Meeting Title: Customer.io Campaign Walkthrough Date: 2025-08-14 Meeting participants: Henry Zhao, Judd Kuehling
WEBVTT
1 00:00:19.740 ⇒ 00:00:21.100 Henry Zhao: Hey Jed, how’s it going?
2 00:00:30.110 ⇒ 00:00:32.710 Henry Zhao: Can’t hear you, I don’t know if you’re saying something.
3 00:00:33.180 ⇒ 00:00:36.039 Judd Kuehling: No, I’m not saying anything, I’m here.
4 00:00:36.620 ⇒ 00:00:37.420 Henry Zhao: Yeah.
5 00:00:38.110 ⇒ 00:00:38.790 Judd Kuehling: Perfect.
6 00:00:39.590 ⇒ 00:00:42.859 Henry Zhao: Cool, so yeah, I just wanted to take some time to introduce myself.
7 00:00:43.060 ⇒ 00:00:53.650 Henry Zhao: kind of get to know you a little bit better also, and just give some context on this meeting, and then I’d love to just walk through, kind of, a brief summary of what Bobby walked you through in terms of Customer.io.
8 00:00:54.160 ⇒ 00:01:08.469 Henry Zhao: So basically, I work with Brainforge. I don’t know how much you know about Brainforge, but we’re kind of your partners, and I’m kind of helping out with some things. And one initiative that we’re currently doing is enriching customer I.O. data with
9 00:01:08.630 ⇒ 00:01:12.399 Henry Zhao: Kind of some clean data on user profiles.
10 00:01:12.910 ⇒ 00:01:18.470 Henry Zhao: That we’ve put together, like, using a data warehouse and, and, like, just some grooming techniques.
11 00:01:18.800 ⇒ 00:01:26.589 Henry Zhao: The reason is we thought that there was way too many attributes in Customer I.O, a lot of them were not being maintained, they could be inaccurate.
12 00:01:26.790 ⇒ 00:01:31.210 Henry Zhao: We wanted to make sure that things were as simple as possible in the platform.
13 00:01:31.340 ⇒ 00:01:37.100 Henry Zhao: and maintaining accuracy. So, that’s something that I’m trying to push into Customer I.O.
14 00:01:37.260 ⇒ 00:01:39.710 Henry Zhao: Eventually, hopefully soon.
15 00:01:39.920 ⇒ 00:01:49.860 Henry Zhao: And another thing is, since Bobby is leaving, there were a lot of tasks that Bobby had asked us for, or things that he wanted us to do eventually that I’m not sure is relevant anymore.
16 00:01:50.380 ⇒ 00:01:56.180 Henry Zhao: Because I think the best thing to be… to do would just be you and I maybe work together and build things from scratch.
17 00:01:56.450 ⇒ 00:02:04.899 Henry Zhao: Based on the knowledge that Bobby has shared with us, instead of kind of just sticking to exactly what he said before when he had his resources here.
18 00:02:05.560 ⇒ 00:02:07.930 Henry Zhao: So yeah, that’s kind of the context behind this meeting.
19 00:02:08.600 ⇒ 00:02:11.970 Henry Zhao: And I’d love to kind of see what Bobby showed you in terms of the
20 00:02:12.480 ⇒ 00:02:30.790 Henry Zhao: campaign automation, because I’ve never used Customer I.O. before, and I want to just make sure that I’m doing things that are relevant to your use case, and the way that you would be using it, and also making sure that everything I push in there would have some use to you, and it wouldn’t be something that you’re like, what is this? I don’t care about this at all, you know, so….
21 00:02:31.020 ⇒ 00:02:31.530 Judd Kuehling: Yeah.
22 00:02:31.530 ⇒ 00:02:35.580 Henry Zhao: Want to get that sense today from you, in the next 20 or so minutes.
23 00:02:36.200 ⇒ 00:02:39.670 Judd Kuehling: Yeah, yeah, that makes sense, yeah. …
24 00:02:40.820 ⇒ 00:02:47.739 Judd Kuehling: I am… honestly, I haven’t used Customer I.O. much before starting this job, and I’ve been in the job now for
25 00:02:48.060 ⇒ 00:02:56.729 Judd Kuehling: 4 days, so… I’m not a customer I.O. expert, but I’ve kind of gone through it a bit on my own, and also with Bobby, and kind of
26 00:02:56.990 ⇒ 00:03:04.129 Judd Kuehling: beginning to understand it. I think the biggest challenge for my initial kind of observation, and…
27 00:03:04.430 ⇒ 00:03:07.190 Judd Kuehling: Bobby explained this a bit, too, is that
28 00:03:07.530 ⇒ 00:03:11.370 Judd Kuehling: A lot of what we do is a lot of the attributes, …
29 00:03:11.870 ⇒ 00:03:16.000 Judd Kuehling: complicated because of the different treatments, so….
