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WHITEPAPER: Preference Collection Best Practices
Collect

Listen

  • Build preference collection interfaces using MyPreferences configuration tools
    • Collect preferences at all customer touchpoints - call center, web site, preference center, point of sale, opt-down page via an email - and much more
  • Ensure compliance with consumer legislation, including TCPA, during the data collection process
    • Validate in real-time if a phone number is a cell phone; if so, display the appropriate consent language to the customer to capture express consent to call or text that cell phone number
    • Honor email privacy rules including CASL by determining if an exemption such as an established business relationship exists and collecting the appropriate consent
  • Use Program Groups to segment and organize preferences by product line, business unit, geographical location, and communication type (such as marketing messages or account alerts)
    • Drive optimal adoption by showing only the options relevant to specific customer segments
    • Utilize unlimited amounts of segmentation to fit your organization’s needs
  • Create Preference Programs such as product information, promotions or shipment alerts that can be associated to any number of communication channels
  • Engage global customers on their terms by using the International feature to select which geographic region and language-driven properties to use for a specific country or region
  • Build customer profiles for any stage in the customer journey using Attributes, which can capture a variety of data such as the reason for opting out or a threshold amount to receive a low balance banking alert

MyPreferences® lets customers correct the conversation

Avoid the dreaded global unsubscribe by offering "opt-downs" - the ability to change frequency of email delivery or to only receive emails about products or services of interest.

Orchestrate

Remember

  • Store preference data in a centralized repository
    • Eliminates silos of data throughout the enterprise
  • Enable integration with your business applications such as CRMs, marketing automation systems, ESPs, and home-grown applications using industry-standard REST APIs
    • Easily share preference data with internal systems or third party vendors
  • Provide access to data and functions to authorized users with the Access Management tool
    • Get total flexibility to grant permission for what each employee needs: View, Create, Edit, Execute
    • Grant access by department or individual to set up communication programs, view or modify preferences and run reports
  • Ensure consumer privacy compliance by storing opt-outs to communication channels such as phone or email that have contact rules such as Do Not Call, CAN-SPAM and CASL
    • Enable enterprise-wide access to honor privacy requests
  • Search & manage preferences by customer ID, contact element, customer name and more to view current preferences as well as full preference history
    • Helps ensure privacy compliance since all interactions are stored with details for audit purposes
Research shows that nearly 65% of people opt-out of emails because the content is not relevant or timely.
Engage

Respond

  • Deliver a more positive, relevant customer experience by using the segmentation engine
    • Filter preference data across products and service offerings, lines of business, customer demographics, campaign results, and more
    • Respond to customers via their preferred communication channel, content of interest, and other selected options
    • Distribute to any endpoint based on preference segmentation
  • Use preference data exports to create communication campaigns based on your customer’s stated desires
    • Easily integrate customers' preference and profile data with ESPs or any other platform using pre-built connectors and bulk data import/export capabilities
    • Combine or filter multiple datasets and export them on a recurring or on-demand basis
  • Associate "Alerts" with data imports, exports and file transfers to identify when files were generated or transferred
  • Better understand trends and campaign performance through reports and dashboards
    • Set up dashboards to view key metrics and track trends over time
    • Look up an individual’s preference transaction history as needed for compliance purposes
    • Export data into your own analytics engine

I'M INTRIGUED! I WANT TO KNOW MORE.

What Our Customers Say

We could go on forever about the benefits of preference management, but sometimes it’s better to let our customers do the talking.

Listen to their challenges and solutions — and get inspired!

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