Video Transcription

We're going to go in and take a look at the email reporting system. We've been over the email reporting in relation to the different systems we've gone over. For example, we've looked at the email campaign system and the My Customer For Life system and looked at the email reporting built into that, but we've added some additional email reporting. The opt-out page, or what was previously the opt-out page, we've added a lot of functionality to it. We're going to go in and take a look at that. Let's jump into the Delta net and see what we've got.

I am on the Welcome page as always. To get to the email reporting page, I'm going to scroll down to Customers and then down to Email Reports. Now, this page previously was labeled 'Email Opt-Out' I believe, so that is all that was on it. When you went to the top of this page, you had Customer Opt-Out and Bounce reports. Then you have these four pie charts here that indicate what percentage of people have opted out of each of these different kinds of emails.

Now, the opt-outs themselves are tracked differently, and that's why you have four boxes here. It's not just a customer opts out of email or they don't, it's a customer can opt-out of just email campaigns. If you send them a campaign email, they can just click the opt-out button on that, say they don't want to receive anymore of those types of emails, and they'll no longer get campaign emails, but they'll still get emails blasts and e-cards, and My Customer For Life emails and that works the same way for all those systems.

If they get an email blast and they follow the opt-out link on that, they can opt-out of just those. Now when they opt-out, it gives them the option. On the opt-out page, they can actually choose whether they're opting out of that specific thing or they can actually see all the things they're subscribed to and choose which to opt-out of. It's not that we're making it particularly difficult to opt-out. It's not like if you receive a campaign email, you can only opt-out of campaign emails from there, that's not true.

If you get a campaign email and click the opt-out link, that takes you to your email subscription page where you, as the customer, can pick opt-out of everything, opt-out of just this thing, or just deactivate this Market Watch report or just deactivate this Saved Search. It gives them a lot of ability to fine tune all that stuff. So in any case, because they can opt-out of each of those things separately, we have a separate chart here for each of those things.

That is the first piece and you can see as I roll over this, it gives me an actual count from each of these sections. This particular customer account, I don't have a lot of customers in here opted out, but I have enough that we have something to look at. If I click there, it extends that little part of the bubble there, just a fun toy. Now the next thing I can do here is if I click up in the little hamburger menu here, I have some other options.

I can either print out this chart, I can download it as a few different file formats if I want, and the two most important parts of this is I can either review this customer list or I can view the Bounce List. First, I will click on 'View Customer List'. What that does is open up a list where it shows us the actual customers that have opted out of that. If I look here, this was obviously a test account we used to unsubscribe from this to see how it worked, but gives me their first name, their last name, their email address, and a convenient way that I can get to their profile page.

If I click on here on 'View', it opens up their profile page where I can then delete that customer if I want to or make any other changes there. It's a request we get fairly commonly, if you have a dozen customers that have opted out of receiving email blasts and you want to go into your customer center and just remove them all together, that would be the easiest way to do that. You go down to your opt-outs there, Email Reports, you click on the menu for the type of opt-out you want to look at, you go to View Customer List, and then view the customer's profile page and delete it from there. That works exactly the same on each of these four different boxes here.

Now the second thing you can do is each one of these has a 'View Bounce List', but the Bounce List works a little differently. Unlike the email subscriptions, if an email finds it way into the Bounce List, it's not receiving email from any of these systems. So there's not a separate ... In our four separate Bounce Lists, there's just one Bounce List. The reason we do that is if we send an email or if you send an email through the system to a customer, we get a bounce back response from that customer's email host, we're going to log that and put that customer in that list so that we stop sending them email.

We do that to protect our mail server's reputation, basically. If we send an email out, it gets bounced back, and we keep sending that email over and over again knowing that it got bounced back, then we look like an email spammer and would be at that point. That affects the server's reputation and ultimately, if your reputation gets low enough, your email can get inherently bounced on its own. So, in order to protect that, prevent that from happening, that's what this bounce list is for.

