Introduction
Consistent and tailored communication is essential for driving feature adoption. Automating customer communications ensures timely engagement, personalized outreach, and scalable interactions. This article outlines how to set up automated campaigns and in-app messages using Gainsight’s tools to effectively promote feature adoption.
Step 1: Design Targeted Campaigns
Start by crafting campaigns that align with specific adoption goals and customer needs.
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Set Campaign Objectives: Define clear goals, such as improving onboarding completion rates or encouraging advanced feature usage.
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Segment Your Audience: Use Data Designer to segment customers based on license type, ARR, or feature adoption metrics.
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Craft Personalized Messaging: Tailor content to the customer’s role, usage patterns, and goals to ensure relevance and engagement.
Step 2: Automate Campaign Delivery
Leverage Gainsight’s automation tools to streamline and scale customer communication.
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Schedule Email Campaigns: Use Journey Orchestrator to automate email campaigns that promote high-value features or offer adoption tips.
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Deploy In-App Messages: Use PX to deliver contextual, real-time messages during user interactions with the product.
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Set Up Drip Campaigns: Schedule a series of emails or in-app messages to guide users through feature adoption journeys incrementally.
Step 3: Track Engagement Metrics
Monitor the performance of your campaigns to evaluate their effectiveness and identify areas for improvement.
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Track Email Metrics: Use Journey Orchestrator Reports to analyze open rates, click-through rates, and responses.
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Monitor In-App Engagement: Leverage Gainsight PX to measure customer interactions with in-app messages and guides.
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Iterate Based on Insights: Refine campaign content and delivery based on engagement data to maximize impact.
Next Steps for Success
After automating communications, shift attention to health monitoring. Automate health score updates and trigger CTAs to ensure proactive intervention for at-risk accounts.
Explore More
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Support Resource: Journey Orchestrator Overview