Prompt, amazing customer service is a must today. If you don’t have it, you might as well stop what you’re doing. Seriously, it’s that important.

Don’t believe me? Here are some interesting stats:

• By 2020, customer experience will overtake price and product as the key brand differentiator.
• News of bad customer service reaches more than twice as many ears as praise for a good service experience.
• 91% of unhappy customers will not willingly do business with you again.

So how do you provide amazing customer service, before your users and customers ask for it…automatically?

With trigger-based emails and text messages.

Here’s how you set it up two preemptive customer service messages.

Email Someone That Gets “Stuck” in Your App or Website

There’s always going to be customers that get confused by things in your app or on your website. No matter how many help videos, FAQs, or improvements to your user experience you make, this will happen. And it’s ok, because you have smart emails 😉

Before the customer has time to email a question to you, you can set up an automatic email to go to them as soon as you notice they’re having trouble.

Simply set up a trigger on your website or in your app to detect when someone’s having problems.

You can do this by saying, if someone spends more than :30 seconds on our account page (which we will pretend for this example is twice as long as others spend on the account page) then send an email to ask if they need help.

The email could look something like this:

Hey {{Customer FirstName}},

Can I help you change something on your account settings page? We have this FAQ question http://fakeli.nk that can walk you through a few things, but I’m also available to help if you need me. Just hit reply and let me know, I’m here to help!

-Ashli @ Autosend.io

Text Your Customers When they Visit Your FAQ

What if you could automatically reach out to your users and customers that are looking around on your FAQ page for help on a specific question?

It’s possible if you set up a trigger-based text message.

All you have to do is set up a trigger on your FAQ page to text a customer when they view a question.

But instead of sending a general text, asking if they need help, you can detect which question they looked at and AUTOMATICALLY send a text to further help them with that exact question.

The text message would look something like this:

Hey {{Customer FirstName}}, I see you may need help with {{data FAQviewed}}. Here’s a video on that exact topic http://fakeli.nk. You can also just text me back with any questions. Let me know.

You can even make it more targeted and only trigger the text message to send when someone visits your FAQ page on their mobile device. That way, you know they’re on their mobile device and more willing to text with you.

So that’s just two ways you can automatically reach out to your customers and users before they ask for help. There are plenty of other creative ways to set this up.

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