Office Hours: Unsubscribes, SMS, and the Deals CRM

Recording of Office Hours hosted by Chris Davis on January 30, 2018.

Topics covered in this session:

  • How to handle unsubscribes when someone is in an automation
  • How to use the SMS feature
  • How service-based businesses can use the Deals CRM


Chris Davis: This computer. Now, last week, we had to cut it short so I had a follow up. I’m trying to find my window. I’ve got so many tabs opened I can’t keep track of anything. Where’s my email? Here we go. It looks like we’ve got Marc. Marc are you on? Marc is here. Tom? Tom is not here. I’m [00:00:30] going to say your name wrong. I don’t want to, Katherine. That just sounds wrong. Yes, it’s Katherine. Great, Katherine Sanchez, Ms. Sanchez. It’s Kate anyway. Great. I’ll just say Kate because I don’t want to abuse it. All right, and then Kate. That’s the order.

Marc, I believe yours was from last week. Let me see. We didn’t get to it because [00:01:00] we ran out of time. Here we go. Let me get this copy and pasted up, everybody. Kate, you’ll be next because I don’t see Tom online yet. After I answer yours, I’ll get to Tom’s. With that being said … Where are we at? Okay, Marc. [00:01:30] There we go. I’ll take out some of these spaces. I don’t know why I just did that. Make it a little easier.

Just leave it alone, Chris. Don’t be a perfectionist. There we go. Here’s the scenario everybody. This is a question/confirmation. Clients are on a main list. [00:02:00] We send clients a series of email reminders for the annual event. Want any possible unsubscribes to only get removed from the annual event list versus the AC global all lists.

Please confirm this is accurate. Re: Only have clients unsubscribed from the annual list and not all lists. The reason why Marcus is spading it this way, just in case, you all didn’t know, if [00:02:30] you send a campaign to probably my account and I send a campaign. You know how when you go to send a campaign you can select who it goes to. At this point, let’s say I select master list and Zendesk list, and someone hits unsubscribe. They’re going to be unsubscribed from only the list that were checked.

Even if they existed on this general communication’s list, [00:03:00] since I sent it as a campaign and they hit unsubscribe, they’ll only be unsubscribed if they’re on the checked lists. It’s different in automation. If somebody receives an email from an automation and clicks unsubscribe, they will be removed from all lists because automations are not hide to lists. In fact, one more clarification, an ActiveCampaign, you don’t email [00:03:30] lists. In email marketing, I know they’re called email lists and you’re mailing your list, that terminology breaks in ActiveCampaign because we use lists just for grouping. You’re still emailing contacts that exist on a list instead of emailing a list.

The reason why that’s important to differentiate is because if I was emailing lists then people would get duplicate emails. I say send email one to list A, B, and C and if one contact is on, list [00:04:00] A, B, and C, since I’m mailing the list and not the contact, the email goes to everybody on list A, then everybody on list B, then everybody on list C.

Then all of a sudden the contact has three of the same emails and you’re like, “Oh, why did that happen?” In ActiveCampaign, we’re just using lists for you to tell us what group of contacts so it’s not a mailing list. It’s a list that is serving as a group, a grouping function. [00:04:30] If you mail and you select these groups or lists of people then they will only be unsubscribed from the ones checked even though they could be existing on other lists but like I said in automations, you can’t tie an automation to a list so if they unsubscribe from an email and an automation, they’ll be removed from all list but now there’s a catch, there’s a catch everybody.

If that automation that they’re in, starts [00:05:00] with these triggers … What am I doing? I wanted to use automations. Here we go. If I start with subscribe to lists, and I select a list, any list that is in my start trigger, and then if [00:05:30] I select submit to form. I’m just going to create one. These two actions, if someone were to enter this automation using the subscribe to list action or submit to form, as long as the form is attached to a list which all of your form should be, if they unsubscribe in this automation alone, they’ll only be removed from whichever start triggers were here.

