MichelleK
Level 2
Vancouver, BC
Email Marketing Specialist
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3 weeks ago
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!
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3 weeks ago
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!
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3 weeks ago
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!
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3 weeks ago
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?
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3 weeks ago
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!
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3 weeks ago
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!
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a month ago
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!
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a month ago
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.
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a month ago
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 😊
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| Date Registered | 09-16-2020 02:25 PM |
| Date Last Visited | a week ago |
| Total Messages Posted | 9 |
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