Subscribers, Lists & Segments
How do I create a targeted segment of members to send my email to?
To create a segment, select a list in "Lists & subscribers". Then, click "Segments", and select "Create a new segment". If there are no existing segments, you will automatically be prompted to create one. Choose your conditions and save the segment. It may take a moment or refresh for the quantity to display.
Do I need to use a segment if I want to send my email to all my members?
If you are sending marketing communications to all members and you have a "Marketable" field in your custom fields list, then you should send to all members who have this field set to "YES". The easiest way to do this is to create a segment named "Marketable Members" and make the only criteria for that segment that "Marketable" is "YES". To see what criteria is behind your "Marketable" field, please refer to your most recently updated Custom Fields Request (CFR) form.
Will my total subscriber count increase if I upload a list outside of my master member list?
Yes, your total subscriber count will increase if you upload new lists as opposed to uploading subscribers as a segment of your master member list. Each list is deduplicated by email address, and your subscriber count is calculated by totaling each list currently in the platform.
How do I download a list of members who clicked on a link in a sent email?
From "Overview" or "Campaigns", select your sent email. In "Link activity & overlay", under "Unique", click (who). Export the data using the icon on the bottom right, with options for a CSV or tab delimited file.
How do I download a mailing list from the email platform?
If a list contains mailing information such as street, city, state and/or ZIP Code, select the list, then click the ellipsis button next to "Add new subscribers" and choose "Export list". Ensure any relevant fields are included under "Select the fields you want to export". Please note: this method is not encouraged as the email platform is not a true CRM and only contains records for members with email addresses on file with only one record per email address.
What data is available to use for custom fields?
Most fields in core including calculations based on those fields are available as data for use in custom fields. Some fields are prohibited such as Social Security number.
How do I know what the expected values are for my custom fields?
In your most recently updated Custom Fields Request (CFR) form under the "FORMAT" column, it will indicate the expected format for your field. If it says "YES/NO", then the field will either have a "YES" or a "NO" in it. The fields are not case sensitive.
Can I upload a list of emails that are not necessarily members of my credit union?
Uploading and sending to non-member email addresses is prohibited and can result in bounce rate and/or web reputation issues. If there is record of express consent from individuals outside of your membership to receive marketing communications from your credit union, please let us know.
I would like to use an email list that was not created in the email platform. How do I send to these members without increasing my subscriber count by adding it as a new list?
Automation & Transactional Journeys
What fields do I need if I want to set up an automated journey to go out to members a certain number of days before their loan matures?
In order to trigger this journey, you need a field named "Days until next loan maturity date". If you want to limit it to just auto loans, you can make the field "Days until next auto loan maturity date". If you want to make many versions of this journey based on loan type, you can have a field named "Next maturing loan type" that works with "Days until next loan maturity date". This enables you to create a separate journey for each type of loan, making it a more personalized experience.
How soon can an automated email go out after an action from core?
The most frequently we can have data refreshed from core is daily which happens during goodnight processing each night. The soonest an email can be triggered would be the next day after an action from core.
How do I set up an automation for a birthday email?
Under the Automation tab, select "Create an automation" and then select "Custom journey". Name your journey something like "Birthday email" and then select the trigger as "An anniversary of a date." Under recipients, select your master member list. Under "When should this journey start?" select "on" and then your birthday field. Next, select "Build your journey". Once the journey designer is open, under your trigger, select "Delay" and add a delay of 9 hours, for example, so the email goes out at 9 AM and not midnight on the member's birthday. Remember to then add a condition as the next step and name it "Marketable". This is to mitigate sending birthday emails to a deceased or charged off member. Make sure the condition rule "Marketable" matches exactly "YES", and then under the "YES" option in the journey, add your email template. Make sure to add a subject line. Then, turn your journey on to allow it to run. You can pause journeys at any time.
Why did a member enter my new member onboarding journey when they updated their email address in core?
When creating a new member journey, it is important to use either the "New Member" or "Days of Membership" custom fields to trigger it. Do not set up an automated journey using the pre-built "Welcome Journey" or the trigger named "Subscriber joins the list". These methods see a new member as any new email that is added to the list. So, if a member updates their email address, it is recognized as a new record in your list. To avoid this, create a segment for new members and make the trigger for the journey "Subscriber enters a segment".
Testing, Formatting & Design
What is an inbox test and how do I run one?
Inbox tests allow you to review your email design and check for potential spam issues before sending a campaign. From within your account, you can view screenshots of how your email will appear across major email clients—web, desktop, and mobile—ensuring optimal presentation on any device. Additionally, this feature runs your email through common spam filters, helping you foresee potential delivery issues.
Access your draft campaign’s checklist, then click "Run inbox tests" at the top of the screen.
Is my bounce rate too high? How can I improve my bounce rate?
A typical bounce rate is around 2-5%, with 0% being ideal. A consistent bounce rate above 5% is cause for concern and may be due to domain authentication issues. Ensure you are sending your emails from an authenticated domain using DMARC and DKIM, and optionally SPF. The required records are located in "Settings" under "Email setup".
What is a normal open rate for emails? Click rate?
Industry open rates range from 15-25%, with members of the Synergent Email Platform experiencing an average open rate of approximately 40%. Click rates are generally 1-3%.
How do I upload an HTML email created in a separate platform?
This is discouraged as it limits further editing using the email platform editor. If your only viable option is uploading external HTML, you can do so by selecting "Import HTML" as your option after you start a new campaign and select "Design". You can either upload HTML directly or use a zip file containing your HTML and CSS files.
What are best practices for what should be put in the footer of my emails?
You must include certain information in your footer to adhere to the CAN-SPAM Act, the GDPR, and other laws that protect consumer rights. Ensure you include information such as:
- Your company’s physical address (or another mailing address you can be reached at)
- An unsubscribe (or email preferences) link
A link to your privacy policy is also highly encouraged. Other helpful elements include:
- Social media buttons and a link to your website
- A subscription reminder indicating to members when and how they signed up for your list to avoid spam claims
- Calls to action such as sharing and referrals
- A safelist request asking readers to add you to their address book to stay out of spam folders and improve your overall deliverability
- Credit union banding such as credit union name, logo, tagline or other brand assets that can make your footer distinct and recognizable
Where are my email templates stored?
Your templates are stored in "Settings" under "Templates". Formatting and design tips:
- When making changes, ensure your edits have saved by using the "Preview" button
- An email with a photo at the top is more likely to be read than one without
- Remember to add/edit alternative text to graphics
- Keep the subject line brief
- Keep the copy/message simple so the recipient doesn’t have to scroll and scroll— add links for more details vs. making a longer email
- Be aware many email platforms will block background images
- Graphics should be a maximum of 900 pixels wide
- Make use of templates instead of starting from scratch each time
- Preview before you send and check all links
Reach out to us with any questions!
Contact marketingsupport@synergentcorp.com