Otherwise if they start by adding a tag [00:06:00] or visiting a site or any other start trigger and they unsubscribe from within this automation, and they unsubscribe within this automation they’ll be removed from all list. Back to this question. Trigger automation by adding client to annual event list which after the event will be removed from that annual event list [00:06:30] for reuse next year. Which after the event will be removed. Oh, they’ll be removed from that list is what you’re saying, Marc, right, when you say after the event will be removed.

You’re saying the contact will be removed, not the list. You’re not removing the list. This is the contact. There. If the client unsubscribes from annual event list, they only get removed from [00:07:00] the annual event list. Is that all you need to do or do I need to edit the unsubscribe link in the email template associated with the annual list event? Will it still work? First off, here is yes. So far, so good, Marc. You’ve got a master list if someone is added to your events list and that starts automation and they unsubscribe within that automation then they’ll only be [00:07:30] removed from the annual events list.

Now the trick is if they’re getting any other automated follow up in another automation, it could take them off the events list. You have to … I guess it’s just a matter of understanding where people are at in the journey but if they’re on the events list, you use that subscribe as a start trigger and then within that automation they unsubscribe, yes. They’ll only be removed from [00:08:00] the events list. Do I need to edit the unsubscribe link in the template associated with the annual events list.

I would do it just to be safe because it serves as a catch-all. Remember I had this one set up, master list unsubscribe. I have this set up to where this one would be something like you’ve been unsubscribed here. Here, let me adjust this. [00:08:30] I had this one everyone. Unsubscribe. Great. Kate, I see your hand. I’m coming right to you and we would do something like this. Please select the type of communication [00:09:00] you would like to receive from us.

Something like this. They would go to a place that has this form on it and now you would have events like updates on events and they could select. Even though they’re unsubscribed at this point, they could say yes, I still want to receive these and then hit update and then it will re-subscribe them. It does not hurt to have this. I would have this standard, just in case. This is your fail-safe. Yes, I would customize.

[00:09:30] You don’t need to but I would customize that link just like Is aid to serve as a fail-safe and maybe they accidentally unsubscribe and they’re like, “Oh no. I still want event stuff. I just didn’t like that email.” Will this still work if the automation which triggers the clients are added to annual list starts another automation with reminder emails in it?

At that point, no. If they unsubscribe from the automation you added them to from another one, [00:10:00] they’ll be removed from all of them. The automation has to have … This is your gate. I always tell myself use new tabs, not using the same one but it’s going to serve as your gate, the start trigger. Think of it like this. When someone unsubscribes from an automation, what the technology is doing is just saying, “Oh, you’re unsubscribing from this email. Which [00:10:30] automation was it?”

Then they look into the automation and say, “What triggers were there?” if it goes to a list, it’s going to say, “Okay. Just remove from this list.” Now, if they say, “Hey, you unsubscribed. What automation is this?” Let’s say it was this. Then I say, “Okay. This automation was the start trigger.” You see the start trigger is not a list or a form then they’re going to be unsubscribed from all lists [00:11:00] or does the add to list trigger need to be in the same automation with the reminder emails? Yes. That’s the answer to this.

Marc says, “Please clarify. Can I add them to the annual notify list via a separate automation?” You can, but you need … Whatever that separate automation is, you have to have it to where the start trigger is subscribed to lists. You can’t add them to the list and [00:11:30] then add them to another automation. Then he says, “Then remove them after the notification so they can be re-added next year.” That would be the safest thing.

Just take them off of it at the end of your promotion and then add them again next year. That will save them from being dormant on the list and if they do unsubscribe from an automation email, now they’re off that list so yes. [00:12:00] The add to list is a trigger for the next year. That will be fine. The automation is off and then when you want to start marketing again, you turn automation on. Add to list is the trigger or subscribe to list is the trigger, then they start coming back in. You can either manually subscribe them or subscribe them from another one.

[00:12:30] Kate has a follow up question. She says, “So in this case, does everyone need to have that setting, the unsubscribe form because I didn’t do that setting in any of our campaigns?” You don’t have to. Kate, it’s good. It’s just a good fail safe to do. No problem, Marc. Of course. Great question. It’s a good fail safe but you don’t [00:13:00] need to. Here’s what I mean. By default, whichever list the contact subscribed to first, if you go to list and go to advanced settings, and if you click on public pages, you’ll now see got unsubscribed page, the subscription updates page, forward to a friend archive.

