top of page

Leveraging Pega Customer Decision Hub (CDH) to Enhance Unsubscribe Response Capture

Updated: Mar 12

In today's digital landscape, understanding and responding to customer feedback are paramount for maintaining strong relationships and optimizing business processes. One crucial aspect of this is effectively capturing unsubscribe responses from customers. In this article, we'll delve into how you can seamlessly integrate Pega Customer Decision Hub (CDH) to capture unsubscribe responses and leverage them for actionable insights.


Step 1: Enhance Unsubscribe Response Treatment

The initial step involves adding value for the Unsubscribe response in the treatment. By incorporating the appropriate HTML markup, you can ensure the response is accurately captured.


To load an internal section and capture the response, utilize the following code snippet:


<span><a class="mktbutton" href="<pega:include name='MKTEmailLink' type='Rule-HTML-Section'><pega:param name='SuppressHref' value='True'/><pega:param name='Trackable' value ='true'/><pega:param name='Resp' value='Unsubscribe'/><pega:param name='ResponseScreen' value='SectionName'/></pega:include>" id="wordmerge">UnSubscribe</a></span></p>


For loading an external URL and capturing the response, the code snippet would be:


<span><a class="mktbutton" href="<pega:include name='MKTEmailLink' type='Rule-HTML-Section'><pega:param name='SuppressHref' value='True'/><pega:param name='Trackable' value ='true'/><pega:param name='Resp' value='Unsubscribe'/><pega:param name='ExternalURL' value='http://www.{ExternalURL}.it'/><pega:param name='URLParam' value='false'/></pega:include>" id="wordmerge">Unsubscribe </a></span>


Step 2: Modify the CaptureClickData Data Transform

Next, you'll need to modify the CaptureClickData out-of-the-box (OOTB) data transform, responsible for setting parameters to capture in Interaction History (IH) as part of a click-through.


Add a when condition to capture Response in IH:


When @equals(Param.R,”Unsubscribe”)

Set Param.Outcome equal to "Unsubscribed"

Otherwise Set Param.Outcome equal to "Clicked"


Results: Customer Responses Captured in Interaction History


Once the customer clicks on the unsubscribe link, the response will be captured in the interaction history. Specifically, it will be stored in the pyoutcome property as "Unsubscribed". This enables organizations to track and analyze unsubscribe responses efficiently, facilitating informed decision-making and proactive customer engagement.


By following these steps and leveraging the capabilities of Pega CDH, organizations can streamline their unsubscribe response capture process and gain valuable insights into customer preferences and behaviors.


In accordance with GDPR regulations, it is imperative to ensure that all promotional emails include an option for unsubscribing.


Stay tuned for more insights on optimizing customer engagement and enhancing business processes with Pega CDH!


-Team Enigma Metaverse



16 views0 comments

Comentários


bottom of page