Helpshift Tutorials - Campaigns

Helpshift

Digital customer service platform and ticketing system

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Helpshift Tutorials - Campaigns

Video Transcript

Speakers in this video: Jimmy (GetApp) and Adam (Helpshift)

Adam: Now another great new product we’ve done is called Campaigns. This is going to be adding a whole new element to our current product and support system. Essentially with support as you know it’s very reactive. The only way a company, an app can talk to a user is if they write them first. If there are FAQs with everything it’s pretty low. But what if you want to engage certain users and target them and reach out to them? “Hey I’d like to hear your feedback about this new product I’m thinking. Or we’re launching a new version. Do you want to be on the Beta group?” or “hey you’ve haven’t logged into the app in 10 days“

Here’s a coupon code. Or maybe you left some items in your cart. How do you engage with those users? You can’t with just our support product that’s why we build Campaigns. As you can see here this is our campaigns product. It’s really great. We call it proactive support. We want to get ahead of what’s going to be a problem. It’s all about user experience and it’s about efficiency and cost savings from a team perspective.

You can have some preset templates which we’ve done feedback ratings. You can share announcements. Maybe “Hey we’re experiencing high volume in this area just letting you guys know.” Or “hey read this FAQ.” We’ll start with a blank campaign here. If you use any sort of automation product before or marketing product or email marketing product you’ll see how this looks. It’s very similar, a little different. For my campaign I’m going to choose which app it’s for.

Now it’s a live preview what’s on iOS and android how it will look, the notification. Here’s my text. I can write up to a hundred and fifteen characters. It’s a little less than a tweet. I can make a primary action on the notification. I can make it launch the app open a deep link, maybe certain section of the app. For instance, if I want to reengage people who’ve abandoned their shopping cart come back to the shopping cart. I put in my Deep Link scheme in here and it works just like that by tapping the notification.

Another great thing, I can open up a certain FAQ article, maybe number 13. Maybe the user left off an application process right where it said ‘Input your credit card’ [inaudible 00:02:47]. How do you get them back? Well with this, you can send them a push notification saying, “Hey you forgot to do your credit card. Here’s an FAQ article on how to input it”, help them out. It’s about educating and onboarding so really seen a lot of customers use this in multiple different ways. I’m engaging VIP customers to improving signup flow to retargeting people who have left applications for this.

You can open an FAQ section as well and then the other thing is a conversation so that’s our new issue. That’s a new ticket being filed. So for feedback, “Hey we’d love to hear what you think.” Click that start new conversation. So immediately we’re reaching out to certain users along if it contacts you making it much easier experience. You can also do various notification triggers because with iOS and android now you can have a notification button. It’s a separate action so you can do a ‘Shop now’ button, multiple different things. Here’s the great part is the segmentation. Right off the bat we’re going to give you two types of qualities you can target native STK; device properties and engagement properties - device properties, App Version platform, OS version, country, language, time zone, device models.

This is really great and powerful especially if you want to target a real small subset. Maybe your app doesn’t work on Samsung Galaxy S4 on T-Mobile using Kit Kat and you want to tell those people, “Hey users we’re launching a new app data in a week. We know the app is buggy. Please bear with us.” You can do that, so proactively targeting these people with a catering message. So instead of writing you and leaving app saying, “hey this app crashing” say “Hey we know”. So it’s about being proactive and that’s what Campaigns allows you to do, engage in properties. This is really great; install date, last used date, total session counts, total session duration, average session duration.

Now you can segment based on usage. Who are my people who haven’t used my app in a while? Then on the flip side, are they using my app a lot? Different messages, different offers you can segment based on this and combine with other properties because you can do an ‘And/or’ statement. You can make a really powerful segmentation assuming you have a vast number of users or you want it hyper focused.

The third thing we allow you to do is import your custom user properties. Maybe it’s things like what market are they in? Maybe they’re in the SF market. Maybe another custom user property is number of orders they place. Maybe it’s someone in SF and it’s placed greater than 15 orders. Let’s target them. Anything you’re already collecting from your specific app you can pass through as well. This makes it even more powerful to reengage to reach out to these users. And of course delivery schedule. You can do a broadcast that’s basically saying, “My target audience is known and I want to send now a campaign message right away.” I can send it at a certain date and time. Maybe it’s a Christmas offer. Maybe it’s a 20% sale on Friday and I want to send out a 5 o’clock on the specific standards time. I can do that.

Continuous is the other option. This is a continuous new running campaign. This is where your target audience is not yet known but you want to send out a message when a user moves into that group. For instance, maybe when someone reaches 20 orders send them a message, “Hey here’s a coupon code.” You can have that schedule setup based on various campaigns.

I’m going to do a test campaign so you can see how it looks. It’s very basic. My campaign’s going to say, “Please come back to the app”. I’m actually going to show an FAQ article number 13 and I’m going to make this go just to iOS. I’m going to do right away. I’m going to make it so you can see the iPhone as well. I’m going to do ‘Save and publish’. I go to my home screen just like a normal user. Now it can take up to a minute for it to go. I choose ‘right away’. There it is. ‘Please come back to the app.’ Tap that, back into the app and now look at the Holiday Schedule.

This is showing specific FAQ. Notice they can still contact us, top right hand corner. When I close this, I’m back in the app. This is our demo app for our campaigns, so really reengaging lost users, people who still have your app downloaded who haven’t opened up in a long amount of time. Send them a custom message, have them be reengaged whether it’s an offer, whether it’s asking for feedback. It’s really great to be proactive and to engage with them which is essentially what our Campaign product allows you to do.

For reporting that’s a good finish campaign. So you can see some numbers. Right here you can see what country you’ve opened them up in, who took an action or no action, a conversion rate and then of course what the target audience was as well. I can reschedule this campaign. I can duplicate it, make modifications. So continually updating your messaging and your active campaigns to really get the best results and ultimately reengage your users however you may see.