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Mastering Automation in Contact Centers with Aloware’s Sequences Feature

October 25, 2023

Aloware is a contact center software built to supercharge sales and support operations with unlimited calling, texting, and automation tools that can be integrated with everyone’s favorite CRM.

In the modern contact center landscape, automation stands out as a game-changer. Today, we dive deep into Aloware’s sequences feature, a versatile tool designed to elevate automation and streamline your communication processes.

What Are Aloware Sequences?

Sequences in Aloware provide an innovative solution to manage various tasks such as enrolling new leads into an SMS drip campaign, integrating them into a power dialer for call steps, or sending out timely SMS reminders for an upcoming webinar using data from your CRM.

Setting Up Your Sequence:

  1. Naming and Throttle: Start by naming your campaign and selecting the line from which the messages will be sent. It’s possible to set a throttle for the number of contacts enrolled per minute. A common practice is to set it at 20 per minute, but higher volumes are also manageable if necessary.
  2. Managing Responses: An essential feature is the option to remove leads if they respond. This ensures that if a lead replies during the early stages of an SMS campaign, they aren’t bombarded with the rest of the automated messages.
  3. Scheduling: Decide the frequency of your messages. You can opt for everyday communications or just business days. Further, fine-tune this by setting operating hours or allowing contact enrollments at any time.
  4. Crafting the Message: The core of your sequence lies in the message itself. Using variables, such as the lead’s first name, adds a personal touch, enhancing the user experience.

Taking Automation a Notch Higher:

  1. Intake and Triggers: Integrate your sequence with triggers to automate further. For instance, after leaving a voicemail for a lead, you can set a trigger that enrolls them into a sequence for follow-up, ensuring that you don’t have to send manual messages.
  2. Tag-Based Sequences: Enroll leads based on specific tags, such as “Shopify”, ensuring that the right leads get the right messages at the right time.
  3. Review and Analyze: Aloware provides a clear view of enrolled contacts, their position in the sequence, and a history of their activity. This helps in refining strategies and ensuring optimal engagement.

Benefits of Using Aloware’s Sequences Feature in Contact Centers:

  • Efficiency: Automate repetitive tasks, allowing agents to focus on more crucial aspects of customer engagement.
  • Consistency: Maintain a consistent communication flow with leads and customers, ensuring they receive timely and relevant information.
  • Personalization: Despite being automated, sequences can be personalized, ensuring each recipient feels valued.
  • Analytics: Track the performance and engagement of each sequence, allowing for real-time adjustments and improvements.

In conclusion, Aloware’s sequences feature is an indispensable tool for any contact center looking to streamline its operations and provide a personalized, consistent, and efficient communication experience. Dive in and explore this feature to fully harness the power of automation in your contact center.