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Office Hours – January 2, 2018

Recording of Office Hours hosted by Chris Davis on January 2, 2018.

Topics covered in this session:

  • How to manage tasks in a contact’s record and in the Deals CRM
  • How to create a welcome series automation
  • Best practices for organizing your ActiveCampaign account

Transcript

Chris Davis: [inaudible 00:00:00] this computer. All right, so let’s go to the questions. I’ll check my email first, any of you who have submitted a question via email will answer those and then oh I have one from Laure, Laura, I’m sorry if I’m saying your name wrong but I get to both of those. So let me jump into my email first. Just pull this up and I hope you all are doing well in Chicago.

It [00:00:30] was -15 this morning so it was a bit frigid outside today. I feel like I’m still [inaudible 00:00:39] but I am glad to be with you all today. All right Mari, Mari is not here. How about this, Laure, I’m going to answer your question first and then I get to Marie in case she’s running a little late.

Let me put your question up here. [00:01:00] If I’m saying your name wrong, please correct me. I hate to get people’s names wrong because names are very important. Here we go, don’t want to bold it though. Here’s what I want to do. How about that? Okay, so let me see here. All right, great. Laure, okay it’s pronounced Laur. All right great.

Julie, yes. I can imagine how early it [00:01:30] is there in New Zealand Julie, but yes, these are recorded. If you have a question, go ahead, put it in the chat, and if you want to lay back down, feel free and you can watch the recording when you wake up. So yes, they will be recorded, absolutely. No problem, Julie.

All right, Laure wants to know what the best option for series of first five email automation or campaign. I tried the campaign and was just messed up then I got [00:02:00] a note that said this campaign cannot be sent as it would exceed your current allowed campaigns per month. How do I know how many campaigns I’m allowed and are my automation emails limited too?

No, your automation emails are not. Here is when you go to … This is bad because I’ve got a in-house account, but if you go to billing and upgrade, you will be able to see exactly how, [00:02:30] how my contacts you have. It’s interesting, you know what, if you’re saying a maximum this campaign cannot be sent as it exceeds your currently allowed campaigns per month, you must be on a trial because all of our paid plans come with unlimited sending.

Can you let me know Laura, are you on a trial or are you on one of these plans, on another plan? Because if so, [00:03:00] that would be an issue but yeah, all of our pay plans have unlimited sending so you wouldn’t really see a difference between sending the email via automation or via campaign but I would say to further answer your question the best option for sending out five emails I’m assuming you mean with a delay between them would be an automation.

Let me see, okay I was [00:03:30] on a trial but then I thought … Yet you just want to double check. Just go to your avatar and click on billing and upgrade and then it will tell you what account. So the best way like I said I will recommend is via automation and look at this we’ve got a I believe it’s a welcome series in here. We don’t have a welcome series? I promise, I thought … [00:04:00] that’s very interesting. Maybe I’m thinking of a office hours that I created a welcome series.

All right well, okay great Laure. It doesn’t matter. I’ll show you one. Listen everybody, this is exactly how I recommend starting your basic five email trip series with the delays in between. As often as [00:04:30] possible, everybody this is best practices. Your life will be much easier in ActiveCampaign if you can do this. I like to start as many of my welcome series automations with a form submission as a start trigger. Okay now, I say try because depending on the third-party tool you’re using, some third-party tools do not integrate at the foreign level and they either have [00:05:00] subscribes to a list or adds a tag.

In that event, you’re going to have to use what you’re third-party is mandating but besides that I tried to use ActiveCampaign for more integration that will allow me to submit an ActiveCampaign form as much as possible. It’s just so much easier even from here if I just want to select it once or multiple times. Somebody subscribing to a list multiple times could have [00:05:30] other effects if you got other automations tied to that.

In adding a tag, if you wanted to run multiple times, you would need to make sure that you remove it so there’s a few additional steps when you use other start triggers whereas the form is very specific to whatever it is that they request. So that’s the first thing that I would say is use a form and you could dictate whether you want them to get this email series. Every time they fill out the form or just once, I’m going to use it, keep it with just once [00:06:00] and then just select an email or create email.

I’m not going to do all of them but I just want to show you all something. Okay so we’ll have the first email in there. Thank you so much for all the questions everybody. This is going to be a fun one. I’m going to answer every single question I see in the chat just so you all know. Let me just say okay and [00:06:30] then we want to have a delay here. For now, I’m just going to wait for a day. Here’s where it gets interesting. Let me just put one more email in here because this is totally up to you. This is where things get really interesting, email number two because before you send email number two, you have some choices. Right? So email one is essentially going [00:07:00] to deliver what they asked for so you’re going to deliver the lead magnet here.