If we click on the unsubscribe page, [00:13:30] this is the standard unsubscribe page that they will see once they click the link that says unsubscribe me. If you want to change that, you can say redirect to our URL instead. I could send this to you know I used to have this set up until they updated the website, unsubscribe. [00:14:00] I could send them thereafter they unsubscribed. You can do whatever you want. Some companies get creative and they have a video with someone crying saying, “Oh, you’re leaving me.”

You can really have a page on your site where you customize it. What I was saying is you can also embed a form like this on that site just in case. I’ve seen a 1 to 3% conversion rate of pages having [00:14:30] this on there for people to re-subscribe after they unsubscribed because they didn’t know all of the options that they had. It’s not required and it is available if you go to those steps. Great.

Tom, I see you’re on. Let me get to yours, Tom. Let me see. [00:15:00] You’ve just been having trouble getting on office hours, five times I want to say. Is there a specific … Tom, let me know if there’s a question. [inaudible 00:15:19] I guess this is your question, here it is. Here’s Tom’s question. [00:15:30] He says, “Whom is learning and training prime at ActiveCampaign?” and estimates, perfect, Tom. Let me grab this too. This is a good question because your training is twofold here. Your first layer of training is right [00:16:00] here.

Let me go to on the education center and then, Kate it’s your turn. If I go to to the education center, and you can go right here. Schedule a one on one. This is your first. Enter your account name everything and you’ll be able to schedule a one on one. That’s your first line of defense. These are all people who get trained by myself as well as their respective team members [00:16:30] to make sure that they’re well-equipped with handling all of your questions.

They’ll go into your account, help you build automations, they’ll talk to your marketing. They are hands down the best of the best when it comes to the front line. Now, if we were to go say, “Hey, in between the front lines, who do I come to?” Then the second will be office hours, where you’re at right now. Office hours, ask your question to me and I will be able to [00:17:00] guide you and help you as much as possible within the timeframe that we have. That’s that.

Then SMS. What can be done with SMS? Great question. First off, you need to have a … Got it, Kate. Thank you. I’ll just copy the ones from the chat right on the screen instead of pulling them up from email. First off, you need to have the plus plan or hire for SMS. Once you have SMS, you can [00:17:30] go here to advanced settings. I believe it’s advanced settings. Is this what I want to do? I can’t remember where is that.

There’s a setting that I wanted to … Oh, it’s right here. You have subscribe by SMS and look at this. You can determine what phone number, you would like to use. Once you set up a phone number, you can activate it and then you’ll be able to customize these responses. [00:18:00] Let me see. I’ll just use this one. If I activate it, look at this. If somebody text this number, Bob sends a text too, this, this and that. With the keyword, Active Chris-AdEspresso. That is a crazy keyword. You want to change the keyword here to AC Chris. That’s easy. Something easy for them to remember that when they text this, this is going to be their first response, “Please text back [00:18:30] your email address to get the promised resources.”

I can change this, right to get the free report. See that? I can change that. When I text their email address, see, it’s showing you what it will look like here. They’re going to text them back and then you can set the successful message. If that’s successful, that’s weird to say, “Thanks. The resources have been sent [00:19:00] to your email.” Then if they text anything that is not their email address, you can determine what message they received. Please try typing your email again. Missed the E.

You can see how it all looks here. Then what I would do is I would save my settings or [00:19:30] I need to purchase credits, I will purchase them. That’s how you can capture emails by SMS. That’s inbound. Outbound is different. Outbound is … We’ll need the start trigger. Remember, that keyword was attached to that list. Whichever list [inaudible 00:19:58] says subscribe by SMS, when [00:20:00] I set up that keyword, anybody who subscribes is going to be added to that list.

Then I go send to SMS and now you can see I can say just checking in. Then watch this. This is where it gets more powerful for us. I can use merged field. Did you receive the report? I [00:20:30] would love to catch up. Respond to email and let me know. Something like that. I don’t know. Then I can determine what timeframe I want this to be sent and which days. Then I hit save. Then it goes out now.

