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In fact , our welcome sequence automation is one of our most popular with our 150,000 + customers . Automation can be used to make these emails run on autopilot so once the program has recognised the customer opened the first mail , a second one can be prescheduled to run a few days later .

By segmenting your lists , you can also allow for greater personalisation of content . This will improve brand loyalty and make your customers feel valued . Triggers can be created in automations to deliver the right message at the right time without needing any human involvement at all . There ’ s also been a growing trend of businesses giving customers the ability to opt out of marketing communication that could be triggering , for example Mother ’ s Day or Father ’ s Day if a customer might have lost a family member , or Valentine ’ s Day . Segmentation enables businesses the ability to capture customer preferences while automation provides a hassle-free way to respect these wishes .

Automation can also be used during the sales purchase . According to Statista , over 88 % of online orders were abandoned and Forrester estimates it can cost companies approximately US $ 18 billion a year . Our own research found that three follow up emails can be successful in recovering abandoned cart revenue . Again , many businesses aren ’ t going to have the time to individually discover which customers abandoned their carts and to start the process of following up with them , which is where automation comes in .

Don ’ t forget the data

Automation can perform so many tasks for small businesses – it ’ s like having an extra employee but without needing to sort a desk . However , as much as automation can help businesses improve their customer services , using a platform that democratises access to data analysis and usability will transform the success of any ongoing customer experience automation .

Historically , this has only been something accessible to enterprises due to the expense and complexity involved , but as technology improves and more platforms start to offer lowcode or no-code functionality , small businesses too will be able to make more use of data to empower their customer experience . �

IT ’ S NO LONGER ENOUGH TO SEND YOUR CUSTOMER A VOUCHER TO USE ON THEIR BIRTHDAY , YOU NEED TO BE ABLE TO RECOGNISE THEM ON THEIR JOURNEY AND PROVIDE MOMENTS OF DELIGHT .