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How can I send follow up emails to customers?

← Customers
RepairDesk allows users to send follow up emails and SMS in the form of campaigns. These automated emails/SMS will be sent to customers, allowing you to automatically check upon them.

RepairDesk's Campaigner Module will help you to follow up on customers after their repair jobs have been completed.

It's a great marketing tool, enabling you to boost your business by building meaningful relations with customers. 

How to Setup Follow Up Emails through Campaigner?


Setting Up Campaign

1. On the main screen click on Campaigner from top navigation menu. 


2.  By default, the following campaigns are available

  • Review Campaign: To take a customer’s feedback regarding their experience in your store.

  • Repair Job Follow Up: To follow up with your customers for their feedback and reviews or simply to remind them to come again.

  • Airtime Sold Follow Up: If you have recharged any customer's account and want to give them a reminder when their bill payment is due, choose this template.

  • Sold Items Follow Up: If you sold accessories and want to thank everyone who purchased something or offer them a discount on their next purchase, choose this template.  


3. To modify a campaign, click on the Edit button.

4. To launch or discontinue a campaign, click on the Enable/ Disable toggle button. 

5. To view the campaign report click on the “View Report” button. 

               

6. You can also view mail records in RepairDesk Mailbox. Simply click on Settings icon > and click on Outbox

          


And here you'll be able to see the sent emails.
         
            

You can also see the email status and the emails can be filtered based upon Customer Email and Time duration.

Creating Custom Campaign
To create the custom campaigns, click on the "Create Custom Campaign" button.



You'll see the following pop up from here you can select the campaign of your choice.

                  

The details of each of these criteria are discussed below

1. Campaign Criteria: Review Campaign

This criterion relates to sending Emails and SMS to customers for asking feedback regarding their experience in your store.

a. To set up this campaign click on create custom campaign “Campaign criteria: Campaign Review” from listed criteria options and hit the Next button.  

                                     

b. You will get the following screen displayed.

      

 where you can enter the following details:

  • Campaign Title: Enter the campaign title here. By default, the campaign title is “Review Campaign”.

  • Action Time: This criterion defines when the SMS/email will be sent to the customer. By default, the selected option is “Manually send when the invoice is paid” it means it is action-based and you would have to send it manually when the invoice is paid.

  Note: The “Review Request by SMS” button will only appear when any SMS integration is enabled.

But if you select the option “Automatically send based on selected duration” then you will see an

additional option to select the duration.

     

When you select the duration then Email/SMS will be sent to the customer within the selected duration.

  • Campaign Medium: Select the “SMS”, “Email” or both to send the review campaign.

  • Subject: Enter the subject for the email.

  • Send review to a customer only once: If you enable this trigger then a review will be sent only once to the customer.

c. By default we have provided you the following email template that will be sent automatically on activating the campaign.

d. To include the review form click on the “Write a Review” and you’ll see the following pop up 

         

e. We have also provided you with the default SMS content.

f. The above-given templates are customizable you can also include your preferred tags.

g. Once you hit the “Save” button, the campaign will be saved and every time when you run the campaign, follow up SMS/Email will be sent to customers according to the selected “Action Time” criterion.

Note: To send SMS, you must make sure that SMS integration is enabled.

To send the Review Campaign follow these simple steps:

1. If you selected “Manually send when the invoice is paid” as the action time then when the invoice is paid from POS you’ll see two buttons is “Payment” pop up

  • “Review Request by Email” click this button to send the review campaign by email.

  • “Review Request by SMS” click this button to send the review campaign by SMS.

 

Note: The “Review Request by SMS” button will only appear when any SMS integration is enabled.

2. You can also send the review campaign by going to the “Repairs” > “Manage Invoice” section. Search the invoice > Click on Action > You’ll see the “Review Campaign” option.


Note: “Review Request by Email” and “Review Request by SMS” buttons will appear when the customer having email and number is added to the invoice, and the invoice is fully paid.


2. Campaign Criteria: Repair Jobs Follow Up

This criterion relates to sending follow up email/SMS to all customers who have visited the store for getting their device repaired.

a. To set up this campaign, choose Campaign Criteria: Repair Jobs follow up from listed criteria options and hit Next button.



b. You will get the following screen displayed where you can enter Campaign Title, Duration, Subject and choose campaign medium. 


c. By default we have provided you following email template that will be sent automatically on activating the campaign. 

 


d. Once you hit save button, the campaign will be saved and everytime when you run the campaign, follow up SMS/Email will be sent to customers that have visited the store for repair during specified period.





Note: To send SMS, you must make sure that SMS integration is enabled.

