Utarbeidet med KI.
When should we send automatically rather than manually?
Not everything should be automated. The question is whether the message is repeated and whether the timing depends on the individual customer.
A welcome message after registration, a reminder before an agreement expires, a follow-up after a purchase. The content is the same each time, while the timing varies by customer — exactly what humans do poorly and systems do well.
An invitation to a specific event, a notice about a price change, an apology following a service disruption. This happens once, for everyone at the same time, and should be worded for the occasion.
An automated journey requires maintenance. If product names, offers, or contact persons change, the journeys must be updated—and forgotten journeys that continue to send outdated content are worse than no automation at all. Schedule a regular review at least twice a year.
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