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Office Hours – April 18, 2017

Recording of Office Hours hosted by Chris Davis on April 18, 2017.

Transcript

Chris Davis: All right, so we are officially ready to go. I’m primed and ready for your questions. I’ve got a few questions that were submitted beforehand. So I’ll start answering those in the meantime. And, like I said, at any moment, this is not a structured presentation or a workshop, or a walkthrough. This is you and I, everybody who’s on. At any point, like I said, you can ask the question, any question. We’ve had questions that appeared [00:00:30] to be straightforward and they have opened up some of the biggest ideas like, “Oh, I never thought of it.” Because everybody is using the app differently, because we all have different business needs. So this is the time to get your specific needs met.

Katrina, you’ve sent me an email. I’m going to pull your email up here on my screen. You guys can’t see it, because I’m not sharing my whole desktop. [00:01:00] There. You should be able to see this. Okay. “Share some best practice thoughts for reducing spam accounts from subscribing to list.” Yeah. Katrina, I read this earlier. Katrina has a client that refuses to use double opt-in. I’m going to show you why you all shouldn’t be asking [inaudible 00:01:23] for double opt-in in ActiveCampaign that isn’t other platforms. But most people, they very much do have that kind [00:01:30] of hesitation, right? And it all depends on how they’re acquiring the lead. Here’s what I’m … “my client has over 300 of this types of subscribers [inaudible 00:01:38] over the weekend and I’m working on the lead now.”

Oh, wow. Interesting. I wonder, does she have a high-traffic blog or … I would be very curious, because I don’t see this often. So I’d be very interested in how she’s [00:02:00] acquiring a fair bit, but not massive. Very interesting. So, let me show you. First off, just for review, if you all haven’t seen this setting. Let me make it big, I forgot. It’s got to be fair. There we go. It doesn’t matter which form. I’ll select this form. What am I’m doing, everybody? And [00:02:30] under Style you’ll see here, kind of hidden, if you click on this you have the opt-in confirmation option to turn it on and off. Now what Katrina is saying is that her client refuses to leave this on. The reason why I’m bringing it up is because check this out. If you’re going to Edit, now most platforms you can not edit this email, right? There’s certain elements in the email that you can’t touch. It’s just like static, so you can only [00:03:00] change certain things. Well, that’s not the case in that campaign. If we want it to make this email to where it looked like a personal email, we could very much do that.

We can change any of this text, any of it. We’re not limited by any … we don’t have [00:03:30] any limitations, honestly. A lot of people don’t like to use double opt-in. Well, what if I just delete that? Don’t like double opt-in because they can’t really customize the email. You just can’t do it. So they stay away from it, because it looks … it’s like a canned response and nobody likes the canned response. And it doesn’t feel or look natural. [00:04:00] You just to that, right?

And I don’t even have to … I’ll keep this here, though. Because that’s good to let them know if they receive this by mistake, ignored, and they will not be added to the list. So now I can essentially write this like a regular email. Even if I didn’t want use this button, I could easily do something like this, right? I could say, “Click here to download your” [00:04:30] and then we could have “name of resource.” Whatever the name of your resource is. And you hyperlink that and the link that you … so if we click on this subscription button, this is the link that you need. Confirm link. What I’m showing you is you can turn any, in this mail specific, to a confirmation link. Now, when they click this link, they will be confirmed. So, [00:05:00] let me get rid of this now that I don’t need it. And now this is my double opt-in e-mail right here. This is it. Here. Thank you for requesting, then I’ll say, name of resource.

All right? This is honestly, this is not bad. You can add some text to this, but what I just did is I customized this entire thing, so although [00:05:30] it’s a double opt-in email it does not look like it. If they opted-in for something, now I can delivery to them and right when they click this button, here’s where they’ll go, everybody. When they click that button now, they’re going to go to either this, to show a message. I can show a message and customize it. Right when they click that button they can come here, to a hosted page. But that’s kind of weak. [00:06:00] What I really want to do is send them to a URL, right? That’s what I really want to do. You can redirect them to your URL. Now, this URL, I recommend being either access to the download, access to what they’ve just requested it. Or perhaps a page, like a landing page, where they can download it and maybe [00:06:30] take a further step.

