MichelleK
Level 2
Vancouver, BC
Email Marketing Specialist
Contact Me
| Online Status |
Offline
|
| Date Last Visited |
yesterday
|
21
Posts
0
Likes
2
Solutions
2 weeks ago
That's great to know!
I'm in the process of setting up a meeting with our web team to move forms back into Marketo in their entirety if possible, but I'm also going to share this thread with your valuable comments so that they are aware of that option (in case there's a specific reason why Marketing can't manage those forms).
If there's any specific documentation that you feel is valuable for them too (or even me for understanding what those technicalities means) then please let me know.
I very much appreciate your expertise and insight 😀
... View more
2 weeks ago
I don't disagree with you about the possibilities.
Without any context of what things looked like when the form came about and not being a web developer myself, I can't confidently state either way. I just know that the Submit button is the only thing I can edit/adjust in Marketo and that's what the API uses to push form data through to Marketo and onto Salesforce.
Not having control over the form certainly makes for some additional challenges in general but this is a much bigger process than me, and we're moving to a CMS-friendly website this year so we may change the process for these forms. As mentioned before, I'd definitely like to ensure that any other future forms are marketing-owned!
... View more
3 weeks ago
We've had Marketo since 2018 and the form (button) we use was created in May of the same year.
While I'm unfamiliar with the Submit Form API endpoint, I saw the code used to pull in form details and it looks like it might be custom - the web developer who created/manages it connected with me for any additional updates we might need for future form uses throughout the site.
While we're likely to keep this for our standard/existing forms, I'd like for our marketing team to own forms and landing pages in Marketo or Unbounce.
... View more
12-21-2020
03:58 PM
I didn't get a notification to your last update, @SanfordWhiteman - apologies for not replying until now!
I had a great chat with one our web developers who gave me some huge insight for our forms set up and how they work. We use Marketo to set up the main button for the form, our Web Team sets up the form on our website, and an API connects the two, which is likely what throws a wrench in for using that Trigger token.
With that, we considered using the SFDC field that gets populated when someone fills out a form. I populated Lead.Website URL into the Interesting Moment and it was able to pull the data into Marketo. Going to work to update all of my IMs for these forms and backfill data so that we have more information/history on leads who have filled those forms out to date.
Many many thanks for your help on troubleshooting this - I learned a lot! 😀
... View more
12-07-2020
03:24 PM
Checking in with our Web Team we use a middle API that the forms integrate into so that might be what is preventing the form from showing as Marketo - I wasn't part of the set up for Marketo within our website so I am getting clear on that in the coming days.
I'll assume for now that this API and set up is likely causing the issue with the URL being tracked in the IM for MSI.
Thanks for all your investigation and help!
... View more
12-07-2020
11:04 AM
We use the Marketo form for the submission button but the rest of the form is built by our web team - it's a progressive form that collects a few pieces of information before the visitor submits their contact details.
Here's the main form in Marketo:
And here's the button element so you can see that the rest of the form isn't built there:
Do we think that's the reason why I can't use the IM to its full extent? If so, then I won't keep trying to update things on my end at this time (we currently have a huge website project in place and I may look to change this if we can get the same style of progressive form going with Marketo vs designing it in the site).
... View more
12-07-2020
09:02 AM
I have used a couple of different pages to test but here's one for you - https://canadiantrainvacations.com/trip/6-day-polar-bear-package
All of these pages have the personalized trip plan on them, and the form pops up as you click the button.
If there's anything else I can provide you with to take a look, please let me know.
I very much appreciate your help!
... View more
12-04-2020
10:44 AM
Thanks again @SanfordWhiteman! I'm still not getting the information into the IM and not sure why. Here are some screenshots to illustrate in case it helps and to let you know that I confirmed your questions and followed your steps.
Trigger in the Smart List is "Fills Out Form"
We use this single form across multiple areas and use the additional filters below to specify which site and form is being used:
Interesting Moment updated to include new token
Nothing else has changed on the flow besides this element.
New Interesting Moment logged in Marketo
The rest of the IM gets captured as normal/expected but the token isn't capturing anything 😞
This is what this particular form looks like live on our site and is the one I filled out for testing:
It's a pop up form that sits over the web page - the page URL doesn't change once the form is active/showing. Would this have anything to do with the IM not being able to capture the URL in the token?
Really appreciate your help with this!
... View more
12-02-2020
10:45 AM
Yes, the main action on the page to trigger the Interesting Moment is the form fill. However, I want to show the URL of the page they filled out that form on (we use the same form across multiple pages) so we have an idea of what the prospect was looking at before they got to Sales.
For context, here's the complete Flow step - I can see which website they came in through (as this campaign is set up to capture that specifically) but would love to add the detail of the specific web page they were on:
I'm trying to provide more information for sales in the MSI tab as they don't have access to Marketo and would like to see what happens between the first and last touches (which is what we currently measure and show in SFDC).
