If you want to look at how to create automated campaign, you are at the right place!
Go to "Feedback Campaigns" page, just click the blue "Create a New Campaign" button and follow these steps:
Step 0. Select Your Campaign Type:
Automated: Feedback requests will automatically be sent whenever a deal meets your criteria. That could be specific actions or events in your CRM, such as the closing of a deal or a change in a deal's status. Automated campaigns are ideal for gathering consistent feedback over time without needing manual intervention.
One-Shot: No automation—You can use this campaign to request feedback from specific deals directly from "All deals" page”.
In this article, we are going to show you which steps to follow to launch Automatic campaigns only. For info about one-shot campaign, please go here.
Step 1 : Settings
Name Your Campaign:
Choose a clear, descriptive name.
Select Your Use Case and Feedback Channel:
Use Case: Choose between New Business, Churn & Renewal, or Satisfaction
New business (collect feedback when a new deal is won or lost)
Satisfaction (collect feedback from existing customer to evaluate their satisfaction, what would make them churn or renew and identify "ambassadors" and "at risk customers")
Churn & Renewal (collect feedback when a customer is renewed or churned and help you understand how to do better)
⚠️ Important Note:
Selecting a use case does not automatically filter your deals—it only determines the use case of the collected feedback.
To ensure your campaign targets the right audience, manually add your filters and criteria in Step 3 of the automated campaign setup.
Feedback Channel:
Buyer (prospects and/or clients)
Internal (your internal teams, such cas sales rep, CSM, AM, any other stakeholders)
Choose the Language:
Pick the language for your feedback request.
Sending email address
You can customize which email address will be used to contact your buyers. You can:
Use "Connected email" (recommended for higher participation rate) : this is one of your internal email that you have logged in the Setting page. For more info about how to set up connected email, go here.
Use "Diffly email" (the format is generally feedback-clientname@diffly.org)
Sender Name:
Select the name that will appear as the sender of the feedback request.
For "Diffly email", it could be:
"Diffly consultant" like Anne-Sophie Vasseur
"Diffly owner name", which will be the CRM deal owner
"Custom name", which could be the name of the CEO / CRO / PMM / VP Sales / Etc.
Campaign Duration
Decide how long the campaign should run. Specify the start date and, optionally, an end date for your campaign. If you do not set an end date, the campaign will run indefinitely.
All of your modification within a campaign set up is saved in real time. You can easily navigate between the steps without losing anything
Step 2 : Sequence
Once you've set the initial parameters in the Settings tab, the next step is to configure the email sequence for your feedback campaign. This allows you to define when and how emails will be sent to the recipients, ensuring a smooth and automated flow for feedback collection.
For some premium clients, our program manager can complement the mailing strategy with some calls. This has a great impact on participation rate
Choose or Create Your Sequence
Use an existing sequence (click on "Select a sequence template" to browse and select one of your saved templates) or create a new one directly.
You can also browse a sequence template, adapt it directly and, if you plan to use it again, save it through "Save current sequence as template"
You can adapt:
The number of mail and the tempo of the sequence
The email subject
The email content
The system provides the ability to add variables dynamically. Clicking on "Add variable" gives you options such as:
First name
Last name
Deal name
Survey link
Interview link
At least 1 variable is mandatory (survey link and/or interview link)
You can send yourself a test email to ensure the layout and variables are working correctly.
Step 3 : Deals
Once you’ve configured the email sequence, the next step is to define all of your deal's criteria for your campaign that will trigger feedback request.
This step allows you to specify which deals will be included based on their stage, close date, and other fields consistent with your learning goals.
Select Deals for Your Campaign
Set the rules that will identify which deals Diflly will request the feedback for.
You can make rules on anything you would like, particularly on any CRM fields
Be aware that this is dynamic fields, meaning that each time a deal matches these criteria, a feedback request will be launched
Selecting the deal stage
In the Deals tab, start by selecting the deal stage you want to target. The available options are:
Won
Lost
Open (deals that are still ongoing and haven’t reached a closed-won/lost yet)
Filtering by additional rules
After selecting the deal stage, you can add any filters you want. Some common filters include:
Close date: Define a specific time frame for deals (for example, all the deals of the past quarter)
Competitor: Choose to include or exclude deals involving certain competitors.
Amount: Target deals within a certain range to focus on high-value or smaller deals.
Deal owner: Filter deals based on the deal owner
These filters allow you to fine-tune your win-loss program by specifying exactly which deals will be included.
Step 4 : Contacts
Choose Your Recipients
You can send the feedback request to:
"All associated contacts": all contacts attached to the deal in your CRM (or through Excel import)
"Specific contacts": select specific contacts (this will work if you've assigned roles to contacts in your CRM).
Important Reminder: A single deal cannot be part of more than one campaign at the same time.
Step 5: Save your campaign !
Two options:
Save as draft: If you're not ready to send the campaign, you can save your work as a draft and make it live later.
Launch campaign: If everything is set up, click the "Launch campaign" button to activate the feedback request and start collecting feedback!