WebSphere Commerce EnterpriseWebSphere Commerce Professional

Trigger: Customer Participates in Social Commerce

Use this trigger in a dialog activity to begin or continue the activity as soon as a customer participates in social commerce on your site a specified number of times.

Customers participate in social commerce when they do any of the following things on your site:

  • Post a product review or comment, or rate a product
  • Post a blog entry or comment, or rate a blog entry
  • Upload a photo

If your site supports any of these social commerce features, then this trigger provides a means to reach out to customers when they participate, based on how many times they participate. Rewarding customers for their participation can build loyalty and inspire further participation.

Management Center displays an enhanced version of this trigger to detect specific social commerce activities. See Trigger: Customer Participates in Social Commerce.

Example

Here is an example of a dialog activity that uses this trigger effectively:

When a customer participates in social commerce on your site one time, send the customer an email that thanks them and encourages them to continue participating. Issue the customer a coupon for 10% off an order that is placed in the next 30 days.

The dialog activity looks like this:


Example of Trigger: Customer Participates in Social Commerce

Here is another example; this time, the trigger is used to populate a customer segment that consists of customers who participate in social commerce frequently. You can then use the customer segment to target these super contributors in other web, dialog, and email activities.

When a customer participates in social commerce on your site 10 times within the last seven days, add the customer to the Super Contributors customer segment.

The dialog activity looks like this:


Example of Trigger: Customer Participates in Social Commerce

When you activate a dialog activity with this trigger, the server begins recording the number of social commerce interactions for all customers. When the interactions for a customer meet the criteria that are set for the trigger, then the activity begins or continues for that customer. Any type of participation in social commerce qualifies for this trigger. The server does not distinguish between the different types that are listed previously in this topic.

Prerequisite for using this trigger

Make sure that your site is configured to support the Management Center marketing features.

Guidelines for using this trigger

When you set up this trigger, you must specify the number of times a customer must participate in social commerce to qualify for the dialog activity, for example, three times. You can also specify a time frame during which the participation must occur, for example, within the last 30 days.

In most cases, dialog activities that use this trigger should not be set as repeatable. A repeatable activity allows a customer to experience the activity multiple times. In the first example in this topic, if the activity were set as repeatable, then a single customer would get an email and a coupon every time they participated in social commerce. The Repeatable check box is in the general properties for the dialog activity; by default it is not selected.