Encourage customers to opt back in

We're a B2B e-commerce and we'd like to run a few marketing activities to encourage our customers to re-subscribe to our marketing communications. From what I can see, even if someone completes our email sign up form after unsubscribing, they will still be blocked on Sugar Market by the "guarded watch list". I can technically opt them back in manually through Sugar support but that means I'd have to be notified that a customer in the watch list wants to re-subscribe. Has anyone come up with a solution to flag anyone who wants to be opted back in?

I wonder why people can't be removed from the guarded watch list automatically if they click on a double opt in form for instance?

Adam Frank over 5 years ago

Hi Enzo,

"we'd like to run a few marketing activities to encourage our customers to re-subscribe" - given many marketing activities involve emailing people and you can't email them, I'll take it as a given that you are reaching out to these customers on other channels.

What you can do is direct people to a landing page (which has a checkbox stating they they were previously unsubscribed and they understand that checking this box is a request to be resubscribed and provides permission to email them again).

When they fill it, instead of sending them an automated thank you email (which obviously won't work since they'll still be on guarded watch at this point) - send an automated email to support@sugarcrm.com with a link to the form and stating that this person has filled out this form requesting to be resubscribed, and the relevant account information.

Hope this helps!

Adam
Jana Ferguson over 5 years ago

Hi Enzo,

I can chime in on your second question - why can't people be removed from Guarded Watch automatically? Guarded Watch acts as a safe guard for unsubscribes. Each time someone opts out of emails through our standard unsubscribe process, they are opted out in Sugar Market, that opt out is synced to CRM, and they are added to Guarded Watch. This way, if that lead or contact were to be deleted from the database and later re-added, we still have record that they have unsubscribed. The ensures we are able to honor that opt out request.

In order to help keep contacts from unsubscribing, we recommend giving them the option to manage the types of communications they are receiving. This way they can opt out of the things they do not want to receive, but don't have to opt out all together. You can read more about utilizing a preference center here: https://sugarclub.sugarcrm.com/engage/marketing/b/share-your-story/posts/utilizing-a-preference-center

Thanks!

Jana

Director, Customer Enablement | SugarCRM
En De over 5 years ago in reply to Adam Frank

Thanks Adam, that's very useful!
En De over 5 years ago in reply to Jana Ferguson

Thank you for the clairification Jana :) - I thought Sugar didn't offer a preference centre. Is this a new feature?
Jana Ferguson over 5 years ago in reply to En De
Hi Enzo,

We have a couple of different options for how customers can go about setting up preference options. We are working on an article about that now, so we will prioritize getting that posted, but in the meantime you can find additional info in the documentation site here:

https://support.sugarcrm.com/Documentation/Market/Sugar_Market_User_Guide/Lists_and_Segmentation/#Suppression_Lists

https://support.sugarcrm.com/Documentation/Market/Sugar_Market_User_Guide/Lists_and_Segmentation/#Preference_Lists

You can also create a custom preference page by utilizing Pages & Forms and mapping back to corresponding preference fields and the field for opting out of all, which can vary by CRM.

Thanks!

Jana
Director, Customer Enablement | SugarCRM