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How to Send Follow Ups

“While getting people to pay for a product is important, the real money is in the follow up.” – Forbes

Overview

Follow ups are a great way to provide a great customer experience, get repeat business, and solicit feedback. 


Step 1: Make a Plan

Mapping out how you want to handle follow ups will make implementation easier.

  • Be genuine

  • Show appreciation 

  • Get feedback (e.g. how are you liking your new skincare?)

  • Include a call to action (e.g. ready to reorder? Willing to post a product review?)


Step 2: Choose Your Format

You can send your follow up as a:

  • Single message sent one time

  • Drip campaign sending a series of messages over a period of time

  • Bot sent one time

Single message follow ups can be saved as a template in quick responses. Learn more here.


Step 3: Schedule Your Follow Up

There are three ways to schedule a follow up.

How to Schedule a Follow Up for an Order

Once an order is created, and you’re ready to schedule a follow up: 

  • Click on Orders in the left navigation

  • Click on the name of the order you want to schedule a follow up for

  • Click on Follow Up

 

  • Create a new follow up

    • Send Message

    • Run Bot

    • Run Drip Campaign

  • Select your service

    • Shout to Shout

    • Customer Service

    • Marketing

    • Facebook

 

  • Select when the follow up will be sent

    • After Event (e.g. Paid, Delivered)

    • Schedule

    • Send Now 

 

  • Click Save

Here you can also view existing follow ups associated with this order.

How to Schedule a Follow Up for a Package Shipped

To send a follow up for a package shipped without an order attached to it:

  • Click on Shipping in the left navigation

  • Click on the name of the person you want to send a follow up to

  • Click on Follow Up

  • Create a new follow up

    • Send Message

    • Run Bot

    • Run Drip Campaign

  • Select your service

    • Shout to Shout

    • Customer Service

    • Marketing

    • Facebook

  • Select when the follow up will be sent

    • After Event (e.g. Paid, Delivered)

    • Schedule

    • Send Now

  • Click Save

How to Schedule an Independent Follow Up Message

To schedule a follow up message that isn’t linked to a particular order or shipment:

  • Click on Automations in the left navigation to reveal a dropdown menu

  • Select Scheduled

  • Click on Individual Messages or Group Messages

 

  • Click on blue + in the top lefthand corner

  • Select the name or group you want to follow up with

  • Select the service you want to send the message from

  • Draft your follow up message, or access a follow up quick response

  • Click on the Clock icon 

 

  • Set Time

  • Click Schedule

  • Click Send

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