Campaigns are central to orchestrating cohesive and personalized marketing initiatives, driving engagement, and achieving strategic business goals.
BIK campaigns empower you to target the right audience, on the right channel, with the right content, at the right time to improve customer engagement & ROI on your marketing spends.
Choose your desired channel
You can start a campaign by clicking on the ‘Start campaign’ button in the ‘Campaigns’ tab. Start by selecting the channel you want to reach out to your customers on
Bik helps you engage with your customers on 3 channels:
WhatsApp
Email
SMS
Web push
Select customers you want to target
Once you have selected a channel, the first step is to select the customer segment you want to target or exclude from the campaign. Here, you’ll be able to see all customer segments you have created.
Number of customers in a segment depends on the channel selected (only customers reachable on that channel are shown here)
You also have options to send a campaign to all your customers or upload your customers through an Excel file at the bottom of the page
Segments with 0 customers cannot be selected for a campaign. You can use the ‘refresh’ button on such segments to check if you have any new customers who have been added to that segment.
Pick the right content
You’ll find all saved templates for the selected channel in this step. Once you select a particular template, you can:
Edit the media to be used
Add values for customer variables in the template
Change the redirection link for any CTA buttons used
For WhatsApp campaigns, if you are using a template with quick reply buttons (QRBs), you will also have the option to connect the button with a chatflow which is published on your store
Customers would be redirected to the selected chatflow based on their response to the campaign message
Send out your campaign
In the final step, you can add review your campaign, decide when to send it & add more details.
We recommend you to send a test message by adding your contact details in this screen to check how the message would look like once delivered to your customers.
The ‘Credit utilisation details’ show you an estimate of how many credits would be required to send the campaign. The actual deduction of credits from your wallet would depend on the number of messages actually being delivered and country of your customers (for WhatsApp & SMS).
You can set retry time for automatic retry for failed messages. Automatically retry messages that failed due to Meta's frequency capping for better reach. Set a retry time, ensuring it is at least 6 hours after the campaign ends or the last message sent.
You can view the included and excluded customer lists under the customer details and template details sections, providing clarity on the recipients of your campaign.
In case of WhatsApp campaigns, you can choose if you want send an opt-out message along with your campaign messages
By default, the first campaign message you send to every customer on WhatsApp goes along with message asking customers if they want to stop receiving promotional updates from you. Customers who choose to opt-out would be excluded from any further campaigns you send.
Reduces the chances of getting blocked.
Opt-out message will connect customers to the “Stop Journey” in journeys.
You can change this to send the opt-out message to all customers (irrespective or if they have received campaigns earlier or not) and to no customers at all.
Finally, you can choose to either send the campaign right away or schedule it for a time in the future.
You can also save your WhatsApp, SMS or Email campaigns as draft in case you want to review it later & then send it.
Track your campaign’s performance
Once you have sent a campaign, you can track its performance in the ‘Overview’ section of the ‘Campaigns’ tab. You can also view more information of a particular campaign by either clicking on the campaign’s name or by using the ‘open in new tab’ button.
This has details about the revenue performance and customer engagement with your campaign. If some messages fail to be delivered, you can also view the reasons for that here
The ‘Order details’ tab has a list of orders which have been attributed to the particular campaign
The ‘Create a new segment based on customer response’ widget helps you quickly retarget desired customers with another campaign
You can also download a report of all orders attributed to a particular campaign fro this screen using the ‘Download reports’ button in the top bar
You can also download the deliverability error report for the campaign.
If you use a WhatsApp template with quick reply buttons (QRBs) in your campaign, you also get information about how many customers interacted with each button.
On this screen, you can view the customers included and excluded, along with the template used for the campaign.
For more detailed analytics, you can also visit the ‘Campaigns’ section in the ‘Analytics’ tab (you can download a report of all you campaigns from here)
FAQs
1) Is there a limit to the number of campaigns I can create in a day?
There is no limit on the number of campaign you can create in a single day.
However, WhatsApp has a messaging limit on the total number of conversations you can start in a day. This limit depends on your number status, quality rating and frequency of conversations with unique customers. For more details, please visit - https://developers.facebook.com/docs/whatsapp/messaging-limits/
2) Is there a number on size of campaign?
For WhatsApp
For each registered business phone number, Cloud API supports up to 80 messages per second (mps) by default, which can be increased to 1,000 mps upon request. Messaging throughput is inclusive of inbound and outbound messages and all message types. You can request the rate limit by creating a direct support ticket like mentioned here https://developers.facebook.com/docs/whatsapp/cloud-api/overview/#requesting-higher-throughput.
Note that business phone numbers, regardless of throughput, are still subject to their WhatsApp Business Account's business use case rate limit and template messaging limits.
On Bik, the default messaging throughput is at 80 mps and campaigns are sent at 40 mps. This is in order to reserve the rest 40 mps for other incoming and outgoing (through Journeys, Helpdesk etc.) messages. You can get your campaign sending rate on Bik increased to 200-500 mps on demand once your total messaging throughput has been increased to 1,000 by Meta.
For email campaigns
The rate limit for sending email campaigns is 100 messages per second.
For SMS
The rate limit for sending SMS campaigns is also 100 messages per second.
3) Can I edit or cancel a scheduled campaign?
Yes, you can find an option to ‘Edit’ or ‘Cancel’ a scheduled campaign in the ‘Campaigns overview’ table.
4) How can I improve the engagement rate for my campaigns?