After a day, before you send email two, you can check and see, did they open the previous email and we could say actions has opened and did they open email number one. And if so, go ahead and send them email number two. And if not, I could do [00:07:30] something like send them a reminder right here. I can do something like that and hopefully and what I can do at this point is after I’ve sent the reminder, I could do one, I’m sorry. I wanted to do that anyway. Maybe for the reminder, I’m going to wait [00:08:00] a few days, give them a few days and then see watch this, I’m going to copy this. I don’t know if you all knew that you can drag any action and copy it.

And what I want to do is say have they opened the first email or have they opened the reminder. So either one. [00:08:30] If the answer is yes, oops I didn’t want to go, then I want to merge the branches and send them. Send them down our regular follow-up. If not, I could do something like I don’t know in the automation or tag them or something, right. So this is what I will call, it’s not necessarily a standard, this is more like a standard welcome series with the reminder integrated because [00:09:00] now I can go here and then this is my regular path right.

I’m going to wait for one day, and then I’m going to send email number three. This is going to allow you to … Number three. This is going to allow you to give that lead a second chance to engage. If they don’t engage because remember we always have to think about the customer experience. Let me make [00:09:30] this bigger. We always have to think about the customer experience. Remember everybody, they fill out this form so they asked for this information. So we sent them the email and they didn’t take action.

We waited a day and sent them a reminder. Maybe you want to wait a couple days, I don’t know but you sent them a reminder. So at this point, you asked for something from me. Think of it like a phone call, right. If I tell somebody, “Hey can you give me a call?” and I call you and you don’t pick up. I’ll say okay well maybe they’re busy [00:10:00] today, let me call back tomorrow. You call back tomorrow, this is what this reminder is and they still don’t pick up but you left a message and say hey if you get this voicemail, give me a call back.

After three days when they told you to call them after three days and they haven’t called back or they haven’t checked their messages or anything, you could essentially mark them as you know maybe a dead lead or disengaged or put them in a different bucket but the last thing [00:10:30] you want to do is what, keep calling. At that point, you’re like it’s beyond spam. It’s kind of you’re in stalker zone. It’s like geez, I gave this person my number, they won’t stop calling me.

So what I like about, excuse me, this welcome series is it kind of gates that. If they haven’t responded to what they requested you to do within the first few days, you stop the communication, but if they do respond. You say I call and say hey yeah, great [00:11:00] give me another call tomorrow. You just keep sending them. They go down this path until completion. This is how I would recommend doing it Laure and here, let me share this. I’m going to share this automation with you so you don’t have to build it from scratch.

Everybody, this automation will be in the chat for you all. All right welcome series plus reminder and [00:11:30] there it is, it’s right in the chat for you. You’re very welcome Laura, very welcome. Thank you for asking a question. Pamela, hello Pamela. Let me get your question here. Let me see here, we got hello Pamela. Pamela, I’m not sure if you’ve been on. I know there’s a Pamela that’s been on office hours before but I can’t remember [00:12:00] if it was you from the last okay this is your first time, welcome Pamela, welcome. Great to meet you this year. All right, can you help me navigate the dashboard.

I’m looking at task and wonder how to filter by date, for example, task that had to do this week or something like that. All right, Pamela no problem. If we go to deals, this is where your tasks will appear. Mainly all tasks are [00:12:30] attached to a deal. So if those of you who are watching this and you’re like, Hey, where are our tasks at?” You need to have a plus plan or higher to have the deal CRM to see this.

Now, this is our deals view but you see this right here, this now becomes our task view. So now look at this, this is the task view and we can set, it’s always going to display our overdue tasks first. Then [00:13:00] it will display the task that are assigned and then your upcoming. I don’t yeah these are not going to, you can’t move these right. And to filter, let me see. I can filter on the date, the timeframe in which I want the task to display but that would be interesting.

What about the date that they’re due, I think they’re going to appear with the oldest one first. That’s [00:13:30] what it looks like. This is the most. Let’s just create a task and see. Let me just, what should I do? Let’s go to view. View’s got multiple deals. All right so let me create a task. Let’s do lunch, I’ve got lunch. How about [00:14:00] that, meeting and I’ll do it for Friday at noon for an hour and then I’ll add the task.

All right so now there’s a task added. Here we go. Now when I go back to my deal view, I should see my new task. Don’t think I needed to assign it. It should be assigned to me. Okay. Owner active, Chris so I should … [00:14:30] All right, great. I should be able to go back now and go to the task view and see my upcoming task any minute now. I’ll wait for this to load and update my tasks but I should see it right here in upcoming task.

