Lecture Notes: Volume Constraints and Contact Policy

Introduction

• Topics Covered: Volume constraints, contact policy, suppression policy, and volume constraints.
• Previous Session: Covered engagement policy and real-time events.

Contact Policy

• Definition: Maximum number of times a customer can be contacted on a particular channel during a certain time interval.
• Purpose: To avoid customer irritation from repetitive offers and notifications.

Components of Contact Policy

1. Customer Contact Limit
   • Limits on how often a customer can be contacted via a specific channel.
   • Example: Maximum of 2 emails per day.
2. Suppression Policy
   • Hides offers based on customer behavior (acceptance or rejection of offers).

Configuration

• Constraints Setup:
  • Specify contact limits and suppression rules.
  • Can configure via the NBA designer constraints.

Application

• Outbound Channels: Contact policies are applicable only for outbound channels (e.g., email, SMS).
• Inbound Channels: Do not have contact limits as these are accessed by the customer themselves (e.g., a website).

Suppression Policy

• Purpose: To stop showing offers once a customer has accepted or rejected them.
• Examples:
  • If a customer accepts an offer, suppress showing it again for a set period.
  • Similarly, if a customer rejects an offer, it should not be shown again.
  • Configuration: Involves defining suppression rules in the NBA Designer.
  • Tracking Time Period: Only 7 days and 30 days options; custom time periods can be added by following specific procedures.

Volume Constraints

• Definition: Maximum number of offers that can be delivered to customers.
• Use Cases: Useful for inventory-related configurations (e.g., limited stock such as iPhones).
• Configuration:
  • Define minimum and maximum offers per day.
  • Reset intervals can be daily, weekly, etc.
  • Must be applied within campaigns.

Example

• Stock Management: If you have only 100 iPhones, you can set constraints to offer between 50 to 70 iPhones per day.
• Campaign Integration: Apply volume constraints in the campaign settings.

Summary

• Contact Policy: Determines the maximum contact frequency with a customer.
• Suppression Policy: Hides offers based on customer actions.
• Volume Constraints: Define offer limits based on available stock.

Actions

• Practice: Configure contact policy, suppression policy, and volume constraints.
• Challenge: Follow the provided link to practice defining custom tracking periods.

Questions?

• No questions were raised at the end of the session.