A recent campaign that I sent out was to our retention base, so all of the records were contacts. Leads were being created in Sales Force because a contact was sent an email and then filled out a form with a different email address. Has anyone encountered this? Wasn't sure how to handle it, or what the options are? In a perfect world we would want the email address to be updated in the contact record, but the issue with that is if the customer types in their email address incorrectly we wouldn't want it to be replaced with the incorrect one. Looking for anything thoughts or suggestions?
This is a fairly common issue. Have you considered pre-populating your forms with email addresses so that when folks get to the form, their email address is already filled out? This may reduce the duplicate issue you're experiencing.
We had a similar issue that you're experiencing. Leads would use their business email address on one form and then use a personal address on another. I found that it helped to edit the field name from "Email Address" to "Business Email".
If it's the same email address, then it shouldn't create a new lead. For customer-facing emails, you could try including the "SFDC Type is contact" filter; likewise, use "SFDC Type is lead" for prospects. Or, build customer and prospect smart lists with this included to save you the time of doing it with each send. It might not completely solve it, but it may help prevent customers from getting prospecting emails.
99% of the time I see this happen its due to using a personal email address. The best way to avoid it in my opinion is to block personal email address using the method Josh and 53504 were talking about.
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