Oh, oh do I need to yeah, here we go. So what I show here shortly and while that’s loading so the date [00:15:00] is always going to be the age of the deal showing the oldest first. This is like the one … if we’re going in sequence, I should have taken action on this one first. It’s a year ago. All of these are fake tasks and this one is most recent one but it’s the one that’s at the end of the queue so they’ll always display like that. In terms of filtering by date, you’ll want to go right into advanced [00:15:30] then you could at least see the task that were created or the deals with those tasks that were created within this time frame or the ones that were updated or that has a deal value or you can also filter your task type.

If you wanted to do a keyword phrase in there, a keyword or phrase in there, okay you got it, overdue task. Then you can also do lead scoring if there is [00:16:00] a specific lead score that’s attached to a deal. You can also filter by that, so yup here we go. Looks like we’re a little slow, oh it’s because of the deal. I got it. I got it. The deal that I added myself to. Yeah [inaudible 00:16:28] once the status [00:16:30] is open. Yeah, I need to … No, this should still show. This should definitely still show. Not sure why it’s not [inaudible 00:16:46].

Okay anyways, let me do this really quick. It wants me to add a new deal. I want to see all the task that I have. I see what you mean. Where is the … [00:17:00] Oh yeah, yeah, yeah. Okay, I got it. Sorry everybody. I had a … The beginning of the year, bear with me. I was not looking at the pipeline that this deal is on. So this is in Devon’s deals pipelines. When I go to deals, don’t forget, go through the right pipeline. Devo’s deals. There we go and as you see, there’s my schedule task.

[00:17:30] All right, and the deal is two months old and this is in three days. This is my task is to have this meeting at Panera Bread. So if I schedule went out for later beyond three days, it would show under here so on and so forth. So it would always show the most recent task at the top and remember, it is specific to the pipeline in which the deal is on. So [00:18:00] I hope that make sense. Yup. So thank you so much Pamela for that.

Let me see. All right, Pamela’s got another one. Okay great, great. I’m glad that helped Pamela. I am going to answer your other question now and everybody, feel free just use the chat. Get your questions in queue here. All right. Pamela says why do I get the crazy + [00:18:30] with arrows at the end of each … what is that, crazy + with arrows at the end of each. Is that the end of each automation or…? At the end … let me see.

When you’re in the automation builder, [00:19:00] why do I get that crazy + with arrows at the end, + with arrows at the end of the +. It’s the move icon. Oh, oh okay, okay. Yeah, yeah, yeah, when you’re moving in action. Okay, let me … Okay and then it’s this. This is what you’re talking about, right. [00:19:30] It only gives me the move icon. You’re talking about this right here. Why do you get this? All right but that’s because I had to go into … Oh wait a minute are you talking … Oh, oh, oh I get it. Are you talking about this plus icon in deals at the end?

[00:20:00] No, in the dashboard. Okay. I don’t know. I’m sorry Pamela. Is it this one? It gives me the move. Oh okay I got it. When I go to the hamburger, yup for tasks, it gives me the move icon. [00:20:30] We go back. Okay, all right as long as we got an answer. I understand now. Okay great. I’m glad in my confusion I can help, I can help Pamela. Thank you. Thank you for clearing that up for me. I was a little worried. [00:21:00] I was a little off-base. So okay great as long as you understand. That is what we’re here for and let me see here great, great.

The key was the task are managing deals. Yeah. This is why I tell you all to ask any question at any time because that is a great observation is that all tasks in ActiveCampaign will be [00:21:30] attached to a deal record. Here’s what I mean. If you have like a trial account or a lower tiered plan under plus, look what happens. You have right here you can do, this is a bad example because I’ve got an account. But anyways, down here, you would see add note and send email.

You wouldn’t necessarily have add tasks [00:22:00] because this is, this task, let me see follow-up and I’ll do a call and that will be on next Friday for 15 minutes and I’ll add. Okay. So let me just show you what happens when I add that task under this view. You don’t see the task [00:22:30] here. The task does not show as attached to a deal.

When I created the other task, it was right here. This one is just on the contact record. You see that? So you see how it’s showing. It doesn’t have this icon. These are tasks that are attached to just the context. So let me see. Can I do … [inaudible 00:22:58]. So these will always show at the top. [00:23:00] This is essentially the task view for contacts. All right? But if I go oops, I don’t want to edit that. I click on it and then I can edit the task. But if I want to manage tasks specific to a certain thing that I want someone to do.

So let’s say I’m in a business that I have demos. Every time someone fills out my contact form or what not, I create a deal [00:23:30] for them and attached to that deal is now a handful of task that I need to take place. So when these tasks are going to be specific to the deal and now when I go to the deals record, the deals view, I can now manage all of those tasks. Okay? I can manage the task at a I would say across all [00:24:00] of the context. That’s the benefit of having the deals here because otherwise I’m just limited to the specific contact record in seeing that task but I can’t see for this pipeline, my demo pipeline, I can’t see all of the tasks attached to moving that deal record through the pipeline.

