Engagio Product Blog

What's new, cool features and plays

Dynamic Players — September 12, 2017

Dynamic Players

A very small, but crucial feature is now available.

When you are designing a play in the PlayBook, you can now set the player to be any lookup field in Salesforce.

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Any lookup field on the account object should automatically be available for the “Our Team” section

A wise man once said that 99% automated is not automated. Well, now it’s 100%. You can send alerts to the appropriate people, automatically assign the correct play owners and more.

How it works is simple. When a step becomes current, the system uses that field to lookup the correct person. If the value changes, the system should adjust accordingly in the nightly sync.

Now that you don’t have to pick players all day, what are you going to do with all that free time?  Maybe go out on the town and have a good time! Cheers!

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Scout: So much goodness — April 11, 2017

Scout: So much goodness

Scout just took a major step forward. We have Tabs, Profiles, Editing and more…

First up is the Scout Tab. This tab will recognize a company or person on the page and load up the right info. This works in GMail, LinkedIn, and Salesforce. It turns teal colored when it finds a match. It also has a little indicator that tells you how many tasks you have.

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Note: If you want to suppress the Tab just click on the Chrome Extension and click Options. This will have a toggle to hide the tab from your view.

If you click it, Scout will open. Scout has received a big speed boost, so it should open nice and quick. If it finds the person, it will jump to their person profile including activities, communication history as well as plays they are in.

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Lots to point out here:

  • You can cycle through people in the account with the up and down buttons or search for a coworker of the contact.
  • You can click the link at the top to see all of the people all at once.
  • There are links to Twitter, LinkedIn and Salesforce courtesy of ClearBit.
  • Click the little pencil on the right to go to Edit Data mode. (See below)
  • You can Run a Play from the bottom. (See further below)

Edit data mode lets you choose the fields you want to see and edit them directly, just click on the value. It will update Salesforce.com in real-time.

If you want to see more fields, just click the gear on the right and it will let you choose new fields and reorder them. (Drag and drop)

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If you have fields that are lookups to users in Salesforce like Assigned ADR Owner, it will automatically show you the name, not the crazy Salesforce ID. Woo hoo!

But wait, there’s more… Click on the people at the top.

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Click on any person and you get a menu. You can re-match or un-match the L2A settings or mark them as No Longer with Company. (It doesn’t currently change any fields in Salesforce, but that is coming later this year.)

Also, notice the little (+) button. You can add matched leads to the account at any time on the fly.

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If Scout detects a new person it will prompt you to add them.

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Next up is the Run Play button. Just look at the bottom when you are on an account or particular person. Click Run Play and it will give you the Playbook to choose your play.

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It lets you know if that person is already in a play and how many steps there are, plus what the first step is.  Click Load Play and it takes you to the next step.

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You can edit the name of the play and pick the players. If the play started from a particular person it will throw their name into the first persona on their team. Coming later this year, we will check a persona field that you can maintain and automatically map people.

Coming soon, the email editor will be embedded right there for you to write an email and send it on its way.

Bonus: You can now resize the panel! Just put your mouse on the edge of the panel and drag it left/right.

So much goodness and we have so much more on the way. Work on the new Task UI is progressing nicely. I hope to have it in beta next month.

I feel like we are really starting to take wing. What do you think?

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Add and Edit Account or People Data — February 13, 2017

Add and Edit Account or People Data

Switching between tabs to complete your task is a pain. We are trying to save you time by allowing you to edit data wherever you are.

Adding People on the Fly
In people area, check out the little plus button.

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Click it and you can add a lead instantly to Salesforce. It will be automatically matched to the right account. Remember how you used to have to wait a day to do this. Now it’s right away. Woo hoo!

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*Coming in 2017 the ability to add contacts

Editing People Data
Right click on one of the people and click Show Data. Notice on the right the details of the contact or lead.

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*Coming soon, we are redesigning the whole scout section to make it easier to edit and read

You can click on any field and it will update in salesforce.com right away.

At the bottom, you can add fields to your personal view. (Upgrades to this are on the way)

No Longer with Company
In that same menu, you can do other things, like mark a lead as no longer with company. It will put them in a folder, out of the way.

