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CHIIRP Overview

App Overview

CHIIRP is a platform designed for automated customer re-engagement and re-activation campaigns, primarily utilizing SMS/text messaging and email sequences. The overall goal is to automate the follow-up process, requiring user intervention only when a customer actually replies. Lokal manages the campaign setup based on specific triggers (e.g., open estimates) to send targeted messages.

  • Integrations and Data: The system pulls customer contacts from CRM platforms like Housecall Pro or ServiceTitan. Customer contacts are matched and merged based on email and phone number information.
  • Conversation Flow: When a customer replies to a campaign, the automated sequence for that specific campaign stops immediately. The resulting conversation is then fully visible in the Chiirp Chat interface for human follow-up.

Phone Numbers

Chiirp uses a dedicated SMS number for sending out all campaign messages.

  • Dedicated Number: The dedicated number is used so that if a customer opts out, they are only opting out from that specific Chiirp number, preserving the ability to contact them through other channels if necessary. This number will use your local area code.
  • Call Routing: If a customer calls the Chiirp SMS number, the call is automatically routed or forwarded to your designated business phone number.
  • Message Verbiage: Campaigns are configured to include a dedicated Chiirp tracking number in the message verbiage to ensure consistency, as this number forwards calls to your office. This is intended for consistency and tracking.

Messages

  • Replying to Customers: To ensure your reply is logged and visible within the CHIIRP, you must reply via the Chiirp App (web dashboard or mobile app). If you call or text the customer from your personal number, the communication will not appear in Chiirp.
  • Handling Unsubscribes: If a customer replies “STOP,” this is considered an unsubscribe action. Communication through the Chiirp number is permanently disabled for that customer, and they will not receive any further campaign messages. These contacts will not appear in the Chiirp Chat as a thread needing a reply.
  • Manual Opt-Out: For customers who ask to stop texts but haven’t formally opted out, you can manually toggle off “OK to send Messages” and “OK to send Emails” when editing the contact profile in Chiirp.
  • Email Customization: Email campaigns can include a logo image by building out an email template. The email actions must be set up with a ‘Reply to,’ ‘From Name,’ and ‘From Email’ from the client’s domain. All campaign emails also contain an unsubscribe button.
  • Data Limitations: Chiirp currently does not pull the Estimate Total or Service Type field from the CRM (like ServiceTitan) into the message variables.

Notifications

  • Reply Notifications: You are set up to receive a notification for any customer reply sent to CHIIRP phone number. Notifications can be set up to go directly to your cell phone via SMS or CRM/FSM dedicated platform.
  • Timing: Campaigns are only sent out during your established service hours. However, if you receive a notification at an odd hour, it means the customer replied at that time, not that the campaign message was sent then.
  • Unsubscribed Notifications: You will still receive a notification when an unsubscribed customer replies, but because communication is blocked, the conversation will not be visible in the Chiirp Chat as a message needing a reply.

Mobile App

  • Target Audience: The mobile app is designed for quick CSR’s follow-up on replies and re-engagement leads, but it does not have extended functionality to book leads via integration or change Contact’s settings.
  • Functionality: You can download the Chiirp App and log in with your account credentials (email/password) to view the chat interface and receive notifications.

Campaigns

Campaign Triggers

Campaigns in CHIIRP can be initiated and run based on four main mechanisms:

  • Real Time Campaign Trigger: This campaign type triggers immediately when a specific event occurs, such as a missed call or a new lead message received from a platform like Google LSA. An example is a Sorry We Missed You campaign, which runs in real-time to re-engage missed call leads.
  • Scheduled Daily: This campaign runs daily at a specific time (e.g., 6:00 AM) to pull a batch of leads that meet the set criteria from the previous day’s data. Examples include Still Need Help? and Second Chance / Win-Back campaigns.
  • Based on CRM/ServiceTitan: This type uses an event trigger within your CRM configuration (like ServiceTitan), which fires immediately when a relevant event (e.g., Estimate Sent) occurs in the CRM. While the CRM trigger is immediate, a delay can be set for the first message within the campaign to allow time for manual follow-up first. Stop events should also be configured (e.g., Estimate Sold, Job Scheduled) to stop the campaign before the first action goes live.
  • Audience Segmentation Import: This is used for re-engaging past customers based on lists you import. A 5-star Review Campaign is an example, which is triggered by an imported audience from a system like ServiceTitan, rather than a real-time lead status change.

Campaign Details and Logic

  • Campaign Stops: Campaigns are designed to stop if the customer replies. Additionally, stop events should be configured in your CRM’s settings for actions such as “Estimate Sold” or “Job Scheduled.”
  • Repetition Control: To avoid sending excessive rehash messages, the campaign should be set to be non-repeatable for a certain timeframe, such as a week.
  • LSA Integration Note: To pull the full lead information, including the customer’s initial message, into Chiirp, it is recommended to update your LSA Message number to the Chiirp number in the integration settings.

Approval Process

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Reporting

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