How I Automated The Customer Journey

I recently launched a moving service in 90 days (you can read more about this here) and I managed to automate the entire customer experience from acquiring a quote, to the follow up sequence, and booking process.

All I now have to do is assign the job to a vendor once the job is scheduled and deposit is paid. That’s it.

Oh, and no phone calls. Just email and text via OpenPhone.

Here’s how I fully automated the customer journey and how you can do it too…

I chose to leverage Google ads because people are searching for moving companies, everyday.

Once they click on my ad, they land on a pricing calculator which is based off of square footage. I’m using Interactive Calculator for both the formula and embedded form.

When the form is filled, they get instant pricing on the website and an automated email clarifying the quote. They’re then added to both my Airtable CRM and Mailchimp email sequence. These tools are all integrated via Zapier.

The emailed quote includes a Calendly link so they can easily pick a day and time for their move. It also requires a $200 deposit.

The Follow Up Sequence:

At this point, their status is “Follow Up Needed” in Airtable.

In addition to the automated emailed quote, they also instantly receive an email about our referral program:

The Next Day… After receiving their quote, they get their first follow up email clarifying that if they have any questions they can either respond via email or they can book a 15 minute call to discuss the quote through another Calendly link.

6 Days Later… They get Dean Jackson’s famous and simple 9 word email: “Do you still need a moving service?” (I know, there are 7 words in mine).

What happens if I do engage in manual conversation?

I created an automation where I can check off “Stop Follow Up” within Airtable which then exits them from the follow up sequence altogether.

What happens if they schedule their move?

Their Airtable status switches to “Sold”, a Xero invoice is created, and they’re exited from the follow up sequence.

16 Days Later… If by this point they have not booked or responded to any of my emails, I’m assuming they’re no longer interested or they’re not booking anytime soon. On this day, they get an email asking for feedback as to why they didn’t book — Price, availability, etc. Their Airtable status also switches to “Cold”.

Every 3 Months… Everyone gets an evergreen email to simply stay top of mind. In my particular case, these are local real estate prices for homes, apartments and rentals. You can read why staying top of mind is important here.

Automating processes are immensely valuable — It will allow you to more easily scale, reduce errors, and reduce costs.

BUT, before you try to automate… Simplify your processes.

Go ahead and try it:

1. Document your processes
2. Simplify all processes where possible
3. Identify the trigger for each process
4. Leverage tools like Zapier to integrate softwares and automate processes

See you all next Thursday 👋

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