What is the best way to track replies to emails?

[Nate_Oosterhous]

Hello Everyone!

We are looking at tracking within each email program when a Lead/Contact replies to an email.  We want to track that metric.  We are having difficulty figuring out the best way.  We have the SFDC plugin for outlook.  Is their anything within Marketo?

Any ideas/solutions are welcome!

Thanks!

[Adam_Vavrek1]

Hi Nate,

We do this manually using Member Status updates in SFDC. Once a lead replies to an email, we change their Status in the Campaign.

If this is too tedious, and if you respond to each email reply, you can track replies by using Salesforce's "BCC to Salesfore Email." Since this BCC email logs a Completed SFDC Task, you can create a Marketo Trigger based on a Completed Task being logged, based on the Task's Subject line.

Would be interested to learn how others are managing replies.

[Anonymous · Accepted solution]

Check out this post:
https://community.marketo.com/MarketoDiscussionDetail?id=90650000000Q1l1AAC

Justin Norris mentioned a few great ideas that are definitely worth looking into.

[Nate_Oosterhous]

Right, so our only option would be to use the SFDC Outlook plugin to track emails. but unfortunately reps will not be spending time on worrying about logging these tasks.

Is there anything within Marketo that tracks on the backend responses like how opens and clicks are tracked?

[Dory_Viscoglio]

Hey Nate, to answer your final question, no. There's nothing that can track responses on the backend similarly to how opens and clicks are tracked. It needs to be a manual change made somewhere. 

[SanfordWhiteman]

@Nate O: As @Justin Norris mentioned in the post linked by @Laura Lewis, we're planning to spin off our in-house reply tracker as a commercial product later this year.  If you're interested, sign up for updates here.