July 2019

Last update July 30, 2019

What's New?	Learn More
Flow Templates	Our new predefined Flow templates will simplify the process and help you effectively communicate during each stage of the customer journey.
Email Content Templates	Easily create emails using the same email structure and content. Simplify the process of building and designing emails by using our predefined email templates.
Flow API	To help you automate your communications, we’ve created the Flow API as a new starting point when creating flow.
Built-in URL Shortener and Tracker	Easily create short and shareable links without having to use third-party applications.

Flow Templates

Our new predefined Flow templates will simplify the process and help you to effectively communicate during each stage of the customer journey. Choose between predefined templates – which include suggested steps, channels, and content – or create a custom template by saving your flows.

With this release, we are delivering options explained below and we will add more in the future:

• Customer feedback (survey) – collect answers to basic questions like ˝How would you rate us on a scale of 1 to 5?˝ and tag users according to their responses. Find out the satisfaction rating for your overall service experience or for a specific segment, such as talking to an agent, in-store experiences, etc. 
• Cart abandonment - persuade shoppers to get back to their abandoned carts using automated multi-step communication.
• Promotional communications – send periodic messages about upcoming promotions using different channels, such as SMS and email, in a multi-step flow.
• Payment reminders – Use channels, like SMS and email, in a multi-step flow to improve the payment collection process.
• Appointment/booking reminders – Use your resources properly and retain your customers using a multi-step flow to keep everyone informed about important upcoming dates.
• Plain failover for promotional messages: Viber & SMS – Deliver rich communication experiences over Viber. In case of delivery failure, use our failover option to deliver your message via SMS.
• Chatbot via Viber – Offer better customer support by automating a part of the process using a chatbot. Automatically reply with instructions and answers to FAQs.
• Welcome messages for a webshop - these messages are crucial in onboarding and building a relationship with new customers. They should be automated, informative and actionable – this template will help you build it.

Example of a Flow template for a feedback survey:

For more information about this feature, refer to the article below:

• Flow templates

Email Content Templates

Easily create emails using the same email structure and content. Simplify the process of building and designing emails by using our predefined email templates.

When you click on Create Broadcast (email) or select email as your channel in Flow, you will have the possibility to:

• Create a custom email from scratch via the email editor
• Upload an HTML file
• Choose an email template from the template library - new!

 

Flow API for Automated Nurturing and Welcome Messages

To help automate your communications, we created the Flow API as a new starting point when creating flow. It enables you to automatically add people to your Flow based on an external trigger.

Let’s look at a simple example: When a person fills out a form on your website, they are automatically added to your flow and start receiving messages. We check if that person is already in the People module to avoid creating duplicates. If not, we create a new person with all the information sent from your external system.

Examples of use cases:

• Welcome/onboarding messages – Automatically start sending welcome messages to leads that sign up for your service or begin your free trial to ensure they have a good understanding of your services or product.
• Lead nurturing – Increase conversion rates by sending periodic messages with additional information that will guide leads that download your eBook through the customer journey.
• Post-service survey – send simple surveys, such as NPS, after delivery or purchase.

 

For more information about this feature, refer to the following articles:

• Flow API
• Use case: Automate Your Welcome Messages with Flow API

Built-in URL Shortener and Tracker

Easily create short and shareable links without having to use third-party applications.

• When creating an SMS message in Broadcast and Flow, you will be able to shorten links to save character space and make them more familiar.
• Track unique clicks for better analytics.
• If there are more links in one message, you’ll be able to shorten all of them. It will look like this, e.g. https://eeg.nu/12ght345.

You can view your reports and analytics under Reports in Analyze. Here, you’ll be able to see all the details for each message, how many times the URLs were clicked, the first and last time they were clicked, etc.

For more information about this feature, refer to the following articles:

• How to use URL Shortener