30 00:03:16.370 ⇒ 00:03:25.060 Judd Kuehling: We have, like… 20 to 40 different treatments, and we want to do specific, kind of,
31 00:03:26.210 ⇒ 00:03:30.610 Judd Kuehling: Content around those, or specific messaging around those
32 00:03:30.790 ⇒ 00:03:34.850 Judd Kuehling: Treatments, then we almost have to build… Damn.
33 00:03:35.070 ⇒ 00:03:48.210 Judd Kuehling: attributes for… at the… for individual treatments. So, for example, Bobby’s fixing this check-in, Date, email, and that…
34 00:03:48.870 ⇒ 00:03:57.420 Judd Kuehling: The check-in is essentially when a customer finishes, kind of, their or whoever finishes their…
35 00:03:58.100 ⇒ 00:04:01.430 Judd Kuehling: Auto bill, and kind of automated
36 00:04:01.640 ⇒ 00:04:07.930 Judd Kuehling: shipment process, they need to actually check in And, go into the…
37 00:04:08.380 ⇒ 00:04:11.709 Judd Kuehling: The platform, and kind of answer some…
38 00:04:11.980 ⇒ 00:04:17.480 Judd Kuehling: The questions again, go through the questions and kind of re… kind of approve process.
39 00:04:17.880 ⇒ 00:04:23.759 Judd Kuehling: And so, we sent a reminder for that. Now, Bobby’s reminder has, …
40 00:04:23.960 ⇒ 00:04:29.040 Judd Kuehling: You know, wording in it around the actual treatment and even imagery.
41 00:04:29.440 ⇒ 00:04:37.859 Judd Kuehling: That relates to the treatment. We just did the one that covers, you know, a huge percentage of our audience, probably 90% of our audience, and that’s….
42 00:04:37.890 ⇒ 00:04:40.329 Henry Zhao: Some of the time. Yeah, right.
43 00:04:40.550 ⇒ 00:04:49.810 Judd Kuehling: So, he built that one first, but the challenge is that some customers have multiple treatments, right? So, they might need to work in…
44 00:04:50.010 ⇒ 00:04:57.260 Judd Kuehling: multiple treatments, so… trying to strategize a way to make that work. In my mind, I was thinking.
45 00:04:57.730 ⇒ 00:05:00.560 Judd Kuehling: We made the email a little bit more generic.
46 00:05:01.000 ⇒ 00:05:05.490 Judd Kuehling: At least, you know, removed the imagery, made it a little bit more text-based.
47 00:05:05.670 ⇒ 00:05:11.620 Judd Kuehling: And then we could dynamically drop in… The treatment name, and …
48 00:05:12.980 ⇒ 00:05:16.169 Judd Kuehling: You know, and, you know, P, you know.
49 00:05:16.540 ⇒ 00:05:18.770 Judd Kuehling: Filter a key off of the date.
50 00:05:18.920 ⇒ 00:05:25.880 Judd Kuehling: then the date could potentially field could be used for more than one treatment. You could say, like, next, check-in.
51 00:05:26.800 ⇒ 00:05:34.209 Judd Kuehling: date, and I only believe check-in date is feel. I think they’re… they’re keying off of, kind of, last
52 00:05:34.490 ⇒ 00:05:36.600 Judd Kuehling: Ship date, or something like that.
53 00:05:37.500 ⇒ 00:05:41.600 Judd Kuehling: But I could be wrong, but, potentially, if you could do…
54 00:05:42.700 ⇒ 00:05:47.950 Judd Kuehling: You know, next check-in date, put the date field, and then you could put, like.
55 00:05:48.500 ⇒ 00:05:56.320 Judd Kuehling: you know, treatment for next check-in, and put semaglutide as a… As the, attribute.
56 00:05:56.470 ⇒ 00:06:00.000 Judd Kuehling: Then we could just use that dynamically to say.
57 00:06:00.610 ⇒ 00:06:03.860 Judd Kuehling: You know, your next check-in is due on…
58 00:06:04.020 ⇒ 00:06:11.010 Judd Kuehling: August 31st for… and then you pull in that attribute for whatever the next check-in product it would be.
