How to Use Contact Engagement Score Workflow Actions and Triggers

In today's fast-paced digital landscape, effective customer engagement is crucial for business success. The Contact Engagement Score Workflow, offered by Referins, provides a dynamic solution for businesses to enhance their customer engagement strategies. By leveraging automated triggers and actions based on changes in contact engagement scores, businesses can efficiently manage and respond to their contacts' levels of engagement. In this comprehensive guide, we'll explore how to utilize Contact Engagement Score Workflow actions and triggers to maximize customer engagement.

Understanding the Contact Engagement Score

Before diving into the workflow actions and triggers, it's essential to understand the Contact Engagement Score and its significance. The Contact Engagement Score is a numerical representation of a contact's engagement level with your platform or brand. It takes into account various interactions such as email opens, appointment bookings, tag additions, and more, allowing you to gauge the level of interest and activity of each contact.

Setting Up Engagement Scoring

Accessing Settings: Log in to Referins platform and navigate to the settings menu.

Manage Scoring: Within settings, locate the "Manage Scoring" section.

Defining Rules: Here, you can define rules to add or subtract points to a contact based on their engagement activities. Default rules may include adding points for email opens, appointment bookings, etc.

Custom Rules: Create custom rules based on specific actions, such as adding points when a particular tag is added to a contact.

Launching Workflows Based on Engagement Score

Accessing Automations: Navigate to the "Automation" section within the Referins platform.

Creating a Workflow: Create a new workflow to initiate actions based on engagement scores.

Setting Trigger: Add the "Contact Engagement Score" trigger to the workflow.

Defining Conditions: Specify conditions for triggering the workflow, such as when the engagement score is greater than or equal to a certain number.

Selecting Actions: Choose from a range of actions to be executed when the trigger conditions are met, such as sending emails, text messages, or other automated tasks.

Testing the Workflow: Test the workflow by assigning tags or performing actions that affect the contact's engagement score. Ensure that the workflow is triggered correctly and actions are executed as expected.

To add a Tag to a contact navigate to Contacts on the left > Smartlists on the top > Select contacts > Add tag

You’ll notice changes in the engagement scores once you do this.

Adjusting Scoring and Workflow Strategies

Refining Scoring Rules: Continuously review and adjust scoring rules based on the effectiveness of engagement strategies.

Adding New Triggers: Explore additional triggers, such as customer responses with specific keywords, to further customize engagement workflows.

Segmentation and Targeting: Use engagement scores to segment contacts for targeted marketing campaigns, ensuring personalized interactions.

Automated Follow-up: Implement automated follow-up sequences for contacts showing declining engagement, re-engaging them effectively.

Rewarding Engagement: Reward highly engaged contacts with exclusive offers or rewards, fostering loyalty and further interaction.

Data Management: Utilize engagement scores for data cleaning, and identifying inactive contacts for review or removal from active campaigns.

The Contact Engagement Score feature seamlessly integrates with Referins, providing users with powerful tools to manage, customize, and utilize engagement scores effectively.

Here's how Referins enhances the Contact Engagement Score experience:

Unified Platform: 

With Referins, users can access the Contact Engagement Score feature within the same platform they use for customer relationship management. This integration streamlines workflows and ensures a cohesive approach to customer engagement.

Centralized Management:

 Referins offers centralized management of scoring profiles, rules, and interactions. Users can easily access and modify scoring parameters, ensuring alignment with business objectives and evolving strategies.

Customization Capabilities:

Utilizing Referins's robust customization capabilities, users can tailor scoring profiles to meet specific business needs and objectives. From editing score profile names and descriptions to fine-tuning scoring rules, Referins provides flexibility and control over the scoring process.

Efficient Collaboration: 

Referins facilitates efficient collaboration among team members by allowing them to draft and publish scoring profiles. With the ability to save changes and publish profiles, teams can work together seamlessly to optimize engagement strategies.

Enhanced Visibility: 

In Referins's conversations module, users can easily access and visualize contact scores. This at-a-glance view enables quick identification of high-priority contacts and those in need of further nurturing, enhancing productivity and focus.

Advanced Sorting and Filtering:

 Leveraging Referins's sorting and filtering options, users can sort contacts based on their scores and filter them by score ranges. This functionality enables targeted segmentation and personalized communication with contacts based on their engagement levels.

FAQ: Contact Engagement Score Workflow

1. What is the Contact Engagement Score and how is it calculated?
The Contact Engagement Score is a numerical representation of a contact's level of engagement with your brand or platform. It is calculated based on predefined rules and actions, such as email opens, clicks, appointment bookings, and tag additions. Each interaction can either add or subtract points, reflecting the contact’s overall engagement.

2. How can I set up a Contact Engagement Score Workflow in Referins?
To set up a Contact Engagement Score Workflow, go to the Automation section in your Referins platform. Create a new workflow and add the "Contact Engagement Score" trigger. Define conditions for the trigger, such as when the engagement score reaches a certain threshold, and then select the actions you want the workflow to perform, like sending an email or updating a contact’s status.

3. Can I customize the scoring rules for my contacts?
Yes, you can customize scoring rules in the "Manage Scoring" section within the settings of Referins. You can define specific actions that add or subtract points from a contact's score, allowing you to tailor the scoring system to reflect the engagement activities that matter most to your business.

4. How do I use engagement scores to segment my contacts?
Engagement scores can be used to segment contacts by setting up filters based on score ranges. For example, you can create segments for highly engaged contacts, moderately engaged contacts, and inactive contacts. This allows you to target your marketing and engagement efforts more effectively, tailoring your communications to each segment’s level of engagement.

5. What actions can be triggered by changes in the Contact Engagement Score?
You can set up workflows to trigger a variety of actions based on changes in a contact's engagement score. These actions include sending personalized emails, triggering SMS messages, assigning tags, scheduling follow-up tasks, or adding contacts to specific marketing campaigns. The flexibility of these triggers allows you to automate responses and engagement strategies effectively.