Lesson 3: Common use cases for Connect

This Getting Started Guide covers the following topics:

• Introduction: Getting started with Connect
• Lesson 1: The CSV import path
• Lesson 2: The API integration path
• Lesson 3: Common use cases for Connect (you are here)

Organizations from all sorts of industries choose Connect for their proactive messaging needs. The ultimate goal of each organization is similar though - to increase customer engagement and influence what decision a customer makes next.

Connect is completely configurable so your solution will obviously be tailored to your business strategy and customer base. Over time though, we have seen some really powerful campaigns and wanted to give you some ideas to get your creative juices flowing.

This lesson describes some of the most popular use cases we have seen across various industries, and the campaign types they used:

• Acquire
• Influence
• Educate
• Support
• Retain

Acquire

• User signs up but does not complete profile (Trigger-based)
• Provide discount if user signs up but doesn’t purchase in X days (Trigger-based)
• Flash sale to first time buyers/subscribers (Broadcast)
• New user awareness for priority support option (Trigger-based)
• Invitation to a conference or event (Broadcast)

Influence

• New product line announcement (Broadcast)
• Sale promotion announcement (Broadcast)
• If the customer engages with a specific piece of content, suggest another that would also be of interest (Trigger-based)
• Add to cart but did not purchase exact product (Trigger-based)
• Notification of outage to specific affected customers (Broadcast)

Educate

• New Feature announcements (Broadcast)
• Onboarding introduction to unused features (Trigger-based)
• Weekly/Monthly newsletter (Broadcast)
• If customer isn’t fully utilizing a feature, use in website notification to help educate them and provide support articles (Trigger-based)

Support

• Deflect support tickets with proactive messaging for most common support questions (Trigger-based campaign)
• If account health is red, reach out to offer help. Use your support address as the reply to (Trigger-based or Broadcast)
• If a user gives a poor CSAT score, send a message with an apology, promo code etc. (Trigger-based)
• If the user lingers on a page too long, use in website notifications to guide the user to a specific support article (Trigger-based)

Retain

• User has not logged in within X days (Trigger-based)
• Get feedback from users who utilize a specific feature or stop using a specific feature after X days (Trigger-based)
• Have not made a purchase in X months (Trigger-based)
• Reach out to churned customers with new features they were previously looking for (Broadcast)
• Invite customers to webinars or other educational sessions applicable to them