ContributionsMost RecentMost LikesSolutionsRe: New Year Coming Soon... Question for the Grubhub Team In the new year, we are planning on launching Grubhub for Merchant’s ‘Year in Review’ — an email campaign that wraps up a restaurant’s performance on our platform for 2023. This is the second year that our team has launched this campaign and we’ve improved our process immensely since the year before. Last year, in order to work around limited data resourcing, we had to upload a custom list with our desired data points. This limited the amount of users we were able to send this campaign to and what data points we were able to dynamically load in. This year, I was able to leverage existing data points that we already use in Braze for and work with our data team to convert them to yearly stats. This allows us to send ‘Year in Review’ to more merchants and surface more unique insights. Working with data and engineering teams is often necessary for creating highly personalized Braze emails, so learning how to work iteratively with them has been helpful for our use cases. Re: Question on using Canvas Flow for the Grubhub Team This is an example of how we set up a Canvas flow for one of our higher performing tiers — because we get a lower response rate from these merchants, we are including more of them in the send. Re: Question on using Canvas Flow for the Grubhub Team To successfully collect customer sentiment, I utilized Braze Canvas in two ways: In our net promoter survey, our goal is to measure customer sentiment from all kinds of merchants and highlight our highest value customers. To evenly collectsurvey responses from all types of merchants, we use Braze to segment by ‘tiers’. At Grubhub, our merchant partners are placed into different ‘tiers’ based on their performance on our platform. Ranging from tier A to F, our highest value customers make up the smallest percentage of our platform and have the lowest response rate. Our lower performing restaurants make up a higher percentage of our platform but have the highest response rate. In order to achieve the goal of collecting these net promoter scores, we wanted to get an even distribution of survey responses to ensure we are reaching all areas of the business. We worked with our MarOps team to create a custom attribute that recognized what tier a CID fell into and used that attribute to create an evergreen canvas. On a bi-weekly basis, our audience is entered into the canvas and funneled into 5 buckets (tier A,B,C, D, E&F). In order to extract an even amount of responses from each tier, each of them have to have a different % of a control group. For example, Tier A’s have the lowest response rate and also the least restaurants so it has a higher percentage of sends. Our Tier D’s have the highest response rate and the most restaurants so they have a lower percentage of sends. This allows for an even distribution of responses across the tiers. In our offboarding survey, our goal is to understand the reasons behind a merchant leaving our platform to improve our experience for existing customers. To achieve this, I worked with our MarOps team to trigger an email when a restaurant attrits from our platform. I was able to leverage existing attributes to identify these users and used them in our audience criteria. Re: Another question... on sentiment goals for Grubhub AMA The goal of collecting sentiment from our merchants is to improve our relationship with existing customers and understand the reasons behind a merchant leaving our platform. In order to do this, we collect net promoter scores from our existing customers and we send out an off boarding survey to our attrited customers. Braze allows us to achieve our sentiment goals by helping us to reach all areas of our customer base through detailed segmentation — creating a big picture view of all our customer’s sentiment towards Grubhub. Re: Welcome to the Grubhub Team AMA What's been most effective is being able to identify critical moments where we can help our merchant customers reach objectives and/or overcome challenges they face. For example, we have built a programmatic stream for newly onboarded customers that segments user cohorts based on customer attributes such as order volume which are tied to customer contacts within Braze. From those attributes, we are able to surface personalized useful insights and recommendations and product solutions that help them increase orders. We have also built other campaigns and canvases to provide solutions to merchant customers that have issues or need additional support on our platform, by directing them to our account support teams. Re: Welcome to the Grubhub Team AMA I’m Leslie and I am a coordinator on the Restaurant CRM & Retention team at Grubhub. I’ve been at Grubhub for a year and a half now working out of the Chicago office. This is my first job post graduation but I have experience interning at smaller B2B tech startups throughout college. My role at Grubhub has allowed me to dive deep into the world of CRM via managing our marketing deployment platforms!