Now, if you want to see the Bounce List as it relates to your own customers, you can click on any one of these charts and go down to View Bounce List, and this loads up the Bounce List, or every one of your customers that are in that Bounce table. From here it works exactly the same way, so if you saw that, "Okay, I know that this email address is invalid because it's in our Bounce List. I can view this and I can either change that email address to one that is valid for this customer or I can go ahead and delete the customer all together or make any other changes since this view button is just going to go to their profile page."

Another thing to note here is that when I click through their profile page, it opened up in a new tab here, so you don't have to go back down here to Email Reports, you can just close out this tab and you'll be right back where you left off. The same goes if I close the tab that has my customer list on it, takes me back to the email reports, which I did it twice here, so we'll close that one more time and one more, there we go.

So, that's what you can do with each of these four graphs. Now the next thing you can do on this page is you see the actual reports for different types of emails. As we've talked about in other videos, if you send out e-cards, you can go to the 'E-card History' section, and we'll show you how many emails were sent, opened, and clicked through or how many e-cards were sent, how many of those got opened, and how many the customers clicked through to your website.

If you want to see that for My Customer For Life, you would go to Customers and My Customer For Life Campaign, and we'd show you those same metrics, sent, opened, and clicked through, on each of the emails that were sent out by that system. Lastly, the same goes for campaigns. What this does is it shows you those exact same metrics, but it's showing you them for Market Watches and Homefinder Reports.

So, every time the system sounds out a Market Watch, it wouldn't make sense or wouldn't be easy to go to each customer's individual page and see if they received and clicked through. Ultimately, you may want to look at a specific customer and do that and that option is available to you. If you go to that customer's profile page, you'll be able to see in their history section, if they actually clicked on the email. But if you just want a bulk report of all the Market Watches I sent out to customers, what kind of engagement am I getting with those? That's what this report is for.

If I look here, I can see of all the Market Watches I sent out, 14 were sent, one of them were opened, and six were clicked through, which is interesting, but this is the actual reporting on each of those. Now, for me, these numbers are a little bit silly because as you can see, more were clicked through, like more links were clicked on the emails than emails were opened, but we can do that in testing. If I just try a link or if you were to ... Let's say I got a Market Watch and I forward it to someone and then they click the link on it, it's going to show it as me opening it the first time only if I'm displaying images on that email.

So if my email client isn't displaying images by default, we're not going to know that it was opened but somebody clicked the link from the email and we can see that that happened. So it's still going to mark that as a click through. That's something that you're less likely to see, but in testing, we get more of that. But, as we go down the list here, we can see the titles on each of those Market Watches that were sent, who they went to, what day they were sent, what day they were opened, if we ever detected them being opened, and what day the link was clicked.

Now, the link clicking portion of this is always going to be accurate because that's something that we can very easily measure; whereas opened, like I said, is less reliable. You can see we've got two pages of those there and then I'll just keep making pages as there's more entries to put there. As we keep going down, we have exactly the same report, but for Homefinder emails and these would be the Saved Search emails.

So if you set a customer up with a Saved Search, the system runs the search automatically and finds new listings that match and then sends that email out to the customer, that is what this particular system is going to log. It'll say, "This is how many Saved Search emails were sent out. Of those, this is how many were opened and this is how many where someone clicked a link through to your website from within that email.

Then just like the Market Watches, we have a more detailed section at the bottom here that actually shows which customer it was received those emails, when it was sent, when they opened it, again if we detected it, and when they clicked through on it. Just like many of the other sections that are very similar to these, you can go in and narrow these down if you want. If you were looking for a specific customer, you could type in their name here and it will narrow down to just those that match.

Now, I picked 'Customer', so they're in here a lot of times, and you can see there's multiple entries in here also because this means that this one customer is receiving multiple Market Watch emails, which they should be over time. If you set up a bi-weekly Market Watch email to go to a customer, there will be an entry in here for each time it was sent, not just one entry for the last one that was sent.

There you have it. So, that is the new email reporting functionality we've added in. As always, thank you very much for joining me this week. If you have any questions, concerns, comments, feel free to leave a comment on the video or send an email to support at deltagroup.com or give us a call and we'll be happy to answer them. Have a fantastic week, I will see you next week.