Follow-up that knows when to wait
IDP's campaigns text, email and call toward one goal: a booked visit. They hold when they should, say why, and know where every person is. Plus appointment reminders, win-back and blasts.
Follow-up is where most stores leave the most on the table. Not because nobody cares, but because persistence is tedious: the fourth text to a lead that went quiet, the reminder the night before, the "sorry we missed you" after a no-show. A person doing it by hand forgets. A blunt automation keeps sending after the customer has already booked.
An IDP campaign gives an agent a list of people to reach and a goal, a booked visit, and the agent works toward it the way a persistent, polite person would.
Start from a ready-made campaign
Most campaigns a store needs are the same few: unsold leads, leads that went quiet, missed appointments, lapsed service customers, appointment reminders. Each comes with its audience rules already written, and you adjust the cadence and the words.
A lead-inbox campaign can work only after-hours leads, or only business-hours leads, so your BDC keeps the daytime and the agent covers the night. People added to a running campaign's audience are picked up right away.
Appointment campaigns
Appointment campaigns send messages a set time before or after each appointment, or when one is booked, moved, cancelled, kept or missed.
Each appointment gets its messages once. A message that's waiting is dropped if the appointment is cancelled, moved, or has already started, so nobody gets a reminder for a visit they rescheduled yesterday.
Win back
Win-back audiences reach people whose last visit or last appointment was a chosen number of days ago. The range, and which fields count as a visit, can be set per store. Ongoing campaigns can run again for someone who leaves the audience and comes back, after a gap you choose.
Where every person is, and why
The campaign's People view shows where everyone is: waiting for their next step, held, in a conversation, booked, or out. Exits are in plain words, and the reason someone left is kept in their own words: "Bought elsewhere", "Already booked with Chris", "Please stop texting me". You can see who closed or removed someone, too.
When a person steps in
If someone on your team takes over a conversation, the campaign's messages to that person wait, and continue afterwards. A question for your team stays in Needs a person even after the campaign finishes with that customer.
Or one message to everyone
Some things aren't a campaign: a holiday closure, a recall clinic, a Saturday event. A blast sends one message, word for word, to everyone on a list it can reach, now or at a set time.
- Reach counts each person once, even if they're on the list twice.
- Emails can be built from blocks or written in HTML, keep their design in Gmail and Outlook, and always carry your store's mailing address and an unsubscribe link.
- Review before sending measures a subject line the way your customer will read it, with their name and vehicle filled in.
A fixed follow-up after a missed call
When an agent's call doesn't reach someone, it can send a follow-up text. You can now choose a fixed text for that follow-up instead of one written for each call. It's sent exactly as you wrote it, with the customer's first name, your store's name and the agent's name filled in.
Why it matters
The difference between persistence and pestering is judgment: knowing when to wait, when to stop, and when a person should take it from here. IDP's campaigns make those calls the same way every time, and show their working.
Questions about this? The agent on this page runs on IDP. Ask it anything here, or how it would work at your store.