If a contact visits one of your help documents, they're looking for answers.
- How much does your service cost?
- How does it work?
- What are the biggest problems I might encounter?
- What other features are there that could help me?
The answers to questions like these can mean the win or loss of a purchase. Why stop at only giving them a help document? The only way to know if they found the answer they're looking for is to follow-up.
A follow-up message can mean the difference between a contact continuing to engage or leaving to find help elsewhere. When you send a follow-up message after someone visits a help document, you can make sure they have what they need.
The Help Document Visit Follow-Up Message Automation Recipe can take care of sending these automatically for you!
This automation recipe sends out a "Need any help?" email after a contact visits your help page. If they are already a customer, they get an email referral to customer support. If they aren't already a paying customer, they get an email inviting them to speak to a sales representative.
How does the help document visit follow-up message automation work?
Here's how the help document visit follow-up message automation works:
1. The automation triggers when a contact visits your support page.
2. The automation checks to see if the contact visiting the page is a customer or not. It checks to see if they have placed an order or not using the Total Orders field. Note that you can change the ecommerce field used to segment contacts here, like using Total Revenue instead of Total Orders.
3. After determining what kind of contact is visiting the support page, the automation sends a follow-up message to offer extra help. If the contact is already a customer, they receive an email referring them to your support team. If they aren't yet a customer, they receive an email inviting them to speak to a sales team member for more information.
4. After either email sends to the contact, the automation ends.
Step One NOTE: You can use an asterisk ("*") to create a wildcard URL so that a visit to any page in a directory triggers this automation.
What do you need to use the help document visit follow-up message automation recipe?
Just an ActiveCampaign account, site tracking, and a contact list!
