Respond faster with first-come, first-served replies!
“Don’t count the minutes… use them.” — A sundial.
We crunched the numbers and our analysis showed a 20% higher secondary reply rate where agents reply in the first 20 minutes after the contact replies!
To empower your agent teams to respond faster, Hustle is making an important change to reply workflows for first-available agent goals (aka first-come, first-serve goals).
In addition to first-available agent being able to claim and text for initial workflows, reply workflows can now be claimed by new agents who are able to quickly respond if the original agent doesn’t respond within 20 minutes.
Whether you’re fundraising, driving event attendance, or re-engaging contacts, you always want to ensure that all replies from messaged contacts are responded to as quickly as possible.
Sometimes a messaged contact will reply back, but their replies might have gone unread because an agent is unavailable. Maybe the agent is a volunteer that has gone home for the day, or maybe they are no longer a part of your organization. Now, first-come, first served replies will make it easy for your team to respond faster and hustle harder than ever!
What’s changing?
Previously when using the goal assignment setting Anyone (Agents can message anyone on a first-come, first-served basis) agents would claim a batch of 100 contacts at a time to message and would be responsible for the conversation with those contacts for the duration of the goal.
Agents will not only be available to claim and message new contacts in a goal, but will be able to claim and and respond to replies from contacts as well. Agents will still claim a batch of contacts to message in a new goal, but now if the agent doesn’t start their reply workflow before the 20 minute timer runs out, those replies will be made available for other agents to respond.
When an agent takes over a conversation that had another agent on the thread, they will see a red marker that lets them know which replies are unread, and the previous agent’s name will display below the message. Additionally, a notification will appear to inform the agent that the conversation was previously with another agent. The message in the box encourages agents to reintroduce themselves if needed.
Best of all? The response still comes from the same phone number.
