Run the playbook
01Rebuild the contact history
Hyper reads back through each old record to find what the person asked about, when the person asked, which of your team answered and how the conversation ended.
- Recover the original service or product
- Recover the last meaningful exchange
- Remove records with no usable history
Hyper takes out everybody who asked not to be contacted, everybody whose email address no longer works and everybody who already buys from you, and takes them out before a single email is written.
- Apply suppression
- Verify the contact route
- Record the exclusion outcome
03Segment by original need
Hyper groups people by what each person originally wanted, so somebody who asked about a migration two years ago gets an email about migrations. How long a record has been sitting in the CRM tells you nothing about what to send.
- Name the original need
- Name the present-day value
- Choose the relevant page
Acknowledge the previous enquiry naturally, give the person something useful and make continuing or declining equally easy.
- Refer to the known need
- Avoid pretending the old conversation is active
- Offer one direct response path
05Update the record from response
A yes, a no and a 'not until next year' each need a different move from your team. Hyper writes the answer onto the contact in your CRM the day the reply arrives.
- Route live interest
- Respect a no
- Record a later date precisely