You already know that your chat is a powerful tool to optimize your Customer Care efforts. But did you know it can also help you increase your contact base?
Enter Chat Subscription. edrone's chat feature allows you to easily collect a customer's name and e-mail while you have their attention.
In this article, we'll show you how to set up the automated e-mails they will receive after they agree to join your newsletter.
Before you can set up your Chat Subscription process, you need to have a chat in the first place. If you don't have one yet, or if your current chat is not yet set up to collect your customers' name and e-mail, click here for the article on how to set up your chat.
How to set up Chat Subscription
To begin, login to your edrone Mission Control and go to ENGAGEMENTS > CHAT SUBSCRIPTION. Make sure you have a chat before you set up your chat subscription!
Step 1: Choose who will get the automated e-mails
Here you will see three options to pick from:
Send if the customer exists and is "subscribed"
What does this mean? If your customer "exists", that means he is on your database. If he is "subscribed", that means he already receives your newsletters. If you select this option, you will be able to offer a special deal specifically for users who have interacted with you by chat.
Send if the customer does not exist or his subscription status is "unsubscribed" or "unknown"
If your customer "does not exist", this means he is not on your database yet. If he is "unsubscribed", this means he has been subscribed before, but opted-out of your newsletter. If he is "unknown", this means that edrone hasn’t collected the user’s subscription preference (whether he wants to receive your newsletters or not). This option is where the Chat Subscription really shines. By selecting this option, you can potentially turn an unknown (or lost) customer into a subscriber.
Welcome message: Check this option if you'd like to send a second e-mail after customers have opted-in (confirmed their subscription) on the first e-mail.
You need to choose at least one of the first two options. The Welcome message is optional, but recommended.
Click on the NEXT: LANGUAGE button, or select LANGUAGE on the progress bar on top of the page.
Step 2: Choose which language you will use in your scenario
On the LANGUAGE section, you will see on the left side an overview of your customers (audience size, number of languages, and most popular language).
Based on this information, you can choose whether you want to send your newsletters in only one language (Single language), or more than one (Multi language). You can send out newsletters in as many languages as you want.
Language information is collected automatically by edrone from your customer's browser language settings. This means that it is not linked to a specific location. For example, if a customer lives in France but their browser is set up in English, they will be considered an english-speaking customer.
Click on the NEXT: SENDER button, or choose SENDER from the progress bar.
Step 3: Sender information
Here, you will set up who is sending the e-mail: Name, E-mail, and Reply-to E-mail.
You can input new data, or choose from a predefined sender (for example, the same sender you have previously used in for other newsletters).
Click on the NEXT: DESIGN button, or choose DESIGN from the progress bar.
Step 4: Design your e-mails
Now comes the fun part: designing your e-mails! You will see our Drag 'n' Drop editor, where you can choose from several predefined templates, or easily create a new e-mail from scratch using a wide variety of sections and features.
On the top left part of your screen, you will see a tab for each language you selected on the LANGUAGE section. Everything you do here will be linked to each selected language, so be sure to work on each tab individually!
Just below it, there will be a button: CHOOSE MESSAGE TYPE. By clicking it, you will find a drop-down menu with each of the options you selected on the first step (Send if customer exists and is subscribed, Send if customer does not exist or is subscribed or unknown, Welcome message). Like with language, each version of your e-mail will be tied to each message type. So make sure to create an e-mail for each variation!
For example, if you chose Send if customer does not exist + Welcome e-mail, and Multi language in English and Polish, you will need to create four separate e-mails:
"Send if customer does not exist" in English (first e-mail to confirm subscription, in English)
"Send if customer does not exist" in Polish (same, but in polish)
Welcome e-mail in English (could be a similar welcome e-mail to the one you already use on your regular newsletter, or a brand new one)
Welcome e-mail in Polish (same, but in Polish)
IMPORTANT: CONFIRMATION BUTTON
It's important to include a confirmation button on your first e-mail ("Send if customer exists and is subscribed" or "Send if customer does not exist or is unsubscribed or unknown"). To do that, create a button, and select Subscribe on the Action type drop-down menu.
Work on one language first, and when you're happy with that version, just click COPY and then select another language and click PASTE. That way, you can easily translate your content while keeping everything else the same. This goes for the MESSAGE TYPE settings as well. For example, work on the Welcome e-mail in one language, and after you're done with that version, just COPY + PASTE that into the Welcome e-mail for each additional language.
Remeber to click on SAVE every now and then while you work on your e-mails, to make sure you won't lose your progress acidentally!
Click on COUPONS on the progress bar to continue.
Step 5: Set up coupons (optional)
If you want, you can include discount coupons on your e-mails. They can be Dynamic (each customer gets a unique coupon) or Static (all customers get the same coupon). We recommend using Dynamic coupons.
For either option, you will need to upload a CSV file with the coupons.
Your coupons will be tied to each message type, but not each language. That means you will need to upload a different CSV file for each message type.
Using the same example as before, Send if customer does not exist + Welcome e-mail, and Multi language in English and Polish, you would need only two CSV files:
One CSV for Send if customer does not exist
One CSV for Welcome e-mail
To advance, click on the button NEXT: RUN, or select REVIEW from the progress bar.
Step 6: Review and test
You're almost there! Now you just need to make sure everything is set up correctly.
If you want, you can send a test e-mail to double check. We recommend you do so.
All good? Then just click the RUN button, and your Chat Subscription is active!
Step 7: Monitor your Chat Subscription's performance
Now that your chat is working for you to collect new subscribers, you just need to make sure it is running smoothly and giving you the expected results.
In the REPORTS section, you can see how well your Chat Subscription e-mails are performing: Open ratio, Revenue, Number of orders, and many more metrics are available for you to interpret and use to optimize your results.
The main metrics will be shown on your Reports dashboard, but if you want even more information, you can click on the SHOW ADVANCED button on the bottom-left corner of your screen. This will show you 33 additional metrics.
And that's it! Enjoy your "new subscriber generating machine", and keep up the great work!
Need more help?
If you have any further questions about Chat Subscription, please do not hesitate to contact us at firstname.lastname@example.org