59 00:06:11.400 ⇒ 00:06:22.270 Judd Kuehling: Potentially. I guess my goal here is to try and not build… attributes, or, … defer…
60 00:06:22.450 ⇒ 00:06:27.310 Judd Kuehling: Every single… or segments, even for every single
61 00:06:27.700 ⇒ 00:06:34.180 Judd Kuehling: Treatment type, because eventually, as we grow, that could get unwieldy, and Crazy.
62 00:06:34.810 ⇒ 00:06:39.770 Henry Zhao: Yeah, or… but I think there’s maybe ways I can organize it so that it doesn’t.
63 00:06:39.770 ⇒ 00:06:40.270 Judd Kuehling: Correct.
64 00:06:40.270 ⇒ 00:06:54.029 Henry Zhao: I think what I’m gonna do is build a table for, like, user treatments, and kind of just… that table would have all of the information on which treatments they’re doing, the dates, each of the, like, milestones that we care about.
65 00:06:54.190 ⇒ 00:07:10.499 Henry Zhao: And I think from that, we can build some sort of, like, logic tree, which says, like, if they have one treatment, that’s very simple, send it… send whatever treatment flow you want to send them about that treatment. If they have two, then we do this, etc. I think that might be one really easy way to just organize it.
66 00:07:10.560 ⇒ 00:07:29.179 Henry Zhao: And we easily change things, even. Like, because if you have logic flows and different campaigns for each treatment and each treatment combo, it gets confusing when you need to, like, change something, right? But if we have a logic tree, we can just kind of look at that as, like, a dictionary and say, alright, today we want to fix kind of what we do with people with two treatments, then I just need to look at the section
67 00:07:29.320 ⇒ 00:07:33.170 Henry Zhao: On people with two treatments, and say, like, what part of the logic do we want to change?
68 00:07:34.010 ⇒ 00:07:36.349 Judd Kuehling: Yeah, so the logic would be done on your end, then.
69 00:07:36.570 ⇒ 00:07:37.180 Judd Kuehling: And then….
70 00:07:37.180 ⇒ 00:07:42.269 Henry Zhao: Work together on it, yeah. Then I would help you build it into, like, a query that then…
71 00:07:42.540 ⇒ 00:07:44.460 Henry Zhao: Runs and gives you what you need.
72 00:07:45.130 ⇒ 00:07:45.780 Judd Kuehling: Okay.
73 00:07:46.580 ⇒ 00:07:47.910 Judd Kuehling: Yeah, that would be great.
74 00:07:48.040 ⇒ 00:07:48.920 Henry Zhao: Okay, awesome.
75 00:07:48.920 ⇒ 00:07:54.630 Judd Kuehling: To kind of understand, kind of, what I understand as far as the complication… potential complications
76 00:07:55.130 ⇒ 00:07:58.179 Judd Kuehling: Of, kind of, building out things.
77 00:07:58.850 ⇒ 00:08:02.129 Judd Kuehling: by treatment within Customer I.O, just because
78 00:08:02.320 ⇒ 00:08:04.880 Judd Kuehling: People actually also get billed by…
79 00:08:05.620 ⇒ 00:08:08.969 Judd Kuehling: quantity of attributes, or something like that, and so….
80 00:08:08.970 ⇒ 00:08:09.559 Henry Zhao: Oh, okay.
81 00:08:09.990 ⇒ 00:08:12.780 Judd Kuehling: As we… Yeah.
82 00:08:12.890 ⇒ 00:08:18.399 Judd Kuehling: So as we continue to grow those, then that also complicates that piece of it as well.
83 00:08:18.400 ⇒ 00:08:22.439 Henry Zhao: Yeah, but I’d like to get rid of some of the junky ones that you’re probably not using, ….
84 00:08:22.600 ⇒ 00:08:23.260 Judd Kuehling: Yeah.
85 00:08:23.260 ⇒ 00:08:32.709 Henry Zhao: So I wonder if I can just… oh, I think I can. I can just, like, dump all of the attributes, and we can maybe one day go through and just say, are any of these… which of these are necessary? And we can probably just get rid of the ones that are…
86 00:08:32.840 ⇒ 00:08:33.980 Henry Zhao: are not necessary.
87 00:08:34.720 ⇒ 00:08:40.969 Judd Kuehling: Yeah, that makes sense. I think that there were attributes or… or, different things built for kind of a one-off
88 00:08:42.299 ⇒ 00:08:50.180 Judd Kuehling: emails and tests, and, you know, I don’t blame Bobby, I know when you’re in a rush and trying to do things, that’s the easiest way to do it a lot of times, but…
89 00:08:50.460 ⇒ 00:08:55.609 Judd Kuehling: Long-term cleanliness, it’s not being used.