Yes, so Pamela says yes [00:24:30] I’m glad this is helping Pam. This is really good by the way because we don’t get to talk about tasks much actually now that I think about it. So Pamela says so you can’t make a list of task on a contact level if you wanted to do that. You’d be better off making a deal task. Absolutely. Absolutely. So I shouldn’t be making those tasks on an individual basis. I should make them as a deal.

I would absolutely recommend that. There may be times, right, where you need to just [00:25:00] throw a task on the record. It all depends on … Oh I guess I should show you that too. See, some of these things, I just kind of take for granted. Let me show you this really quick Pamela but if you’re on the deals, if you’re on the deals section of the application, come on. Oops that’s why, I clicked two links and if you go to the search here, [00:25:30] so right here I can search the specific pipeline but here at the top, I can search all of my pipelines.

There was a specific contact like me Phil and I hit search. You see that is going to pull up every single deal that I have across all of the pipelines, show my status, show what their … what’s the amount and then I could start filtering by then by there too. So this is an added benefit of using [00:26:00] the deal CRM because since you can have unlimited pipelines and unlimited stages and unlimited deals, people can go through multiple pipelines that have multiple deals. So this gives you another way to accumulate or centralize one contact and see where they’re at.

I’m here at ActiveCampaign, we use our CRM and one contact can have up to 4 to 5 deals. This is an easy way for us to see all of those deals but yes, to answer your question if you want [00:26:30] to more effectively track your tasks, use the deal CRM. If it’s more like a one-off and like I was saying before, it all depends on how your team is using the application. There may be times where you’re reaching out to somebody on your team, say hey can you check in on contact A or what not.

They go in on contact A and they see a task that says, “Hey call them [00:27:00] in 15 minutes or whatnot.” They see it’s overdue and they could take action on it. Those are very specific cases like here I can look and see oh we’ve got a meeting in five months ago that we missed or hey we’ve got a meeting in three days or hey I need to call them. This can serve as a one off task management if you’re having someone else go in and follow up with leads individually because based on [00:27:30] here, I can also just click here and send a personal email to that contact.

But for the most part, most businesses I haven’t seen a lot of people use the specific contact tasks over the deal CRM just because you can’t get a bird’s eye view of the task per contact because look the task can be so unique. Maybe I say maybe I called to follow up on this one but [00:28:00] perhaps the other time I said call back so the name can be so dynamic that there’s no way to globally pull in all tasks across a specific contact record and that’s why we have the deal CRM so that you can see all of the task regardless of what their name, regardless of what deal they are attached to but it’s for a pipeline because a pipeline is comprised of stages. Stages are simply steps that people take to [00:28:30] achieve a desired outcome.

So if you’re selling specific product, let’s say you’re selling software like we do and you have a demo request that could be like the first one is like demo requested. The second stage would be demo set up. Second one could be pricing sent. Third one could be signed up or fourth could be signed up. You’ll have tasks attached to each stage, each step of that process [00:29:00] and you’ll want to make sure that you can manage and see, “Hey wait a minute, we’re overdue,” because this is money.

If you see a deal value of $3000 and you’re a day or so behind on something to do, this gives you a quick indicator hey this is where I need to spend my time really quick. Right, let me just reach out to this person really fast and see if I can secure this 3k.

Oh great, great. [00:29:30] Pamela says, Pamela listen you are not alone. I want to show you all what Pamela is saying here. She said, “I basically don’t get deals at all. Maybe you can put me in the right direction for deals 101.” I’m going to point you in the right direction and I’m going to help explain them. Deals, I think we’ve got this is one [00:30:00] and then here’s our beginner’s guide. This is the one I wanted to send you. I’m going to send you this one Pamela. I’m putting it into the chat everybody. Deals beginner’s guide. I’ve put that in the chat.

Let me just show you, let me just give you an overview. I could walk through this. This is probably the best [00:30:30] way to do it. So the deals are for the record, deals are what most people who have used CRM before in another platform are called opportunities so they are specific to an outcome in your business. I don’t know what kind of business you run Pamela but if it’s a clothing store, e-commerce store, selling software, tax accounting, tax and accounting, we do print [00:31:00] for education stuff. Oh wow, great. Sell gifts, wow beautiful.

So I would imagine perhaps a school is a client of yours. Toronto art gifts, great. You do some B to C and you probably, your business probably mixed with some B to C direct to consumer and then you probably have some education facilities that go out to you. Yup, yup. Great, great. I can see [00:31:30] for the B to B, this side of pipeline, the stage is being instrumental for you because if it’s B to B, it’s more of a relationship management, an account management that you have to go through to really identify the needs of that business, that education, organization or what not.

