Automating a Customer Enquiry Process Using ActiveCampaign
I’ve just finished a great project for a client.
I was asked to help set up a new system to handle bespoke customer enquiries using ActiveCampaign. As a Marketing Automations specialist who loves to work with ActiveCampaign, it was right up my street!
The aim of the project was to improve the efficiency of the team and the overall customer experience. Their current system was extremely labour-intensive and time-consuming. Often leads were not being followed up on, resulting in missed opportunities and money being left on the table.
After discussing the project with the team, I began by mapping out their existing workflow to fully understand their goals and their wish list for a new system.
I started by swapping their initial enquiry form to an ActiveCampaign form. I linked this to an automation that would alert the team to the new enquiry and send a confirmation email to the contact, acknowledging receipt and outlining the next steps.
This is a really simple and effective way to show great communication and helps to set customer expectations from the start.
An added bonus was setting up an automation to add a Trello card for the new enquiry, this saves the team from having to create the card. They really wanted to continue to use Trello as they love the visibility it gives them of where each lead is in the process.
"Thank you for the automations to Trello, they are perfect 😊 saves a lot of time."
The next stage in the process was preparing the quotation. As their product is bespoke to every customer this remained a manual process.
I designed another ActiveCampaign form to send the quotation to the customer. I kept this simple and user friendly by only asking the team to input the contact’s email address and a URL to a read-only PDF.
Once this form was submitted the contact entered an automation which sent the initial quotation and 3 follow up emails over the following month, which would stop if the contact responded, or opted out.
Sprinkle in a little bit of ActiveCampaign magic, such as a date calculation here and populating a Gsheet there, and… hey presto! A simple, yet very effective way to streamline a labour intensive process, ensuring that leads were followed up without the need for additional staff, whilst still providing an excellent personal service to the end customer.
If you are a busy business owner and you’d like some help to streamline processes, save time and make more money. Contact me to see how I can help.
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