Vancouver final
Transcript of Vancouver final
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SendGridDelivered2014
VancouverWelcome
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• Wireless=Impressionist Room
• Password=impressionst
• Social Media: @sendgrid #SGDelivered
• Sales Rep = Tina
• Happy hour!
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RyanHarrisManager, Compliance and Email Strategy
JillianWohlfarthSenior Manager of Content
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4_________________________
IF YOU SEND
EMAILWE’LL MAKE
YOU BETTER AT IT.
_________________________
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ABOUT SENDGRID
Founded July 2009
TechStars Graduate
180+ Employees
Office locations in:
Boulder | Denver | Anaheim
San Francisco | Europe
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Angel investors include:
Scott PetryFounder, Postini
Matt MullenwegFounder, Wordpress
$27M venture capital raised
(Series B closed
January 2012)
INVESTMENT
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SENDIN
G13 Billion
/month450 Million
/day
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Email Landscape
Transactiona
lMarketing
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Alerts & Notifications
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Newsletters & Promotions
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The Road to the Inbox?
Your Server
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The Challenges Of Sending
Email At Scale…
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Inbox Obstacles
ISPs (Internet Service Providers)
Blacklists
Spam traps
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ISPs
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Blacklists
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Spam Traps
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The Real Road to the Inbox
AOL
Yahoo
Live
.edu
Etc…
ISPs
Spam Folder
Your Mail Server
SORBS
BSB
CBL
PSBL
SPAMCOP
Blacklists
Etc…
McAfee
Mail Trust
SpamAssassin
Cloudmark
Etc…
Spam Filters
SPAM
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550 HAZ
SPAMMER?
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How Does SendGrid Help?
1. Technology
2. Analytics
3. Customer Support
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Sender
1. Email content
passed to SendGrid via API
or SMTP
2. SendGrid
processes and queues
messages
3. Messages
delivered to recipients’
inboxes
Recipient
Powering Email Via APIs
4. Analytics captured
by SendGrid and passed back to
customer
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Actionable, Real-time Analytics
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24/7 Customer Support
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200 Billion
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Today’s Agenda…
Your roadmap to
becoming an
email superhero
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Learn How To…
• Master email deliverability
• Leverage APIs
• Understand success metrics
• Build an engaged subscriber list
• Optimize your content
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Ryan Harris
Nick Quinlan
Jillian Wohlfarth
Ali Frusciano
Paul Kincaid-Smith
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Here we go!
SendGridDelivered2014
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Ryan HarrisAli Frusciano
How to Be Awesome When Sending Email
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• Right Person- at the
• Right Time-with the
• Right Frequency
• Right Message-to the
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Let’s take a moment to talk about
prerequisites…
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• Opt in
• Define
Engagement
• Separate
Marketing
and
Transactional
• Branding
• No Reply
• Warm Up
• Unsubscribe
• Reputation
What is Opt In?
How does Opt In cover your ass?
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• Opt In
• Define
Engagement
• Separate
Marketing
and
Transactional
• Branding
• No Reply
• Warm Up
• Unsubscribe
• Reputation
• What is an Unengaged
User?
• How do you identify
Engaged Users?
• Create a Sunset Policy
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• Opt In
• Define
Engagement
• Separate
Marketing
and
Transactional
• Branding
• No Reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No Reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
No-reply to Address
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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Unsubscribe
• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
List-Unsubscribe
www.list-unsubscribe.com
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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• Opt In
• Define
engagement
• Separate
Marketing
and
Transactional
• Branding
• No-reply
• Warm Up
• Unsubscribe
• Reputation
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The SendGrid Mantra
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• Right Person- at the
• Right Time-with the
• Right Frequency
• Right Message-to the
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
Let’s get beyond
“Hey [fname], how is [geolocation]?”
Profile your messages for meaningful
content
Segment your lists based on your
user’s profile:
• Geolocation
• Products Purchased
• Links clicked
• Pages viewed
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
Let’s talk about Spam Traps…
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
Send messages when they need to
be sent!
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• The Right
Message
• The Right
Person
• The Right
Time
• The Right
Frequency
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• Right Person- at the
• Right Time-with the
• Right Frequency
• Right Message-to the
Key Takeaway
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Things you need to know about CASL
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• Clear
Identification
• Addresses
• Unsubscribing
• Consent
You should clearly
identify yourself in the
email…
This also must be done at
the point of consent!