90 00:08:56.060 ⇒ 00:08:59.740 Judd Kuehling: still being updated or staying in me. So yeah, I think that makes sense to me.
91 00:09:00.430 ⇒ 00:09:02.440 Henry Zhao: Okay, perfect. …
92 00:09:03.290 ⇒ 00:09:16.420 Henry Zhao: So yeah, we can do that. That’ll be, I think, a good thing for us to do. And then, right now, could you just quickly show me your screen and just kind of walk me through real quick, the stuff that Bobby showed you on what he did to fix the check-in email?
93 00:09:17.060 ⇒ 00:09:17.680 Judd Kuehling: Yeah.
94 00:09:19.240 ⇒ 00:09:21.799 Henry Zhao: Just because sometimes seeing is the easiest way to learn.
95 00:09:33.970 ⇒ 00:09:35.330 Judd Kuehling: See my screen?
96 00:09:35.550 ⇒ 00:09:36.419 Henry Zhao: Yeah,
97 00:09:36.700 ⇒ 00:09:37.270 Judd Kuehling: Whatever.
98 00:09:37.470 ⇒ 00:09:39.510 Judd Kuehling: So, ….
99 00:09:41.600 ⇒ 00:09:42.839 Henry Zhao: Okay, so it’s campaigns.
100 00:09:43.160 ⇒ 00:09:46.959 Judd Kuehling: Yeah, so campaigns are… mean, kind of automation.
101 00:09:47.410 ⇒ 00:09:49.620 Henry Zhao: Is it one campaign, or is there more than one?
102 00:09:50.200 ⇒ 00:09:52.380 Judd Kuehling: Right now, there’s one, and it’s, ….
103 00:09:53.490 ⇒ 00:09:55.219 Henry Zhao: It’s 2-508, right? It’s checking reminders?
104 00:09:55.220 ⇒ 00:09:56.160 Judd Kuehling: Yes.
105 00:09:56.590 ⇒ 00:09:57.220 Henry Zhao: Okay.
106 00:09:57.440 ⇒ 00:10:00.770 Henry Zhao: Yeah, I can tell you we built it recently, because there’s only data for the recent ones.
107 00:10:01.310 ⇒ 00:10:01.950 Judd Kuehling: Yeah.
108 00:10:02.660 ⇒ 00:10:05.690 Judd Kuehling: So, he pulled in the, data…
109 00:10:06.160 ⇒ 00:10:12.360 Judd Kuehling: People that have been missed, so right now it looks kind of bigger, than it will, kind of, over time.
110 00:10:12.740 ⇒ 00:10:13.760 Henry Zhao: But….
111 00:10:14.030 ⇒ 00:10:15.129 Judd Kuehling: It’s…
112 00:10:17.280 ⇒ 00:10:21.780 Judd Kuehling: I don’t know if this is kind of useful to you at all to see this part, but….
113 00:10:22.060 ⇒ 00:10:22.770 Henry Zhao: Of course.
114 00:10:23.040 ⇒ 00:10:28.000 Judd Kuehling: … what he’s done here, so… ….
115 00:10:28.000 ⇒ 00:10:32.900 Henry Zhao: So first, he’s waiting 2 days… okay, so first, if there is this trick condition.
116 00:10:33.070 ⇒ 00:10:38.649 Henry Zhao: Okay, so those are the four conditions. If the next one is true, then you wait two days, which makes sense.
117 00:10:38.890 ⇒ 00:10:44.469 Henry Zhao: Yeah, these are the ones I see on the homepage. So, here we’re saying that their upcoming refill is…
118 00:10:46.130 ⇒ 00:10:52.720 Henry Zhao: But did he teach you these attributes? Like, how do I know for sure that upcoming refill, injectable blah blah blah is exactly what I think it is?
119 00:10:53.150 ⇒ 00:10:54.939 Henry Zhao: Or we just have to kind of go by faith.
120 00:10:55.570 ⇒ 00:10:57.269 Judd Kuehling: Yeah, I mean, …
121 00:10:58.440 ⇒ 00:11:05.859 Judd Kuehling: I don’t know if he built them, or someone else built them, and he just kind of has used them enough and knows what they are.
122 00:11:06.120 ⇒ 00:11:09.609 Henry Zhao: Is there a way I can change the upcoming refill, whatever? Just as an example?
123 00:11:09.610 ⇒ 00:11:10.400 Judd Kuehling: Say that again?
124 00:11:10.590 ⇒ 00:11:11.450 Judd Kuehling: Show it.
