Contacts

Overview

Staying in touch with your customers is an important part of any marketing plan. The contact database is made up of individual contacts that represent an individual person or business with specific contact information such as name, address, city, state, and phone number. A contact's information can be updated over time as you learn more about your contact. A contact's information can be updated over time as you learn more about your contact. The identifiers for contacts are the email address or phone number.

In the Contacts view, you can do the following:

  • Add contacts individually or from a list.
  • Export contacts as a list that users can access directly in the My Downloads Center.
  • Search by name for contacts
  • Filter by tags for contact information.
  • View the page title and the number of contacts available.
  • Sort by overall lead score, create date, or name.
  • Preview a list of contacts with name, email, company name, company phone, and lead score. Select any linked contact name for details on the contact.

Before You Begin

Contents

Click on the + to expand the instructions for the desired task.

View Existing Contacts

The Contacts screen allows you to see all of your contacts, with basic information, as a list. Each record has a hyperlinked name of the contact and a hyperlinked company name. Click either to open details specific to that record.

  1. Navigate to ContactsContacts.
  2. The Contact Search screen displays all of your contacts by default. 
  3. [Optional] Use the search filters on the left of the screen to restrict the list of contacts displayed. If you do not set any filters, all of your contacts will be displayed.
  4. [Optional] By default, the list is sorted by the Overall Lead Score.  You can click another button to change the sort order to create date or contact name. 

About the Contact Details View

From the Contact view, you can open the Contact Details view for each contact you have created. To open the Contact Detail view, follow these steps:

  1. Navigate to Contacts > Contacts.
  2. Select a contact from the list.

In the Contact Detail view, you can do the following:

  • Register a contact as a lead.
  • Add contacts to a contact list for targeted marketing communications or segmenting your audience.
  • Deactivate the contact. This will remove the contact for all future communication.
  • Review contact interaction with marketing efforts.

    Email opens
    Email opens, also known as “open rate,” is the number of times an email sent from ZiftONE was opened. The open rate is calculated as follows: Emails opened /emails sent - bounces = open rate.
    Email Clicks
    The number of times the recipient of an email clicks or views a link in an email sent from ZiftONE. The more clicks the email receives, the more successful we consider it.
    Web Views
    The number of times the email recipient clicks the call to action. The recipient viewing/clicking a link and viewing the associated web page is considered a web view.
    Submissions
    The number of form submissions through an email landing page (gated asset, event registration, etc.), a web plugin (gated asset, contact us, etc.), or a social form.
  • Edit details for the contact such as company name.
  • View the contact’s lead score.
  • Leads associated with this contact including date, lead, and lead score for the interaction.
  • Create and update dates for this contact that indicate interaction with the marketing activity.
  • Topics of Interest is an automated feature that enables us to view contact interest by topic. The topic is automatically tracked and does not require setup.
    • We have integrated with the Yahoo Content Analysis API to dynamically assign topics to pages, assets, offers, widgets, and campaigns. As contacts interact with these materials, they are building a topic pattern and story within our tracking system.
    • ZiftONE can display a contact's topics of interest based on URLs the contact has visited, terms they have searched for, and other metadata that Yahoo has collected on the contact.
    • Partners can make decisions about how to interact with the lead and which campaigns or other marketing activities should be executed. Partners can quickly view a contact report and know which industries, products, business needs, and solutions may be of interest, based on their topic tag history.
    • The topic score is a relative value of the content. The higher the content is on the list the more value it has.
    • Learn more about the natural language processing relationships in your unstructured data.
  • The timeline of events includes all the interactions for this contact. Interactions include the following:

    Inquiry
    This includes scored lead events such as email open, web click, social share, etc.
    Leads
    This includes leads based on standard Zift lead definitions (score of 15 for minimum lead threshold).
    MQL (Marketing Qualified Leads)
    This included qualified leads based on your lead definitions (score of 50 = "hot lead").
    SAL (Sales Accepted Lead)
    This includes the following:
    • accepted, distributed lead
    • lead with an associated opportunity
    • registered lead
    • lead assigned to a sales rep
    • lead with status Open, Contacted, Nurture, or Qualified
    • lead with status Unqualified/Invalid if it was previously set with status Open, Contacted, Nurture, or Qualified
  • Clicking on the event shows even more details for this lead with the specific event including open rate, click-through rate, bounce rate, and unsubscribe rate for this event.
  • Note: If your supplier has chosen to share analytics with you, the data appears here. Shared Analytics allows you to leverage activity on your supplier's website to drive sales. Contact your Zift point of contact for additional details.

