Setting Genius Parameters
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Stefanie Gregoire
should be able to fire and re-enable genius, or set parameters so that genius doesn't send an email 3 minutes after I've sent the customer an email/text...or if that's the default, allow the genius to be re-enable genius for follow up if customer isn't responding to sales consultant follow up.
Shelby Parker
Hiya Stefanie Gregoire, thanks for this post! I have a few more questions for you:
- What specific conditions or triggers would you like to set for the Genius feature to activate or deactivate?
- How frequently do you expect the Genius feature to check for customer responses before sending follow-up emails?
- Are there any specific scenarios where you would prefer the Genius feature to remain inactive even if the customer hasn't responded?
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Stefanie Gregoire
Shelby Parker for the first couple weeks, sales consultants get follow up prompts almost every day anyway. Where the genius becomes particularly cumbersome is if the lead only has an email and no phone number, because then it's like I send an email and less than an hour later, the genius has sent an email, which I think could be confusing from a customer perspective as to who they should be talking to. I'm not entirely sure how the genius is programmed, but I would say if the program is like and "if/then" scenario, if sales consultant has sent an email/text, then the genius should skip over it for at least 24 hours. I can think of things that might be an exception, such as a feature related question during off hours..but I think if we really start picking it apart, it's just going to overcomplicate things. But I think as the follow ups start getting spaced further apart, the genius could be more active in the in between. I also think that if there are an abundance of emails between genius sent and consultant sent, it's more likely that one or the other, or both will end up going to spam folders, or will be perceived as spam by the customer...just imagine if you looked at your Inbox and you see 2 or 3 emails all originating from the same place within 24 hours
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Stefanie Gregoire
Shelby Parker and in regards to genius remaining inactive even if the customer hasn't responded...if it can run it's own summary and see if customer/consultant interaction has stated that there will be a follow up at a distinct point in the future, such as "we'll touch base again next week"