How to answer replies

Answer positive replies the same day

Interest fades fast. For inbound leads, calling within five minutes instead of thirty made reaching the lead about 100 times as likely. No study has measured replies to cold outreach the same way, but answering the same day is a safe default. Inbox marks a reply waiting on you Reply soon, and Reply now once it's overdue.

Source: Oldroyd and Elkington, MIT and InsideSales, 15,000 leads, 2007

Answer info requests, then ask one question

When someone asks for more information, send a short answer or one resource that fits what they asked. Then ask one question that moves things forward, such as which part matters most or who else should see it. Information with no question gives them nothing to reply to.

Example: "Here's a one-page overview of how Shiftly forecasts labor by location. Which matters more right now, staffing the busiest stores or cutting overtime?"

Let Not now wait for its date

When someone says not now, Leadpoet labels the reply Not now. On a recommended sequence it holds their follow-ups until the date they gave, or for two months when they gave none, so a short thank-you is enough. A custom sequence ends follow-ups on Not now instead, as Leadpoet does when someone says they'll reach out themselves, so note the date on the account for those.

Follow a referral by name

When someone points you to a colleague, Inbox labels the reply Referral. Write to that colleague, say who suggested it, and keep it as short as a first email. Thank the person who referred you.

Example: "Maya suggested I reach out, since you run scheduling for the stores."

Read the no's before you send more

Objections and negative replies show where the ICP or angle misses. Read them before you send more of the same campaign. When several give the same reason, such as the wrong role or no need, change the ICP or the angle rather than the wording.