Now, here’s the thing. If they respond to this, [00:21:00] you’ll be able to see the responses on their contact record but you’re not going to be able to trigger like automations if they respond. It’s not like you can say … In an email you can see if they’ve opened or clicked it and then trigger automations. You won’t be able to actually have a conversation back and forth. This is really once you’ve captured their email, SMS is very much outbound.

Then Tom asks, “Is there any integrations with Facebook messenger bots?” Not [00:21:30] that I know of. I know in this podcast right here, this is where the list are to, Tom, Facebook messenger marketing. Max goes through … I’m going to put this in the chat. He goes through a platform called ManyChat, if you haven’t heard of it. I’m not used to it, yet. He’s got it integrated with ActiveCampaign so I’ll put that in there as well. [00:22:00] There you go. I would try that and then of course give that podcast a listen as well. Thank you so much, Tom.

Kate, your turn. Now, Kate, I saw your hand up. if you want me to give you audio control just let me know and I will otherwise, I’m just going to put these questions up. Just let me know how you prefer [00:22:30] to handle it. Kate‘s question … Perfect. Kate, I’m coming to you. What happened to my screen? Kate, where did you go? Your hand went up and then it went down. I don’t want to give you audio if you don’t want it, but I can. If you raise your hand, just keep it up and I’ll give you audio control. All right. There it is. Keep it up. Give me a chance so I’m got to move my screen around. [00:23:00] There we go. All right. Here we go. Now, Kate, howdy.

Kate: Hi. How are you?

Chris Davis: I am good. How about yourself?

Kate: Fine. Thank you so much for giving me this opportunity to talk.

Chris Davis: Yes. No problem.

Kate: I didn’t write a concept but I just wanted to know that our company is for a service, not a product. That’s why I want to [inaudible 00:23:30] [00:23:30] because my question is about that because we have service from investment things so we have three types of steps: The admin, the supervisor and the salespeople.

Chris Davis: Okay, great.

Kate: I just want to tell you that when you question and then you please tell me how I need to proceed.

Chris Davis: I’ll keep you on and I’ll just talk through the questions.

Kate: Thank you so much.

Chris Davis: Kate says, “How [00:24:00] much can we manage the dashboard and how the admin or supervisor can see on there to the task for the sales team?” With ActiveCampaign, you’ll have unlimited pipelines. Within those pipelines, you have unlimited stages. For here, you can see I have this internal podcast interview and it’s going to show me all of the … This is my task view. This is going to show me all [00:24:30] the tasks. If I was logged in as another user, it would show … You see this? I can set to a specific user but by default, it’s going to show my task.

This is how people in your team are going to be able to go into a pipeline and see which tasks they need to be taking action off. Now, remember in order for a task to appear here, and if we switch … Here’s how you switch to the deal view and the task view. [00:25:00] If we want those tasks to appear there, they must be added on a deal record. Let’s say I wanted to do this one. This is a deal record and then I can add a task here. I mean add a task here and say I want to have a meeting. I want to have a meeting, the 31st at 12 for one hour and then I add it.

[00:25:30] This task is going to be assigned to me, I created it right here and then I could even add an alert, other things. Now, what should happen … here’s why I say the task was assigned to me Kate is because I’m the owner. If I change owners then the task when it’s created will be assigned to whoever the owner of that deal [00:26:00] is.

Kate: Okay.

Chris Davis: Go ahead.

Kate: For example, if I am the salespeople, I need to make a lot of task but I want the alert that I put because when you created a note, an email or task, you can make some alert, right?

Chris Davis: Yes.

Kate: Is it possible to … If I put alert to send to an email and then I alert to my email and to my supervisor too or not? [00:26:30] It’s just one email.

Chris Davis: It’s going to be one email to if I do this 15 minutes before, this alert is going to go to the deal owner. It won’t go to anybody other than the deal owner.

Kate: Okay.

Chris Davis: Remember too when the deal is created, whoever the owner is will get a notification too and you set that up here. If you go to your avatar and [00:27:00] select my settings, right here under notifications, you see that?