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*Coming in 2017, you will be able to automatically mark SFDC fields as well in this process. However, for now, you can edit the fields (above) to achieve the same goal.

Rematch/Un-match Lead to Account
If you happen to catch an incorrectly matched lead and realize it belongs to another account, just click the menu item to Re-match (or un-match to leave it orphaned).

It will popup a menu and let you pick which the right account is. The results will update in Salesforce immediately.

Editing Data in an Email
It’s simple, but very useful. When you are editing an email and see a misspelled name, just click on the pill and edit the details. Voila! Instant updates in Salesforce and Engagio.

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We have so much goodness coming in 2017 including a fully redesigned task interface, a redesigned Scout experience, play analytics and much much more. I can’t wait.

Gio wants to congratulate the New England Patriots for their SuperBowl LI win. It was the best comeback since the Monday Night Miracle 16 years ago. Fun Fact: Tom Brady grew up in San Mateo, CA, which is also the home of Engagio. I guess good things are born in San Mateo.

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Group By in Engagement — February 10, 2017

Group By in Engagement

In the ABM Analytics product, you can do amazing things. You can track engagement of your target accounts, break down your accounts into coherent cohort lists. You can see your marketing automation program impact against those engagement minutes. You can filter people and accounts in lots of different ways.

However, there was one filter not available, until now.

Let’s say you want to see all of the CxO people from target accounts who have engaged in a webinar. First, go to your target list (All Target Accounts) and click on engagement.

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Then filter by category = Webinar and Role = CxO

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Finally, scroll down the table and change the grouping.

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You can choose Person, Activity or Account. Each row would roll up based on that grouping. This gives you new capabilities to find the specific people you need.

Some other examples of what you can do with this capability:

  • Show me Brett’s accounts where someone visited the pricing page
    [filter: Details Contains “pricing”]
  • Show me target accounts where we held a meeting last month
    [filter: Type Equals “Meeting Attendance”]
  • Show me Tier 1 accounts with more than 10 minutes and less than 60 minutes of total engagement during Q4
    [filter: Engagement Between 30 to 60]

Lots of good stuff still coming in February. There is so much typing to do, we hired an intern with 8 arms. Here is her employee photo:

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Barabara (above) is studying computer science at Cal Berkeley. Currently, she is learning Sea++. (ba dum fish!)

Reply and Forward Steps — February 7, 2017

Reply and Forward Steps

Reply and Forward are easy to use but incredibly powerful in the context of a play.

You will notice when you are designing a play, new steps appear.

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Reply and Forward!

The first step can’t be a reply (yet!). However, after you have your first email you can add in forwards or replies from that email. When you add the step it asks you which email you want to reference.

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Choose the email to reference

Once you choose, it looks like this.

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Those tokens are there because you are still editing the first email. They will automatically put in the right text once the first email is sent. I just ran this play and put a task in the second email so you can see what it looks like.

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Notice how the text is not a token anymore. You can edit it like a normal email. However, the dates and who sent it look exactly the way Gmail and Outlook render replies. People will not be able to tell the difference.

You should use replies and forwards to make your interactions seem 100% human and natural. The whole point of this sort of system is to scale human creativity. People can smell a fake email a mile away. Make your forwards and replies a natural part of your play design.

An example of a reply play is the “Handoff”. This is when the SDR writes an email to a prospect introducing them to the AE. The second step is a reply from the AE thanking the SDR. It should include relevant information like business goals. This simple play ensures a smooth transition in sales. Having a play for it means the AE doesn’t need to do any work to make the handoff a success.

Not alot of user interface, but it works smoothly. This feature is pretty rock and roll, don’t you think?

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Refresh Account — December 9, 2016

Refresh Account

Ok, this is the last one for today…and it’s a crucial one.

You can now update the information for an account from Salesforce on demand. Also, you can easily import a new account from Salesforce without having to wait overnight. Huzzah!

The first one is easy. Just update whatever fields you want in Salesforce and then click the refresh button in PlayMaker.

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Simple is as simple does. Note: Refresh Account will not update the engagement analytics. It will just import new people in the account and update fields for other people and the account.

To import a brand new account, just try to search for the name of the account you created in Salesforce and click Import Account.

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Enter in the Salesforce ID and it will do the rest automagically.

