Marketing - FAQLast updated on 10/13/2022

No. First, it violates CAN-SPAM and CASL regulations and you could be fined. Second, it's bad for your deliverability. Cold emailing people from a purchased list will increase your spam rates and deliverability. So your targeted emails to your customers will more likely go to spam which hurts your overall business. There are better ways to go about acquiring new customers (like direct mail) that do not put your legitimate email program or your business at risk. All that being said, eventually we would like to have email collection widgets that collect email contacts on customers websites. This would be a legitimate way to have leads that do not have an address but HAVE opted into email. Other legitimate ways would be collecting emails at a conference. We will eventually have a way for them to do this as well but we need to think about a way for them to verify that the list is legitimate and we will need the leads 2.0 system to have these types of records.

Not yet, but the embedded email editor is robust. You can use it to create a wide variety of marketing messages, incorporating images, videos, social media, and calls to action to drive revenue. Plus, you can clone existing email templates and make minor (or major!) changes to see what content works best for your customers. For more on email templates, see Create and edit email templates.. For more email templates, see Create and edit email templates.

Yes. We support automated campaigns that can automatically go out to your customers once they qualify for the audience of the campaign. For more on how to manage your campaigns, see Create audiences and Manage Marketing Audiences.

Yes. You’ll need to create a new office employee user account for the agency. When creating their account, make sure the Can access ServiceTitan Marketing Pro module permission box is selected.

Campaign names need to be no more than 60 characters because longer names were causing display issues in the Marketing Pro Dashboard and Campaigns pages.

No. However, if you want to clone a campaign with a name longer than 60 characters, you’ll have to shorten the name.

No. Different types of marketing software store and use customer information in different ways. In order for Marketing Pro to work optimally, it's important that all customer information comes from ServiceTitan directly and not any other source.

Email recipients are able to unsubscribe. All unsubscribed emails are tracked by ServiceTitan to ensure everything complies with CAN-SPAM laws and guidelines. For more on commercial email rules, see CAN-SPAM Act: A Compliance Guide for Business.

Yes, customer can reply to marketing emails.

Yes, you can see who received, opened, clicked, and unsubscribed from any email from the Marketing Pro Dashboard. You can also see a list of each marketing message you sent to customers from their customer record.

No, Marketing Pro email campaigns will be sent to the first email address on a customer record that is valid and has Marketing Updates toggled on.

No, email campaigns can only be sent to one email address on a customer record so make sure to toggle on the Marketing Updates next to the email address you want to prioritize in receiving your marketing content.

No, we automatically filter out all customers marked as do not mail, do not service, and customers who have unsubscribed. A marketing email is only sent to customers who are active for reaching out.

Not all customers want to receive all kinds of marketing content. When a customer clicks the unsubscribe link from one of your marketing emails, they can choose which types of marketing content they want to receive—and which they don't.

After clicking the unsubscribe link, customers see a list of marketing content options. Each subscription option corresponds to a type of marketing content. See the table below to learn which options correspond to which campaign types.

If a customer accidentally unsubscribes from a type of marketing content that they actually wanted to receive, or if they decide they want to receive certain kinds of marketing content after all, you can manually resubscribe them in their customer record by deselecting Do not send promotional emails. For more, see Manage the suppression list.

Note: Reselecting Do not send promotional emails opts customers back in to all marketing content.

If a customer labels one of your marketing emails as spam, their email address is added to the marketing suppression list, and they will stop receiving your marketing content, regardless of any audience lists they appear on.

Yes, depending on how the customer’s email address was added to the suppression list. If a marketing emails bounced or was formatted incorrectly, correcting the customer’s email address in their profile will remove them from the suppression list. To learn how to update customer email addresses, see Customer and location records.

The campaigns will stop sending when the stop condition is met, even if there are additional emails within the drip series of the campaign.

