CATEGORY: CRM

CRM - Engagement Categories

With e-shot you can keep a close eye on the health of your contact data simply and efficiently. Using the CRM dashboard, you are able to see at a glance how engaged your audience is. 

Your audience is divided into 5 critical categories: 

• Engaged 

• Slipping away 

• Disengaged 

• Hard bounced 

• Never sent 

 

Definitions 

Engaged contacts are defined as those who have opened, clicked or visited your links within the last 30 days. 

Slipping away are defined as who has not engaged within the last 30 days but have opened, clicked or visited links within the last 6 months. 

Disengaged contacts have not opened, clicked or visited the website in over 6 months. This also includes those who have never interacted with one of your campaigns or your links. 

Hard bounced contacts are those who have not received your campaign due to the recipient having an invalid, non-existent or blocked email address, or when the domain name does not exist.  

Never sent are contacts who have not had any campaign targeted to them since they were added into the e-shot CRM. 

In a simple line chart, you can see the health of your database - but more importantly, you can easily manage the situation. You have the potential to be able to communicate with each category in a slightly different way - you can separate out highly engaged and loyal contacts to nurture into brand advocates and evangelists, and create campaigns for those in the slipping away category that try something new to re-engage them in the hope that they will naturally move to the engaged category. 

Top tip: The contact statistics on the CRM Dashboard refresh hourly, so don’t be afraid if your statistics don’t look great straight away after a re-engagement campaign. 

If you are interested in running a re-engagement campaign, you can learn how to do so in our dedicated help article here. 

As seen below, these statistics are also available for any specific group or preference, and you can filter parameters such as Email status using the contact field filter.