Appreciate the help and the clarification on the tokens (and glad my assumption was right!).
... View more
11-30-2020
10:18 AM
Thanks for this @SanfordWhiteman! I hadn't noticed that the Marketo resource section about this scrolled to the right!
I updated the IM with that token and got this error (note: there's only this token in the IM):
This might be a silly question but do I have to create this Trigger token in each campaign? I assumed that this was a general token available throughout the instance vs a custom one. If my assumption is correct, do you have any insight on why I got that error?
Thanks again!
... View more
11-27-2020
09:44 AM
I've set up Interesting Moments to run on every form fill on our website and want to include the web page that the form is filled out on (we use the same form in multiple places so I'm trying to give Sales a wider picture of the lead's key activities).
I updated the IM to be as follows:
However, after filling out the form to test, this is what shows in Marketo - it's not populating the Web Page:
My questions:
Is this the correct trigger I should be using to display the Page URL? I tried {{trigger.Name}} before but it populated the name of the form (assuming because that's the trigger for the IM)
This particular form is a pop up once the visitor clicks on the page CTA - would that prevent the web page trigger from working as intended?
Any help/insight is much appreciated and thanks in advance 😀
... View more
Labels:
10-28-2020
10:36 AM
I reached out to our Customer Success Manager for some insight into this and he was able to pull a detailed delivery report for me.
This highlighted the soft bounces (as well as the few hard bounces) we had last email send and gave details as to why they had bounced (more than just the category information). This confirmed what the person before me had suspected when these bounces first appeared - that our repermissioning email had connected with a lot of contacts who hadn't been engaged with our emails in a while and almost all of them registered user complaints.
With that information, I've moved 21,000+ people into a Marketing Suspended status and as they are mostly Yahoo.com and AOL.com accounts, I am going to do a little digging to see if there is anything we can do to fix this (but if they see us as junk/spam), they're likely to just stay in the suspended status until we hear from them on their own terms.
Appreciate the questions and guidance provided throughout the thread too 😊
... View more
10-09-2020
11:50 AM
Thanks for the link @Katja_Keesom - I came across that one somewhere else as well (I used the categories in it) and will get that view set up because the Smart List View and Reporting don't show that information quickly/easily (perhaps an item for the Ideas board!). I will see what I can learn from that and share insight as/when I get it.
Thanks again!
... View more
10-08-2020
02:55 PM
Thanks for the additional considerations @Josh_Hill13! A couple of notes/questions:
How would I do this? Is there a report I can use in Marketo?
Apologies for the confusion - our soft bounce rate has jumped from less than 1-2% per email send to 13-30% (the 98-99% reference was for delivery rates not bounces)
Hard Bounces all look to be within the ranges we have seen pre-Covid - as low as 0.03% to 0.16%. There was only one anomaly, in one of our September emails, that had a 0.32% Hard Bounce but with a similar Soft Bounce rate as all other post-COVID emails
Checked these but this was in reference to my not clarifying that the 98-99% figure was delivery rate!). I didn't think it was possible for Marketo to allow you to forget those items but I will be extra sure to double check those moving forward
I just checked the domain health on DNSChecker.org and it's listed 6 problems (5 warnings and an error). I'm not at all familiar with what any of this would mean but I can send to our IT team to get them to investigate further as a possibly contributor.
How would I find this out? The suddenness of these results made me wonder that and I vaguely remember dealing with blacklisting when I last worked in Marketo 4+ years ago.
I pulled a report for all Soft Bounces and there's nothing in the Email Bounced Reasons column (the only time information shows in there is for a Hard Bounce) - here's a quick screenshot (used Email Soft Bounced in the last 30 days as filters)
We're B2C travel company so while our industry has certainly been impacted by the pandemic, I couldn't confidently say the same for our audience because most of these emails are going to personal addresses (Gmail, Yahoo, etc)
Thanks for all the help and direction on additional places to look for information!
... View more
10-07-2020
11:16 AM
I can't seem to find a way to highlight the source/reason for these soft bounces. Do you have any tips on how to do that? I've seen a few articles about determining the different types of bounces but nothing on how to identify the details in Marketo.
For my Soft Bounce smart list, the columns for Email Suspended / Email Suspended At / Email Suspended Cause don't show anything - assuming that's because these emails wouldn't suspend until they met a Hard Bounce category.
Your note about things bouncing because of a domain stopping things certainly would fit with the timing as we were fine before the pandemic, and then in the emails after it was declared, the soft bounce rate shot right up. If that is the case, what would you suggest as a best practice here?
Should I remove these bounces for email sends temporarily?
Or just continue to send anyways, assuming that as we move through the pandemic, rates should improve again/go back to normal?
Any help and insight is much appreciated!
... View more
10-06-2020
04:09 PM
EDIT: I can't delete this comment but I solved this - I had Email Bounced instead of Email Soft Bounced as the filters.