That’s going to be a lot, those are going to be a lot more valuable. The B to C side is probably more e-commerce. They’re coming to your [00:32:00] site. They’re picking out gifts and you’re following up, delivering on time, adding value and then the organizations that come, they would more so go through a stage. Okay I wanted to know how to print. Oh okay. Oh my bad Pamela. Pamela said how do we print your education step. I took it as she prints education step. [00:32:30] Sorry. I’m totally sorry.

Listen, I reserve the right to be a little unpolished off the break of the New Year’s. We’re back. To print this, Pamela you’ve got all the good questions. I’m not sure actually, that is a really good question. I would for now, I would use your browser print function and [00:33:00] if you can, just use a print to PDF. If you go here, change in to save as PDF. That is something that I am going to look into because that is a very good question, but yeah so in the case that you have B to B more than B to C, there’s particular steps.

So each pipeline, so pipelines are your business processes. So [00:33:30] your process would be essentially you want to since you’re selling gifts, perhaps for the organizations that buy gifts in bulk or I can see when I was in the corporate space, I work for Lockheed Martin, they would probably go to a company like yours Pamela for gifts for their employees like whether it’s a work anniversary, a birthday, anything of that nature, [00:34:00] I would want to have a contract or some relationship with a gift shop like yours.

Okay she says yes, retail stores and corporate recognition. All right great. In that case, for Pamela, really managing that relationship with Corporation A because that could be worth so much. For every corporation, they end up spending maybe 10 to 20k a year in gifts. There are steps [00:34:30] though right, Pamela, there are steps for each corporation. Maybe they fill out a form. Once they fill out the form, it tags somebody or notify somebody internally to reach out and find out what their needs are. So these are all steps, stages within the pipeline.

So the pipeline name is the process. So we get to call this corporate onboarding. Our corporate client onboarding could be the name of our state, our pipeline. Then within there could be [00:35:00] the stages, the steps in which we take to on board or to acquire that corporation as a client and maybe the pipeline is corporate acquisition or something like that.

Now like I said maybe they expressed interest in that stage one. Right when they expressed interest, we want to notify somebody internally to reach out. Once they reach out to make contact, we can move them to stage II which is [00:35:30] currently in contact. While we’re in contact perhaps we’re exploring their needs trying to figure out what proposal or what we can offer them and then we send them a proposal. That could be the next stage is proposal sent.

So now we’ve sent the proposal. At that point, we can have one last stage that’s like ongoing follow-up because they’ve been in the proposal stage for a while and [00:36:00] haven’t gone further. That’s a bird’s eye view of how you would use stages and pipelines. Now here’s where it gets really interesting is because when we go to our automations now, I can do this. Look at this, I can say deal stage changes. I can have a start trigger for when a deal changes to a specific stage. [00:36:30] Okay and here’s where like I said this is where it gets powerful. So I’ll say when a contact moves from any stage to I don’t want to use one that’s got weeks.

Let’s do Devon’s deals all right to contact made so now I made contact right. When a deal moves to that stage, this automation starts and then I can start sending internal notifications. I can start sending emails [00:37:00] but now I can attach to every … Where was I? There it is. For every stage, I can have an automation that’s triggered by each stage as well. I don’t want to confuse it and go too deep with it but that’s a quick overview and also let me give you this video. Where was it? All right give you this video on deal CRM.

[00:37:30] What I would say Pamela is definitely read these resources, go through them and use these office hours. Use them as a means of walking through a specific case for your business. That’s what really going to bring it home. If there’s a specific process in your business, you’re like hey Chris, this is my process and you can outline those steps and say how would I build [00:38:00] this and using the deal CRM, we can do that in office hours and I can record that and you can have that for your record because using the deal CRM is something that a lot of people, one, they always like to see examples of and a lot of people are just confused at the power and how to use them so I’m always looking for a way to give more insight on that.

Feel free to continue to use this time for that Pamela. William, [00:38:30] are we asking questions here. Either way William, I have your questions in a QA box. Yes, great. That will be really good Pamela not just for you but I promise you everyone else attending, they’ll get a lot from walking through that example. Marie, welcome. I was waiting for you to show up. I’ll get to your questions now that I see you’re on.

Let me answer William’s question. Can we sync our Google calendar with appointments? [00:39:00] You can. Actually you can. I should put it like this, you can sync Google calendar with tasks. Well, task can be an appointment. You can create a task as an appointment type, so yes. Here’s how you do it. Here’s how you do it William. If you go to my settings, I believe so, yes if you go to my settings, this is available on every account everyone. You go down here to calendar [00:39:30] and there it is. You can go and actually let me … Google calendar.