Kate: Mm-hmm (affirmative).

Chris Davis: New deal is owned by me, updates to any deals, updates to my deals.

Kate: Okay.

Chris Davis: If you want the admin to get a notification, regardless of who it’s being assigned to, you can make sure it’s selected right here, updates to any deal. These are specific to [00:27:30] each user. Each user will go in and set these. This is not account-wide. If you had a sales team member, you want to go in there and make sure they have the appropriate boxes checked.

Kate: Perfect.

Chris Davis: You see this mentions of me and comments or comments on my deal activity?

Kate: Yes. I just see that but I don’t know how it’s working.

Chris Davis: I’m going to select both of them and here’s what it is. Comments on my deal activity. This is really cool. I’m glad you brought [00:28:00] these up because are … I don’t get to talk about this feature much but let’s go back to that same record. Right here … Where is it? Where’s my file? Here it is. Let’s not do anything complicated. Look at this. This is a meeting and I can comment on it and say, “I may be running late [00:28:30] to this one.” See that? Hit save.

This comment is now going to send a notification to the deal owner so if you’re the admin, you can go in there and say, “Please make sure you’re 50 minutes early for this one,” and they’ll get that notification. That’s the first option here. Comments on my deals or activities. This one is mentions of me and comments. [00:29:00] Now, let’s say I wasn’t in there … Let’s say I was looking at the actual content record and I’ve seen something and I said, “Oh, they’ve just completed this automation.” I say, “Right.” I just use the at symbol and I say, “Jamie, follow up with them today.”

Kate: Oh, okay.

Chris Davis: And hit save. Now, this owner … [00:29:30] Now, Jamie is going to wonder what I’m doing. Jamie is going to get this notification that I made this comment and should be able to link back.

Kate: Okay. Perfect.

Chris Davis: Let me just make sure that’s … Let me see. If I just type in … You want to say the at. Exactly. You definitely want to do that. Discard. Those are how you can keep everybody updated with activity that’s [00:30:00] going on in this CRM. You can have an entire string of comments just on this one action or an entire string of comments based on deal activity. Maybe respond and say, “I can’t make 15 minutes.” “Well, let me just reassign it to somebody else.”

You just go in here and give it to someone else. They’ll now get the notification that a deal has been assigned to them and then you can go back and say, “Hey, make sure you’re 15 minutes early.” They say, “Okay. Got it, you’re good. You’re done.” [00:30:30] That’s how you would manage. The last thing, Kate too is I don’t want you to forget this, you can also go to users and create groups.

Kate: Yes. I have to check up groups like I said before. I have admin, and supervisor, and in customer experience, and salespeople.

Chris Davis: Great. Now, you can [00:31:00] set their permissions and some people would just be able to access deals and not automations and X, Y, Z.

Kate: Yes.

Chris Davis: Did you have any other questions?

Kate: Yes. There are two ones.

Chris Davis: Okay. Just keep going. Which are the skills of the CRM, how much can we do with that tool? With the CRM, the deal CRM, you see that you can manage the sales process. You’ve got multiple stages but it’s not limited to the [00:31:30] sales process as you see here, this is my internal podcast interview. I haven’t used it in a while but whenever someone internally wants to record a podcast, I have it create a deal. Now, where’s it gets interesting, Kate is that the CRM and automations are tied together so you see this interview interest.

I have an automation. When they fill this form, I’ve got [00:32:00] a request form, look at that. It creates the deal for me automatically. This created deal is now going to automatically display right here. I haven’t done anything yet. When I get this notification, a new deal has been created, I’ll go into here and then when I’m ready to schedule time, I’ll just drag it right there. When I drag it over there, what’s going to happen [00:32:30] is, it’s going to trigger another automation, this one right here, step two and you’ll see it right here. It says when the deal stage changes to that stage, send them an email.

Kate: Yes. That’s what I understood. I don’t know if you can see my account but I have all-

Chris Davis: Yeah, I can’t see it.

Kate: Yes. I have all the automations on deals created and all the pipelines [00:33:00] created too but for example like I said before, I have three types of group, of users. One of the admin, I and my boss, we don’t have any problems because we can see everything. We can edit, add and delete it, everything.

