Most Sales Operations professionals will face the typical scenario of a sales rep complaining about their email not being delivered. It will be easy to dismiss this as their email content not being compelling to the prospect. They are receiving the email. It’s just being ignored because the rep sucks at writing them. Obviously, that will be a possibility. More often than not, it will actually be the case.
However, the diligent Sales Ops pro should do their due diligence and look further into the issue. Perhaps the problem resides in the guts of your tech stack. It’s worth it to check on a regular basis, say a couple times a year, just to make sure that everything in your stack that touches emails is firing appropriately.
Here’s how to track down, diagnose, and fix your email deliverability issues:
Sometimes your sales reps suck at writing emails. Less often, the fault is in your stack.
The sales team is telling you that they are suspicious that their emails are landing more and more in spam folders. As a Sales Ops pro, you are responsible for helping remove these kinds of obstacles.
1. Check to see if emails are being bounced back. If Sales receives an automated reply from the Postmaster or Mailer Daemon indicating a spam filter has blocked their email, have them send it to you. Check the SalesLoft/Outreach.io bounce rates for anything above 5%.
Next, dig into the Postmaster response:
2. Check sender reputation using services like mxtoolbox.com, Google Postmaster Tools, mail-tester.com, or dnschecker.org. See if they flag anything in the DNS record as unfavorable. Are you Authenticated? Does SpamAssassin like you? Are you blacklisted anywhere? If they catch anything that could be improved on the back-end of your email service, it will show here and you can address it in Admin.
3. Check Email Deliverability settings in SFDC.
Also, check email deliverability settings in other Sales Engagement services that you forward emails through, like Outreach.
4. Are all emails sent being tracked? Are all prospecting emails being sent through Outreach? Are all emails to prospects in Opportunity being logged to SFDC?
5. Verify for clean data. How old is the contact information in the database?
6. Dig into the content of the emails. Ask questions like:
A little bounce is acceptable. If the bounce rate goes over 5%, then it’s time to investigate further.
You are going to want to start from the data source and work your way forward through each stage in the data journey to the transmission of the email itself.
Most of the stages in that process are controlled by Sales Ops, and so much of the work to resolve the current issue and prevent any future bounce problems is on you.
The last stage, when the Rep personalizes the email in the Outreach sequence (or any one-off emails), is still on SalesOps. You have to do your best to make sure best practices are communicated by Trainers, understood and encouraged by Sales Management, and followed by Reps.
Ensuring the technical administration of the tools follows best practices for email deliverability is vital. Equally important is that Reps don’t deviate from email best practices.
Finally, a little bounce is acceptable. If the bounce rate goes over 5%, then it’s time to investigate further.
First to Last in Data journey:
Make sure the Sales team is sending all emails through Outreach and that every email is logged in SFDC.
Inform the Sales team that if they notice that an email bounced to an address, don’t try sending it again. Have them check for these things first:
Once everything on this list checks out, then Report it to Sales Ops so we can start fixing it on our end.
Finally, just because the email isn’t being replied to doesn’t necessarily mean that the emails are going to spam. It may be that Sales isn’t being compelling in their outreach and no one wants to reply to their canned pitch.
It’s probably the Sales Reps fault their email isn’t being “delivered”. It is, it’s just that the Prospect doesn’t want to read it. The email sucks.
When that’s not the case and your Rep is not at fault, as a Sales Operations professional it’s your solemn duty to your organization to track down the real culprit: your stack needs to suck less.
Happy hunting!