Attribution & Reporting
Do you integrate with Google Analytics or Omniture? Where can I find your data for email + onsite campaigns?
Yes, you can see our email data as a line item under Source / Medium. We also send back Events for each onsite impression, click, and submit associated with CMS experiences.
We have gotten some customer complaints. We need to pause everything and re-evaluate our strategy.
Can you let me know exactly what they are complaining about specifically? That will allow us to adjust any settings on our end to resolve the issue.
And do you know if this is a repeated issue or a single complaint? We know that even one complaint is meaningful, but typically if something is driving performance our customers tend to decide to continue running knowing that not everyone will like everything.
Why does it take you 3-5 business days to turn around design creatives?
Our company serves hundreds of clients a day, so they use a queueing process. Even if your designs will only take an hour to create they will need to wait to pass through the queue of earlier requests.
I have an emergency promo echo that I need live for tonight at midnight - can we make that happen? Note: Last minute campaign requests are a regular occurrence.
I checked with my team, and they're not going to be able to accommodate this one. I know they've done rush jobs a couple of times, but they aren't able to delay other client work for you this time. However, I'd love to review our timelines so we can work out a process that works to get you the campaigns you need when you need them.
Do you have a reporting platform? Can my agency get a login?
Yes, all we need are email addresses and cell numbers for everyone who needs an account made. (Cell number is for two factor authentication.) Note that we only grant access via company email addresses, and we do not give access to any third parties (e.g. other vendors, consultants, etc.) for security reasons.
I think our customers are seeing too much BounceX. Can we limit to one experience per visit?
Although we have a lot running, typically users are only eligible for a couple of experiences per visit, and everyone is capped at a max of 2 overlays per visit. Are you concerned with all experiences or just overlays?
If overlays, explain recommendation around 2 overlays per visit. If all campaigns, explain that most customers can't differentiate between BX experiences and native site elements. Ask for examples.
Can you make this small design change? I want to hold off launching this important campaign until we can change the font color.
We certainly can - currently design updates are taking 2-3 business days. One thing I'll note is that I don't expect this to have a major impact on performance if you'd like to launch it now and we can update once the campaign is live.
Client sends a non-urgent email, but makes it sound urgent.
"Hi [client] - confirming receipt of your email. I'll get back to you tomorrow morning/next business day with next steps. Have a great evening!"
Will your onsite campaigns override anything in Google Analytics (or another provider)?
No, we use event tracking, which means our campaigns will not override any source/medium/campaign parameters you use currently.
BounceX is sending too many emails, we need to increase the frequency caps or remove parts from our series.
Is there a reason why you think we're sending too many emails? Typically we see that we send a small proportion of total emails that drive an outsized proportion of total email revenue. I can look into your exact numbers, but typically if our clients are concerned about over sending they reduce batch and blast emails over triggered emails.
Can we provide our own designs? We don't like yours.
Of course - here is our boilerplate. In the meantime, is there something you're not happy with about our current designs? We're happy to chat with you or your design team to find a theme/design concept that works best for you so you don't need to design them yourselves.
Client sends 5 emails within 30 minutes, all asking for different things.
How do you track conversions?
We track conversions using our pixel placed on the confirmation page. You can see the conversion data we track in GA under Source / Medium.
I want X button delays removed.
If you want to remove the x-delay that is something we can do, but I want to make sure you know that that is something we've tested extensively, and that we see the delay drive a notable amount of performance. We think it's a good indication that users want what we offer, but that when they see an x-button they tend to close it automatically. Imagine if you were offered 20% off, instinctually closed the overlay, then realized what you missed - you may not want to continue shopping at full price.
I also want to note that since we have the opt-out button there is always an easy way for the user to close any overlay.
Why do my designs look different on different devices/browsers?
Our designs are HTML5 responsive, meaning they are optimized to perform across devices and browsers. As a result, they will change based on the device/browser you are shopping on.
We have a new internal initiative, we need to make sure we get x campaign live as soon as possible.
Definitely! Let me pull up my roadmap so that we can confirm the priority of this experience compared to the others we had planned. It sounds like we should put this one first on the list then push everything else back?
The conversion rate for x onsite campaign is lower than my overall conversion rate. Is it hurting my site's performance?
Since this experience is running to only a particular portion of your traffic the conversion rate won't exactly match your overall site conversion rate. This is why we run control groups though, so that we can see the effect that the variation has on this particular segment of traffic.
I'm seeing a sale campaign that should be paused. Why did you set this live during the wrong time>
Check analytics5 - are there actual impressions being tracked on the date indicated?
What is most likely happening is your browser has been cookied with a prior 'bxtest' parameter which makes you eligible to see campaigns that are not currently live. This is why it is important to test campaigns in a new, private browsing window. If you clear your cookies/cache, you should not see it.
We want to this cool, new, custom font that we found for our onsite experiences.
Great - is that font hosted on your website? Can you direct me to where I can find it? BounceX can only integrate fonts that are hosted on your website into your onsite experiences. If fonts cannot be found on your website, BounceX cannot display them in your Onsite experiences.
I want to run a series of campaigns for very niche audiences. They seem really cool to optimize our site flow!
Bring them back to the "big squeeze" opportunity - is this going to drive revenue or value? How will this campaign help you hit your goals?