How to create an outreach cadence that works for your business (for Admins or Managers)

An effective outreach cadence is greatly dependent on the industry, product/service you provide, customer profile, and customer lifecycle specific to your business. However, here are some general rules of thumb that will help you create an effective outreach cadence:

Identify the critical touchpoints in your customer journey

Reflect on your standard customer journey and determine the key touchpoints that could involve engaging with your customer over texting. ‍

Is it 3 days after they purchase a new product or sign up for a new service?

Would a 3 months check-in be beneficial?

Is it just before they are due for a renewal?

‍Figuring out when it’s best to reach out to your customer is the first step of creating an outreach strategy. 

Are in-depth discussions or in-person meetings needed? ‍

TextKit can be used as a starting point or reminder for customers to set up appointments with you (either phone calls, video calls, or in-person meetings) for a more in-depth discussion. By reaching out via TextKit to schedule an appointment, you are much more likely to get a response from the customer and confirm a meeting time more quickly (especially if you send them an appointment booking link). 

Post-sales follow-up

‍Making new sales is important, but it’s equally important to make sure your customer is happy with a new product/service. You can do this by sending a post-sales message to see if they have any questions about the new product/service, and ensure that they are happy with the choice they made. Following-up with a customer even after a sale is done shows that you hope to have a positive, long-term customer relationship with them! 

Check-in before a renewal or upsell opportunity‍

Although reaching out to a customer when they are due for a renewal or eligible for an upgrade is important, it’s also a good idea to check-in before these key touchpoints to ensure that they are still happy with your products/services. This gives you more time to resolve any issues or turn a negative relationship into a positive one before you approach them to renew or upsell. 

Share knowledge and updates

‍If you want to build positive, ongoing customer relationships then it’s going to require regular engagement. You can engage customers regularly by sharing useful information with them such as product/service updates, how-to guides, tips and tricks, webinars, policy changes, etc. The content you share should help them optimize the products or services you offer.