Use Case - Customer Onboarding (Tutorial)

Transcript

Welcome! In this video, I will walk you through the customer onboarding use case. The example I’ll be using is Luma, a wellness and yoga company that sells apparel as well as offers yoga retreats and classes. The objective for this customer onboarding journey is to enhance the members’ experience with the brand, to increase loyalty and ultimately brand interaction. So, our target audience is the new loyalty member who has just joined the loyalty program. We will be delivering personalized content in form of email and ideally SMS with a call to action to download the app. Now let’s take a look at the journey and how this journey is built. You can see here I have pre-prepared the journey. We have our new loyalty member event that we’re listening to. It’s an audience qualification. So, this audience qualification basically listens for a member qualifying entering into an audience. So, we have our Luma Blue Luma members audience where a member who registers for the program, they qualify for this audience. It’s a streaming audience. So, we’re listening for the entry of a profile into this audience. When the profile enters the audience, they receive a welcome email with a call to action to download the app. Once we’ve sent this email, we will start listening to this unitary event. This event has been created specifically for our use case and for our specific app. It’s a unitary rule-based event and it listens if the app is installed and the first time opened. If this happens, we will end the journey for the user. If not, we’ll listen for one day. So, we’re defining an event timeout. We have a timeout path which kicks in. If after one day this event has not been triggered, then we continue the journey. We check if we have the mobile number on the profile and if we do, if we have the consent to contact this profile via SMS. If we have that, we can contact the profile or the customer with SMS. In any other case, the number is not available or the number is available, we don’t have consent or we don’t have consent. And if the number is not available, any of the other cases, we define an alternative path where we send an email. Now, let’s create some content for this SMS because we can add a link directly to be able to download the app from the SMS. So, let’s go in and edit the content.

Now, I only have a download the app in there. This is obviously not the SMS content that I’m going to use. And to make my life a bit easier, I am going to use the AI assistant to help me create the content. So, you can either click here or we can click here. I’ll click here and now you have the AI assistant user interface. I can use the original content which I’m not going to do because it’s a bit short. And then I’m going to create my own prompt. We do have a prompt library here. Let’s see where you basically have certain prompts that are commonly used like an appointment reminder, feedback requests, event invitation, loyalty program, promotion in this case. But we don’t want to promote the program that you already joined. Product introduction and limited time discount. So, these are some commonly used prompts where you can reuse them. Click on try this prompt and just enter the variables that we have here. But in our case, I have a very specific request. Let me paste my prompt in. I prewrote it. So, I would like to welcome the user to the Luma loyalty program once again and prompt them to download the app. I can set the text settings so I can define the communication strategy since this is already our second reminder or second touch point. I’m going to use the strategy form. The language that the AI assistant supports is currently English. Other languages will be added. If you need to add languages, you can actually use the multilingual functionality to have these SMS translated. And let’s select the tone. And I think I would like to have persuasive. Okay, I’m really pushing. I’m really pushing. Fear of missing out and persuasive tone. Let’s see if we can get our customers to download the app. I can decide if I want a shorter or longer text. Obviously, for a text message, I do prefer a shorter text. So, let me see everything. I could add brand assets, but I’m not going to add these today. And let me just generate and see what the system comes up with. So, the AI assistant is generating several variations. We have here welcome to the Luma loyalty with some emojis. Here is one that also foresees the app link, which we can add here as well anytime. So, there’s several variations. I am just going to… I like this. I’m… a bit of my emojis, not too many. Let me apply this. This is great. What I can also do, by the way, is if I go into preview, you do have right next to you, you have the prompt and you can play around with the variants. You can change the prompt, regenerate, etc. And you can also tell the system, hey, this is a good response, this is a bad response. There’s a legal issue here, for example. You can also refine, you can rephrase it, tell them what you would like to refine, change the tone, etc. So, you can really fine tune the messaging that the AI assistant offers you here. Nonetheless, I’m just going to select this variant. And what I need to do now is I need to add the URL. And I can do that by simply clicking on this little icon here and I get my normal editing options. So, one thing that I would like to do is actually I do want to add some personalization. Okay, so I have my first name here and then the app link I would like to add the URL. I have a dynamic URL, so I will just let me see link URL here or I can have a hard coded URL. That’s absolutely fine. Okay, and we have our SMS. Now, of course, you can experiment with it. You can simulate the content. Okay, so that’s our SMS. And then similar for the email. Again, we have the content here. And this email was also generated using the AI assistant. I put a bit of personalization in there again. With an SMS, you get the user right on the device. With an email, nowadays you might. Many people check their emails on their phones, so this button here is absolutely fine. What you can also do to capture your customer where they’re at, if they are on their desktop computer or their laptop, you can add the button here with the link as well as maybe add a QR code so that again they pull up their phone and then they have the app directly on their phone. Okay, that’s our journey. Thank you for watching.