We recommend you to select an appropriate audience for your campaigns based on your customers’ behaviour & design personalised & relevant content to engage your customers better. You can also use media & interactive buttons like CTAs or quick reply buttons to make the content more engaging.
5) How can I ensure that my campaign message is delivered to all my customers?
We make sure that campaign messages are successfully delivered to all customers with valid customer details through our scalable infrastructure & robust partner ecosystem of service providers. You can audit the customer details before starting a campaign to ensure maximum deliverability.
However, if some messages do fail to be sent, you can look at the reasons for the same & address them in your further campaigns.
6) How many customer segments can I select for a single campaign?
There is no limit for including/ excluding customer segments, You can select multiple templates for a single campaign.
7) Can I send campaigns to customers who have opted-out of promotional updates?
No, in order to respect the privacy of your customers, we block any promotional messages being sent to customers who have opted-out. This also helps reduce blocks from customers and increase your quality rating.
8) Can I create campaigns for multiple channels at once?
Currently, we can only send one campaign for a particular channel.
9) How does revenue attribution work?
We follow a click-based attribution in a 14-day window, i.e. any orders coming from customers who received a campaign message in a 14-day window prior to placing the order, would be attributed to the most recent campaign received by them.
This attribution model works for all campaigns sent using WhatsApp, email & SMS.
10) What is the pricing structure for Bik campaigns?
The pricing structure of Bik campaigns depends on the channel you use, your messaging volume & the plan/contract structure you choose.
You can find details about the price per message on WhatsApp and email in your contract.
In case of SMS, you would have to subscribe to a suitable plan with your respective service providers.
We do not charge any additional cost for SMS.
11) Am I charged for the opt-out messages on WhatsApp as well?
No, WhatsApp only charges you once in 24 hours irrespective of the number of messages you send. Hence, opt-out messages are not charged separately.
12) How do I know if my campaign has been successful?
You can track the performance of your campaign in terms of revenue impact (orders, sales, ROI) & engagement (reads, clicks, replies, abandoned carts, orders) in the campaign details. You can gauge the performance based on your industry, segment selected & template used to decide if a campaign has been successful.
13) Can I use Bik campaigns for A/B testing?
Not at the moment, but it's on our roadmap! For the time being, you can divide your customer segments & send them different variations of content or experiment with the sending time, analyse results & then plan further campaigns accordingly. Feel free to reach out to our support team if you require any assistance with this.
14) Can I create campaigns in different languages for customers who speak different languages?
We can only select one template in a particular campaign currently. However, you can divide your audience into multiple segments based on their language preference & send them message templates in relevant languages.
15) How can I integrate Bik campaigns with other marketing tools I am using?
You can export all details about campaigns you are running in an Excel report & use it for your analysis. While we do not have any integrations with other marketing platforms (for sharing performance reports or events data), you can reach to our support team at [email protected] if you have such a request.
16) Do segments get updated automatically when I use them in a campaign?
No, you have to manually refresh a segment while using it in a campaign if required (based on when it was last refreshed).
17) How many customers can I target at once in a single WhatsApp campaign?
Our infrastructure supports sending a campaign to upto 5 lakh customers within 2 hours in case of WhatsApp campaigns.
18) What can I do if a scheduled campaign fails?
A scheduled campaign might fail due to certain reasons such as the selected template being rejected/deleted, or credits being insufficient for sending the campaign. You will informed about the success/failure of a scheduled campaign via email & also on the dashboard. You can reach out to us at [email protected] in case you face any issues with this.
19) How can I download data of customers who read or clicked on a campaign message?
You can do this is two ways:
Use the ‘Create a new segment based on customer response’ widget in the ‘Overview’ tab of a particular campaign details to select the required customers. Click on ‘Start campaign’ to get the count of customers & then click on ‘Get customer list on email’
Create a filter-based segment using the required event (received, read, clicked or failed), select the required campaign name by adding an event property filter & save the required segment. Use the ‘Get customer list on email’ option in the ‘Segments’ screen to receive a list of customers on your email ID.
20) How are duplicate customers or duplicate excel entries managed while sending campaigns using BIK
If an Excel upload has duplicate phone numbers or email - It will only create/update one customer and the duplicate entry will be ignored
If a segment has 2 customer IDs with the same phone number or email ID - Campaign goes to only one customer. System will deduplicate customer phone / email as relevant while sending WhatsApp, e-mail or SMS campaigns
21) Does BIK retry sending message (email/sms/wa) if a customer phone was temporarily out of area
Yes, we do. We retry after every 6 hours and till Y days.
22) What are the typical reasons for email failure and will I have this visibility ?
Blacklisted Email : This indicates that the email addresses in question have been placed on a blacklist. Blacklists are used by email service providers to block emails from known spammers or from domains that have been associated with sending unsolicited emails. If an email address or domain is on a blacklist, emails sent from it are likely to be blocked or sent to spam folders.
Spam Detected: This reason implies that the content of the email or certain characteristics of the email sender's behavior have triggered spam filters. Email systems use various algorithms and checks to identify potential spam. These can include specific keywords, the frequency of emails sent, the inclusion of large numbers of recipients, etc.
The IP is Blacklisted : Similar to the blacklisted email, this indicates that the IP address from which the emails are being sent has been blacklisted. An IP address can be blacklisted if it is known to be part of a network that sends spam or if it has been used to send emails that have been marked as spam by a significant number of recipients.
For further assistance or to raise feature requests related to Marketing Campaigns through BIK, please contact [email protected].