Consumer Notifications Member User Guide

Transcription

1 VIRTUOSO.COM USER GUIDE Consumer Notifications Member User Guide AUDIENCE: Members TOPIC: New auto-triggered notifications to your clients. CONSUMER NOTIFICATIONS HIGHLIGHTS Automate outreach to your clients for those occasions that are predictable through participation in MyMarketing. Granular control of notifications o Customize the content on notifications to add your personal touch o Advanced notice and previews of s/notifications o Control which notifications you want to go out o Control which clients you want to opt out of certain notifications o Ability to cancel queued notifications o Reporting on notifications such as sent, delivered, & opened OVERVIEW Virtuoso s Consumer Notifications program leverages the CRM and transactional data your agency shares with Virtuoso to determine when to send a notification to your client. Each notification looks for different client-specific criteria to trigger the notification , such as a birthdate associated to your client s profile in your back-office system. The current offering of notifications is: 1. Happy Birthday a. A simple happy birthday message b. Is triggered to go out based on the Birthdate client profile field c. Will send to the client on their birthdate 2. Milestone Birthday a. A message to plan travel for an upcoming major birthday (30th, 50th, etc.) b. Is triggered to go out based on the Birthdate client profile field in 10 year increments starting at 30 years c. Will send to the client 1.5 years prior to the Birthdate 3. Happy Anniversary a. A simple happy anniversary message b. Is triggered to go out based on the Special Dates, Wedding client profile field c. Will send to the client on their Wedding date 1

2 4. Milestone Anniversary a. A message to plan travel for an upcoming major anniversary (10+ years) b. Is triggered to go out based on the Special Dates, Wedding client profile field in 10 year increments c. Will send to the client 1.5 years prior to the Wedding date 5. Welcome Home a. Welcome back from a just travelled trip b. Is triggered to go out based on the trip end date of a preferred tour or cruise booking c. Will send to the client 2 days after the trip end date 6. Thinking of You a. A message while your client is travelling to let them know you are here if they need anything b. Is triggered to go out based on the trip start & end dates for trips longer than 10 days c. Will send to the client halfway through the trip (depends on trip length) 7. Bon Voyage a. A message wishing you client a great cruise trip b. Is triggered to go out based on the trip start date of a preferred cruise booking c. Will send to the client 5 days prior to the trip start date 8. Have a Great Trip a. A message wishing your client a great trip where a tour was booked b. Is triggered to go out based on the trip start date of a preferred tour booking c. Will send to the client 5 days prior to the trip start date 9. Passport Expiration a. A 1-year notice to remind your client to renew their passport b. Is triggered to go out based on the passport expiration date c. Will send to the client 9 months prior to expiration 10. Travel Insurance Reminder a. A reminder to buy trip insurance for an upcoming trip b. Is triggered to go out based on having a preferred tour or cruise booking, but no travel insurance booking detected c. Will send to the client within 14 days of the booking 11. Onboard Booking Activity a. A message encouraging clients to schedule their next trip while on a cruise to take advantage of onboard booking savings b. Is triggered to go out based on the trip start date of a preferred cruise booking c. Will send to the client 30 days prior to the trip start date 12. Missing TSA/Global Entry Information a. A reminder to provide their TSA or Global Entry information for their client profile b. Is triggered to go out based on the Global Entry or TSA field is blank c. Will send to the client annually based on the client s profile create date (including newly created profiles) 2

3 PARTICIPATION Participation in the Consumer Notifications program requires that your agency syncs or shares its transactional data with Virtuoso. Permission to participate is granted by Virtuoso at the individual advisor level by using the MyMarketing & Notifications Approval setting on the Agency Settings page on virtuoso.com. Once Approval has been granted, a new section will appear on the Marketing tab of your virtuoso.com profile. Participation can also be granted at the agency level to allow clients who are agency-assigned, or not assigned to a specific advisor within your agency, to receive notifications as well. Once agency Approval has been granted by Virtuoso, the Consumer Notifications section will appear on the Marketing tab of the agency s virtuoso.com profile. ADVISOR & CLIENT OPT-OUT In the Consumer Notifications section, you can choose to opt-in of specific notification types as well as see the individual client marketing settings/codes to use to opt-out individual clients from a notification type altogether. To opt all your clients in to a notification type, navigate to your profile on virtuoso.com. Select the Marketing tab and scroll to the Consumer Notifications section. Click Edit next to the section header and the table becomes editable. Check the checkbox for any notification that you want your clients to receive. If you want to opt-out individual clients insfrom a notification type, you will need to use the Client Marketing Value settings on that client s profile in your CRM or spreadsheet sync. Virtuoso will see those new marketing codes in our sync and make sure that client never receives notifications of that type. To manage Agency Assigned clients, these same settings appear on the agency s virtuoso.com profile, under the Marketing tab. 3