125 00:11:11.450 ⇒ 00:11:14.219 Henry Zhao: how that’s defined, if I need to check, just as an example.
126 00:11:14.520 ⇒ 00:11:16.360 Judd Kuehling: I think he has….
127 00:11:20.130 ⇒ 00:11:21.960 Henry Zhao: It’s a circle with a cloud, so…
128 00:11:25.350 ⇒ 00:11:27.719 Henry Zhao: Oh, it’s one of the attributes.
129 00:11:28.360 ⇒ 00:11:30.220 Judd Kuehling: Yeah, I believe. Okay.
130 00:11:33.600 ⇒ 00:11:35.060 Henry Zhao: Yeah, this is the stuff I wanted to see.
131 00:11:45.050 ⇒ 00:11:47.399 Judd Kuehling: The notion attribute?
132 00:11:53.930 ⇒ 00:11:54.759 Judd Kuehling: No, you could not.
133 00:11:54.760 ⇒ 00:11:55.310 Henry Zhao: events.
134 00:11:56.060 ⇒ 00:11:57.100 Henry Zhao: Is it relevant?
135 00:11:57.960 ⇒ 00:11:58.570 Judd Kuehling: Yeah.
136 00:12:00.570 ⇒ 00:12:01.780 Henry Zhao: Is it an object?
137 00:12:02.500 ⇒ 00:12:04.139 Judd Kuehling: Yeah, I think it’s an object.
138 00:12:04.380 ⇒ 00:12:09.959 Judd Kuehling: Right? That’s another thing, I don’t really completely understand what objects are at this point.
139 00:12:10.170 ⇒ 00:12:14.010 Judd Kuehling: … Maybe you know more….
140 00:12:14.010 ⇒ 00:12:16.319 Henry Zhao: I’ll do some research on that.
141 00:12:16.880 ⇒ 00:12:21.500 Henry Zhao: Oh, it is an event, though. See, order completed is an event, and it’s the same logo. Oh, no, it’s not.
142 00:12:21.870 ⇒ 00:12:25.940 Henry Zhao: Order complete is, … So, it’s a segment.
143 00:12:26.260 ⇒ 00:12:29.249 Judd Kuehling: Oh, okay. Upcoming ref.
144 00:12:29.250 ⇒ 00:12:32.640 Henry Zhao: So this is kind of, like, self-intuitive.
145 00:12:33.170 ⇒ 00:12:33.690 Judd Kuehling: Yeah, true.
146 00:12:33.690 ⇒ 00:12:35.950 Henry Zhao: Now, there’s the three attributes that exist, so…
147 00:12:36.270 ⇒ 00:12:39.300 Henry Zhao: Next refill, estimated semaglutide inductible exists.
148 00:12:40.440 ⇒ 00:12:48.689 Henry Zhao: And then next, blah blah blah is in a timestamp before 20 days from now. Okay, so this is the data that I would be replacing it with, whenever we figure out what we need.
149 00:12:49.390 ⇒ 00:12:50.050 Judd Kuehling: Yeah.
150 00:12:50.980 ⇒ 00:12:55.799 Judd Kuehling: I think the zero is to pick up people that we missed, but ideally, it’s 20 days.
151 00:12:56.530 ⇒ 00:12:57.710 Judd Kuehling: Now….
152 00:12:58.890 ⇒ 00:13:00.589 Henry Zhao: Gotcha, gotcha, gotcha, gotcha.
153 00:13:01.470 ⇒ 00:13:07.850 Judd Kuehling: … And then… Not in….
154 00:13:08.470 ⇒ 00:13:10.609 Henry Zhao: Not auto-refill, because we don’t need to remind them.
155 00:13:10.760 ⇒ 00:13:15.020 Henry Zhao: And then not suppression means we just want to exclude the ones that we’re suppressing. Okay.
156 00:13:15.210 ⇒ 00:13:15.560 Judd Kuehling: Yeah.
157 00:13:15.560 ⇒ 00:13:16.329 Henry Zhao: Makes sense.
158 00:13:17.590 ⇒ 00:13:18.440 Judd Kuehling: Yeah.
159 00:13:18.440 ⇒ 00:13:25.719 Henry Zhao: 7-day check-in reminder, so that makes sense. So that’s why you’re waiting 2 days if it’s not within 7 days, right? So, if you go back to the campaign. Okay.
160 00:13:25.900 ⇒ 00:13:30.020 Henry Zhao: I think it makes sense. So you go to Workflow, Okay.
161 00:13:31.080 ⇒ 00:13:37.169 Henry Zhao: So I bet if you go to the condition, the true-false branch is, like, more than 7 days, or more than 9 days, right?