3. Campaign Criteria: Repair Jobs Follow Up-Specific Device
By setting up this campaign, you can send follow up email/SMS to the customers filtered by device. To set up this campaign, please follow the step by step guide below.

a. Select the option campaign criteria: repair jobs follow up-specific device from the available campaign options.



b. You will be directed to the screen shown below where you can setup campaign title, duration, device, subject and follow up SMS/Email.


c. By default you will have the following email template. 




d. Enter the SMS/Email content and hit Save button. Everytime when you run the campaign, the set content will be sent as follow up email or SMS depending upon your chosen options.

 

 Note: To send SMS, you must make sure that SMS integration is enabled.  

4. Campaign Criteria: Sold Items Follow Up
By choosing this criteria, follow up email/SMS will be sent to customers who have purchased accessories during the defined period. To learn, how this criteria works, please follow the steps below.

a. Select  Sold Items Follow Up as campaign criteria and hit Next. 


b. Enter campaign title, duration, campaign subject and choose campaign medium.




c. By default you will get the following email template. 
  

d. You can setup the email content and hit Save button to save the campaign. 
  

Your campaign is ready to run !

 Note: To send SMS, you must make sure that SMS integration is enabled. 

 4. Campaign Criteria: Sold Items Follow Up - Specific Items
 
a.To set campaign against sale of some specific items,select the campaign criteria and hit next.
 



b. Select campaign title, duration, items, subject and campaign medium.



c. Following email template will be displayed by default which you can edit using FCK editor or template editor.


d. You can enter SMS content here and hit Save to save campaign. 
 

Note: To send SMS, you must make sure that SMS integration is enabled.    

Campaign Report


To view the report, click on the "View Report" option after creating the campaign. 

      

The report has following components
  • Campaign Title: Title that you have created while creating a campaign
  • Date and Time at which the campaign was created.
  • Open Rate: Ratio of emails opened against the number of emails sent. For example if you have sent two emails and customer has opened only one of them, then open rate will be 50%
  • Click Rate: Ratio of links clicked (sent in an email) against the ratio of total links sent. For example if you have sent two emails and each of them have two links. Customer has clicked on only one link then click rate would be 25%.
  • Opened: Number of emails opened
  • Clicks: Total number of links clicked
  • Bounced: Total number of emails bounced



Mail Tracking

With our updated Campaign Module, you will have the facility to track the mail responses made by the customer. To do this, you can view open and clicks as shown below.

Report on Opened Emails




By clicking this option, you will get the following report displayed. It shows the email address of customers alongwith opened email count, first name of customer, last name and date and time at which the email is opened last time.




Report on Clicks
Similarly to view clicks against each URL sent in the email, you can track their status by clicking on Clicks as shown below.




By clicking on this link, you will be directed to clicks report as shown below which will show you the total count of clicks made on each URL as well as unique clicks that each customer has made on URL. 





FAQs
Q. Can I set custom days against the campaign?
A. Yes you can set custom days against a campaign by following the steps below.

1. Select Custom from the list of available time duration. 



2. Enter custom number of days 




Q. Can I customize the email/SMS content?
A. Yes definitely you can customize the email/SMS content using our template editor. You can just copy and paste the available macros from the list provided and put it in a place where you want that parameter to appear in email/SMS content. 
Q. Can I select multiple campaign criteria at the same time?
A. Yes you can select multiple campaign criteria at a time.
Q. Is it possible to set the campaign against multiple devices and sold items?
A. Yes it is possible to select multiple devices and multiple sold items while setting up Sold Items Follow Up-Specific Items and Repair Jobs Follow Up-Specific Device campaign. 
Q. What's the criteriaon for setting a campaign against sold items?
A. Campaign against sold items works only for customers who have fully paid their invoices. 
Q. Is it possible to test the camapign once it's enabled?
A. Yes definitely. Once you enable the campaign, it will give you an option to test the campaign to make sure that email and SMS are sending against the test criteria and you can proceed without any doubt. 
Q. Once I have enabled a campaign, will it work for all my stores?
A. No, the updated campaigner module works store wise. You have to enable the required campaign against each store separately. 
Q. When I can send “Review Campaign” through SMS against an invoice? 
A. When “Review Campaign” and SMS integration is enabled and the invoice is paid plus the invoice is made agaist a customer having phone number then you can send “Review Campaign” through SMS.
Q. When I can send “Review Campaign” through email against an invoice?
A. When “Review Campaign” is enabled and the invoice is paid plus the invoice is made against a customer having email address then you can send “Review Campaign” through email.


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