4 CUSTOMIZING YOUR NOTIFICATIONS For each notification type, you can update the Subject line, Header line, and Body text of the notification that your clients receive. To customize your notifications, click the MyMarketing button on the Consumer Notifications section of the Marketing tab on your virtuoso.com profile. 4

5 In a new window or tab, the MyMarketing platform will open. Click Menu in the top navigation and select Edit Notifications Text from the dropdown From the Edit Your Profile page, scroll down to the Consumer Notifications Preferences section and click the + to expand it. Here you will see a field for the subject, headline, and body text for each notification. Feel free to edit the text as you see fit, but keep in mind that the subject line and headline should remain somewhat brief, with the body text holding most of your content To personalize each notification to your clients, use Contact Tags to automatically insert each client s name or other information into the body of the . To learn more about Contact Tags, view the user guide. When you are done, be sure to click Save Profile at the bottom of the page. ADVISOR QUEUE When Virtuoso determines that a new notification should be sent, based on CRM or booking activity, we trigger the appropriate notification to be sent. Notifications are triggered 10 days before the actual Send Date of the . To ensure you are aware of what is scheduled to be sent on your behalf, Virtuoso will send you an Advisor Queue that will list any notifications currently scheduled to be sent to your clients. 5

6 For Agency Assigned clients, a Notification Administrator must be set on the Agency s Consumer Notifications section. By default, the Virtuoso primary contact s is selected. To update this, click Edit on the Consumer Notifications section of the Agency s profile and enter a new address to receive these s. You may also just turn them off. If you do not want to receive the Advisor Queue , you may turn them off by unchecking the Receive Advisor Queue s checkbox on the Consumer Notification section of the Marketing tab on your virtuoso.com profile. Only on Agency s profile 6

7 PREVIEWING NOTIFICATIONS There are two ways you can preview a notification that is scheduled to be sent. MyMarketing Calendar on virtuoso.com The calendar on the MyMarketing page on virtuoso.com will list any notifications scheduled to go out. Agency Staff users will see each notification scheduled to go out on their behalf with the name of the recipient. By clicking on the notification name a new window or tab will open in your browser with a generic preview of that notification type. This preview will not have your personalization or any custom text you may have entered. Agency Lead users will see a rollup of each notification type going out across their agency. Clicking the notification will display a list of recipients scheduled to get that notification type instead of the preview. Lead users should use the MyMarketing Reporting to preview the creative. Learn more about the MyMarketing calendar in the MyMarketing Hub user guide. MyMarketing Reporting Within the MyMarketing platform you can see an exact copy of what your client will receive. To access these previews, click on the MyMarketing button on the Consumer Notifications section of your virtuoso.com profile. In the navigation, select Menu > Reports > Tracking Report 7

8 You will land on the Global Campaign Overview report. From here, select the Filters from the upper righthand corner of the screen In the filters, change the Send Date filter to your preference and change the Campaign Status filter to Scheduled instead of Sent. You can use the filters to drill down even more if you would like to see a particular client s or a specific notification type. Click Apply The report grid will filter to find any s that are scheduled to be sent based on the send date and other filters you selected. Click on the Actions dropdown to the left of the notification that you want to see and click Preview. 8

9 A new window or tab will open showing you a preview of the notification with your personalization and customizations. CANCELLING A SCHEDULED NOTIFICATION From the same Reporting page, on the Global Campaign Overview, you can cancel a notification that is scheduled to go out on your behalf. Use the filters as you would to preview a campaign before it is sent to see which campaigns are scheduled to go out in the searched time frame. On the report grid, click the Actions dropdown to the left of the notification you want to cancel and click Cancel. A pop-up will appear asking you to confirm the cancellation. Click Ok. That campaign will be cancelled and removed from view and will NOT be sent out to your client. REPORTING To view notifications that have been sent on your behalf, from the navigation select Menu>Reports> Tracking Report. By default, the report grid will show you any campaigns sent on your behalf in the last 30 days. This includes other campaigns, not just the Consumer Notifications. 9

10 At the top of the page you will see metrics for Sends, Views, and Clicks from all your sent campaigns. On the report grid by default, you will see the details for each campaign, which includes: Send Date Subject line Sender o For anything sent on your behalf, the actual sender will be a generic virtuoso marketing . However, the client will see your personalization name and as the sender. Status o Scheduled & Sent are the most common Metrics o Sent, Delivered, Open counts There are several other columns you can add to your view in addition to the default ones. You can add more by clicking the Visibility button above the report grid to the right. 10

11 A pop-up will appear that lists all the available columns to view. You can click on individual ones to add them to the Selected columns pane or you can click Select All to add all of them. Virtuoso recommends you add Campaign Name, Sender Name, & Mailing Type Name. Make sure to click Save at the bottom. To see even more detail about a sent campaign, click on the Subject or Campaign Name. This will take you to that specific campaign s Tracking Report. At the top of this report you will see metrics for that campaign, including delivery, device types (mobile or desktop), and any returns/undelivered information. In the report grid below you can see the list of recipients for the campaign and click to preview the they were sent. 11