How ActiveCampaign makes use of our personal platform to coach clients and provide steady assist

As we mentioned earlier Nurture leads during the sales process is critical to keeping customers interested, and so is the customers who are successful after a conversion. You can’t expect customers to stay if they feel unsupported after they stop selling. It’s about keeping the customers you worked so hard to close, and in order to do so, you need to make sure that they feel like they are set up for success.

At ActiveCampaign, we pride ourselves on how much we love our customers. In fact, we’re a bit obsessed with their success because without our 150,000+ customers around the world, we’d be nowhere. We have gone so far as to offer the only customer success commitment of its kindwhich includes a satisfaction guarantee, a price lock guarantee, and more. We are committed to continued success and long-term growth for each of our customers, whether they use our Lite plan with 500 contacts or the Enterprise plan with 500,000 contacts or more.

As soon as a customer registers with ActiveCampaign, we take our job very seriously and make sure that every customer receives the tailored, hands-on training they need to get started right away. Once the onboarding phase is over, we provide ongoing support so that you have all the information and knowledge you need to get the most out of the Customer Experience Automation (CXA) and ActiveCampaign platform.

How ActiveCampaign ensures customer support and platform acceptance

So many B2B companies think that the customer lifecycle is a straight line with a start and an end point. But for us at ActiveCampaign we see it as an endless loop. Too often a customer converts, settles on the tool they bought, and then sits and twists their thumbs and wonders what to do next. Your customers won’t thank you if you pay them once they start paying you. That’s why we show you how we support our customers and help them grow into the business they have always dreamed of.

We keep saying that one size fits all for all platforms doesn’t help anyone, and the same goes for support and training. Although we have over 150,000 customers worldwide, we want to give each customer the opportunity to receive tailored training and onboarding. To this end, we offer a variety of start-up training and education as you begin your CXA journey.

Our Accelerated onboarding program is a 90-minute webinar hosted by ActiveCampaign team members with multiple sessions per week in English or other supported languages. In each session, the team focuses on the management and strategies of the main platforms so that each customer has ideas on how to apply what they have learned in their business. The instructors work within the platform to demonstrate first hand what is required for a successful CXA strategy.

Our platform has many functions, so 90 minutes is usually not enough for a customer. We understand that, and that’s why we offer our recurring Study room meetings! Although we are currently not traveling due to the global pandemic, our team was able to switch in no time and offer study hall courses virtually in several time zones and languages. Each session aims to delve deeper into areas of the platform such as automations, campaign setup, and contact management.

If customers want to learn more about the latest and greatest product and feature enhancements, they can either sign up for our free. Log In Product updates webinar, See that weekly highlights Blog or visit our regularly updated Release Notes. We pride ourselves on trust and transparency for our customers. To keep them constantly informed of the improvements we’re making to the platform, we regularly highlight certain features that they would find useful in their accounts. Our blogs and emails keep our customers up to date with detailed help documentation.

In order to promote these sessions and webinars and to get customers to come back, we track the registrants within the ActiveCampaign platform and send them future sessions on topics they are interested in that take place in their time zone to make it available for them on most convenient to make. Keeping track of small details like this shows our customers that we are here to help when it is convenient for them. Through integrations with Demio, Zoom, and Eventbrite, we can easily route information back and forth to improve each customer’s experience.

We continuously offer our customers relevant and current information and updates through maintenance sequences with our own ActiveCampaign e-mails and automations. Similar to our lead and trial maintenance flows, the content and order of the emails depends on who the customer is. Which sector do you work in? What products do they use or not? Do they integrate with third party tools? All of these questions help us determine what content should be sent and when, so our customers are always up to date and see what resources are available to continue their success with ActiveCampaign.

The recipe for successful customer loyalty

We don’t just offer great things Email templates to enable new customers to get started quickly, but we also have a whole Marketplace for automation recipes to quickly set up multi-level automation workflows. The Marketplace is a one-stop shop for ActiveCampaign customers looking for an automation template or inspiration for specific engagements.

These recipes are provided by our team here at ActiveCampaign, but over 200 are actually used by other clients, consultants, Integration partner, and more. We really rely on our user network to provide their expertise so our new customers can see that the recipes they put into their account are actually working and supported by companies like yours.

“Automation recipes have enabled me to reconnect with my audience. I was able to start with simple recipes and move on to more complex automations in order to better get in touch with my customers. ”

– Himanshi Munshaw Luhar, director of FoodieTrails

Within the marketplace, users can search and filter based on what they are looking for, regardless of whether it is an industry, use case (sales, marketing, support, etc.) or a specific platform function. If you are one E-commerce business, they would probably filter on the ecommerce / retail industry. Or, if you have a specific function in mind, you can select a filter for pages, abandoned cart or site tracking. A B2B company could filter out the software industry and add an additional filter level for the use case sales and CRM-specific recipes. Does the customer use a different language in their account? We offer recipes in French, German, Spanish, Portuguese, and Italian, and more are added every day so users around the world feel supported and prepared for success.

“In just three years we went from about 30 recipes to just over 750, that’s an increase of 2410%. We have evolved from a handful of simple everyday recipes to industry and application specific recipes and recipes for the most common integrations used by our customers. It is very important to us that every customer knows that we stand behind them. “

– Cody Lindley, Senior Marketing Manager, Marketplace

The most surprising thing about our recipe marketplace is that it is managed exclusively by an ActiveCampaign team member. Cody only started working at ActiveCampaign a few years ago when there were a few dozen recipes and has developed nearly two-thirds of the recipes available today. Would you like to learn more about the recipe marketplace and how it works? Check out Cody’s post to get started.

Just like our recipe marketplace, we understand that customers who are new to Customer Experience Automation (CXA) can start small and grow over time. And how fast companies grow is different for everyone. Whether the growth is fast or slow and steady, ActiveCampaign gives you the training, prescriptions, and ongoing support needed to get the most out of any customer engagement.