Penny creates touchpoint tasks for all your customers so you can keep track of their shipments and check in with them periodically. This will help bring your customer service to the next level!
What is the Customer Care Cycle?
The Customer Care Cycle is a set of specific tasks designed to ensure you speak with your Customers at the right time, about the right topic. If you do miss a touchpoint task you can trust Penny will create the next task at the perfect time. Our collective goal: make unhappy customers a thing of the past! 🎉.
To get to know the cycle flow better, continue below to review a description of each step of the way. And remember, each customer care cycle starts the day an order is placed!
See the image below for an example of the types of tasks that will appear on a contact card once the Cycle is created 👇
What are touchpoint tasks?
Each task serves a purpose in the cycle. They are as follows:
"Order" is the point in the cycle when the order is created for your customer and you can record and view the types of products they ordered.
A "Check-In" is created after the order was placed, your customer should have their products by then and you can check in with them to see if they have any questions or provide them tips on how to use their products.
A "Connect" task is created after the order was placed. Based on how often your customer orders, a Connect task will appear more often. See the Customer Care Cycle images below for some examples. This is to maintain a consistent and authentic relationship with your customer so you can attend to their changing needs better.
An "Order Reminder" is created before they're scheduled to place another order. Reach out to your customer and see if they're happy with the things they ordered last time, need to make any changes, or have any questions. This is an opportunity to build on their order before it ships out. Let them know their goodies are on the way! 😉
How to Create a Customer Care Cycle
1 - Categorize your contact into the "Customer" category (See here for more details on how to edit and categorize your contacts)
2 - At the top of the contact card, select the "Activity" icon.
3 - Select "Order".
4 - Input the date of the most recent order or the upcoming order
5 - Select how often this customer will receive their order. You will have several options available for you including weekly, monthly, every two months, every three months, every six months, and every year.
6 - Select "Next".
7 - In the space provided, input the products that your customers ordered. They will be saved to their contact card as "Tags".
8 - Once you input all their products, select"next".
9 - You'll then have the option to put any notes and any additional non-product-related tags.
🔥 Hot Tip 🔥 Tasks appear in your Penny depending on how often they receive an order.
See below for every possible Care Cycle currently available!
Weekly Care Cycle
Bi-Weekly Care Cycle
Monthly Care Cycle
Bi-Monthly Care Cycle
Care Cycle Every 3 Months
Care Cycle Every 6 Months
The product images shown are for illustration purposes only and may not be an exact representation of the product.