And when you set it up like this, when you set it up like this, what will happen is, they will only be asked to subscribe the first time bait, the first time on your list. If they opt into any other lead magnet, since they’ve already confirmed their email address, by clicking this link, they’ve already confirmed it, every time they’re added to this list, they’ll just go straight to that success page. They’ll never have to [00:07:00] really opt-in or click the double opt-in link again.

A lot of people don’t know, you can customize it like this, because it’s not possible in any other platform. So they just shy away from it. And they don’t even know you can remove that button like I just did and create your own link for people to confirm their opt-in. With that in mind, let me go to watch you said. [00:07:30] Because I was thinking too, Katrina, it could be … let me do this. It could be … is she international? Is your client international, as well? There we go. So now we’re not confused at … let me see, “she has[inaudible 00:07:51] and those names all started with … so definitely a spam bot or some sort of …” yeah, even though [00:08:00] those email addresses were valid. Oh, so they were even valid. Yeah, I’m thinking there’s something fishy. So, that’s one way. I wanted to give you all the one … that’s the built-in ActiveCampaign way. The second way would be to manually manage the who is reachable and who is not. Okay? And in to do that, I would say … so, if we did it …

[00:08:30] Let me just create a quick and dirty automation. This is not the final version of it, but I’m just going to lay down the groundwork, so it kind of make sense. All right? Save and exit. If I go on automations, let’s say since they’re filling out a form, I would say manual opt-in. So let’s just say, for now, it doesn’t matter, any form. For me, for the sake of this. So [00:09:00] the first thing I’m going to do is send them the welcome, click to download resource. So I’m going to do this and maybe even upfront I want to say that they … maybe I want to add a tag and say, requested white paper. I’m going to use a white paper for this one, okay? [00:09:30] They submit, let me not do any form, because somebody may confuse that. Let me just do … art five live. I don’t know what I was doing with that one.

So, they submit this form, they get tagged as their requested it and then we send an email. Now, at this point, Katrina, they’re in the system and they’ve received this email. But here’s what we’re going to do. We can do [00:10:00] something, and like I said, this is a quick and dirty. There’s probably a way to tell. We can say tag, no, no, no, no. Let’s not say. Yes. We’re going to say tag, exist, download it, white paper. And save. Okay? So now they submitted, we tagged them, that they’ve requested it, and they’re going to wait [00:10:30] here until they’ve downloaded, until they have the tag downloaded the white paper. How they get this tag is by clicking the link here, in this email, which I don’t have shown, but receive the downloaded white paper tag when they click the link in [00:11:00] this email.

So this is one way. We can have them wait until they actually download it and then we can do something like this. Add tag reachable or you can say something like verify. Verify email address. [00:11:30] Because if they’ve clicked it, we know it’s a real address we can tag them. And then perhaps we can add them to our follow-up or put a follow-up email below here. But another thing that we can do is, before that we can wait for a couple days and as I’m building this out I’m starting to see errors in this. Or ways to improve it. We can send them a reminder.

[00:12:00] Now, let’s talk about this. They’ve submitted the form, we’ve tagged them as they requested it, we sent them the welcome email. If it’s a bogus email, two days later, they’re going to get this reminder and then they’ll just be waiting here. And what we can say is, we’re only going to send the emails to people with the tag that says verified email address. And if [00:12:30] you don’t want to use a tag, you can easily say subscriber’s list. After they have clicked and we verified that their email exist. Doing it manually, this way, it allows us to send some more customized follow-ups. And honestly, what would be even stronger would be to have a goal that says verified … has real email address. And I’ll show you, I’ll [00:13:00] tell you why a goal would be better. And tag downloaded white paper. Okay? So we could do the same thing, they’re going to get the tag by clicking the link, and we’re going to wait until these conditions are met. And hit save.

All right? Now I don’t need this one. And I can essentially say [00:13:30] when they opt-in at any point, they can click the link in here, or click the link in the reminder, they’re going to achieve this goal and then be tagged as verified. So this is one way of manually handling that. And the reason why I like this way, kits because there can be many entry points. They submit a form, it could be subscribe to a list, but essentially what we’re saying is that we’re going to give them two emails [00:14:00] and that’s it. If after two emails they don’t click or take action, we have not verified their email address, therefore even though they exist in the account, Katrina, we’re not going to send emails to them. It may make sense for this specific client to have a separate list where all these leads are going on to and then, instead of, you know, after you verify it’s a real email address instead of adding the tag. Perhaps it makes more sense to [00:14:30] subscribe now. Subscribe them to your claim list.

