaigns have a trigger of 'campaign' with a value of 'new business'. As the 'New business' campaign is not processing sales and not sending requests at present, there isn't an issue but setting it to process sales does produce a warning:With both campaigns now processing sales, any sale with a 'campaign' tag of 'new business' that does NOT also have a 'date' tag with a value of 'start', '3 months', '6 months', '9 months' or 'end' should use both campaigns but as each sale line can only use one campaign, this isn't possible. As can be seen by the warning, the campaign's 'priority' will determine which campaign is used. Priority is determined by the position in the list of custom campaigns in the Campaign Manager, the higher up in the list it is, the higher the priority. In this case, the '12 month lease' campaign is listed above the 'New business' campaign and so the '12 month lease' campaign takes priority. To change the priority, you need to reorder the list of campaigns and this is done by dragging the appropriate campaign above or below its current position. Place your cursor in the white box of the campaign you want to move and you'll see that the cursor changes to a 'hand' cursor. Press and hold your left-hand mouse button, move the mouse and you'll see that you've picked up the campaign on your cursor. Drag and drop the campaign on top of the campaign that's currently in the position where the campaign being moved needs to be placed, let go of the mouse button and the campaign will be placed in the new position. In the example below, campaign 'New business' has been dragged to the top of the list, replacing campaign '12 month lease'. Notice how the warning has now moved to the '12 month lease' campaign, the lowest in the list. The 'New business' campaign is now the highest priority and so any sale with the 'campaign' tag of 'new business' that does NOT also have a 'date' tag with a value of 'start', '3 months', '6 months', '9 months' or 'end' will now use the 'New business' campaign.
- As the optional product 'Multiple Campaigns' builds upon the same functionality and features of default campaigns, our recommendation is to work through the following articles in this order:
- Feedback Preferences - Applies to all campaigns.
- Customise Email - Applies to all campaigns.
- Customise Form - Applies to all campaigns.
- Feedback Reminder - Applies to all campaigns.
- Not Tried Yet Reminder - Applies to all campaigns.
- Campaign Preferences - Applies to all campaigns.
- Single Basic Campaign - Applies to multiple campaigns only.
- Multiple Basic Campaigns - Applies to multiple campaigns only.
- Pre-Post Travel Campaigns - Applies to multiple campaigns only.
- Feefo SMS - Available as an option for multiple campaigns only.