Let me send you this. I think it was a help doc that we had. Let me send this to you alright how to add the calendar feed to your Google calendar. All right, [00:40:00] I think this is the one. Yes, this is the one. I’ll send you this one as well. It’s not a two-way sync. Okay, okay you found okay all right great. It’s not a two-way sync meaning if you create a task or an appointment in Google, it will show up in ActiveCampaign. That would be cool, [00:40:30] right. You might be able to do that using third-party tool like Zappier though, William. I’m not sure but I’d definitely look into that. So it add the feeds to my Google yup, but it won’t block it out so I can get double.

Oh yeah. Actually William for that, I don’t know if you use this but you may want to use [00:41:00] I’m thinking of an online scheduling solution like Acuity, Acuity Scheduling or Calendly or something like that where it very much goes two-way. It’s a two-way sync. Somebody can come and schedule a time online on your calendar and it will automatically create it on your Google calendar. If the time is already blocked out on Google calendar, it will show as unavailable online [00:41:30] when they go to reserve it.

What’s nice about this is Acuity can sync with ActiveCampaign so that you can add contacts who schedule with your online calendar to ActiveCampaign as well. When you’re adding them there, now you can automatically add tasks. Then those tasks would sync to your Google calendar. That may be the way to do it William. There’s quite a few steps [00:42:00] in there and I would, here yeah let me come to you, William’s got his hand raised. Let me see here I’m promoting you now William and you should be unmuted. William, how are you doing?

William: Good, how are you doing?

Chris Davis: I am great. Good to hear from you.

William: Definitely. Thank you for taking the question. I thought it might be a little easier on voice for this one.

Chris Davis: Okay.

William: Yes I use Apptoto which is just like Calendly and then I use Google calendar. Then [00:42:30] of course ActiveCampaign. So the problem that I’m running into is if I take the feed from ActiveCampaign, put it on the Google calendar, it will only display on that one device. Then it will not block the calendar out at that specific time so I can see it. I also end up getting duplicates. Now if I sync ActiveCampaign to Apptoto even if I go through Zapier, same thing with Google see them through Zap well that actually directly integrates with it.

Everything [00:43:00] would show up on Apptoto but that’s not a CRM. It’s just a calendar so I can’t manipulate, I can’t do anything with it. It’s just a list that’s blocked so it does pose a problem. I was hoping that there was some kind of integration where it will actually put it all into the calendar just like Calendly will, just like Apptoto will. But it seems like it kind of comes to a halt with ActiveCampaign.

I tried to do it through a two-way zap [00:43:30] but the problem is it puts it on to ActiveCampaign and then it puts it on to Google calendar and then it sees the zap in the other direction and then it duplicates it up.

Chris Davis: I got you. Yeah, I would say the best way to do it for now would be use your online calendar software to manage your points and then management whatever process those appointments are attached to [00:44:00] in ActiveCampaign, yeah so if you have like appointment for a meeting, they would go and fill out the time on Apptoto and then it will create a deal in ActiveCampaign. Then after that meeting, you would update the deal.

William: Got it. That will make sense. All right, cool thank you very much.

Chris Davis: Yeah, no problem. Great to hear from you William. Happy new year.

William: Same to you.

Chris Davis: Yup, thank you. All right. [00:44:30] Great, great, great. As I mentioned that’s what today is for. That’s what office hours is for is to really help you all think through just how to execute some stuff or your processes. So Marie let me make sure I have your questions. I’ve got your questions Marie. Thank you for jumping on. I’m going to put them right here. Marie had a [00:45:00] few. All right Marie says could you share some tips, best practices for keeping everything organized, automations, campaigns etc. excuse me. Yes, I can. I actually I had … We created a … I think this is it.

Please, end of the year [00:45:30] best practices for maintaining your account. We just published this one in December. This is a really good one to just kind of give you some pointers to go through and organize and clean up. I’m putting it in the chat here. For the most part, here’s what you want to do, here’s what you will want to do Marie.

In your account, I like to as far as organizing, keeping everything organized, I am an advocate [00:46:00] of labels. You’ve got unlimited labels okay so use your labels as much as possible. Now when you’re using your labels, look at this. You see this internal podcast lifecycles, if I go to automations, you see they’re the same labels.

So now I can start to organize perhaps I have a label for particular process or funnel. That’s a big word that people like to use, a funnel. Now [00:46:30] I can group all the campaigns that are attached to that funnel. By doing so, I just do this. See that? I just drag it and drop it over one of these labels and now look now it’s office hour.

Now if I’ve got all these campaigns and I’ll say oh I want to have a campaign specific to XYZ, I can click on office hour and it will just show that one. The same goes for automations. The same goes for automation. You can drag over.