In that way, everybody on your list, or everybody with the tag, it’s really up to you how you’re managing the account. But doing something similar to this, would at least allow you to filter those people out manually. So, essentially, let me put this down. Let me put this up. And I see everybody else’s comments. [00:15:00] I’m going to get them in a sec.

“So, essentially this could act as a double opt-in even if there isn’t a download to send them, just asking to confirm receipt.” Exactly. Because what you want to do is you want them to click a link. You don’t even want them to open, because open rates can be skewed depending on their browser and their client. You want them to click something, so even if it’s not a free offer, you want them to say, “Hey, go here for the next step. [00:15:30] Go here to confirm you’ve received this email and to take the next steps.” And you can let them know, “If you don’t click here, we would be able to progress you.” However you want to do the copy and the verbiage around it. But yes, it would very much so act like a double opt-in. The difference in doing this way, because I could essentially create this email as the double opt-in mail, right? But the difference in doing it this way is that I [00:16:00] can send reminders.

Yes, absolutely. Katrina says it’s a great way to make your double opt-in prettier, too. Yeah, absolutely. You just have more flexibility, if you were to do it manually. Now let me say the flip side. The flip side is you’ll need this for each offer. You need a separate automation like this for each offer, or each opt-in, [00:16:30] each door into your ActiveCampaign. You need one of this. But like I said, the power is I can use this with all of my start triggers. I’m not limited to just the form. And all of you know that our double opt-in exist at the form level.

So now, since it exists at the form level, what if we’re using a third party [00:17:00] integration and we want to use some double opt-in? What if we wanted to use some of this other triggers? This is the way how to do it, this is it, right here. So, excuse me. Thank you for that question, Katrina. I hope that help. I have a good feeling it helped. In this way, too, Katrina, you don’t even have to tell her we’re using double opt-in. The functionality is very much a double opt-in. You can [00:17:30] essentially say, “I have an automation that’s going to clean that up for us.” And that’s it. So, great question. Let me get back to some of the previous questions. All right.

Lorraine, let me put you … hey, Lorraine, I didn’t see you come in. Nice to have you on. Let me see here. Lorraine says this, … everyone is subscribing to the list to get the download and no other reason. Yes. So, this method would [00:18:00] be specific to whatever they request. It could be a list, it could be a form, it could be a tag, we were talking about [inaudible 00:18:09] last time, or maybe I was doing as email, but anyway. Strive leads tags contacts. So you may want to still be able to verify their email addresses before you start to send them emails. This manual strategy is a good way to do that. A really good way to do that.

All right, Mark. [00:18:30] Hey, Mark, I didn’t see you coming. Glad to see you all today. Mark keeps me honest by making sure everything is legible, everybody. Mark is to thank for that. Mark said, “Can you ask for only business email addresses such as @activecampaing?” You can try. And here’s how you would do it, Mark. Oops. What am I’m doing?

This is the best way to do it, because you really can’t control [00:19:00] what email somebody uses, but the best way … one of the most effective ways I’ve seen is if you just … do the default text. “Please, use your business email address.” And then you can even add a disclaimer somewhere along here that says, “Yahoo, Gmail, Hotmail type addresses are …” you can add some extra verbiage there. If I go to fields, [00:19:30] standard, and then do some HTML. I can even put a little extra verbiage under there to say, “To ensure optimal deliverability and the best experience,” you know, whatever, “please use your business email address and not free Yahoo, Gmail, XYZ.” So that’s one way.

Katrina says she was really hoping AC had an added level security to avoid double opt-in. Well, you can. You can use [00:20:00] this capture if that’s the easiest way. And she’s like sold on capture. You can use it. Is under standard fields. And then it will require them to check this box and more so than just check the box. When they check the box, the popup is going to come up to ask them, “Hey, select all the images with ice cream.” You know, something weird, just background. Okay. [00:20:30] Katrina says she doesn’t want any of that. She just wants something in the background. So, yeah, that’s the way to go, the manual way.

