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June 2002

Computer / Automation Technique
Autoresponders Part 2
More techniques

In Part I I told you about simple and sequential autoresponders.

In Part II I'll tell you the strategies I use to write follow up autoresponder messages to help you gain much higher levels of customer satisfaction and to make more money.

I use the sequential autoresponders in http://www.kickstartcart.com for the following purposes:

  • Free Ecourses

  • Paid Ecourses -- Coming soon

  • Customer Service

  • Reduction of "Buyer's Remorse"

  • Customer Upsell

  • Reduction of my hassle

This articles will focus on the last four items.

Customer Service

Customer service online needs to be better than in a face-to-face transaction. There is no personal interaction involved unless the customer has to call for something or you call them. This makes many customers very nervous. They are sitting at home wondering if they did the right thing by ordering. In many cases they are wondering if the transaction went through at all.

I want them to hear from me right away. I want them to start to feel like "hey this guy didn't just disappear with my money."

Buyer's Remorse

A typical problem in both online and off line sales is buyer's remorse, i.e., the customer is thinking, "Gee, I wish I hadn't bought that. I really didn't need it. Maybe I shouldn't have spent that much, etc."

Strategy

Part of my strategy in using sequential autoresponders is to start that feeling in the customer that I didn't just run off to a cyberresort with their money and sip cybermint juleps while they are trying to pay off their credit card.

At the same time I am giving them the feeling that purchasing from me was a good deal and that they made the right decision by purchasing and that they do need what they bought and that it was perfectly fine spending what they did  . . . in fact it was dirt cheap."

The rest of the strategy has to do with the fact that I'd never make these follow-up contacts if I had to do it by phone or even by email. I'm just too busy searching out new business all the time. Using http://www.kickstartcart.com 's sequential auto responders allows me to multiply myself and get the job done that I'd like to do, but wouldn't normally have time to do.

Also, a significant part of this whole deal is to use the sequential autoresponders to upsell the customer to additional related products based on what they have already purchased.

My Formula

Just like anything else you have to be careful not to abuse the power of autoresponders. What I do is give at least three customer satisfaction type messages before I do an upsell message. If you hammer people to buy, buy, buy they will quickly get sick of you. Most autoresponders give the person a link to click on if they want to stop the messages. Hardly anyone every unsubscribes from my messages because they are so service oriented. Plus I usually throw in usage tips for whatever they bought.

I usually give a couple autoresponders in the first few days and then space them out further.

Here's an example of the sequence I use for the autoresponder series people get when they buy the "Wake 'em Up Video Professional Speaking System"

Message 1     Same day they purchase

Message 2     Next day after they purchase

Message 3     Five days after they purchase

Message 4     9 Days after they purchase

Message 5     23 Days after they purchase

Message 6     37  Days after they purchase

I am going to give you the actual messages I use next issue, but if you really want to get started writing your autoresponder messages you can look at mine by sending a blank email to:

mailto:tomantion-8971@autocontactor.com

Oh, and one other thing I use my sequential autoresponders for is to send phone number, PIN numbers, and instructions when I do teleseminars. My http://www.kickstartcart.com system gives the attendee a custom thank you page where they can download their handout and get their telephone numbers and then the autoresponder kicks in to give them the numbers and instructions again in case they lose the thank you letter. This has reduced my hassle enormously when I throw a Telephone Seminar. Most of the people won't lose both documents. I've handled as many as 600 attendees with no administrative help.


More automation techniques:

  • Want to type the same word over and over in Microsoft word? Here's how to do it. Type the word. Then hold down the "alt" key while hitting the "enter/return" key over and over. Go ahead and try it.

  • Want to remove all the character formatting like Bold and Italic from a block of text? Highlight the text. Hold down the "ctl" key while hitting the space bar.

  • To put in the TM symbol, copyright symbol or Registerd symbol in Microsoft Word hold down the "ctl" and "alt" keys and hit T, C or R respectively.

Upcoming topics for this section

  • Organize your email

  • Reduce the impact of SPAM email

  • The greatest keyboard shortcuts

  • Respond to emails while you sleep with autoresponders

  • Using templates so you never have to reinvent the wheel

Back to June 2002 Index page

 

 

 

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