I suggest you ...

Changing the way Marketr trigger works

At the moment, Marketr will send out follow up emails after a set amount of time when the invoice/ticket as been completed. What I'm proposing is to change it so it works when the customer last visited.

So lets say, I've got Marketr set to send 3 month follow up. A customer visits my place in August and then again in October. At the moment Marketr will send a 3 month follow up in November and then another 3 month follow up in January.

If Marketr is changed so it only sends reminders based on when the customer last used me, the customer wouldn't get two 3 month follow ups. This means I can also set a follow up reminder if the customer hasn't used me for 12 months.

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    Steve Hames shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    18 comments

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      • AdminTroy (Founder, RepairShopr) commented  ·   ·  Flag as inappropriate

        @Jerry - That suggestion is reasonable, you are saying "Don't trigger if they have another open Ticket" - I think that should be separate because the description on this suggestion is about basic functionality we've had since 2015 when this was submitted.

      • Jerry Nerviano commented  ·   ·  Flag as inappropriate

        Troy, I think you're misunderstanding. We're not worried about the same email regarding the same ticket. This is for those of us who handle multiple tickets for the same client. If that client has other tickets open, they will still get an automated check-in regarding the the closed ticket(s). Since clients don't often pay attention to ticket numbers, they often think the mailer is regarding the still-open ticket(s). This is what is causing confusion.

        The idea is to have an option to either prevent the sending of the automated emails if a client has or starts another open ticket. This should ideally either be a toggle or an automatic reset. The countdown should only really be happening after all tickets are closed and no new ones, for that client, have been opened within the 2-week and 90-day time frames. Perhaps there should be more options, but either of those would be an upgrade and prevent further client confusion.

      • AdminTroy (Founder, RepairShopr) commented  ·   ·  Flag as inappropriate

        @CCW I wrote in 2016:

        This is not how it works, it will never send the same mailer twice to a customer. Ever. If anyone is seeing that, they should write to support with an example and we can see if we can spot an issue.

        Since then we've given this option that's controllable by you. This particular suggestion is getting closed as "already works" - write support if you are having trouble with this basic functionality. Thanks!

      • Will Goubert commented  ·   ·  Flag as inappropriate

        I'd like to have a checkbox on tickets to send an automatic (canned message / customized canned message ) follow up after the work is completed for those of us that provide more services. example: after ticket is marked completed / resolved - email is sent to specified contact on ticket asking:
        Everything still working fine? Issue Resolved? Are you satisfied? Or even a short Satisfaction Survey to confirm issue is resolved, they are happy and you can use with Marketing

      • CCW Technology commented  ·   ·  Flag as inappropriate

        Any updates? I had 2 clients who I work with weekly ask me about the 12 month "We haven't seen you" email. It's very annoying to clients. We all get enough junk email, no need to add to it with messages that are non-relevant.

      • PCRescue commented  ·   ·  Flag as inappropriate

        I would also like to see rules tied to the issue type on the ticket (or other fields, including custom) like:
        Customer comes in for issue type "malware removal" - 30 days later they get an email offer for our managed security subscription (if they have not yet enrolled)
        or Customer comes in for issue "data recovery" - 30 days later they get an email offer for managed backup (if they have not yet enrolled)

      • AdminTroy (Founder, RepairShopr) commented  ·   ·  Flag as inappropriate

        This is not how it works, it will never send the same mailer twice to a customer. Ever. If anyone is seeing that, they should write to support with an example and we can see if we can spot an issue.

      • ILAN ELIYAHU commented  ·   ·  Flag as inappropriate

        My clients are always complaining about the amount of follow up emails they get from us.
        When it will be Completed?

      • bart commented  ·   ·  Flag as inappropriate

        I've only been aboard RS for 5 months - however Marketr is working very well for us.

        I have gotten great customer testimonials as well as info on how we can better serve our customers... I ask them in the 2 week follow up for suggestions or comments on how we can improve our service - and have gotten some interesting answers.

        It would be very insightful if I knew how many emails the system sent that sent were actually replied to in any given month.

        Also anything that can improve marketr - like the suggestions forwarded here I'm all for.

        We have the same issue with confusion due to multiple open tickets, particularly with business clients.

      • keith commented  ·   ·  Flag as inappropriate

        It would be handy to be able to generate a report/list of customers based on x months from last invoice or ticket date.

      • Chris commented  ·   ·  Flag as inappropriate

        Jerry Nerviano commented · December 02, 2015 15:02

        I also Agree with Jerry as this has happened to us but not frequently. I like the 2 week followup but if there could be a checkbox to add in "Prevent sending if a ticket is open" and also "prevent sending if an invoice is open"

      • Chris commented  ·   ·  Flag as inappropriate

        Exactly Steve! If the customer has not visited the store/service center by having an invoice created or ticket created in over XX months it will send a particular email. I would also like to see one that we can use to send followup emails to clients. With this somehow we would have to set specific search crieteria (currently available) to take out the clients that we would be emailing every day (not good)

      • Jerry Nerviano commented  ·   ·  Flag as inappropriate

        I'd love this. Had a bit of confusion from a client who received a two-week followup on a job I'd done for them... while I was doing another, separate job for them. He thought I was closing the ticket on the current job! The 2-week and 90-day triggered events, at least, should have the option to not send if that client has an existing open ticket. That would certainly be my default setting!

      • Steven commented  ·   ·  Flag as inappropriate

        It would also be nice to have the option of the follow up emails triggered by when invoice is sent as I give a mixture of 15 and 30 days terms to different clients and some pay within days while others take the full time so the emails are not accurate.

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