Cross-Channel Follow-Ups for Missed Employee Messages
ChangeEngine can send a scheduled follow-up to employees who didn't open a message or who did or didn't take action on a specific link, and the follow-up can use a different channel. If an email is missed, the follow-up can go through Slack, Teams, or SMS instead of another email.
Follow-ups are designed to meet people where they are. The approach follows the strategy of sending things in seven different ways, which is where ChangeEngine's follow-up feature is powerful.
How Does a Follow-Up Switch Channels?
ChangeEngine lets you schedule one follow-up in a different channel from the original communication. You can direct it to people who didn't open the original message or who have or haven't taken action on a specific link. An original email can be followed by a Slack or Teams message, while SMS provides another route for employees who aren't reading those channels.
In the on-screen example, the follow-up is attached to a recurring communication and set for three days after the recipient receives it. The screen sets delivery in all recipients' local time. If the original send date changes, the follow-up moves with it and remains three days after the original message. The follow-up can also import content from the original communication.
Why Use a Different Follow-Up Channel?
A different channel can reach an employee when the first message lands in junk or Other, or when they aren't checking email, Slack, Teams, or SMS. Instead of sending another email to the same inbox, you can choose the channel where they are reading messages.
Employees can miss an off-site because they forgot to sign up, or get the wrong T-shirt size because they didn't complete the survey or receive the message. The screen also shows a newsletter landing in Other and an employee missing a deadline. The goal is the same content through a different door, giving an important update another chance to land.
Frequently asked questions
How can ChangeEngine follow up when an email isn't opened?
ChangeEngine can target a follow-up to employees who didn't open the original message or who did or didn't take action on a specific link. That follow-up can use Slack, Teams, or SMS rather than repeat email, placing the message in a channel employees are more likely to check.
Why send the same employee message through another channel?
An off-site invitation can be missed before someone signs up, and an employee can get the wrong T-shirt size after missing a survey. The screen also shows a newsletter landing in Other and an employee missing a deadline. Sending the same content through another channel gives the update another place to reach them.
