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Message Designer | |
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Message Designer is the component in Million Handshakes used to create emails, letters, SMS and other documents used for customer communication.
The concept messages are a generic term for all customer communication.
Communicating on the customer's terms
Million Handshakes remembers which channels the customer prefers to be contacted in. Thus the communication can be adapted on a per customer basis.
What message suits the different customers will vary. All messages communicated to the customers are customized by Million Handshakes based on the knowledge of the customers.
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Message design
The message communicated to the customer is created in Message Designer. Dynamic information regarding the customer relationship can be merged into the message using Message Designer. Examples of dynamic information are:
- Merge fields like name, address, email address, etc.
- Services the customer subscribes to
- A personified link to a questionnaire we want the customer to answer
- A personified link to "My Account" on the corporate web site
- Include or exclude a section depending of the answers given in a questionnaire
As Million Handshakes can be integrated with other and existing systems, data from these systems can be used when creating a message. Information from e.g. a member archive or an invoice system can be merged into the message.
Communicating using different channels
Several well known message- and document formats are supported by Message Designer. Thus communication in different channels is supported:
- Email: Both text- and HTML email formats are supported. Emails can be sent either automatically or manually by the user.
- Letter / DM (Direct Mail): Word, RTF and text based files are supported. Letters can either be printed or sent as files to a print centre for further processing.
- SMS: SMS are text based messages. Million Handshakes sends SMS messages by communicating with a SMS gateway (e.g. Telenor).
Messages and customer processes
Customer processes is a central concept in Million Handshakes. A customer process is defined as a dialog in Dialog Designer. Information is often sent to customers using different channels in a dialog. The information sent is based on templates created in Message Designer. Examples of dialogs are:
- A new customer buys a product from your company. A dialog automatically sends the customer a welcoming letter. Customers having registered an email address receive the welcoming letter by email; others receive the letter by ordinary mail.
- Customer agreements are due once per year. Agreements content is merged into messages and sent (in a dialog) to your customers prior to payment due. The customer has the possibility to alter the existing agreement by clicking a link in the message to a questionnaire (see Questionnaire Designer).
Customer relation influence prior to agreement renewal has shown to be of great importance. It's important that this relation influence is relevant and personal for the specific customer.
The examples above show how the different components in Million Handshakes are used together to create a complete and fully customer communication process.
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Screenshots - Customer Communication
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All templates used in customer communications in one place
Message Designer lets you create and edit templates used for sending emails, letters, and sending files to print centers, etc. Message Designer provides quick access to merge fields from the customer database. Combined with logical functions, this makes it possible to create advanced merged documents. |
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Emails including links to questionnaires
Emails sent from Million Handshakes can include personal links to web pages. Including links to questionnaires are common use. This way, you will know who answered the questionnaire. | |
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