One way to prolong the life of our favorite products is to take good care of them. This could include having them repaired when needed, instead of replacing them with something new. In this article, you’ll learn how to use Interactions and Challenges to track and reward your customers as they show their products some love.
Interactions is, simply put, a way to track and collect data on different types of customer activities that you want to encourage and reward. For example, you can use interactions to track sustainability related activities, such as when customers submit garments for repair.
As a company wanting to increase your sustainability profile, encouraging and enabling repair of your products is an excellent first step. Customers grow attached to the things they’ve bought, such as quality garments. Providing the chance to extend the item’s life, as well as their relationship to your brand, can only be a win for everyone.
To track repairs in Engage you need to have a solution set up on your side, and then you can customize Interactions in the API. Learn all about how on our developer site.
Once you’ve created the interaction, the data will start coming into Engage. You can use it in several ways, for example, to set up a challenge to further encourage the customers when they take care of their products. Note that Challenges is not officially launched yet—talk to your Account Manager if you'd like to try it out!
Create the challenge
1. Access Challenges under Engagements in the left-hand menu in Engage. Select New challenge.
2. Add a name and an optional description and click Save to go forward.
3. Click Edit to access the basic settings.
4. Start by setting the number of checkpoints, in this case repairs, that the participants must reach to fulfil the challenge.
5. Choose if you want to set a validity time for the challenge, perhaps to match a specific campaign period, and/or limit the validity time per contact from the date they enter the challenge. Just make sure the contact time span doesn’t exceed the challenge’s validity time if you decide to set both.
6. Toggle on Require contact approval to enable your customers to manually agree to participate in the challenge. Otherwise, the challenge will be activated as soon as the customer fulfills the criteria.
7. Toggle on Use checkpoint images if you want to upload images to illustrate the checkpoints. These images can be shown in any email module and displayed on “My pages”, for example.
8. Finish by clicking Save.
When you’re done with your settings and happy with your challenge, Activate it in the top right corner.
Once the challenge is activated, you can create an automation connecting it to the repair interaction. In our example, this is done with the trigger New interaction. You could, however, use New specific interaction if you want to trigger the automation based on specific interaction attributes (such as brand, product ID, etc.).
Set up the automation
1. Create a New automation in the left-hand menu and select the trigger New interaction.
2. Click the three dots in the upper right corner and select Settings. Give the automation a descriptive name and Save.
3. Hover over the entry trigger and click on the pencil icon. Select the right interaction in the dropdown, adjust the start frequency, and click OK.
4. Below the entry trigger, click on the plus sign and then Activity. Select Award checkpoints.
5. Select the repairment challenge in the dropdown, set how many checkpoints that the customer should be awarded, and save by clicking OK.
Now, as you activate the automation, all customers that hand in a product for repair reach a checkpoint and advance in the challenge. You need to decide what happens next: either have the customers exit the workflow (click on the plus sign and select Exit workflow) or add an email to communicate the news with the challenge participants.
Create a personalized email
In this example, we create the email within the automation, but the steps apply for creating single emails as well.
1. Click the plus sign below the checkpoint activity, select Send email, and then Create new.
2. Name the email and add a subject line. Choose Save and continue.
3. Click Open editor to start building your email.
4. Drag and drop an email module into the email—preferably one with both text and image.
5. Click on the text component, click Insert personalized field, go down to Challenges, and click on the challenge you want to add.
The fields that are now added to the module represent the images of the challenge, its name, the number of checkpoints that the recipient has reached, how many checkpoints the challenge consists of, and how many that remain.
6. If you want to use the challenge images in the email module, take the [[challenge:image]] link field including the brackets, click on the image component, choose External image and paste the link in the Source field (delete the default http://).
7. Enter your message, incorporating the personalized fields, in the text component. Keep, move, and delete fields as desired.
8. Add any other content to the email. Click Save and close in the upper right corner when you’re done.
9. Back in the automation, click OK to add the email to the flow.
Once the email reaches the recipient, it automatically shows the correct images and values. Thus, you only need to create one email per challenge.