162 00:13:37.910 ⇒ 00:13:40.120 Henry Zhao: Oh, this is… okay, so this is the…
163 00:13:40.430 ⇒ 00:13:43.029 Henry Zhao: Is the timestamp before 7 days… 0 days from now?
164 00:13:45.950 ⇒ 00:13:50.149 Henry Zhao: Okay, whatever, it makes sense. And then wait until conditions are met, if you go to conditions are met.
165 00:13:51.240 ⇒ 00:13:55.549 Henry Zhao: So you’re saying before 7 days from now, that means we need to send it to them already?
166 00:13:55.930 ⇒ 00:13:59.990 Henry Zhao: So, only send if customer meets one condition. So what is that condition?
167 00:14:02.060 ⇒ 00:14:04.129 Henry Zhao: If you go to the next box, the one condition.
168 00:14:06.980 ⇒ 00:14:11.509 Henry Zhao: If RCVF SEMA first refill campaign lasts 7 days.
169 00:14:13.570 ⇒ 00:14:16.449 Judd Kuehling: so… So that means they didn’t get….
170 00:14:16.450 ⇒ 00:14:18.349 Henry Zhao: campaign in the last 7 days.
171 00:14:18.350 ⇒ 00:14:21.190 Judd Kuehling: It didn’t get a refill campaign email.
172 00:14:22.140 ⇒ 00:14:30.199 Henry Zhao: Yeah, so this is a little bit messy. I think to do what I was saying earlier, I’m gonna need to also go in here and look at some campaigns, ….
173 00:14:30.200 ⇒ 00:14:31.099 Judd Kuehling: Yeah, of course.
174 00:14:31.240 ⇒ 00:14:39.820 Henry Zhao: But you can help me out by maybe letting me know if there’s anything that doesn’t need to be used anymore, if there’s any campaigns that you want to turn off, or kind of, like, disconnect.
175 00:14:40.040 ⇒ 00:14:42.100 Henry Zhao: We don’t have to waste our time on those.
176 00:14:43.740 ⇒ 00:14:48.020 Judd Kuehling: Yeah, I don’t… I need to take some more time to kind of figure that out. Okay.
177 00:14:48.210 ⇒ 00:14:50.069 Henry Zhao: Maybe we can re-sync next week and just….
178 00:14:50.590 ⇒ 00:14:51.050 Judd Kuehling: Yes.
179 00:14:51.050 ⇒ 00:14:53.829 Henry Zhao: We’ll see where we can align on next week.
180 00:14:58.160 ⇒ 00:14:58.910 Judd Kuehling: Reddit it.
181 00:14:59.160 ⇒ 00:15:08.720 Judd Kuehling: It’s a day… Oh, then it’s gonna go… oh, so basically, it sends the… Email, and then it, …
182 00:15:09.580 ⇒ 00:15:11.969 Judd Kuehling: wait today and send the SMS.
183 00:15:17.760 ⇒ 00:15:18.786 Judd Kuehling: Good day…
184 00:15:22.570 ⇒ 00:15:27.970 Judd Kuehling: Let’s send another… It is….
185 00:15:34.400 ⇒ 00:15:36.529 Henry Zhao: And then it sends the overdue check-in. That makes sense.
186 00:15:36.530 ⇒ 00:15:38.380 Judd Kuehling: Yeah. Then, yeah.
187 00:15:39.050 ⇒ 00:15:42.599 Henry Zhao: I don’t know why he’s waiting 2 days on the left branch, but okay, it still makes sense.
188 00:15:42.600 ⇒ 00:15:44.830 Judd Kuehling: Yeah, I don’t know either, I….
189 00:15:44.830 ⇒ 00:15:46.320 Henry Zhao: Because it’s already overdue, so….
190 00:15:47.190 ⇒ 00:15:47.790 Judd Kuehling: Yeah.
191 00:15:47.790 ⇒ 00:15:49.620 Henry Zhao: I think it’s just a safety measure or something.
192 00:15:50.210 ⇒ 00:15:50.970 Judd Kuehling: Yeah.
193 00:15:52.910 ⇒ 00:15:55.449 Henry Zhao: Okay, and then time to evaluate an hour….
194 00:15:57.030 ⇒ 00:15:59.320 Judd Kuehling: That leads an hour to an SMS.
195 00:16:00.180 ⇒ 00:16:01.799 Judd Kuehling: We’re checking in.
196 00:16:02.560 ⇒ 00:16:05.390 Judd Kuehling: A few days, and then it kind of becomes that.