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• Clear
Identification
• Addresses
• Unsubscribing
• Consent
CASL Requires…
You must provide a
functioning electronic
address as well as a
physical address where
the recipient can contact
you!
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• Clear
Identification
• Addresses
• Unsubscribing
Rules
• Consent
You must store the
following information for
each address:
• The type of opt-in (paper, landing
page, sign up)
• An example of the webpage (if
applicable)
• When they opted-in
• Their connecting IP (if applicable)
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• Clear
Identification
• Addresses
• Unsubscribing
Rules
• Consent
Your Unsubscribe
method…
must be functional for 60
days after the message is
sent and must process a
request within 10 days.
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• Clear
Identification
• Addresses
• Unsubscribing
Rules
• Consent
Expressed Consent vs.
Implied Consent:
• Expressed consent is required for
email messages
• Implied consent is only valid for a
6 month window
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CASL allows implied consent for the following:
• Messages send within a business (they must be
related to your business)
• Messages sent in response to a request
• Quotes or estimates
• Receipts
• Security info (recalls, warrantees, etc.)
• Ongoing usage with your business (ongoing
purchases)
• Service upgrades or updates
• Deliveries of a product
• Recipients choose to provide their electronic address
online without specifying that they do not want to
receive CEMs (SendGrid does not allow this)
• Recipients provide their electronic address to the
sender without specifying that they do not want to
receive CEMS (SendGrid does not allow this)
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SERVER SAYS: 220 some_mailserver.net ESMTP Sendmail 8.13.8/8.13.8;
Tue, 6 May 2014 12:34:07 -0700
YOU SAY: helo localhost.localdomain
SERVER SAYS: 250 some_mailserver..net Hello ???? [???.???.???.???]
(may be forged), pleased to meet you
YOU SAY: MAIL From:[email protected]
SERVER SAYS: 250 2.1.0 [email protected]... Sender ok
YOU SAY: RCPT To:[email protected] SAYS: 250 recipient
<[email protected]> OK
YOU SAY: DATA
SERVER SAYS: 354 enter mail, end with line containing only ".”
YOU SAY: Loons sure are cool.
YOU SAY: .
SERVER SAYS: 250 message sent
YOU SAY: QUIT
SERVER SAYS: 221 goodbye
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POST /api/mail.send.json
Host: api.sendgrid.com
[email protected]&[email protected]&subje
ct=hi&text=Loons%20sure%20are%20cool.
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Email and Your Product:A Magical Journey in Delighting
your Customers
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Matt HarrisCo-founder and CEO
@mrmch
Linley FaulknerProduct Marketing
@LinleyJena
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About Sendwithus
● Founded January 2013
● Based in
o San Francisco, California
o Victoria, British Columbia
● Control + Optimize
Transactional Email
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Sendwithus is for marketers
Easy template management and
analytics without a developer.
• Template
Management
• Drip Campaigns
• A/B Testing
• Segmentation
• Analytics
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We are an API for
• Templated emails
• Drip Campaigns
• Segmentation
• Analytics
Sendwithus is for developers
…for your SendGrid Account
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Let’s Talk Transactional Email
● What is it?
● Why is it important for growth?
● How do you improve?
● Case Study
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What is Transactional Email?
Any message in which the primary purpose facilitates an
already agreed-upon transaction or updates a customer
about an ongoing transaction.
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● One-to-one
messaging
● User actions and
engagement
● Critical
for customers
What is Transactional Email?
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Sometimes… you get this:
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Tension – Who owns email?
Marketer owns landing page Developer owns email
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Example: Notification Email
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Example: Payment Receipt
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Example: Payment Receipt
● clear call to action
● good presentation of information
● AirBnb has clearly put effort into this email
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#1: Critical for Growth.
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Pirate Metrics Model (AARRR!)Dave McClure
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Acquisition: Welcome Email
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Activation: Welcome Email(Drip Campaign)
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Retention: Engagement Email
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Revenue: Abandon Cart Email
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Referral: Be creative
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Measure Everything
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#2: A Missed Opportunity.