Chris Davis: Great.

Kate: For example, in the supervisor people, I need to see the … Like you said my answer of my first questions with the dashboard. All the tools the supervisor [00:33:30] needs for seeing all the tasks for all the salespeople. We have another group that is a customer experience that is the person who tried to see all the stages on the pipeline. She has specific things to do on the CRM but we tried to figure out how much we can do with the CRM because understand [00:34:00] some parts but some parts, don’t.

Chris Davis: That’s one. What are some of the things that you were trying to do?

Kate: For example, let me open my email because I have all this right.

Chris Davis: Is it the email that you sent me?

Kate: No. This is another email.

Chris Davis: Okay.

Kate: Give me a second because I’m here. For example, we have [00:34:30] some things in our Excel that we use. Before we ActiveCampaign, we used Excel like CRM. We have some, I don’t know, value for example, we are right now in a canteen so we use a different type of coin. We use [foreign language 00:35:00]. [00:35:00] We need to add that coin. I’ll just ask for how many times on that chat but all of it, the person told me that if it’s not added on the application, we can use it. That is one step that we need to watch-

Chris Davis: Oh, the currency.

Kate: … for example.

Chris Davis: I’m not sure. Let me see.

Kate: We work with dollar [foreign language 00:35:26]. We need to use USD and ours. We don’t have the coin [00:35:30] app, ours. For example, if one deal … I see your way. If one deal have two type of investments so we use the part that, “We need to create two deals for one contact.” One for ours and one for USD but we don’t have it in the coin. I don’t know how can I add a coin. If I cannot, so I need to know if I can send an [00:36:00] email to someone for, I don’t know, for [crosstalk 00:36:03].

Chris Davis: These were the only currencies and your currency isn’t showing here.

Kate: No.

Chris Davis: We’d have to add it. We’d have it added. That’s a request that you’d have to put in.

Kate: Where?

Chris Davis:

Kate: Okay.

Chris Davis: Put your currency request in there and it may be an easy add, it may be a little more into it. A lot of people will request [00:36:30] translation so we had a lot of people request French translation so now the application is translated in French for those French-speaking countries. It’s always good to put it there in ideas. That will be one. That would help and then is there any other thing aside from the values?

Kate: Sure. For example … It’s my third question. We are working with an investment with financial things. [00:37:00] Many times we have the contract that grows and then the contact decreases. If one person invests $1,000 but the same person retire all the money, I need to make the difference for the person who grows and decreases. How can I do that with the CRM?

Chris Davis: Sure. [00:37:30] You’re using the CRM for on-boarding of new clients, right, if they want to start investing. At that point, I would say, you would handoff the relationship that’s like a closed deal to whatever you’re using to manage like your client’s performance because I’m sure there’s probably some stocks, some other investment funds. The CRM would be good. In your specific case, Kate, the CRM would be good for getting them to that [00:38:00] point where they’re ready to invest.

Then if they’re scheduling ongoing training, you could use the CRM to keep track of the train or what not but the actual performance of them as an investor, you’ll probably want to use a tool that’s more catered to, like you said, measuring the growth or the expansion of their portfolios and activities. That wouldn’t necessarily be something I recommend you doing, the CRM. Does [00:38:30] that make sense?

Kate: Yes. How can I at that or how can I add that to my CRM?

Chris Davis: I would look at it as my point of … Let’s say you have two points. You have they’re interested in your investment company and then the other point is they’re signed up as a client to your company. I would use the CRM for the first two points like you’re interested, use a [00:39:00] CRM to get them signed up. Now, the minute that they’re signed up, the CRM isn’t going to be able to track their stock performance and report that back.

All of that data is going to be in wherever you guys are tracking it. That’s the platform that I would recommend that you measure the difference in where the contact grows or decreases.

Kate: That’s right.

Chris Davis: The CRM at that point wouldn’t be able to keep reporting to your application. Does that make sense?

Kate: Yes.

Chris Davis: Okay.