197 00:16:06.480 ⇒ 00:16:12.420 Judd Kuehling: Little bit of a… it’s still a check-in, but it’s kind of, like, a little bit of, like, a win-back, in a way.
198 00:16:13.010 ⇒ 00:16:13.610 Henry Zhao: Yeah.
199 00:16:13.800 ⇒ 00:16:15.390 Judd Kuehling: Reminding people, like, hey.
200 00:16:18.260 ⇒ 00:16:22.649 Henry Zhao: Yeah, every time I look at this stuff, I have a lot of respect for email marketers, because I have no idea how they don’t make more mistakes.
201 00:16:23.480 ⇒ 00:16:28.239 Judd Kuehling: Yeah, no, we do. We make a lot of mistakes. We just, try and fix it.
202 00:16:28.240 ⇒ 00:16:35.059 Henry Zhao: But with the amount of people that are doing stuff like this, like, I should be getting, like, wrong emails or mistimed emails, like, all the time, you know what I mean?
203 00:16:35.530 ⇒ 00:16:36.710 Judd Kuehling: Yeah, yeah.
204 00:16:36.710 ⇒ 00:16:38.180 Henry Zhao: mistakes on things.
205 00:16:38.910 ⇒ 00:16:41.309 Judd Kuehling: Yeah, it’s tricky.
206 00:16:41.310 ⇒ 00:16:45.240 Henry Zhao: I’ll get, like, one email, like, every 5 months, which I feel like should be more common.
207 00:16:45.840 ⇒ 00:16:47.920 Judd Kuehling: Yeah, good point. Yeah, that’s interesting.
208 00:16:48.170 ⇒ 00:16:52.959 Henry Zhao: Alright, well, this is really helpful. I think there’s a lot of work cut out for…
209 00:16:53.140 ⇒ 00:16:56.409 Henry Zhao: For… to, like, be able to clean some of this up.
210 00:16:56.870 ⇒ 00:16:57.870 Judd Kuehling: Yeah.
211 00:16:58.010 ⇒ 00:17:04.580 Henry Zhao: So I’ll probably reach out to you next week, just check in. Anything you need help with, or anything you think that I can help simplify.
212 00:17:04.810 ⇒ 00:17:09.609 Henry Zhao: Please let me know, because with data, I think we can make a lot of this better.
213 00:17:10.310 ⇒ 00:17:14.249 Judd Kuehling: Yeah, for sure. You know, at other companies I’ve had, …
214 00:17:15.520 ⇒ 00:17:22.890 Judd Kuehling: we’ve done… and I forget the terminology that, like, ESPs use, but ESPs, like, customer I use, but they basically, like, they have a…
215 00:17:23.130 ⇒ 00:17:28.500 Judd Kuehling: Like, a, existing, like, transactional, email template.
216 00:17:28.750 ⇒ 00:17:35.710 Judd Kuehling: And then you just kind of… and then, like, a data team will send, like, a packaged… …
217 00:17:37.000 ⇒ 00:17:40.839 Judd Kuehling: You know, a package… a packet, like a auto… like a…
218 00:17:40.940 ⇒ 00:17:43.370 Judd Kuehling: Fire off, like, a package of data.
219 00:17:43.570 ⇒ 00:17:49.880 Judd Kuehling: And it’ll automatically fill that template, and then fire off that, like, transactional email, and it can be, like.
220 00:17:50.110 ⇒ 00:17:52.650 Judd Kuehling: You know, down to the minute, or whatever.
221 00:17:52.820 ⇒ 00:17:56.829 Judd Kuehling: I forgot the terminology for all that, it’s been a while since I’ve used it. Is that something that…
222 00:17:57.220 ⇒ 00:17:59.019 Judd Kuehling: You guys could potentially do.
223 00:18:00.260 ⇒ 00:18:01.840 Henry Zhao: … I’m not sure.
224 00:18:01.840 ⇒ 00:18:03.460 Judd Kuehling: Is this different than that?
225 00:18:03.640 ⇒ 00:18:04.400 Henry Zhao: Yeah.
226 00:18:05.060 ⇒ 00:18:11.669 Henry Zhao: I haven’t heard of that before, but if you can send me more details on what you are trying to do with that, I can let you know and do some research on it.
227 00:18:11.670 ⇒ 00:18:16.570 Judd Kuehling: I can look into it more and try to understand it better. I guess the idea is that… …
228 00:18:18.610 ⇒ 00:18:22.630 Judd Kuehling: If you want to use these kind of things for transactional…
229 00:18:22.900 ⇒ 00:18:26.750 Judd Kuehling: Ada, a lot of times you have all these, like, filters built in on timing, and it’s like…
230 00:18:27.220 ⇒ 00:18:30.950 Judd Kuehling: We wanted to fire, like, almost, like… Immediately.