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Missed Opportunity:
Optimization
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Missed Opportunity:
A/B Testing
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Missed Opportunity:
Analytics
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#3: Your Customers Want Them.
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Welcome emails
experience a 49% open
rate.
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Recap:
Transactional Email Matters
• Critical for growth.
• A missed opportunity.
• Your customers rely on them.
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uSell: Case Study
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Who is uSell?
● Marketplace for used cell phones and gadgets
● Make it easy for customers to sell their used gadgets,
by connecting them with professional buyers
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Focus: Improve Customer
Experience ● Wanted to improve the customer side of the
marketplace
● Particularly concerned with increasing revenue
generating conversions
● Want to test new ideas and measure results.
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Goal: Increase “Send-in” Rate
● Optimize an offline revenue metric
● Customer had already agreed to sell phone
● Email used to remind them to ship their device -> a
“send-in”
● How could they effectively remind their customer to
take action?
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Test 1: Increase Open rates
Sample subject lines:
● “Your old device is saying, only 1 week left!”
● “Two Reasons You’re Missing Out: Easy. Money.”
● “Don’t let this be the one that got away!”
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Result: 25% more opensWinner: “Your old device is saying, only 1 week left!”
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Test 2: Increase Send-In Rate
Sample subject lines:
● “We still haven’t received your {{ device_name }}”
● “One week left to send in your {{ device_name }}!”
● “Two reasons you’re missing out: Easy. Money.”
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Result: 8.6% More Send-InsWinner: “We still haven’t received your {{ device_name }}”
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Lessons
● Huge opportunity that could have been missed (+8.6%)
● Best subject line isn’t always what you expect
● Keep it personalized
● Know which metric is most important, and test to that
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How to Improve
● Granular Analytics
● Visual Identification
● Measure Everything
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SUBJECT YAY
EverythingBODYCTA
Open rate
Clic
k R
ate
High
Hig
h
Low
Low
Granular Analytics
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SUBJECT YAY
EverythingBODYCTA
Open rate
Clic
k R
ate
High
Hig
h
Low
Low
Granular Analytics, per template
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SUBJECT YAY
EverythingBODYCTA
Open rate
Clic
k R
ate
High
Hig
h
Low
Low
Granular Analytics, per template
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SUBJECT YAY
EverythingBODYCTA
Open rate
Clic
k R
ate
High
Hig
h
Low
Low
Granular Analytics, per template
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Ask yourself:
● Is it clear who this email is from?
● Is it clear what my next step is?
● Is there an opportunity for me to engage further?
Visual Identification
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From Name (RED), Subject line (Green), Intro text (Orange)
In the Inbox
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Inspect the Content
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Pro Tip : Test Everything!
● Don’t assume. Test.
● Treat email like a landing page
● Email is complicated, you can test
o subject line
o intro text
o body style
o headings
o call to action
o and more!
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Wrapping up
● Email is an extension of your product
● Email experience has to match product
● Put your customer-focused team in control
● Dead end email = missed opportunities
● TEST EVERYTHING!
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RECIPIENTS 101
What can we learn from 200 billion emails?
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2% OF THE
WORLD’S WANTED
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SendGrid: Email at Scale
100 Billion Total Sent
1 Billion Total Sent
200 Billion Total Sent
March 2011 March 2013 March 2014
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SendGrid’s Volume & Speed
…all while keeping deliverability over 99%
450 million delivered per day
At 1 million messages
per minute
To countries all over the
world
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Right Message
Right Person
Right Time
Right Frequency
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Who are your recipients?
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SendGrid Stats
• On-the-go
• Mobile first
• Own a
smartphone
• Likely Gmail user
• Likely in North
America
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From 2012-2013:
Takeaway: Responsive Layouts Matter. A lot.
Device Trends:
More Screens in More Places
Desktop:
94% IncreaseMobile:
105% Increase
Tablet:
157% Increase
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Recipients Love Gmail
TOP 5 ISPS SENT TO
TOP 5 ISPS BY OPENS TOP 5 ISPS BY CLICKS
Takeaway: Monitor how you perform at Gmail.
