Designing a Reminder system in Gazelle all about sending the right messages, to the right client, at the right time. Establishing an effective rhythm is critical to building a successful 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 in the first 90 days using 2-3 different mediums (email, text, call, postcard). If they don't respond, 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
Aside from counting the number of times you contact a client, 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 "Annoyance Factor".
Using Contact Preferences
If a customer has a preference for one type of contact over another, then consider changing their "Contact Preference" or designing a Reminder that favors this specific contact medium, but don't abandon everyone else. If you rely too heavily on a single medium your effectiveness will decrease over time.
There are cases when relying on a single contact medium is appropriate (e.g. if a customer indicates they only want to get texts, never calls or emails), but this is rare. Most customers will appreciate a diversified approach to your reminder strategy.
How many Reminders should I use:
Your "Default" Reminder should utilize all of your preferred types of contact (email, text, call, postcards). Keep in mind, clients can only be assigned to a single Reminder at a time, you should consider designing additional Reminder if you identify a group of clients who have a common set of needs.
Design Reminders for a specific group of clients:
- Residential Clients
- Churches & Businesses
- Institutional Accounts
- Pre-Gazelle Customers
You can also create reminders for specific contact mediums:
- Full Slate (email, text, call, postcards)
- Email & Text Only
- Text & Call Only
- Call Only
- PostCard 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 (or a customer's criteria qualifies for more than one reminder), then you have too many and you should consider focusing your efforts.
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