Auto Engagement
Automatically trigger promotions and campaigns based on customer actions and behaviour.
The Auto Engagement feature, also known as Journey Builder, allows brands to build powerful, personalised post-purchase marketing journeys that enhance customer loyalty, drive repeat purchases and increase overall revenue.
The AutoEngagement feature in BillMe enables businesses to create automated, multi-channel customer engagement journeys triggered by billing events. This powerful tool allows you to design personalised customer experiences across digital bills, emails, SMS and surveys with intelligent timing and targeting.
- Automated Customer Journeys: Set up once and let the system handle customer engagement automatically
- Multi-Channel Communication: Engage customers through digital bills, emails, SMS and WhatsApp
- Event-Driven Triggers: Automatically initiate campaigns based on bill generation and other events
- Intelligent Timing: Control message timing with built-in delays and scheduling
- Targeted Audience: Segment customers by brands, stores and specific criteria
- Real-Time Monitoring: Track campaign performance and engagement metrics
The Auto Engagement feature requires you to configure customer journeys for post-purchase engagement. You can design your customer journeys based on the following steps:
Configure the basic parameters for your engagement campaign:
Required Fields:
- Journey Name: Descriptive name for your campaign (For example - "Billme Promotion")
- Journey Description: Detailed explanation of the campaign purpose
- Company Selection: Choose the company account for this journey
- Start Date & Time: When the journey should begin accepting triggers
- End Date & Time: When the journey should stop processing new triggers
Best Practices:
- Use clear, descriptive names that indicate the campaign purpose
- Set appropriate date ranges based on promotional periods
- Include campaign objectives in the description for team reference
Define who will receive your engagement messages:
Brand Selection:
- Choose specific brands from your account
- Multiple brand selection supported
- Brand selection enables store filtering
Store Selection:
- Select specific stores within chosen brands
- Store selection becomes available after brand selection
- Allows for location-specific campaigns
Targeting Options:
- All customers from selected brands/stores
- Specific customer segments
- Individual customer targeting
Design your automated engagement sequence using the visual workflow builder:
Start Triggers:
- Event Occurrence: Triggered by specific events like bill generation
- Event Type: Bill
- Sub Event: Bill Generation
Customer Targeting:
- All Customers: Target entire customer base
- Customer Segment: Target specific customer groups
- Specific Customer: Target individual customers
Digital Bill Engagement:
- Bill Monitor: Display monitoring information on bills
- Ad Below: Show advertisements below bill content
- Sell Below: Display sales content below bills
- Banner: Add promotional banners to bills
- Survey: Embed surveys within digital bills
- Pop Over: Show overlay messages on bills
Third-Party Engagement:
- Send SMS: Automated SMS messaging
- Send Email: Automated email campaigns
- Send WhatsApp: WhatsApp message automation
Time Controls:
- Wait For Some Time: Add delays between actions
- Configurable wait periods
- Date-based conditions
- Custom timing rules
- Start with a Trigger: Drag "Event Occurrence" to begin your journey
- Add Customer Targeting: Connect "All Customers" or specific segments
- Design Engagement Sequence: Add engagement components in logical order
- Insert Timing Controls: Use "Wait For Some Time" to space out communications
- Configure Components: Set up each component with appropriate content and settings
Flow Example:
Event Occurrence (Bill Generation)↓All Customers↓Banner → Pop Over → Send Email↓Survey↓Wait For Some Time (Delay)↓Send SMS
Final review and launch your journey:
Campaign Summary:
- Review all journey details and settings
- Verify audience targeting configuration
- Confirm engagement flow sequence
Journey Overview:
- Visual representation of your complete workflow
- Component status indicators
- Flow validation check
Preview Functionality:
- Preview Pane: Test your journey before going live
- Click tiles to preview individual components
- Validate message content and timing
Publishing:
- Click "Publish" to activate your journey
- Journey will start processing triggers based on your start date
- Monitor performance through the main dashboard
You can configure various components of the journey based on your selections.
- Event Type: Select "Bill" for billing-related triggers
- Sub Event: Choose "Bill Generation" for new bill triggers
- Conditions: Set additional trigger conditions if needed
Banner Configuration:
- Upload banner images or create text-based banners
- Set display duration and positioning
- Configure click-through actions
Pop Over Setup:
- Design overlay content and messaging
- Set display timing and triggers
- Configure user interaction options
Survey Integration:
- Create or select existing surveys
- Set survey display conditions
- Configure response handling
SMS Configuration:
- Ensure DLT compliance for SMS campaigns
- Link Telemarketer ID with DLT account
- Create message templates with personalisation
- Set delivery timing and frequency limits
Email Setup:
- Design email templates with rich formatting
- Configure sender information and reply-to addresses
- Set up email tracking and analytics
- Include unsubscribe options
- Wait Duration: Set specific time delays (minutes, hours, days)
- Conditional Waits: Wait until specific dates or conditions
- Business Hours: Respect customer communication preferences
These are the recommended best practices while creating a customer journey:
- Start Simple: Begin with basic flows and gradually add complexity
- Customer Experience: Consider the entire customer journey from their perspective
- Timing Matters: Space out communications to avoid overwhelming customers
- Test Thoroughly: Use preview functionality before publishing
- Personalisation: Use customer data to personalise messages
- Brand Consistency: Maintain consistent branding across all touchpoints
- Clear CTAs: Include clear calls-to-action in all communications
- Mobile Optimisation: Ensure content displays well on mobile devices
- SMS Regulations: Follow TRAI guidelines for SMS marketing
- Email Standards: Include proper unsubscribe mechanisms
- Data Privacy: Respect customer data privacy and preferences
- Opt-out Options: Provide easy ways for customers to opt out
- Monitor Metrics: Track engagement rates and conversion metrics
- A/B Testing: Test different content versions and timing
- Continuous Improvement: Regularly review and optimise journey performance
- Customer Feedback: Incorporate survey responses and feedback
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