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Now now, when you have a brand new account you can run the play immediately. This is an exciting day, lots of goodness. It makes Gio just want to spout!

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Account Dashboard —

Account Dashboard

Introducing the brand new, super fancy and useful Account Dashboard. Just open up an account in Scout or PlayMaker and you will see the goodness.

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It’s got configurable fields at the top, Engagement history and more. All the info you need at your fingertips. Use the most engaged people to target specific people at the account in your plays. Please take a look and let us know what you think. We are eager to keep improving it.

We just get to build this stuff, but you get to use it every day. We are so jelly.

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Pro-tip: Did you know you can get assistance at any time by clicking the intercom button at the bottom right?

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CoffeeSender —

CoffeeSender

Our first cloud step is up and running. You can now automate a CoffeeSender gift card right from a play. Each potential sender should put in their CoffeeSender credentials in their profile.

Then, just add the step like any other and it will send automatically.

The body text is included in their custom message. As a security measure, an approval is required for all gift cards. You can approve quickly in Scout.

Pro Tip: Did you know you could open http://scout.engagio.com for a streamlined experience?

Each new step we deliver makes me feel as warm as a good cup of joe.

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Engagement Mins by Status — November 29, 2016

Engagement Mins by Status

Marketo Programs and Salesforce Campaigns are key tools to keep track of who was involved in which events and marketing initiatives. Up until now, you could only track minutes on membership in those programs/campaigns, not split it out with different statuses.

Head on over to the admin -> engagement section and check out the new ability to specify status in your programs or campaigns.

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It works for both the Marketo Programs section as well as the Salesforce Campaign section.

As an example, if you have a 1 hour webinar; give 1 min for “Registered”, 60 mins for “Attended” and nothing for “No Show”. This will likely result in a whole bunch of changes for your scoring.

Note: Remember that changes work retroactively, and are compiled each night.

Helpful Tip
Marketing and Sales often get out of alignment regarding scoring. Make sure your end-users, the SDRs and Account Execs believe in and support the scoring system. If you have accounts that “look wrong” to them, they will start to ignore the engagement altogether. This would be a bad outcome, obviously.

Stay in touch and aligned between sales and marketing and good things happen.

Also stay in touch with me, let me know your ideas in the Engagio Spearfishing Club.

Gio loves spear fishing. Sometimes, he goes overboard though. Too much coffee maybe.

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Auto-Start Plays — September 29, 2016

Auto-Start Plays

A major new feature is now available in Engagio PlayMaker called Auto-Start Plays. In the Playbook designer, go to the settings of a new play and you can configure your auto-start settings.

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Good plays using auto-start

New MQA Outreach
When a prospect becomes an MQA using Engagio ABM Analytics, you will want to do some form of outreach including emails, phone calls and other tasks. Use the auto-start to detect the new MQA in Salesforce using a SFDC Report. The first step should be a checklist to do your normal cleanup and research activities, plus choose the players on your team and theirs. Follow that up with emails and phone calls as you see fit.

Customer Onboarding
When a new customer signs on, you have all sorts of things to do. First, an email handoff from the account executive to the customer success manager. Then lots of checklists to get them up and running, probably with some phone calls. This is a play where auto-stop may want to be turned off since a reply usually means “keep going”!  This is great to have a consistent and repeatable process for onboarding.

Batch personalized invitations to an event
We have a bunch of parties coming up for Dreamforce 2016. We ran a test of SDRs inviting people vs. SDRs inviting people on behalf of our CEO, Jon Miller. Lo and behold, the clear winner was invitations from the CEO. So all you need to do is set up the invite (and reminder) in PlayMaker and put the CEO  in the FROM field. Our CEO uses the “approve emails sent on my behalf feature”. He uses http://scout.engagio.com on his phone to approve all of the emails. It’s a streamlined way to have personalized invites from an executive in batch mode using auto-start. It may seem complicated, but it works great and is simpler than you think. Ask us today to help walk you through.

There are obviously other triggered plays that will work well, but these are a good start. There are plenty of little best-practices already and we are learning more each day. Plus we keep trying to improve the interface to make it smoother and smoother.

Stay tuned for lots of new features, big and small. Rock On!

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