Kate: Right now, we have that. [00:39:30] We use the contact for example if the person have [inaudible 00:39:37] stage for a pipeline and then if they tried to make some possibility to sell or something [inaudible 00:39:46] that would change this stage and we make one when the person convert to our clients but when the person is our client and then he [00:40:00] want to retire all the money that they have with us, that person is a type of person that we need to know how can we make the difference with the other contact or with the other deals because I need to make something that’s specific to the person to retire all the money. I don’t know how can I make that difference because when the person complete [00:40:30] all the part from the stage, I make us one. If the person is not interested at some point of my stage on the pipeline, I make us lost.

Chris Davis: Yeah. That’s good.

Kate: If the person is won but have some [inaudible 00:40:47] a specific like a possibility of sales or for the future like [inaudible 00:40:53] or something like that, so in the future it has three months or six months and the person retire all [00:41:00] the money. That person is decreased to my business.

Chris Davis: Right.

Kate: I need to make some difference because the person have won. I can change lost because it’s won because he complete all the process that I put on the pipeline. I don’t know and if you have some solution so I can make something for difference for all the persons. [00:41:30] In some part, we want to make some automations or something with all the person like in six months retire all his money. We need to make some emails or something about marketing with that specific person. I don’t know if I just need only to subscribe to all lists when the person do something after six months or if you have some solution, [00:42:00] I really want to hear you.

Chris Davis: Yeah, sure. It sounds like what you would have is you have the event, the most critical path for you is when someone is marked as won, the deal is won and then sometime later, they say, “Okay. I’m done,” and you have to dissolve all of your funds, right?

Kate: Mm-hmm (affirmative).

Chris Davis: Now, at that point, you want to have some form of communication. Are you thinking you want to have some communication go out to them or just internal [00:42:30] to your team?

Kate: Yes, with both.

Chris Davis: Okay. All right. What you could do is you could have a separate pipeline and you could call it the decreased pipeline. Essentially this pipeline could manage the communication for people who have said, “I’m done,” whether you’re sending them emails periodically or you’re just notifying a team. One thing [00:43:00] that you can do is you can custom field that says client status. Here, let me just do it. Now, watch this. If I go to manage fields and I do a radio button because they can only be active or inactive.

Now, investment … You’ll just have client status but I need to different to different status. Then I could have active [00:43:30] and then inactive. I don’t need that. Then I’ll hit add. Now, you’re going to have some automation. At some point, we’ll just say new automation, continue. This should work. Where is it? Deal status changes to one. Just using this for a quick example [00:44:00] then I can go and say, “Update the contact.” This is nothing new. You already have this in place.

Kate: Okay.

Chris Davis: We all say Kate deal one. What’ll happen is now when you Marc those deals as one, when you go to the contacts profile page, you’ll see a custom filed there. Oops. [00:44:30] Come on Chris. Here we go. You’ll see custom field now on their profile page and it will say … It should be towards the bottom. Investment, client status. It should be marked status.

Kate: Okay.

Chris Davis: We’re all good here. They’ve been marked active now. That is your indicator to say, “Okay, they’re investing with us.” Now, some point later in life, they say, “Hey, I’m done. I’m out of here,” [00:45:00] or whatever. They’re not that aggressive. You can either do one of two things. You can have somebody come in and update this to inactive or you could actually have a form and this could be part of your procedure. Somebody says they want to deactivate or stop their investments and then the salesperson reads a document that says, “So sorry. Make sure you fill out this form.”

[00:45:30] The form could be I’m just going to say client deactivation for our sake. It doesn’t matter, what list they’re on. Now, I have a list in ActiveCampaign that is called deactivation, my deactivation list. This is going to be all the contacts who were once a client that decided [00:46:00] elsewhere, right?

Kate: Right.

Chris Davis: Here it is. Deactivation request form. There we go. That sounds better, request form. Then we’ll just have instruction. Please fill [00:46:30] out the form below immediately when you have received a deactivation request. Then it’s just going to say the name of the person, their email address and then what we’ll do is put this here [00:47:00] and set them to inactive. Set the status to inactive. We just put it there. Now, you have … Let me go to integration. Now, you have this document in your business and it has this link that says, “Oh, you’ve just received a deactivation request. Please visit this link and follow the instructions.”

