Auto Engagement

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.

Overview

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.

Key Benefits

• 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

Journey Creation Process

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:

Step 1: Journey Details

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

Step 2: Audience Targeting

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

Step 3: Journey Flow Builder

Design your automated engagement sequence using the visual workflow builder:

Available Components

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

Building Your Flow

1. **Start with a Trigger**: Drag "Event Occurrence" to begin your jou...

   Start with a Trigger: Drag “Event Occurrence” to begin your journey

2. **Add Customer Targeting**: Connect "All Customers" or specific seg...

   Add Customer Targeting: Connect “All Customers” or specific segments

3. **Design Engagement Sequence**: Add engagement components in logica...

   Design Engagement Sequence: Add engagement components in logical order

4. **Insert Timing Controls**: Use "Wait For Some Time" to space out c...

   Insert Timing Controls: Use “Wait For Some Time” to space out communications

5. **Configure Components**: Set up each component with appropriate co...

   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

Step 4: Review & Publish

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

Component Configuration

You can configure various components of the journey based on your selections.

Event Occurrence Setup

• Event Type: Select “Bill” for billing-related triggers
• Sub Event: Choose “Bill Generation” for new bill triggers
• Conditions: Set additional trigger conditions if needed

Digital Bill Components

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

Third-Party Messaging

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

Time Regulator

• Wait Duration: Set specific time delays (minutes, hours, days)
• Conditional Waits: Wait until specific dates or conditions
• Business Hours: Respect customer communication preferences

Best Practices

These are the recommended best practices while creating a customer journey:

Journey Design

• 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

Content Creation

• 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

Compliance

• 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

Performance Optimsation

• 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