You see you can have multiple labels and now if I go on external [00:47:00] podcast, look at that, it cuts down this list of 294 just to these five. So that’s one way and they’re also on your forms. You see so that’s one way to organize it across the entire application. Pamela says she just learned how to make labels, yup. My list, tags and automations are a mess, forms too. Yeah and another thing is always, it [00:47:30] helps to think ahead and it takes some practice. I will say it takes some practice everyone but every time I name something, naming conventions are huge.

Naming conventions are probably the biggest, the best thing that you can do. Let me see if we’ve got one on naming conventions I can’t remember naming conventions. I can’t remember if we published this yet but I do have best practices for using tags. [00:48:00] We’ve got some naming conventions in here. Let me put this in the chat as well but naming conventions. This is one of the reasons as simple as it sounds, look at this when I go to my automations, look at all, I mean there’s 294, if I wanted to say which one did I create for Laure, I named the automation Laure just for this very reason so I can easily come back and find it.

[00:48:30] Now naming conventions are going to be specific to your business. I would say you’re going to get, you’re going to come to a point in time in ActiveCampaign where you’re going to have a lot of emails, a lot of automations, a lots of forms, all of these things and you’re going to have folders. Folders are going to help as well but nothing beats a solid naming convention. So if there’s a form. If you’ve got 10 forms and each form gives out a free offer, I would append [00:49:00] or prepend the title. I will do this free offer and here’s why.

Watch this. I didn’t want to use this pop up. Let me use this one. Okay. I’m going to do this free … Whoops not fee, free offer. Okay save and exit [00:49:30] and then I’ll have another one deals Conrad. Watch this. These are free, right. You do this for many things in your account anytime it comes to name something. Now watch what I can do. I could have, I could most definitely have a label that says free offer and just have everything in there. I could go in here. Here’s one way, free offers and do add label.

Now [00:50:00] I can go add Bill to that and Britney to that and at this point I can click on free offers and there it is or like I said if I get into this habit of prepending everything with the kind of like a category, if I’m not on here, all forms. Look at this, I can do free offer here and it will pull all those up too. [00:50:30] This is what I would say the best practices are labels and naming conventions to keep your automations, campaigns, tags, everything organized.

I do the same thing with tags when I’m not creating them kind of like on the fly like I’ve been doing in office hours. Look at this, you see that AC-, no vist, this means this is my ActiveCampaign website, no visit for 30 days. A customer bought the e-book. This is a customer, [00:51:00] this is a tag for all customers who buy anything. This is a specific product that they bought, customer e-book, e-book customer.

So naming conventions like this I’m telling you will go a long way. I mean, look at this message type cat, message type dog so if I ever wanted to search for message types, there it is, they are all my message type. Look how easy and quick that is to pull up so I definitely recommend that [00:51:30] for organizing. Then how many lists and tags are too many. I have the feeling that we’re tracking so much. It’s hard to figure out what’s actually important. I would say this is, there it is. It’s hard to figure out what’s actually important.

That’s how you would tell when you have too many. This is a very, this is such an important question to talk about all of us, just ongoing [00:52:00] because I mean you can create unlimited tags, unlimited list and you don’t know until later when it gets unmanageable when you’ve got something that’s out of control. You’re just like oh wait a minute, what am I tracking. So here’s the thing that I recommend everybody do. I always recommend with starting with tracking in mind. You don’t need a tag for everything. You just need a tag to represent or to show [00:52:30] groups of very, very important segments or actions so depending on the platform you’re coming from, a lot of people are coming from ActiveCampaign and they tag when people open emails.

Well you don’t have to tag when someone opens email in ActiveCampaign because look at this, in the segment builder, I can search for somebody who has opened any email that exist anywhere in my account. Now, where would I use a tag? If [00:53:00] there was a specific email. Maybe I sent a promotion, a New Year’s promotion. And I wanted to tag everybody who clicked the link in that New Year’s promotion. I could still very much go here and say has clicked on link and I can select the campaign and the link. I can still do that here but perhaps there’s where I want to use a tag, to show on the contact record who did what but [00:53:30] yeah, it’s easy to use tags for everything.

I would always start with what I’m tracking at the end first and then work backwards. So we’re all tracking customers. All right Marie says she’s got some contacts. I’m new to this company. I’m new to ActiveCampaign to so trying to untangle both. Yeah. You’ve got two for two Marie so here’s what I would do. As the consultant and everybody we’re at 11 o’clock. I’m [00:54:00] just going to ask if you have to go, that’s fine but if you could bear with me a few more minutes, I just want to finish these questions but you by no means aren’t required to stay on but is important question. I don’t want to rush it.

