Engagement Hub

Hyper-specific communication (outreach and updates) with minimal effort!

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Overview

The Engagement Hub in Finpace empowers you to communicate with your entire customer base or specific segments using tags. Tags allow for hyper-targeted outreach, ensuring that your messages reach the right audience without the hassle of manually sorting through your contact list.

Whether you're addressing all customers, a select group, or even individuals based on their interests or behaviors, the Engagement Hub makes it simple and efficient.

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Setting Up Tags

Tags are the backbone of the Engagement Hub, enabling you to categorize customers based on specific criteria, such as interest in a 401(k) rollover. To create and manage tags, navigate to Settings > Engagement Hub > Tags. Here, you can:

• Create New Tags: Click the + Add Tag button, name your tag (e.g., "401(k) Rollover"), and assign it to relevant customers.
• Manage Existing Tags: Edit or delete tags as your customer segments evolve. You can also view a list of customers associated with each tag.

Tags can be applied manually or automatically through workflows and integrations, allowing you to keep your customer base organized effortlessly.

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Reaching Out with Targeted Communications

With tags in place, you can easily target specific customer groups for communication. To send a message to a tagged group:

1. Go to Engagement Hub > Campaigns.
2. Create a New Campaign by clicking the + New Campaign button.
3. Select Your Audience: Use the tag filter to select the customers you want to reach (e.g., all customers tagged with "401(k) Rollover").
4. Craft Your Message: Write your email, including personalized elements using placeholders like {{firstName}}. Finpace’s backend API will automatically replace this placeholder with the recipient’s first name, creating a personalized experience for each customer.

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Example: “Hi {{firstName}}, we spoke about your interest in 401(k) rollovers in our last discussion, and wanted to share some valuable insights…”

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5. Preview and Send: Review your message and audience, then send it out or schedule it for later.

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Please keep in mind: Finpace will change code blocks like "{{firstName}}" to the customer's actual name. It will read like "Hi Tom, we spoke about your interest..."

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Automating Engagements

The Engagement Hub also supports automation to streamline your communication processes. You can set up automated triggers based on customer actions or tag assignments. For instance, you might create an automation that sends an introductory email to any customer tagged with "401(k) Rollover" as soon as the tag is applied.

To set up automation:

1. Navigate to Engagement Hub > Automations.
2. Create a New Automation: Click the + New Automation button.
3. Define the Trigger: Choose a trigger, such as a customer being tagged with "401(k) Rollover".
4. Set the Action: Define what happens next—e.g., sending a customized email, assigning another tag, or scheduling a follow-up task.

Automations ensure that your customers receive timely and relevant communications without the need for manual intervention, making your engagement efforts more efficient.

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Tracking and Analyzing Engagements

Once your communications are sent, the Engagement Hub provides insights into their performance. You can track open rates, click-through rates, and responses directly within the Campaigns section. This data helps you understand the effectiveness of your outreach and adjust future campaigns accordingly.

For each campaign:

1. View Analytics: Access detailed metrics by going to Engagement Hub > Campaigns > [Campaign Name].
2. Segment Responses: See how different segments (based on tags) are engaging with your content, allowing for further refinement of your messaging strategy.

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Conclusion

The Engagement Hub in Finpace simplifies the process of communicating with your customers by leveraging tags for targeted outreach. Whether you’re addressing your entire customer base or a specific group, the Engagement Hub ensures that your messages are personalized, relevant, and effective. By using tags, automations, and detailed analytics, you can engage your customers more efficiently and drive better results.

For a detailed walkthrough on setting up and using the Engagement Hub, please refer to our detailed video masterclass.