1. Go to the navigation bar and click Settings > Operations > Tag Types.

2. Click Add and create a unique tag for the one-off customer.

3. Go to the navigation bar and click Search.

4. From the dropdown field, select Customer.

5. Use the filters to refine your search. For more information, see Use search in ServiceTitan.

6. Find the one-off customer and click the customer Name. The details of the job that the customer booked opens.

7. Click the Edit Pencil icon in the Job header. The customer profile opens.

8. Assign the unique tag your created to the customer.

9. Go to Marketing > Audiences.

10. Build an audience that filters specifically for that tag.

11. Attach the audience to a campaign and schedule the campaign.

Yes.

No. As long as your logo meets the minimum size requirement of 400x400 pixels, it can be any size horizontally or vertically.

ServiceTitan recommends to use a unique phone tracking number for each campaign. This allows you accurately track individual campaign performance to help you optimize your marketing. For your marketing campaigns created before ServiceTitan integration and used only one tracking phone number, we recommend creating one campaign that's more generic such as "branding phone number". This allows you to track all incoming calls to that specific number, if you want to keep those campaigns metrics.

At this time, you can only send direct mail to existing customer contacts in ServiceTitan. We will offer the ability to target prospects soon, the feature is currently in Open Beta. Please contact your CSM to learn more.

No.

Everyone that subscribes to Marketing Pro will have access to Direct Mail, though you will only be charged for delivery per piece. Our rates are $0.65 per piece, whether you send one piece of direct mail or several thousand.

No, ServiceTitan Marketing Pro is sold as a complete package including Email, Direct Mail, and Reputation. If you are a current Marketing Pro customer and want to use Direct Mail, you will have to upgrade to the new version that includes both Reputation and Direct Mail.

Direct Mail pieces cost $0.65 per piece regardless of the campaign size. It doesn’t matter if the campaign is 1 postcard or 10,000, the per piece cost is always the same.

Initially, we will be offering a 4x6 postcard format only. Shortly after launch,  we will expand the format types based on customer feedback.

Yes, direct mail can be very effective, if done correctly. According to industry research:

• 56% of postcards are read by direct mail recipients

• Higher response rates -- as high as 9% for house lists vs 1% for digital channels

• 62% of consumers who responded to DM in the past 3 months made a purchase

At this time, you can only track direct revenue tied to the campaign tracking number you used for your direct mail campaign. Unlike email, we have no way of tracking something similar to “opens”  so providing an attribution window for direct mail is less accurate.

Initially, no. You can’t personalize your postcards using merge tags. We will be adding this feature in a future release.

Yes. You can add multiple pieces in your sequence when running a  Direct Mail campaign to an Acquisition Audience.

Yes.

Yes, you will have to upload your own creations for a 4x6 postcard to use the Direct Mail module of Marketing Pro. In a later release, we will add a WYSIWYG design editor that will make it easy for you to create your own designs in-app or edit future direct mail templates.

Yes, you can cancel a mailing, but anything that is already in production will be sent.

Typically 5-7 business days for First Class mail and 9-21 days for Standard Class mail.

You'll see the "delivered" metrics start to change from zero. However, we do not yet have notifications available. You will be able to see the ballpark of dates on which the mail will arrive on your campaign's screen.

Yes, you will be charged for the pieces sent, including any returned mail.

Contact support@servicetitan.com for any technical support questions by direct mail. You can also see if other members of the Marketing Pro community can answer your questions on the ServiceTitan Marketing Pro User Group on Facebook.

• 4x6 Postcard 

• Digital/Digital Printing

• UV Coated, 120# Gloss Text, 14 pt

• Not full bleed

The return address will populate from your settings page, so whatever you use for Marketing Pro settings, that address will show up.

If an address is determined to be invalid or not verified, we remove it from the initial audience reach that you see in Marketing Pro. Once your creative has been uploaded, you will see the total number of contacts you will send to.  We currently do not have a way of showing whether an address is invalid/unverified, but you can download both the audience file and the "sent" list to see which addresses have not been sent to.

Yes, can say Customer Name OR Current Resident.