Don't assume someone has committed to your product just because they sign up. It's far more likely that they're just trying it out. Now that your customers have had time to assess things, they’re sure to have questions. It's important to check in on them a few days after they join to let them know you’re there to help. 

When to follow up with customers 

  • A few days after they sign up - Typically your filter would be something like 'Signed up less than 4 days ago'. 
  • Or after they use your product a few times - Your filter here would be something like ‘Web sessions is 3’. 

What to say 

Your follow up message should let your customers know that if they have any questions you’re always happy to help. You can do this in a few different ways:

  • A good follow-up message might invite your customers to a demo of your product where you could answer any questions they have, live
  • Or if you want to be extra personal, you could invite your users on a 1:1 Skype call where you’ll talk them through your product. 
  • You can share useful links at this point too. For example, you could link to a relevant doc or blog post that will help your users. 

Pro tip: Remember to exclude users who’ve done the thing you’re asking them to do, e.g. if you’re inviting users to a demo, be sure to exclude customers who have already attended the demo. Your filter here would be something like ‘Demo attended is false.’ 

Write your next message

Now that you’ve followed up with your users and provided the help that they need, it’s time to convert them into paying customers

If you're just getting started with messages, you might be interested in the series of message templates we put together over on our blog. They'll to help you get your messaging strategy off the ground. Check out the guide now

You can also learn how to automate your customer engagement in our upcoming webinar.

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