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What Are Engagements in an Automation Platform?

In an automation platform, engagements refer to the set of automated actions and interactions designed to manage customer engagement activities. These activities are crucial for maintaining relationships with leads, customers, and prospects and are managed using various digital tools. Automated engagements streamline tasks that would otherwise require significant manual effort, allowing businesses to provide timely, personalised communication, follow-ups, and task management.

These engagements play a vital role in sales, marketing, and customer service efforts by automating routine tasks like sending emails, assigning follow-ups, scheduling meetings, and nurturing leads through the sales funnel.

 


#Engagement StepAction Performed
1MailSends personalised emails based on templates, schedule, or behavior triggers.
2TaskCreates a task in the project management area. You can create a subject, add a description, assign a due date, and assign it to a team member.
3OpportunityUpdates or creates a new sales opportunity, helping teams track progress toward closing deals.
4ActionAssigns the engagement to an agent or changes the status of the engagement (e.g., New, Active, Completed, Closed).
5WaitPauses the workflow for a specified duration or until a certain condition is met.
6SMSSends scheduled or triggered text messages to customers for notifications, promotions, or updates.
7ResponseTracks and processes customer responses and triggers subsequent actions based on predefined rules.
8CallAutomates scheduling or reminders for phone calls with clients or team members.
9MeetingAutomatically sets up meetings, syncs with calendars, and sends reminders or invitations.
10MovePushes the engagement to a new engagement flow based on a defined trigger.
11PostAutomates the publishing of posts on social media platforms.
12WhatsAppSends targeted or broadcast messages to contacts through WhatsApp for outreach or support.
13EndTerminates the engagement workflow, marking it as completed.

Key Components of Customer Engagement Automation

Engagements in an automation platform consist of several predefined steps, each representing a specific action or communication that can be automated. These steps are configured based on triggers, customer behavior, or internal workflows. Here’s a breakdown of common engagement steps:

1. Mail

  • Overview: The platform sends automated emails based on predefined templates and schedules.
  • Purpose: To communicate with leads or customers through targeted campaigns, follow-ups, or notifications. For example, sending a promotional offer, product update, or a welcome message to new subscribers.

2. Task

  • Overview: Creates a task in the platform’s project management or task management section.
  • Features: You can define the task’s subject, description, due date, and assign it to a specific team member.
  • Purpose: To ensure follow-up actions, like contacting a lead or resolving a support ticket, are handled within a defined timeline.

3. Opportunity

  • Overview: Tracks sales opportunities through different stages of the sales pipeline.
  • Purpose: This feature allows the automation platform to manage potential sales and move leads through different stages like “new lead,” “qualified lead,” and “closing.”

4. Action

  • Overview: Performs an action such as assigning an engagement to an agent or changing the engagement’s status (New, Active, Completed, Closed).
  • Purpose: To automate task assignment to team members and update the current status of engagements as they progress through the sales or marketing process.

5. Wait

  • Overview: Delays the execution of the next engagement step for a specified duration.
  • Purpose: To control the timing of engagements, such as waiting 3 days before sending a follow-up email to a customer who has not responded.

6. SMS

  • Overview: Sends automated text messages to customers or leads.
  • Purpose: Ideal for quick notifications, promotional offers, or reminders. For example, sending an appointment reminder or a time-sensitive discount offer.

7. Response

  • Overview: Tracks and processes customer responses and adjusts the workflow accordingly.
  • Purpose: Allows automated workflows to adapt based on the customer’s reply. For instance, if a lead responds to an email, the workflow can trigger a follow-up call.

8. Call

  • Overview: Manages scheduling and reminders for phone calls to customers or team members.
  • Purpose: Automates call scheduling as part of a sales or support process. It ensures that critical calls are not missed by sending reminders to agents or reps.

9. Meeting

  • Overview: Automates the scheduling of meetings, including sending calendar invitations.
  • Purpose: Streamlines the meeting setup process, automatically syncing with calendars and sending reminders. Commonly used for product demos, consultations, or sales presentations.

10. Move

  • Overview: Pushes the engagement to a new engagement flow based on a defined trigger.
  • Purpose: Allows for the dynamic movement of leads or customers into different campaigns or stages based on their interactions or behavior.

11. Post

  • Overview: Automates the publishing of posts on social media platforms.
  • Purpose: Keeps your social media presence active by scheduling and publishing content on platforms like Facebook, LinkedIn, or Instagram.

12. WhatsApp

  • Overview: Automates sending messages to leads and customers via WhatsApp.
  • Purpose: Enables real-time messaging for customer outreach, updates, or support via the popular messaging platform.

13. End

  • Overview: Terminates the engagement workflow.
  • Purpose: Marks the completion of the engagement process, signifying that the customer interaction has ended, or a goal has been reached.

Benefits of Using Automated Engagements in an Automation Platform

  1. Time Savings: By automating repetitive tasks like sending emails, assigning follow-ups, and tracking responses, your team can focus on more strategic activities.
  2. Improved Accuracy: Automation reduces the chances of human error in communications and task management, ensuring that the right actions are taken at the right time.
  3. Scalability: Engagement automation allows you to handle a high volume of leads, prospects, and customers without overloading your team.
  4. Consistency: Automated workflows ensure consistent messaging and follow-up, which helps build trust with customers and prospects.
  5. Enhanced Customer Experience: By responding to customer behaviors and inquiries promptly through automation, you can provide a more personalised and responsive customer experience.
  6. Data-Driven Decisions: Automated engagements collect data from customer interactions, allowing you to refine your strategies based on real-time feedback and engagement metrics.

Use Cases for Engagement Automation

  1. Sales: Automate lead nurturing, follow-ups, and sales pipeline management to keep prospects engaged and move them efficiently through the funnel.
  2. Marketing: Automate multi-channel campaigns across email, SMS, social media, and WhatsApp, ensuring timely and relevant outreach to your audience.
  3. Customer Support: Automate ticket assignment, follow-up communications, and customer satisfaction surveys to improve response times and service quality.

Conclusion

Automating customer engagements through a platform like JeffreyAI enables businesses to manage communications, leads, and tasks more efficiently and effectively. By taking advantage of these automated steps, companies can enhance their customer engagement, save time, and scale their sales and marketing efforts with minimal manual intervention.

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