Quick update after running those smart lists - I get no results for the Soft Bounces (which is obviously incorrect). Here is my smart list for the Category 3,4 or 9 bounces (for reference, email was sent on September 9) and filters are set to "Any":
The email insights for this send shows the following (Hard Bounces match perfectly):
Have I missed something?
... View more
10-06-2020
03:55 PM
I've been working on an overview of my company's email marketing since starting use of Marketo and also to compare pre- and post-COVID activities. In doing so, I noticed that all of a sudden (after March), we ended up with significant numbers of soft bounces on our email sends - 13-30% on our larger sends (we used to have a delivery rate of around 98-99%).
The following screenshots show the difference in delivery rates before this issue appeared (ignore emails with smaller numbers - those are tests and the filtering in the report doesn't work properly and/or crashes the page):
January - March 2020 (most recent at top)
April - October 2020 (most recent at top)
I'm having a hard time figuring out what could have made these changes happen so abruptly at such a volume. I've taken a look at the Smart Lists for campaigns before and after the change but there's very little difference - if anything, we've added a few more filters to remove people already speaking with Sales or having made a booking (purchase):
Before Change
After Change
Note: When we have regionally specific emails, we add a Country filter here also
I've set up Smart Lists using the Bounce Category Numbers (amazing guide for anyone that wants it!) to identify Contacts with Hard vs Soft Bounces. I am going to use that to remove the Hard Bounces permanently so we stop sending to them but I'm not sure how best to deal with the Soft Bounces and would love any suggestions/insight.
The soft bounces seem to be around the same number each time we send an email to the same sized list - should I remove them from future email sends? If so, can I bring them back in at some point? Is there anything I can do to clean that up generally? On the email sends of 70,000+ people, we're not reaching ~20,000 people so I'd love to fix this in whatever way is appropriate.
Thanks in advance for any help and if there's any other information I can include to help solve this, please let me know!
Michelle
PS. I found this discussion that talks about a Soft Bounce Control but I can't find it in the Community. If this is something I can do, and someone has the original post or even the solution, that would be great!
... View more
Labels:
10-05-2020
09:40 AM
Having recently submitted a request for help in the Community because I couldn't see/find the visual editor in a template I asked my Designer to help me with, I learned very publicly that there IS no editor...and I'm surprised that nothing has changed in the 6 years since the original post. While I have a Designer on my team, if I want to set up a template on my own, or in the case of smaller teams who don't have access to resources that can write HTML at this level, this is a huge challenge for content marketers.
I'd love for this idea to re-surface as a key consideration for the product cycle as there are so many content marketers who could benefit from this. For a system as robust, powerful, and (honestly) pricey as Marketo, there's no reason that folks should have to use external systems just to get a visual on the code they're working in. Upvoting!
... View more
09-28-2020
05:21 PM
Then that would explain my issue of not being able to see the editor 😂
One of my single complaints with Marketo is that it's not immediately intuitive - I'd expect there to be a visual editor for the email templates because there is one for the emails themselves; something that would be especially useful (and necessary) if I didn't have a graphic designer or web professional to help with the coding. I'll check the Ideas forum and add it if it's not already there.
Appreciate the clarification and I will explain that to my teammates who were as confused as I was. Cheers!
... View more
09-28-2020
02:51 PM
My issue here is that the visual editor isn't an option for our templates at all.
Every single template, including a test one I created just now, opens up in a pure text editor. There's no option to swap to the rich text/HTML editor - see screenshot. As you can see there are none of the usual menu/module items down the right hand side - and none of us changed view at any point. This was how my designer and product support team opened up the template when they went to edit it.
Until today, every email opened up in the visual editor; I've tested multiples, both old and new (in case it was something to do with templates/emails created before the 2.0 launch, and they all open up this way with no option to change.
... View more
09-28-2020
01:52 PM
I've just started as the Email Marketing Specialist at my company and am getting back into Marketo (I haven't used it since 2016). While setting up a new email type, I learned that the company hasn't used templates for emails (they've been cloning past programs) so I wanted to set one up for a partner email communication.
I cloned a past email program and converted it to a template where our designer could add the various graphical elements we needed. Today, after trying to go back in to update some links in the template, it's only opening up in a text editor with no option to change back to the visual editor (my designer said that's what things looked like when she opened it up).
When I last worked in it, it was a regular editor; I made no changes or updated any settings within that template (I don't have Admin access in Marketo). I thought something had gone wrong while folks were working on it but have since checked on other templates in our Design studio and they're all doing that.
Is this a setting that someone could have hit on our admin side? Is this an issue on Marketo's side? While I'm happy to edit the odd item in a text editor, I'm much more efficient in the visual one so I'd love to find out what's going on here!
Any help is very much appreciated 😊
... View more
Labels:
Latest Tags
No tags yet
Public Statistics
| Date Registered | 09-16-2020 02:25 PM |
| Date Last Visited | yesterday |
| Total Messages Posted | 21 |
.png)