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*Based on clicks
Takeaway: A big year for Chrome, a bad year for IE
It’s Hard Out There For IE
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TOP BROWSERS
1. IE
2. Chrome
3. iPhone
4. Firefox
5. Android Phone
6. Safari
7. iPad
8. Opera
9. iPod
10. Blackberry
TOP BROWSERS
1. Chrome
2. IE
3. iPhone
4. Android Phone
5. Safari
6. iPad
7. Firefox
8. Opera
9. iPod
10. Blackberry
Always
Test!
• Chrome
• Safari
• IE
• Firefox
• iOS / Android
A Deeper Dive: 2012 vs. 2013
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RECIPIENTS: WHAT ARE THEIR EMAIL HABITS?
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• SPEED
DEMONS
• INBOX
SANITIZERS
• INBOX
OVERWHELME
D
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• SPEED
DEMONS
• INBOX
SANITIZERS
• INBOX
OVERWHELME
D
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• SPEED
DEMONS
• INBOX
SANITIZERS
• INBOX
OVERWHELME
D
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SendGrid Recipient Breakdown
Speed Demons &
Inbox Sanitizers
Inbox Overwhelmed
This is where
timing matters!
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Takeaway: All work and no play makes Jack a dull boy.
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
*Based on opens
When Are People Opening Mail?
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am12 am am am pm 3 pm 6 pm 9 pm 12 am
Come on, tell me more!
Takeaway: In general, morning emails get higher opens
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3 KEY TAKEAWAYS
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Mobile-optimized
emails are worth the
investment.
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Know and optimize
for your biggest
locations and ISPs.
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The better you know
your subscribers, the
better your emails.
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Right Message
Right Person
Right Time
Right Frequency
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11 Ways to Build and Nurture Your
Subscriber List
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize
opt-in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize
opt-in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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REASONS PEOPLE
UNSUBSCRIBE
• 56%: Email came too
frequently
• 49%: The content became
too repetitive or boring over
time
• 22%: I signed up for a one
time offer*source = HubSpot
• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create stellar
content
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• Create
opportunities
for sign up
• Optimize opt-
in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create
stellar
content
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Quality over
Quantity
• Create
opportunities
for sign up
• Optimize
opt-in pages
• Send a
confirmation
• Create opps
for opt out
• Create a
preference
center
• Create
stellar
content
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5 Ways to Keep Your Subscribers
Engaged
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
“Reply to”
Address
Subject Line
HeaderBody Copy
CTA
Landing Page
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
Are you being
motivated by
what YOU want,
or by what
your customers
are asking for?
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything Demographics/Loc
ation
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
Purchase Behavior
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
EMAIL A
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
EMAIL B
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
A RECEIVED 31.6% MORE CLICKS!
Email A Email B
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
EMAIL A
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
EMAIL B
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• Maintain
consistent
messaging
• Create a
welcome
• Segment for
success
• Deploy
reactivation
campaigns
• Test…
everything
B RECEIVED 83.1% MORE CLICKS!
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
Subject Line Test
Subject Line (A):
The Power of Email APIs
Subject Line (B):
Discover the Power of Email APIs
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
Subject Line Test
Winner!
Subject Line (A):
The Power of Email APIs
Subject Line (B):
Discover the Power of Email APIs
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
Subject Line Test
Subject Line (A):
Your Toughest Email Infrastructure
Questions Answered
Subject Line (B):
[Webinar] Your Toughest Email
Infrastructure Questions Answered
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
Subject Line Test
Subject Line (A):
Your Toughest Email Infrastructure
Questions Answered
Subject Line (B):
[Webinar] Your Toughest Email
Infrastructure Questions Answered
Winner!
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
1. Never assume, test
TESTINGTIPS
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
1. Never assume, test
2. Test one element at
a time
TESTINGTIPS
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• Maintain
consistent
messaging
• Create a
welcome
• Segment
for success
• Deploy
reactivation
campaigns
• Test…
everything
1. Never assume, test
2. Test one element at
a time
3. Iterate
TESTINGTIPS
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TAKEAWAYS
• Don’t buy or rent lists
• Create opportunities for sign
up
• Segment your lists
• Provide preference centers
• Engaged users are your goal
• Maintain voice and brand
consistency
• Test!
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ADDITIONAL RESOURCES
SendGrid.com/blog
SendGrid.com/docs
SendGrid.com/resources