How to use capture widgets in journeys, plus NPS updates
Outline
More like this:
We’ve just launched a new shape in journeys; 'widget'. True to name, it allows you to add a new or existing widget to a journey. This means you can use delays, conditions, and filters to ensure your customers and leads see relevant widgets when they are most likely to take action on them. This update goes hand-in-hand with several updates to NPS widgets and how you can track and report on them.
For a complete list of widget and NPS improvements, visit our product updates page. Read on for use cases, templates, and a video tutorial.
This article will help you understand:
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How to use widgets in journeys
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Use cases for widgets in journeys
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NPS journey
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Onboarding journey
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Event registration or appointment follow-ups
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Rules for prioritizing widgets
How to add capture widgets to journeys
If you’re already using journeys in Ortto, adding a capture widget will be intuitive. It works just like emails and SMS — simply click the ‘+’ button to add a shape then select ‘widget’. From there, you can choose an existing capture widget or create a new one.
Watch the video in the NPS survey journey section below to see how it's done, or visit our knowledge base for more information.
Use cases for widgets in journeys
If you want to start adding widgets to your journeys, these popular campaign types are a good place to start.
1. NPS survey journey
With a new NPS content block available in the widget builder and the widget shape in journeys, you can easily set up an end-to-end automated NPS journey including recurring NPS survey popups and follow-up communication.
The new NPS widget component will generate a system activity for NPS results, allowing you to generate NPS reports that help track customer satisfaction over time.
Watch the video below to learn how to build an NPS journey using the new widget shape, or make a fast start with this template.
2. Welcome journey
If your business has an app, adding in-app widgets to your onboarding or welcome journey can help remind customers to take onboarding steps at the very moment they’re most likely to do so.
In the template linked below, we use a combination of popup, email, and proactive live chat to welcome a new user and remind them to take an important onboarding action. This template can be adapted to suit any business type and can be a great place to start building a more robust welcome and onboarding experience for your customers.
3. Event or webinar registration journey
If you are building a journey to promote your event or webinar to a specific audience, you can now add pop-up widgets on-site and in-app to remind your audience to register. By building this into a journey, instead of setting up a standalone widget, you can better visualize the customer experience.
In the example below, we’ve aligned the pop-up to appear to a relevant audience segment. If the visitor does not register, the popup will appear again seven days before the event to create urgency. This journey also includes confirmation and follow-up emails to drive attendance and send post-event communications.
How to prioritize widgets
Since journey widgets are typically set up to align with specific actions, behaviors, or time periods, they will always be prioritized over your other, always-on capture widgets.
If you have capture widgets set up outside of journeys or multiple journeys with widgets included, you can prioritize widgets in your settings. This is best practice for larger widgets like popups and takeovers.
Once you've switched prioritization on, you can assign a 1-10 priority score (1 being highest priority) to your widgets. The highest-scoring widget will be shown to your visitor or user during a session. When they have another session, the next in the priority list will appear, and so on.
Non-intrusive widgets like ‘Click to show,’ embedded forms and tracked forms will always be possible to trigger and submit and are not counted in the prioritization.
Finally, we will always give you the option to turn off prioritization for individual captures. This can be helpful for always-on widgets that should be shown regardless of what else is happening on the page, like live chat widgets in-app or on high-intent pages like the pricing page.
For more information, visit our help docs.
