Designing a Reminder system is all about sending the right messages, to the right client, at the right time and establishing an effective rhythm for your reminder cadence.
How often should I contact my customers?
Once a client is due for service, you should try to contact them 8-12 times using 2-3 different mediums (email, text, call, postcard). If they don't respond within 90 days reduce the frequency and use strategic "pauses". Pausing and resuming reminders every couple of months is far more effective than stopping all contact after X attempts.
Balancing Email, Text, and Phone Calls
Balancing the contact medium is important. For instance, never send a message using the same medium more than 2x in a row. If the client has received two emails in the last 10 days (but they have not responded) then the next point of contact should be a text, phone call, or postcard. This helps increase the effectiveness of your reminders and decrease the likelihood your message will be treated like background noise.
Using Contact Preferences
If a customer has a preference for one type of contact over another, then change their "Contact Preference" in Gazelle or design a Reminder that favors this specific contact medium.
How many different groups of Reminders should I use:
Your "Default" Reminder should utilize all of your preferred types of contact (email, text, call, postcards). If you identify a different group of clients who have a common set of needs then consider creating a separate reminder for them.
This can include clients who are:
Churches & Businesses
You can also create reminders for specific contact mediums:
Comprehensive (email, text, call, postcards)
Email & Text Only
Text & Call Only
Pro Tips & Tricks
Be careful not to over design you outreach efforts. Keep it simple and remember, "Confuse you lose" applies to both you and your customers. If you have a ton of different Reminders and you can't figure out which one you should use, then you have too many and you should consider focusing your efforts.
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