I’ll admit, even I get put off by captures. All right. Lorraine had a question for you Katrina. What kind of security is she thinking of? Even if they could use Hotmail helps keep … oh yeah, we’re all commenting. So Mark said, ” [00:21:00] it keeps bogus emails in check even if they … ” yeah, definitely. I think you’re referring to this automation here. And you know what? I’ve even seen people who are really concerned about people who are using Hotmail, Yahoo and all of that, I’ve seen them use it, it fails on the front-end. And here’s what’s funny. I can share this because I’ve seen this in the wild. In [00:21:30] fact, we had to do something similar when I was at Lee Pages and we wanted to … we were marketing to a specific niche, and we wanted their business account because we knew if they used their business email address, we had a higher probability for them to take it seriously. Because most the times, people email address, they check more than a personal email. What happened was this, we started with a preliminary list.

We’ve had, and I can share with [00:22:00] you all, the vertical was real estate agency. So the real estate agency wanted to identify … what we were trying to do on our end was identify everybody who had a real estate account. So we’re looking for remax.com, kellerwilliams.com, XYZ, right? So the opt-in page, we’ve frowned upon anything that was a Hotmail, Gmail or whatnot. So we had this if else case, I was using HubSpot at the time. We started with just Gmail.com, Yahoo.com, [00:22:30] hotmail.com, and before you know it, this list grew. We’ve had iCloud.com, AOL.com, sbcglobal.net. And as we started to realize, oh my goodness, there are so many free email addresses that people are using.

And that list started to get so big, I think we’ve got up to 30. And so we were like, “okay, this is the core. If anybody falls outside, we’ll just manually prune them, but there’s just [00:23:00] no way to take it into account for every free email address.” Anyways, I just figured I’d share that since I felt it was applicable to what we’ve been talking about here with verifying the addresses and keeping out the freebies.

All right, [inaudible 00:23:16]. Okay. Is everyone good? I think we’re all good. All right. So I did have another question, I believe. For [00:23:30] everybody who’s joining us here, use the chat at anytime to add your question. This is not like, “Oh, I can’t ask him until he’s done.” This is very open and free flowing, so any question that you have, feel free to shoot it my way. All right, where was my other question? I thought I had another question in here. Office Hours. Oh, here we go. Mark.

Oh yeah, hey Mark. [00:24:00] Oh, yeah. Site messaging. Mark has a great question on site messaging. He was essentially just asking how does it work. So I’m going to give you all the overview of this and maybe it will make sense. You know what? Let me draw something out. You know it? I don’t need to do this. I’ll go right here and add a slide. Let me draw something out for you all. [00:24:30] Getting into sort of a [inaudible 00:24:33], let’s talk about. Oh, Lorraine, we’ll talk about those checkbox triggers. Lorraine is the genius of the week, she has an amazing, she figured something out that I’m working so hard to get this to work natively in ActiveCampaign. Because once it does, it will be great. So thank you for that, Lorraine. And we’ll talk about that too.

For everybody that came in late, I’m on a tight [00:25:00] schedule today, so I’m going to move fast because I’ve got a podcast interview for one of our users, that I’m really excited about. And then, oh Katrina, I believe we’re tomorrow. So I’ve got a nice week, great week lined up for me, everybody. So let’s do this, all right? Let’s say you have three websites.

Oh, somebody used the question. Jennifer, I’m sorry. I missed it. [00:25:30] Katrina said, “You would say the AC All Star bet”. I would. You know what? Hey, everybody. Maybe I can have a slide with the badge, and then I could announce the person of the week. I think that’d be very interesting. Jennifer, I see your question. I just saw it, Jennifer, so bear with me. Let me just show this really quick [00:26:00] and let me get to your question, and then Lorraine I’ll get to your website one.

I’m doing three of these websites for a reason. So that you can see something. This is going to be very interesting, everybody. All right. And mark, I hope this answers your question. I’m confident it will. And I’m just going to say, script. [00:26:30] This is my poor man’s coding. You guys get it. I have a script there. And this is the web tracking script. So the web tracking script is on this website and the web tracking script is on this website. Now we will essentially create what Mark is talking about is we [00:27:00] can now create site messages you all, with the plus plans or higher. You can create a message that will display on any website that you have the tracking script on. So it will display, it’s not that big. I’ll put it more like this. And I’ll put it here. So this is the basic 101.

