Informational landing pages are great for bringing additional information to the user but they don’t go far enough. The dynamic nature of the Symend platform will require that customers can digitally engage with our content so that they can digitally communicate their situation or interest in engaging. Not only that, but once a customer is determined eligible for the offer there are times when the client will require a way to retrieve information back from the customer so that they can ensure all systems are in sync and the data required to support the offer is collected.

Known examples include:

• I already paid

  • The customer communicates that they have already made a payment and we should stop notifying them of their overdue bill while we wait for their payment to be processed (can take 3-5 days)

• Payment reminder

  • The customer communicates that they are not able to make a payment until a later date, so are requesting we stop trying to engage them until a later date.

• Payment arrangements

  • The customer communicates that they need help paying their overdue balance, but need some payment terms put in place (aka payment extension or payment plan)

• Surveys - CSATs

  • The customer provides their service provider with feedback on their experience or satisfaction with the product offering or service.

Table of Contents

How do we use Landing Pages?

Landing Pages are slightly different from emails and SMS outreaches because they are accessed through links that customers receive in email and SMS outreaches. These emails and SMSs have been sent to specific audiences at specific times as set up in the playbook designer. Therefore, landing pages require the development of two new capabilities:

• Form Blocks- The content builders do not currently allow for the collection of data from customers. In order to enable the use cases mentioned above we will need to enhance the builder with a Form Block. The form block hosts a form that is made up of different components that are configured to collect and populate data to specific account attributes.

• Landing Page Flow Designer - This is where Patty will define who is eligible to view the page and when, and which audience (or segments) should view which landing page. This is very similar to the playbook designer where Patty defines the campaign entry criteria and uses channel controls to determine which customer views which content. Patty will also be able to define which pages should be viewed when there are loading errors and expired offers.