Tracking Replies (not clicks) from Email Send

[Anonymous]

Hello,

I am fairly new to Marketo, however I have been using the Email Send tool (email blasts) quite a bit. One thing I've noticed is that when our sales reps receive a reply email to the email blast, it isn't being tracked as a "Click" in the Marketo summary, and therefore negatively skewing the engagement results. Has anyone else had this issue, or know how to track "Replies to Email"?

Thank you,

Libby

[Jenn_DiMaria2]

My understanding is that the only way you can track replies to an email is if the responder has Marketo Sales Insight installed in their email provider and logs the reply using Marketo. I've gotten around this in the past by having my sales reps mark a reply-er's SFDC campaign status as "Responded", which then triggers a Marketo campaign to update their Program Status

Another way is to have a catch-all reply-to email that allows you to manually mark their status as "Responded" and then forward the email to the appropriate sales rep. It's an extra step and can get messy, but the reporting is then fairly accurate.

[Anonymous]

This was helpful...thank you Jennifer!

[Anonymous]

Hi Jennifer! Could you explain the way you've gotten around this...you said you have your sales reps mark a reply-er's SFDC campaign status as "Responded". How do we do this in Sales Force?

I appreciate your help!

[Josh_Hill13]

There is no real tool here to do this in Marketo.

[Jenn_DiMaria2 · Accepted solution]

Libby Tieman​ Sure! When we send a campaign that requires tracking like this, I'll first add qualifying campaign members to an SFDC campaign. These campaigns can be synced to your Marketo programs so their statuses match (ie: Member, Engaged, etc). In cases where a member responds directly, I've instructed our sales reps to go into the campaign and manually change the member's status. For example, if it's an email campaign, perhaps my Program Statuses are set up like: Sent, Opened, Clicked, Responded, etc. The rep would just edit the member within the program to "Responded". I can then trigger or suppress future mailings based on this status.

Note: If you don't see the option to access Campaigns in your SFDC tabs, you may need your admin to edit what you can see in your profile settings.

[Justin_Norris1]

Libby Tieman​, this is a huge gap right now, I've been able to automate it to a degree using a tool like iHance, which integrates with SFDC and updates a field whenever an incoming response is received. This just tells you that there was a reply, though, and not which campaign it was. So limited use.

What we really need is someone who will build a tool that gives rich, automated campaign reply tracking and integrates with Marketo. *Cough, cough* Sanford Whiteman​

[Anonymous]

I agree, thanks Justin!

[SanfordWhiteman]

Hey Libby, I just followed you.  If you PM me your info, maybe we could have a chat about the project.