How often should you approach a user

Every day, your users are inundated with messages from different brands. So if you're going to reach out, you need to make it worth their while.

Here, we'll look at how often you should approach your users, when not to reach out, and how to avoid overcommunication.

Three things that will dictate how often you communicate

Your company, your user journey, and your goal will all have an impact on how often you communicate with your users. Let's look at each of these one by one.

1. Your company

How often are you and your team comfortable communicating with your users? Do you mind coming off a bit salesy or could this harm your brand? Most companies have a gut feel for how many messages is too many, or how often is too often.

2. Your user journey

If your user is still going through onboarding, they'll probably be expecting regular messages to help them get up and running. But if they're a loyalist with one year under their belt, daily in-apps or emails will likely harm their perception of your brand.

3. Your goal

What action do you want your users to take? If you're guiding them through a technical issue, you'll want to send your message immediately, regardless of any other communications you sent that day. But if you're planning a sale for Black Friday or Christmas, you'll want to be more considerate of how your users will respond.

Why you may want to blacklist users

Imagine that you've just bought a smart bulb. You're a couple of days into onboarding and have been getting emails and in-apps to help you get it set up. Then, suddenly, you get a Black Friday campaign offering you 40% off the same product.

Frustrating, right?

As well as thinking about who you want to get your engagement sequence, you should also think about who you definitely don't want to get it. You can then set up audience parameters to avoid sending the wrong message at the wrong time.

How to avoid overcommunication with touchpoint policy

If you email your users two, three, or four times a week with a bunch of different messages, you're just asking them to unsubscribe.

To prevent this, Copilot.cx offers a touchpoint policy. This let's you set a cap for how many messages a user can receive in a given time frame.

So, no matter how many audiences or campaigns a user appears in, they'll stop getting messages as soon as your cap has been hit.

And of course, if you need to reach out about some technical issues, you can choose to override this policy to give your users instant support.