Add a New Contact

You can add a new contact to your ZiftONE contact list. This will allow you to capture basic information about a person and store related information as you interact with them. You can also register this contact with your supplier.

  1. Navigate to ContactsContacts.
  2. Click Add Contacts in the upper left of the screen to open a drop-down menu.
  3. Click Add Contact.

    portal_contact_add_contact.png

  4. In the New Contact form, fill in as many of the fields as possible.

    Email Address is mandatory and is used as the unique identifier for the contact. 

    If your ZiftONE account has custom contact fields configured, these will be displayed at the bottom of the form. For more information, see Contact Fields.

  5. Click Register as a lead with your supplier to share the contact information with your supplier.

    portal_contact_create.png

  6. Click Save.

    The Contact is added to the Contact Search list.

    By default, the new Contact is given an Opt-In Authorization setting of Authorized for selected communications. To change the setting, follow the steps in Change the Opt-In Authorization for a Contact below.

Edit a Contact

  1. Navigate to ContactsContacts.
  2. Click the Contact to open it for edit.
  3. Click Edit Details.
  4. Make the required changes to the contact's information.
  5. Click Save.

Change a Contact’s Opt-In Authorization Status

  1. Navigate to ContactsContacts.
  2. Click the Contact to open it for edit.
  3. Click Edit Details.
  4. In the Opt-In Authorization field, choose one of these settings:
    • Authorized for all communications
    • Authorized for selected communications
    • Do not contact

    For information on your options for changing authorization status, see Can a partner change the Opt-In Authorization?.

  5. Click Save.

    portal_contact_opt-in_authorization.gif

Export Contacts

There are two uses for the export contacts function:

  • Export a list of contacts for use in other applications
  • Export a spreadsheet that reflects the current structure of contact records

You should always do this to get the latest version. You can then clean up and configure your list of contacts before using the Add New Contacts by Uploading a File procedure for bulk uploads.

  1. Navigate to ContactsContacts.
  2. Click Export.

    portal_contacts_exportpng.png

  3. Select the scheduling option for generating the file:
    • To obtain a single current copy of the contacts list, select Send Now.
    • To schedule regular delivery of the contacts list, select Send Daily, Send Weekly or Send Monthly.
  4. Click Export Contacts.

    The list is exported as a CSV file and includes the data provided for each contact.

    portal_contacts_export_csv.png

    Note: If your Contact contains values from custom Contact Fields, these will NOT be included in the export. Only ZiftONE’s default contact fields are used. For more information, see Contact Fields.

    Depending on the number of records in the database, the process may take some time to complete. When it is done, you will receive a message confirming that you can access your report from the My Downloads page.

    portal_my_downloads.png

  5. Depending on the number of records in the database, the process may take some time to complete. When it is done, you will be shown a message and will be able to access your report from the My Downloads page (accessed by clicking on your username in the upper right corner of the screen).

Add New Contacts in Bulk

ZiftONE supports bulk uploads of contacts. 

A quick way to add contacts is to upload a contact list from a file. The file must be in XLS, XLSX, TXT, or CSV format, and a maximum size of 5MB. To ensure that the file you upload conforms to the current format, you can export your contact list to use as a template. See Export Contacts above for the steps. A sample spreadsheet is attached to this article below.

  1. Navigate to ContactsContacts.
  2. Click Add Contacts in the upper left of the screen.
  3. Click File Import.

    portal_contact_file_import.png

  4. In Upload Contacts, provide the following information:
    1. Click Upload to select the file to import.
    2. If the file has a header row, check the File contains a header row option.
    3. Choose whether to add the contacts to a Contacts List. These are the options:
      • Choose an existing Contact List from the drop-down list
      • Choose Do not import to a Contact List
      • Click Create New to create a new Contact List and add the contacts to it
    4. If importing the contacts to a Contact List, select the Opt-In Confirmation.

    You can choose to automatically grant opted-in status to all the contacts in the list, or send each one an email asking them to opt-in/opt-out of email communications.

    Be sure to read our Sender Permission guidelines. Sending emails to contacts who have not opted-in to receive emails from you can result in suspension or termination of your ZiftONE account.

