How to set up automated email campaigns and surveys with Handle CRM.
Handle allows you to set up automatic follow-ups to ensure you deliver a 5-star customer experience.
With this feature, you can:
- Follow up automatically whenever it suits your business interests and strategy
- Engage people throughout the sales process
- Increase your customer retention and satisfaction
- Customize the type and frequency of your follow-ups
- Assign your follow-ups to different departments
- Set multiple steps in your followup process
- Engage customers with surveys and get alerts when complete
- Increase collaboration between departments
How does it work?
Handle triggers specific actions based on the rules that have been set up.
Reminders, emails, surveys, etc., can be triggered when Handle checks your system’s database and spots a specific action. For example, a lead is stagnant, you’ve sold something, or you’re waiting on an order you’ve placed.
Once Handle sees the trigger, our automations will do the rest.
For instance, if you’ve sold an item, you can set up an automation to follow up with a call or email after a specific number of days.
You can also choose to assign this action to another department, ensuring the right people talk to your customer post-sale.
And the best part is that all of this happens automatically once we set up the rules that trigger the automations, so you don’t have to do anything post-sale. Handle does it for you.
How are people using this feature?
Some organizations found that having people from different departments follow up with a customer is a great way to gather key information.
This happens because customers tend to communicate differently with people in different roles. Their conversation with your after-sales rep might be different from their conversation with your parts and services person.
Apart from creating a more comprehensive customer experience, assigning your follow-ups to multiple departments boosts collaboration within your team and decreases competition between departments, smoothing out the whole after-sale process for everyone involved.
How do I use this feature?
There are four main areas when it comes to customer retention and satisfaction. And Handle’s automated actions — emails, texts, surveys, notifications and reminders for manual actions, and dashboard actions — can be used for any of them. (Examples are below.)
- Pre-Sale – A lead comes in and you follow up
- After-Sale – You want to follow up with your customer three days after their purchase
- Dates – Followup 90 days prior to warranty expiring
- Lifecycle – Engaging customers after purchase as they use the product
One of the most common uses of the automation feature is after-sale follow-up
This feature simplifies your follow-up processes by automating them to align with your post-sale rules and processes. It starts with what you want to follow up on, who needs to do it, and when you want it to happen.
You can set up any follow-up action you want to ensure you’re reaching out to your customer as often as you need to, by whatever means you choose, and with the right team member or department.
You can also put rules in place to add additional follow-ups after a specific amount of time.
For instance, if a warranty is running out after 24 months, you can trigger an automation to send a reminder to your customer 90 days before their warranty expires; and or you can automate a follow-up phone call three days after sending a post-sale email.
If you need to ask your customer any post-sale questions in a survey, we can put a template together to get all the information you need to take the next steps, which can be automated too. All the data ends up back in Handle so you can report out the changes.
How can I automate and configure?
The first step begins with mapping out your desired process. We have standardized templates but will need to identify your specific needs to configure things such as the flow and people responsible.
For example, you can choose to have after-sale records for all the pieces you sold within a transaction, or you can choose to create just one after-sale record for the whole invoice.
You can automate any type of follow-up you want, filter out certain types of sales, and you can configure it to happen within a specific timeframe.
The different stages and steps of this process are completely customized to your business needs, and thanks to our layout builder tool, you can customize your follow-up templates on the fly, making your whole post-sale process smooth and cohesive.