Oh, hey, AJ. Welcome, man. Welcome to the [00:27:30] chat. Sidney, hey. Sidney, you know what? I did get your email and I’m getting around to … all right, we’ve got a four roster today, oh man. Okay. So let me finish this up. AJ, Sidney and Jennifer, Lorraine I promise you I’m going to get to each and every one of you [inaudible 00:27:54] question. So the basic functionality of site messaging here [00:28:00] is that you need two things set up. You need to have the web tracking script on your website. So it needs to be added to your account. And I don’t know if you all know that you can add multiple website to your account. To enable site tracking, you’ll need the URL to your website and then you need the tracking script placed on that URL or on your website.

Once those two things are done, you can now display site messages on the web. [00:28:30] On all of your web assets. Now, so if they say that we’re  website one and they see it and they go to website two they won’t see it. When they go to website three, they’ll see the same site message until it is dismissed. And how you send the site message is the same way that you would same a regular email. So let’s say, right here. Let’s use the same example. I don’t like this list, looks like [inaudible 00:28:58] off. So they verify [00:29:00] their email address. Let’s say for every verified email address we want them to setup a consultation. So right after we verify their real email address, we can send a site message. And we’re going to create one and it say, “free consultation.” After we verified they have a real email address, they’re going to see this message displayed on the website. And you can configure in various [00:29:30] layouts. And you can change everything, actually. Icon, you can change that. This icon here, you can change it to be none, so it’s just displaying.

Here, this is kinda similar how most people see some of their messages. Message title and some text. The powerful thing about this is that you can merge data in. I can merge all of the contact, [00:30:00] the custom fields that I have on the account. So I can say, “hey, so and so, since you own a large dog …” so I can really personalize these messages, which makes it different from most of the chat pop-ups that you all see on your website. They’re very vague like, “hey, you, need some help?” I can call your name out right here. I can say “Hi” and I can literally put your fist name right there, a first name.

” [00:30:30] Since you own a”, watch this, where’s my dog size? I thought I could find it quicker, sorry everybody. Oh, there it is. Since you own … now I’m trying to go too fast. Since you own a large/medium/small dog, I thought you’d love [00:31:00] this new toy. So now this is going to display customized to that user.

Yeah, Mark, you’re right. I should’ve used my search box. There’s not three different ways, it will pop up. It will always show in the bottom right, Mark, of the website. But these are the different ways it will display. You see that? This is just a layout. But it will all pop [00:31:30] up on the bottom right of the website. So now we see the power that we can use data that we’ve collected it and displayed in the site message. Now this is what people will see. If they click on the site message, then you can have a detailed … it’s going to pan the entire web page. Or you can have it floating to where …it acts as a pop-up. And then there you have more real estate. You [00:32:00] can add images here, everybody, you can add images. See that? I can insert an image. And you can add buttons, all kind of things, right here. So that’s how site messages work.

If you think about it like an email inbox, this is the subject line. Hi, first name. That’s like my subject line and this is like my preview text. When you’re looking at something in your email and then when you click the email, it opens up, right? And then you can read the entire content. [00:32:30] Or when you click this, it’s going to open up and show you all of the content. And that’s site messaging 101. We are creating a guide, this week, actually, on site messaging, that will be available to you all. You’ll be able to read that, walk through it, as well as some videos. So we could direct to your URL page, as what Mark said. Absolutely. You would use either a button or just regular text, Mark. And then you can send them somewhere. Okay? [00:33:00] Yeah, that’s our new feature. Our new options. It is. Mark, let me know when you get yours set up, man. I would love to just know how you’re using it, hear how you’re using it, and what kind of results you’re getting.

But like I said, everybody, if you … and one thing I want to mention too is that this is not chat. So when they see this and they click on it, it’s not like you’re going to chat back and forth. They’re going to click on this message and get [00:33:30] either a pop-up or if you want to have it pinned it, it will go to the right. So it’s different in the means of there’s no chat. And remember, we can merge data in that we have on them. So our messages are going to be a lot more personalized, which means people will engage with them at a higher rate. Yeah, and [inaudible 00:33:54]. And remember, you have to have the script in the website added to your ActiveCampaign account to activate the site messages. [00:34:00] Cool.