  5. Click Import.

    portal_contact_upload_contacts.png

  6. Map the header columns to ZiftONE fields, to confirm which contact field in ZiftONE Admin should be populated with the values from each field in the upload file.

    If a column is named the same as a standard ZiftONE contact field (eg. Email), ZiftONE will add a suggested mapping automatically. You can change it if required.

    Columns with non-standard names have Ignore Column set as a default. You can choose to include the field in the import by selecting a mapping to a field (standard or custom contact field).

    Standard fields are listed in the General area of the drop down list

    Custom fields are shown in the Custom area of the drop down list.

    For information about custom Contact Fields, see Contact Fields.

    portal_contact_upload_contacts_custom_fields.png

    If you don't see your desired field in the drop-down, you can create your own.

    Important

    Bypassing the mapping step or incorrectly mapping your fields may prevent your contact list from uploading.

  7. Click Upload Contacts. You will receive an on-screen message with the import results.

    portal_contact_upload_contacts_result.png

    Click this link in the message to download information about rows that failed the import (for example if the contact already exists).

ZiftONE will improve a contact's company information based on previous company information, resulting in improved reporting. ZiftONE will make an effort to populate the company information in two ways:

  • ZiftONE will populate the company information based on the contact email domain when a company name is not included in the contact information. For example, jim@apple.com will result in Apple, Inc. contact information being added to the work phone, address 1, address 2, city, state, and country.
  • ZiftONE will put in the correct company name if it is misspelled or incomplete. For example, an entry for Zift Solution would be updated to Zift Solutions. If the correction is not desired by the user, the user can change the ZiftONE correction. ZiftONE will make only one change in an effort to correct the name.

Update Existing Contacts by Uploading a File

ZiftONE supports bulk updates of contacts. Follow the process outlined in the Add New Contacts by Uploading a File section of this article.

If the uploaded file includes an email address that already exists in ZiftONE as a contact, the existing contact will be updated with the information included for it in the uploaded file. 

Modify your Contact Form

The contact form is used for adding contacts to your contact lists or allowing existing contacts to manage their communication preferences. The contact form can be referenced stand-alone or embedded into a page on your website. You can also facilitate your contacts in managing their communication preferences through the contact form.

Configure Your Form - The Contact Form is a basic information capture form to add contacts to your database and lists. You can choose the fields and contact lists you want to manage as part of setting up the form. Use the Fields and Lists sections to the right to manage which fields and which lists will appear in the form.

Managing Communication Preferences - On every email communication, you send through the solution you have the option to include a "Manage Preferences" link. This link will automatically be appended to the bottom of your email and refer back to the Contact Form you have configured.

Embedding the Form in Your Website - The Contact Form can be embedded on your website by viewing the source of the contact form landing page and copying the <form> tag and all of the content in between and placing it within an HTML page on your website.

For more information about Contact Forms, see Contact Forms for Contact Lists.

Deactivate Contacts

When you deactivate contacts, the contact’s email address is added to the suppression list automatically. The contact's email address is removed from your contact lists and from the Contacts view. A contact will continue to display in your campaign statistics if it has activity (email clicks, web views, etc.) even if it is deactivated. This is so you'll still see the full statistics for your marketing activities!

Keep in mind that even if a contact has activity, it is not considered a lead until it passes the lead threshold determined by the supplier.

The Deactivate button will not be visible if a pending lead is on the contact. Accept or reject the pending distributed lead/s associated with the contact to be able to deactivate the contact.

A contact cannot be deactivated if a pending distributed lead is associated with the contact.

To deactivate contacts, follow these steps:

  1. Navigate to Contacts > Contacts.
  2. Select a contact name.
  3. On the Contact Detail page, click  Deactivate. Note that when you deactivate a contact, you are permanently deleting it.
    • [Optional] Check Prevent all future communication with this contact.

Identify Opt-In Status for Contacts

You can configure your account so that only contacts who have been marked as Authorized to receive communications will receive emails you send from ZiftONE. This is the best practice for creating clean GDPR-compliant mailing lists. If you are not sure which contacts have authorized communications from you, filter the opt-in status of your contacts.

To filter contacts by opt-in status, follow these steps:

The Opt-In Authorization filter only shows when Global Opt-In is set to On. The filter allows you to see your contact lists based on the authorization status.

From Contacts > Contacts > Opt-In Authorization, select to filter on the following statuses:

  • Active
  • Pending
  • Unsubscribed

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