COURSE DESCRIPTION
In this course, you will understand the process of sending emails for card orders made through Online Ordering. You will understand how to create/edit emails for Online Orders which are sent from Marketing Manager
As prerequisities to this course, please take a look at our other courses “How to use Online Ordering Form” and “How to understand different order statuses”
📪 AT WHICH POINT ARE THE EMAILS SENT?
When a card order is made through Online Ordering form and when it is further processed, the customer is continually informed about the workflow so he knows what is happening with his new card order. In the list below, all emails are described. The list gives you answers to which emails are sent from which module of the ALIVE Platform and at which moment the emails are triggered.
Order created – email is sent (and can be edited) from Online Ordering. Please be careful if you want different version of this email for virtual only cards and for virtual cards with additional plastic – in that case you should use conditions in your email template. The email is sent at the moment the customer finishes the order in the Online Ordering form.
Order paid – email is sent (and can be edited) from Online Ordering. The email is sent after successful payment
Order sent to customer:
1/ This email is sent (and can be edited) from Marketing Manager. The email is sent at the moment the virtual card is issued and the data about both the card and its cardholder are transferred into Marketing Manager. This process is a bit complex, so it takes some time until the data is transferred to Marketing Manager and the email is sent. The email contains information about how the virtual card can be activated and it is personalized for each customer.
2/ In case there was a request also for plastic card in the order, the second part of this email is sent (and can be edited) from Online Ordering. This part covers only information about plastic card, about delivery etc. This part is sent at the moment the plastic card is printed, marked as PROCESSED in NCDB and when the expedition of the card is confirmed in Online Ordering. In case an „Additional plastic card to already existing virtual card“ order was made, this is the only email with confirmation that the card was shipped.
Note: From the above descripton is should be clear that in case virtual card with plastic card was ordered, your customer receives two emails – one sent from Marketing Manager (with information how to activate the card), the other sent from Online Ordering after the plastic card is processed.
Order ready for pick up – email is sent (and can be edited) from Online Ordering. This email is sent only in case a personal pick-up delivery method is allowed. The email is sent after it is confirmed (in Online Ordering) that the order is ready to be picked up.
Unpaid order reminder – email is sent (and can be edited) from Online Ordering. This email is sent when an order is ordered but has not been paid. It is sent 7th and 14th days after the unpaid order was made.
Request for customer to complete order – email is sent (and can be edited) from Online Ordering. This template is currently not used.
Request for school to confirm eligibility – email is sent (and can be edited) from Online Ordering. This email is sent in case card order was made through the form which belongs to Card Issuer integrated with Online Ordering. These issuers are typically schools/universities that want to have better control over who orders card through the specialized URL link. This email is triggered at the moment the card order is finished. The email is delivered to an employee of the school who can confirm/reject the card order. For more information about this kind of ordering ISIC/ITIC cards, feel free to have a look at our course “Card Issuers with the integration with Online Ordering“.
User notification on newly paid order – email is sent (and can be edited) from Online Ordering. The email is sent to an ER user, who has the checkbox “Online Ordering – new order” activated in his user profile. Through this, the user is informed that there is new paid order that needs to be processed (needs to be approved, exported into NCDB and processed).
This email template can be useful above all for markets with a really small number of cards ordered through Online Ordering.
🖥 ORDER SENT TO CUSTOMER – MARKETING MANAGER PART
Email template Order sent to customer, well known as an “Onboarding email”, is an email that is personalized for each customer and, besides others, contains information about how to activate the virtual card. At the moment, this email is sent from Marketing Manager and the editing can be also done there.
2.1.1 Workflow at the moment the virtual card is issued in NCDB, the information about the card and its cardholder is transferred to Marketing Manager. In Marketing Manager, this cardholder (in Marketing Manager are cardholders referred to as “contacts”) enters the segment “Virtual Cards – Online Ordering”. From there, the contacts are pulled into the prepared campaign called “Virtual cards onboarding email”. The campaign itself triggers the emails based on the fact whether the card is ISIC, ITIC or IYTC. This basic workflow is prepared for you in Marketing Manager.
Please note that if you want to change anything in the campaign, it is highly recommended to simulate the whole process in your test environment (https://test.aliveplatform.com/) or to consult it with us.
2.1.2 Editing email “Order sent to customer” in Marketing Manager basic settings of the whole chain Segment –> Campaign –> Email Sent for cards ordered through standard Online Ordering form was prepared for you. However, you can of course change wording of the email etc. How to change wording of the email. If you want to change text of the onboarding email, please go to Channels -> Emails and click the email which, as a default, is called „General virtual cards onboarding email“. In detail of the email that will be displayed to you, click “Edit” button in top right corner. On the next screen, click “Builder” and you will get into the window, where you can edit the wording of the email. After changing, don’t forget to save it!
2.1.3 How to add onboarding email for a new Partner Now let’s have a look at a simple example of how to add customized email for a new Online Ordering Affiliate partner. Setting segment in case you want an email with a specific template to be sent for your Partner (which you set up under “Partners“ in NCDB), the first thing you have to do is to define your segment. The best practice is to name your segment after your Partner for which the campaign is created. Among filters for this segment, it should be defined for which Partner the segment is
Important note: Use Partner’s name exactly as it is in NCDB, including all spaces, special characters etc.
However, in addition to this, you should exclude cards ordered through the OO for this Partner from the segment for standard emails (as a default, this segment is called „Virtual Cards – Online ordering“). In case you don’t do that, your customer receives two onboarding emails.
Preparing a campaign
To create a new campaign for sending Partner’s emails, you can take inspiration in prepared campaign called „Virtual cards onboarding email“. In this new campaign, you only need to make two changes. The keys to make this campaign work according to your needs is:
To choose the correct segment (defined in previous step) as a Contact Source which is filled with Partner’s cards
To choose correct email that the campaign should send
Preparing the email -as the last step, you should prepare the email that will be sent from your campaign for Partner’s cards. To create the email, please go to Channels -> Emails and add new (in the top right corner).
For this purpose, choose „New Template Email“. The content of the email is completely up to you, you can use some of the WYSIWYG templates or create the email in code mode, using HTML. As the last step, assign this email to your campaign.
Translations of emails
Online Ordering form usually offers more languages and customers can choose the language they understand the best. The language which was used in Online Ordering form is also transferred into Marketing Manager. According to the language, proper translation of your email can be used, in case translations are set up. How to set up translation of the email? To set up translation of the email, the easiest way is to prepare brand new email and into its body, to put the translated text. In detail of this email, you can choose the language and from drop-down menu, you can choose the parent email. Parent email is the former email, for which you are going to create the translation. In the following picture, we have for example created a new email which is French translation of default onboarding email.
Now, when you look at an overview of this email, you can see an icon that indicates that the parent email has some translations.
In detail of this email, in „Translations“ tab, you can see which translations are available.
For more information about setting segments, campaigns and emails in Marketing Manager, please take a look at the basic course called “Marketing Manager”.
📎 ORDER SENT TO CUSTOMER – ONLINE ORDERING PART
As was already mentioned, part of the email “Order sent to customer” is still sent from Online Ordering. However, this email is sent only in case the plastic card was part of the order. Changing text of this email is of course possible and you can use all methods that are offered by Online Ordering (using conditions, variables etc.). Below you can find a basic example of this template.