So let me go, Jennifer, “I’d love to know more about how to approach pipelines and deals to manage prospective clients, product demos and onboarding processes.” She says, “We’re working with organizations,” I don’t know if you guys … can you all see the Q&A box? I don’t think you can. I don’t think any of the zoom. Okay. You can. So I’ll just read it the Q&As. Oh, you know what I can do? How about this? This will help, [00:34:30] watch this, everybody. I’ve just found a new use for this application. You can see this. I have conquered you, zoom. You can see this, right? Before I say my victory laugh. You can see this, everybody? Please tell. Thank you, Katrina. Yes, great. All right. “I’d love to know more about how to approach pipelines and deals to manage prospective clients, product demos and onboarding [00:35:00] processes. We work with organizations and have multiple contacts at each organization. Nice. We’d like to be able to track this on an organization level, as well as an individual contact level. We deal with lots of [inaudible 00:35:14] within our users. Okay. Is important for us to understand history of our … great, great, great, great, great.

Jennifer, the first thing … I’m going to extend and invitation to you, Jennifer. What I want you to do, I would like [00:35:30] to work through your specific case on our Office Hours and I did this one. This session Deal CRM. We did a real live example, Jennifer, let me give this to you. Jennifer, in the chat I put a link. Watch this replay. This will be a primer. Paul had a very similar question to you, but a different use case. He wanted to know how we [00:36:00] could use the deal CRM to manage his … he had a public speaking person that he was running their marketing for him. And it was multiple touch points, and XYZ, so I created this for him and now he knows how to set up those pipelines and stages. What I would invite to you is, what Paul gave me was kind of like the … let me turn this. What Paul gave me, if I can show you. You see this? Paul [00:36:30] provided it … let me make it bigger real quick.

He provided this document that pretty much detailed each stage, what needs to happen and kind of gave overview of the process. And with that, essentially we took in Office Hours and I built it out. Jennifer, I would love to do the same for you. But watch this first, because it will give you some basic information on pipelines. Then, what you submit is going to be in addition [00:37:00] to this. So now we can have two complimentary videos or recordings on stages and pipelines, if you could do that for me that would be greatly appreciated.

And Katrina has another link in there as well. So do that, but email me your specific needs after watching these. Email me your specific needs on [00:37:30] how you would like to see or need guidance on how to set up that pipeline and we’ll do it. We’ll do it live because I think everybody can benefit from it. I know we all did … when we were working through Paul’s, even myself, I was like, “oh yeah.” So it’s always good to talk through these things, all right?

AJ, here we go. I’ve got you, AJ. Let me add yours here. “Here’s another quick question to Chris. It’s about the from name and address in the emails.” Okay. ” [00:38:00] I’m unable to change it without selecting a field in the settings dialog box. Unfortunately the selection box is empty and I don’t know where to populate from.” AJ, I almost follow you. Do you mean the from address in campaigns or personal emails? And here’s what I mean. When I’m in a contact record, I can send an email. Are you talking about from here? Or are you talking about [00:38:30] from within the campaign? Good old [inaudible 00:38:34]. Design, let me see. I’m working from auto. Okay, great. So you’re talking about from here. This from name, right? All right, great. So, you’ll change it. Let me make sure I get your question. Selecting a field. So you’re saying you can’t just type a name in here? [00:39:00] The right dialog. This one right here? You’re saying you have to select one of these fields. Okay, but you don’t … you’re saying you don’t want to select one of these fields? “Yes, that field box box is empty for me.”

Oh. This is empty, is what you’re saying. Okay. All right. So this should be … this are all of your custom fields. [00:39:30] Do you have custom fields added to your account, AJ? Okay. That’s why it’s empty, then. All right, that makes sense. You had me worried for a second. I was like, “wait a minute. That’s not supposed to be the case.” So, all of these fields are sourced from here. If you go into manage fields you can add custom fields. Those are the [00:40:00] fields that you can add in the from address, which is a little scary. I’d be interested to know what name do you want to put in there. Because the from name what I … I’m trying to think of a use case where I would merge my from name, the sender’s name … maybe you had … oh, okay, great. And I want to [00:40:30] use my personal … okay. So, I would say the easiest way, of course, is to just type it out. But if you want to use the merge field, you’ll go under forms. Let me go back to forms. Forms and then click manage fields. And then hit new customer field.

