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Campaigner: How can I send follow up emails to customers?

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Overview 



RepairDesk offers a Campaigner module that allows users to send follow-up emails and SMS campaigns to customers. These automated campaigns help in building meaningful relationships with customers and boosting business. In this article, we will explain how to set up and manage follow-up emails through Campaigner in RepairDesk.

Setting Up a Campaign

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


2. To modify a campaign, click on the "Edit" button.
3. To launch or discontinue a campaign, use the "Enable/Disable" toggle button.
4. To view the campaign report, click on the "View Report" button.






5. You can also view mail records in the RepairDesk Mailbox. Go to Settings > Outbox to see the sent emails. The mailbox allows you to filter emails based on customer email and time duration.





Creating Custom Campaigns

  1. To create a custom campaign, click on the "Create Custom Campaign" button.




2. A pop-up will appear where you can select the desired campaign criteria.



You can use the Campaigner module to follow up with customers after their repair jobs are completed, to thank customers for their purchases, to send out promotional offers, and to collect customer feedback.
The image shows the six different campaign criteria that are available in the Campaigner module:
  • Repair jobs follow up: This campaign criteria allows you to send follow-up messages to customers after their repair jobs have been completed. You can use this campaign criteria to collect customer feedback, to remind customers to schedule their next service appointment, or to simply thank customers for their business.
  • Repair jobs follow up-specific device: This campaign criteria allows you to send follow-up messages to customers about a specific device. You can use this campaign criteria to offer customers a discount on their next repair, to let customers know about a new service offering, or to simply check in with customers to see how their device is performing.
  • Sold Items follow up: This campaign criteria allows you to send follow-up messages to customers who have purchased items from your store. You can use this campaign criteria to thank customers for their purchase, to offer them a discount on their next purchase, or to let them know about new products or services that you are offering.
  • Sold Items follow up - specific item: This campaign criteria allows you to send follow-up messages to customers who have purchased a specific item from your store. You can use this campaign criteria to offer customers a discount on their next purchase, to let them know about new accessories or services that are compatible with their item, or to simply check in with customers to see how they are enjoying their purchase.
  • Airtime Sold Follow Up: This campaign criteria allows you to send follow-up messages to customers who have purchased airtime from your store. You can use this campaign criteria to remind customers when their bill payment is due, to offer them a discount on their next airtime purchase, or to let them know about new airtime promotions that you are offering.
  • Campaign Review: This campaign criteria allows you to collect customer feedback on their experience with your store. You can use this campaign criteria to send customers a survey after they have completed a repair job, purchased an item, or used your service.
To create a campaign in the Campaigner module, simply select the campaign criteria that you want to use, create a message template, and schedule the campaign to send. You can also customize your campaigns to include specific customer data, such as the customer's name, the device that they had repaired, or the items that they purchased.
The Campaigner module is a valuable tool for businesses of all sizes. It can help you to automate your marketing and customer service efforts, and it can help you to build stronger relationships with your customers.
Here are some examples of how you can use the Campaigner module to send automated email and SMS campaigns to your customers:
  • Send a follow-up email to customers after their repair job is completed. In the email, you can thank the customer for their business, ask for their feedback, and offer them a discount on their next repair job.
  • Send a follow-up SMS to customers who have purchased a new device from your store. In the SMS, you can welcome the customer to the family and offer them a discount on their next accessory purchase.
  • Send a promotional email to customers who have purchased airtime from your store. In the email, you can offer them a discount on their next airtime purchase or let them know about a new airtime promotion that you are offering.
  • Send a survey email to customers after they have completed a repair job, purchased an item, or used your service. In the survey, you can ask customers for their feedback on their experience and how you can improve your business.
The Campaigner module is a powerful tool that can help you to improve your customer communication and marketing efforts.

Further Information

In repair jobs follow up campaign, you will see this screen;




Here 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.




By default every campaign comes up with default template




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 campaign report:
1. Click on the "View Report" option after creating the campaign.



2. You can track email responses by clicking on "Report on Opened Emails" or "Report on Clicks." These reports show customer email addresses, opened email counts, first and last names, and timestamps.
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.

FAQs

Q: Can I set custom days for a campaign?
A: Yes, you can set a custom number of days by selecting the "Custom" option from the time duration list.
Q: Can I customize the email/SMS content?
A: Yes, you can customize the content using the provided template editor and macros.
Q: Can I select multiple campaign criteria simultaneously?
A: Yes, you can select multiple campaign criteria at the same time.
Q: Is it possible to set a campaign against multiple devices and sold items?
A: Yes, you can select multiple devices and sold items when setting up specific campaigns.
Q: When can I send a "Review Campaign" through SMS/email against an invoice?
A: You can send a "Review Campaign" through SMS/email when the invoice is paid, the customer has a phone number/email address, and SMS integration is enabled.
Q: Once I enable a campaign, will it work for all my stores?
A: No, the Campaigner module works store-wise. You have to enable the required campaign separately for each store.
Q: Is it possible to test a campaign once it's enabled?
A: Yes, you can test a campaign before sending it to ensure that emails and SMS are being sent correctly.
Q: When can I send a "Review Campaign" through email/SMS against an invoice?
A: You can send a "Review Campaign" through email/SMS when the invoice is paid, the customer has an email address/phone number, and SMS integration is enabled.

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