Triggers by Reply - Automatic call back prospect after email opens

@milann that seems like fun :)

@milann Hi Milan, thank you for submitting this perk. We truly believe that in era of automation you should not be spending time thinking who and when you should call or send email. The System (powered by AI and Automation) should managed all your customer communications for you and loop you in (by sending email or giving a call) when it will make the most sense and at the very best time. And triggered calls feature is just one small step in this direction.

@olegcl @milann Oleg, congratulations for update. I have a question for this release - tracking with pixel open/read status is clear. But how you validate that open status was tracked not by phone-email client, of iPad email client of the sender? So if I sent from Reply, then my email client sync it, and download it, then I close it few times. Then trigger executed. Correct me if I'm wrong please.

@ealtynpara @milann Hi Evgeniy. Correct. Since it hard exactly right calculate emails opens (due to different email clients available and their different logic dealing with emails), the best solution right now would be just put hight enough threshold on number of opens, needed for initiating a call. In future, we may develop functionality to detect genuine person opens better (for example, ignore opens coming right after email was send and use some other techniques), but for now we decided to leave straightforward logic with views and suggest to use just higher threshold. For example, if you put threshold to be 10. Then after someone has opened your first step emails and few follow ups number of times, we will initiate a phone call then. So, you just need to find right number for you.

@ealtynpara @milann And some more feedback from our Product Manager. He suggest that this one of tasks that we can give to our Data Scientists. Using email opens patterns, it is possible to develop algorithm (or educate neural network), to detect whether that this real person has opened email or email client. So, we will be working on this in future.

@tall_netpeak what other tools do you use? Or have you used?

@milann Lately, I used a PersistIQ. But guys from Reply have got me with their customer success service!

Ooh yes! Very cool. http://reply.io/integrations/

@di_ry Thanks!

@catapop84 we use invisible pixel inside of email. Down the road we want to add advanced functionality to differentiate real human open and email client triggering false opens of emails, so we could calculate it even better. We will not be able to track opens if images are disabled by default in email client.

@tombenattar Thank you :)

@douglasevaristo :)

@stefanstok Thanks :)

@jasonpeck Hi Jason, correct, we've made a research based on our data, and found out that there was strong correlation between number of email views and probability of reply (which indicates some interest/feedback level). That said, 1-2 views can't indicate the probability of reply, while 3-4 views are the minimum number that give that indication according to our data. Sure, there's a different probability depending on campaign type or customer business specifics. On the other hand, now it’s a hard task to calculate the exact number of email opens due to the variety of email clients and the different logic they have. Now we suggest to increase threshold on number of views (up to 10 or even 15 views), needed for initiating a call. To handle it more accurately, we're considering to develop a functionality, which detects email opens made by a person, not email algorithm (for example, ignore opens coming right after email was send and use some other techniques), but for now we decided to leave straightforward logic with views and suggest to use just higher threshold.