They click the link, it goes here. Now, in fact … [00:47:30] Watch this Katy. Let’s take it one step further. If I could find where I was at. Here we go. Watch this. I can even set this, can I set this as a default? There we go. I can set it as inactive by default so they don’t even have to do much. It should be … I don’t know. Well, it worked in the builder. Anyways, if I go to the form field and put a default back, [00:48:00] I can have it set to inactive by default.

They’ll put their full name and email and when they hit submit, it’s going to move them to the deactivation list and have this set as inactive. Now that event can trigger whatever communication. They could add them to a deactivation pipeline and now you can start adding, building out stages of recovery or just continue engagement.

Kate: Okay.

Chris Davis: That’s a good way [00:48:30] where you can use the CRM for on-boarding and hopefully rescuing or just staying in contact.

Kate: Okay, perfect.

Chris Davis: All right. Great. It was great to meet you, listen to your voice and of course e-meet you so thank you so much for asking the question. This was a really good example of you’ve got a traditional business that’s not selling digital products, right?

Kate: Yes.

Chris Davis: Not selling stuff ecommerce, it’s a service. [00:49:00] You have a service based business so how do you blend some of the personal stuff that people have to do with the CRM so a very strong example. In fact, Kate, if you’re up to it, I would love to have you on the podcast and talk about your business and the model.

Kate: Perfect. I can show you all of my automations that we have and all the pipelines that we have because you warehouse of service and then you can check if everything is okay and if you have [00:49:30] made some comments, we love to do that.

Chris Davis: Great. I put the link in the chat so just follow that, fill out this form and I can get you on the podcast because I think your CRM usage will really help people understand the possibilities.

Kate: Yes. Perfect.

Chris Davis: Great. Thank you so much for attending. I’m excited now to record the podcast with you.

Kate: Perfect. Just one more question. What about the [00:50:00] reports?

Chris Davis: Sure. The reports on the deals or reports in general.

Kate: The reports in general.

Chris Davis: The reports in general as of now … I’ll put it like this. It’s changing. It’s changing but as of now, the reports are based around email performance and goals reporting. If you have goals in your automations, you’d be able to easily [00:50:30] see how they’re performing and otherwise you’d be how your emails are performing than certain automations. That’s the breadth of our reporting.

Now, I will say if you need deeper reporting, I just recorded a podcast. Now, I haven’t used this personally so I just talked to the CEO and he’s a really good guy. I believe in their software. What did I just do? [inaudible 00:50:57] the [00:51:00] podcast. This one right here, Growing Your Business by the Numbers, Scott Desgrosseilliers. He owns wicked reports and I’m putting the link in the chat. It’s a reporting tool that will allow you that grabs data out of ActiveCampaign and puts it in the dashboard for you.

Kate: Okay. Perfect.

Chris Davis: This may be it and, Kate, a lot of people, I haven’t used this on either but a lot of people [00:51:30] in the Facebook community, this comes up a lot too where you can create dashboards on the performance as well. I’m going to put that link down there as well. I should reach out to them and get some insight on exactly what you can do but those are the two if you need to take reporting a bit further than what’s natively available.

Kate: Okay, perfect.

Chris Davis: Great. Thanks so much. [00:52:00] I’m going to move you to attendee because we’re at our hour and I look forward to having you on the podcast.

Kate: Yes, perfect. Thank you so much. We’ll keep in touch.

Chris Davis: Okay, great. You have a good one.

Kate: Bye.

Chris Davis: Great call, everybody or great session I should say. Great questions, great questions and thank you all for attending. Remember I do office hours twice a week every week, Tuesday at 10:00 am, Friday at 1:00 pm. You can attend as [00:52:30] many as you like and they’re recorded for your convenience as well as people who watch the replay. Keep coming please. Keep reporting back what you’re doing with your business, what’s working, what’s not. It’s all welcome here at ActiveCampaign so this is the end of this session. I’ll see you all hopefully this Friday and have a great week and hopefully this is helping to get your week started off right. Automate responsibly, my friends and I’ll see you later.