That’s exactly. And then all of these fields that you create will be added. So those are your two ways. One way would be to just type it in. [00:41:00] Type the name of your company. That’s what we do, all of our emails. It’s like, first name, company name. We just type it in. But if you want to use a merge field, maybe it’s … you’re doing something dynamic, that’s how you would do it. Yeah. Just add a custom field. “When I type it in it blocks it from saving, says choose field.” Oh, when you type [00:41:30] this in? You go like, if you type your name it blocks and says choose field? That may, that sounds like an error. It shouldn’t do that at all. I would definitely open up a support ticket.

And for all of you on the call, if you ever have to open a support ticket from something that we’ve talked about, like we’re talking about this, make sure that you mention that in the support ticket. Because a lot of times I can get tagged on it or just helps [00:42:00] our service reps. So, from now, Lorraine, if you just … literally, just put my name on it. In the support ticket, in the message field, if you do cc Colin Chris Davis, it will get to me. Because the Zendesk, it looks from my name, tags me and sends me a notification even if I’m not explicitly selected it. And if there is [00:42:30] a cc, I don’t know what it looks like outside. I haven’t done in a while. If there is a CC, feel free to add my email address to that. Everybody, my email address is cdavis@activecampaign.com. I just put it in the chat. Okay, yeah, so use that.

But yeah, AJ, if you could do a screen capture of it, a screen grab, and then create a support ticket, cc me on it, we’ll be able to get that figured out for you. All right? [00:43:00] And Sydney, I think you had one up here. All right. Let me see. Excellent, thanks. Yes, you’re very welcome, AJ. You’re very welcome. Let me put Sydney’s question here. I think I had emailed your question. “I love to hear your elevated pitch for marketing automation. What’s a good way to get the point of all the awesome functionality across to someone in just a few sentences?” That’s a really good [00:43:30] question, in fact, when I read it I was going through my email, I said, “I’m going to come back because this requires some thought.” But essentially, you have your basic make more do less. But that’s lofty. It’s accurate, but it’s fairly lofty. My elevated pitch would essentially be, are you tired of doing everything? And are [00:44:00] you having a hard time hiring the right expertise to do that for you? To offload some of those tasks?

Because the purpose of marketing automation is to handle all of your repetitive but necessary tasks for you so that you can continue to do and operate your business at the level that you desire. Maybe that’s an elevated pitch, but that’s what I would get it across whenever you’re … I don’t [00:44:30] know if this is for a client, Sydney, or just your own understanding, whenever you’re talking about marketing automation, it is a very hard sell as a standalone entity. It’s very hard to sell somebody on marketing automation, in general and say, “hey, you can do this thing and automate and do … ” it’s just hard for some people to really get in their mind. So what I like to do is just get some information about their business and the core of [00:45:00] marketing automation is to scale personalization by not removing the personal touch, but improving the personal touch. What that looks like in each business, I like to get a good hold of, and then speak to it in those terms.

Now we’ve got some help. Lorraine says she would include something about building relationships. Absolutely. I agree with that wholeheartedly. [00:45:30] Sydney says, “The goal is to find a way to explain what AC does easily.” Sure, sure. It would be more effective if you explained it with respect to what their trying to achieve. I’ll just let you know that Katrina is chiming in here. “I can usually give my prospective clients to say, ‘heck yes’ by telling them that email marketing with ActiveCampaign allows them to not only streamline their efforts, but to also provide [00:46:00] an up level intuitive and anticipatory customer service for their clients.” Katrina, you’ve been working on that one. That was good.

Lorraine says, “AC helps to build closer relationships with your clients.” I love that as well. “to be able to move the conversation from email marketing platform to marketing automation.” Yeah, so, everybody, since we’ve got the power of the team here, I get you, Sydney. Sydney is essentially saying [00:46:30] how do I convince them that they need more than just email marketing and into marketing automation? And we all know the technical things, right? Tagging, custom fields will allow you to have deeper segmentation. And deeper segmentation allows you to be more personalized. Look at Lorraine. Lorraine says, “not more, but different.” Okay. “Things they can do, they couldn’t do before.” So yeah. If we’re talking about email [00:47:00] marketing, you can dynamically offer multiple offerings without having multiple lists, in email marketing. Email marketing, you can track website visits and then do something off of that. A good case is, “Hey, what if somebody visited your product page ten times?” Would you market to them differently?” So now we’re talking about behavioral reaction. Behavioral base marketing. You can’t do that with email [00:47:30] marketing.