231 00:18:31.790 ⇒ 00:18:36.229 Judd Kuehling: So that kind of allows it to kind of be a little more kind of real-time, as opposed to…
232 00:18:37.060 ⇒ 00:18:42.470 Judd Kuehling: Although, you know, I have seen that Customer I.O. is pretty fast.
233 00:18:42.630 ⇒ 00:18:45.250 Judd Kuehling: As far as firing emails.
234 00:18:45.440 ⇒ 00:18:50.000 Judd Kuehling: maybe it’s not an issue. I’ll look into it some more, Yeah.
235 00:18:50.080 ⇒ 00:18:53.399 Henry Zhao: And kind of related to… so, I’m gonna share my screen now.
236 00:18:54.250 ⇒ 00:18:54.780 Judd Kuehling: Yeah.
237 00:18:54.780 ⇒ 00:19:02.849 Henry Zhao: One other thing I wanted to follow up with you is, one thing Bobby asked us to do is to send a webhook to Customer I.O. every time a Zendesk ticket is opened. I have no idea why, …
238 00:19:03.110 ⇒ 00:19:09.269 Henry Zhao: But I don’t see a use case for that. Do you think this is useful? Like, I don’t understand why we would want to see…
239 00:19:09.640 ⇒ 00:19:12.509 Henry Zhao: Anytime a Zendesk ticket is opened within CIO.
240 00:19:13.350 ⇒ 00:19:16.569 Judd Kuehling: I think that his idea is that,
241 00:19:18.110 ⇒ 00:19:19.579 Judd Kuehling: You don’t want to kind of…
242 00:19:20.060 ⇒ 00:19:25.690 Judd Kuehling: Send people marketing messages if they’re kind of pissed off, and… tickets for things
243 00:19:26.090 ⇒ 00:19:32.750 Judd Kuehling: Because it kind of… sometimes it annoys people, and they cancel, and we’re likely to cancel, so that might be what he’s thinking.
244 00:19:33.800 ⇒ 00:19:38.599 Judd Kuehling: The other thing is that, like, if we’re sending, like, like, lately we’ve been trying to, like.
245 00:19:39.100 ⇒ 00:19:46.150 Judd Kuehling: improve our Trustpilot, … Score, and so if we want to send people Oh.
246 00:19:46.550 ⇒ 00:19:51.940 Judd Kuehling: email saying, hey, can you go review us? Give us a good review. Trustpilot, we don’t want to send…
247 00:19:52.260 ⇒ 00:19:58.620 Judd Kuehling: Those messages to people that, like, have open tickets sometimes, because they’re likely not gonna be…
248 00:19:58.910 ⇒ 00:20:00.650 Judd Kuehling: In a good mood at the time.
249 00:20:01.030 ⇒ 00:20:05.079 Judd Kuehling: So that’s the only two things I can think of, but I can ask Bobby.
250 00:20:06.050 ⇒ 00:20:06.720 Henry Zhao: Okay.
251 00:20:07.670 ⇒ 00:20:14.439 Henry Zhao: Okay, that makes sense. So maybe we don’t want to send trust requests or marketing emails while someone is in a ticket flow. Okay.
252 00:20:15.030 ⇒ 00:20:18.399 Henry Zhao: That makes sense. I didn’t know why, but that’s a good use case.
253 00:20:19.580 ⇒ 00:20:22.149 Judd Kuehling: Yeah, I’m assuming that’s what it is, but I’ll confirm with him.
254 00:20:22.480 ⇒ 00:20:25.730 Henry Zhao: Okay, cool, just let me know. If it is confirmed, you just have… you don’t have to let me know, but…
255 00:20:26.100 ⇒ 00:20:27.769 Henry Zhao: Yeah, I’ll wait to hear from you on that.
256 00:20:28.390 ⇒ 00:20:29.609 Judd Kuehling: Okay, sounds good.
257 00:20:29.880 ⇒ 00:20:31.890 Henry Zhao: Okay, well, this has been really helpful, thanks a lot.
258 00:20:32.350 ⇒ 00:20:33.460 Judd Kuehling: Cool, I can help.
259 00:20:33.870 ⇒ 00:20:34.829 Henry Zhao: Thank you, bye-bye.
260 00:20:34.830 ⇒ 00:20:35.909 Judd Kuehling: Take care.