Marie, so for instance as a consultant for a company or someone who’s going to be managing the automation of the technology, the marketing or whatnot. The first thing I would do is determine what hey what are we doing. For every company, it’s more [00:54:30] customers. Mari, more customers. We need more customers.

Okay so what’s important like understanding every step up to becoming a customer and identifying the important steps. So a lot of times people don’t have their processes mapped out. That’s another source of having too many tags and too many lists is that you just kind of executing on the fly just kind of ad hoc like oh we sent an email let’s create a tag. Hey we need another list for these people [00:55:00] but without somebody to step back and Marie, this may be you without somebody to step back and get the full picture say okay what are we doing. For customers where are these leads coming from.

Once they come in, what communication are they getting. What do we want them to do? Once you see the entire process now it’s time to start identifying which points in this process are key like if you think of traveling to a destination, [00:55:30] there are some turns that you really want make sure you hit. Sometimes if you miss a turn, you can make up for it on the next block and turn again so that’s fine but sometime if you miss that turn, there may be another mile or so or you may have to do this whole big loop to come back around and get the turn that you missed. I look at the businesses the same way. There are certain steps.

There are certain actions that are really important. [00:56:00] I say always start with the most important actions first. Those are the ones that create the tags for and that’s what’s to track at a very broad level, the base level, the bird’s eye level. So if we are thinking about back to navigation, I want to know every corner that I’m turning on. I want to know all those corners. So once I know all those corners maybe I want to step down and see what [00:56:30] are the street names of the corners I’m not turning on. Maybe I want to step down even more and say what are the house addresses.

I don’t want to start that deep. I don’t want to start tagging every house address, tagging every corner. That’s really what most people do and that’s where it gets out of control. If you start at the very top, identify for every funnel, try to come up with five main actions. What are the five key things that I can measure and stick to [00:57:00] that and only create more tags and more list out of necessity Mari from those five things. You may have to do this, you may not get buy-in to do this but I’m telling you this is the best thing so I won’t wait for people to say yes let’s do that, let’s take this account, you have all of this list, I will just create my own list just create a separate list that is not going to hurt anything but it’s going to be the start of pulling everything together [00:57:30] and adding people to that specific list, start creating tags with the right naming convention for those.

So if we’re talking about the top five things to measure, I will go in here and I will say top five and then I’ll say email open because maybe that’s a top five and I will have five of them. Those will be the tags that I will start with. As I start learning the business and learning the needs and everything, I’ll be able to [00:58:00] pertaining to tracking that is, I’ll be able to track more accurately and then add from there. And then yes multi-form, multistep forms.

Here’s one thing I would not do. I don’t recommend using ActiveCampaign for quizzes, multistep quiz forms just because there’s other third-party tools out there that do amazing job with that so I don’t want to. That would be wrong for me to tell you to use it just for the sake [00:58:30] of using it but I wanted to show you oh there it is, multistep form. Here’s how to build multistep forms. I’m going to put this link down there for you Mari. So you can do it. You can do a multistep form but what I found is platforms like Survey Monkey, Thrive Quiz Builder and even a lot of form, TrueTypeform [00:59:00] I think it’s called Typeform, they’re a lot more suited for the quiz experience and on the backend, they give you better analytics as far as what choices people picked.

What you can do is as long as they integrate with ActiveCampaign, you can actually tag people based on their results of the quiz that they’ve taken so I’d recommend third-party software for that one but if you wanted to do just kind of like a quick two step form, this guide [00:59:30] will show you exactly how to do it. It’ll walk you through that entire process.

Yup, so and then yes Pamela, let me get your questions saved so I don’t forget for Friday, Pamela all right and I will, I will answer these questions on Friday. Oh we’ve got it going Pamela. I hope to see you all back on [01:00:00] Friday. We’ll pick it right where we left off today and do even more so bring your questions, bring your application, bring your business. Bring it all. I’ll be here at and I’ll be that much more sharper I’ll be that much more sharp. Pamela, you’re very welcome.

Again, welcome to 2018 with ActiveCampaign. I hope nothing but the best for all of you. Hopefully like I said, this was a start to help you just kind of get the gears turning and running here and use this as [01:00:30] a resource for this year everybody. Let’s use it as a resource to help move you forward. You’re very welcome Julie, help you move forward at a rapid rate your business. Don’t stay stuck please do not stay stuck.

Let’s work through some things and by working through it on office hours, you’d be amazed at how many people watch these replays and benefit from your transparency and your openness and willingness to put your questions out there and allow me to help you think and work through them. [01:01:00] With that being said, everybody have an amazing Tuesday. If you’re in the US, Wednesday. If not, maybe Monday depending on where you are the world. Have an amazing day. How about that? I will see you all on Friday hopefully at 1 PM central is Friday’s office hours and I’ll look forward to seeing you all then.