What I would also say is email marketing is limited to external. Is only the sending of emails. Like Jennifer brought up, she’s got a need for some internal automation. How do I automate some of my processes? How do I send a notification to somebody on my team to reach out to somebody else? Marketing automation also helps you on the back-end.

Jennifer … actually [00:48:00] I use my code. Okay, fair enough. Okay, I’ve got you. Well, great. So this is even more applicable to you. Now you see that email marketing is impossible to even touch some of those back-end processes that you’re talking about with your companies, and customers or whatnot.

Katrina says, “I find giving the prospective client a few examples on how marketing [00:48:30] automation can help simplify their efforts and improve their service. Imagine sending a special birthday offer email to all contacts without having to do anything.” Yeah. And that’s going to be your strongest, when you know, when you’ve identified their personal needs and what they’re doing. And you understand all of the things that marketing automation do. It’s really about mapping the possibilities to them, because the possibilities truly are endless. [00:49:00] The possibilities, the breadth or the depth of possibilities, it just gets deeper and deeper. So, what I found, Sydney, Jennifer, with most people is that there’s really one or two core pain points that they really need address before they’re sold. If they’re using email marketing, it’s exactly what Lorraine said. It’s what will they be able to don more of. It’s like, “Okay, all of those things are good and you’ll be able to do this.”

[00:49:30] Sydney, Katrina has her email in there. She says she’s been able to convert numerous marketing automation newbies in recent months. Absolutely. Lorraine. So I would advise, yes. I vouch for Katrina. Not only because she attends these frequently, but I know she’s smart. I know what she’s doing, she showed me some of her work. [00:50:00] And Lorraine says, “Target emails can be so refined.” Exactly. “Instead of throwing emails to everyone and likely taking people off, you can send theM fewer emails that are more likely to convert.” Yes. Listen. You are all about to make me excited. I know this stuff, but to hear you all speaking on it so intelligently is … man, wow. Thank you. This is great. Sydney, you know [00:50:30] what I’m going to do? Sydney, Jennifer, I’m going to call you Sydney, Jennifer for now. Just so I catch both personas. This chat was so good. I’m going to export what Lorraine and Katrina have been saying and I’m going to put it in a document. And I’ll share that with you. Because this is all, this is so good. Oh my goodness. This is rich.

And it will be kind of like your scripts, to help you when you’re dealing with some of these prospective [00:51:00] leads for yourself. With that being said, unfortunately everybody, I have got to take off because I’ve got to prepare … this is one of the meeting times where just a natural flow of things. I would like to continue to go, because Lorraine I did not address yours, but I will follow up with you via email. But normally we would probably go to 11:30 on a day like this. For everybody who’s here for the first time, I do very much go with the flow on this. Is [00:51:30] just today I’ve got a tight schedule, so yes, you’re very welcome, Sydney.  You’re very welcome, everybody. And you know what? Thank you all so much. I won’t call all of your names out, because that could be weird sometimes for the end users, is what I’m realizing. But everybody, the new names, I’m glad that you attended it. Please, come back. The next Office Hours will be Friday at 1:00 PM Central. And they’re every [00:52:00] week Tuesday at 10:00 AM, Friday at 1:00 PM.

And I promise you, next time I’m … Jennifer, Sydney, I look forward to your … please do send me your example for your pipeline, so we can build it out. I found that once we’ve built on enough, something will click. Sometimes you need to see it twice, sometimes it’s three, sometimes is four, but when it clicks, oh my gosh. World of possibilities just opens up. It just opens up. [00:52:30] All right. “Thanks, Chris, sounds like the Romper Room.” I haven’t seen that. See? Now I’ve got to look something up, Lorraine.

Okay, everybody. Again, thank you so much, and I’ll see you all on the next one. On the next office hours. Have a good one.