Supportbench Broadcast Configuration Technical Documentation

Marcel Gravelle

13-Feb-2025

Supportbench Broadcast Configuration

Overview

A Broadcast in Supportbench is a one-time email sent to a specific group of contacts. This feature is useful for targeted communication, such as announcements, event invitations, or promotional messages.

Key Features of Broadcasts

• Single Email Send: Send a one-time email to selected contacts.

• Targeted Audience: Segment recipients based on roles or predefined criteria.

• Customization: Personalize emails with contact-specific data fields.

• Scheduling: Set a specific date and time for the email to be sent.

• Analytics & Reporting: Track engagement through open rates, click rates, and other key metrics.

• Immediate Reach: Ideal for urgent updates, promotions, or other high-priority communications.

Uses of Broadcasts

• Announcements: Notify contacts about system updates, policy changes, or critical information.

• Content Sharing: Distribute new knowledge base articles, blog posts, or instructional videos.

• Event Invitations: Promote upcoming webinars, live events, or company meetups.

• Seasonal Messages: Send holiday greetings, special offers, or seasonal updates.

Configuring a Broadcast

To create and send a broadcast email, follow these steps:

1. Access the Broadcast Section

   • Navigate to Configuration > Broadcasts in the Supportbench UI.

2. Create a New Broadcast

   • Click New Broadcast to open the configuration settings.

3. Define the Broadcast Settings

   • Name: Assign a descriptive name to your broadcast for internal reference.

   • Sender Information:

     • Choose the sender name and email address that will appear in the recipient's inbox.

   • Subject Line: Enter a compelling subject line to improve email open rates.

   • Message Body:

     • Use the built-in editor to craft the email content.

     • Include personalization tokens such as {{First Name}} for dynamic content.

4. Set Audience Targeting

   • Select the recipients by filtering contacts based on roles or tags.

   • Verify the contact list to ensure accuracy before sending.

5. Schedule or Send Immediately

   • Choose Send on fto set a specific time and date.

6. Review and Confirm

   • Preview the email to check formatting and personalization.

   • Click Send or Schedule to finalize the broadcast.

Monitoring and Analytics

Once the broadcast has been sent, Supportbench provides real-time analytics to track engagement:

• Open Rate: Percentage of recipients who opened the email.

• Click Rate: Percentage of recipients who clicked on links within the email.

• Bounce Rate: Emails that could not be delivered.

• Unsubscribes: Contacts who opted out of future communications.

To access analytics:

• Navigate to Reports > Broadcast Analytics to view performance metrics.

Best Practices for Effective Broadcasts

• Use Clear Subject Lines: Keep them concise and relevant to encourage opens.

• Personalize Your Message: Utilize contact data for a more engaging experience.

• Test Before Sending: Use a test audience to check formatting and functionality.

• Monitor Engagement: Analyze reports to refine future broadcasts.

• Avoid Spam Triggers: Ensure compliance with email best practices to improve deliverability.

Conclusion

The Broadcast feature in Supportbench enables efficient, targeted communication with contacts. By leveraging segmentation, scheduling, and analytics, businesses can enhance their outreach efforts and drive engagement.