Simple Systems to Deliver Your Product & Onboard Clients on Autopilot - Elizabeth Neumann

Walk away with a 3-part onboarding sequence, smart tagging strategies and tools for seamless delivery (even if you’re not techy!)

Website: https://ElizabethNeumann.ca

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[00:00:01]: Hi, I'm Elizabeth Neumann and today I'm going to be talking about some simple systems that you can set up and build so that you can deliver your product and onboard your clients on autopilot. First, I'm going to talk about why this matters, because this is where I find a lot of creators get stuck. They've created the product, now they're not quite sure what the next steps are. And so throughout this presentation, I'm going to be talking about what you can set up to help make that experience smoother for the people purchasing your product and also make it easier on you so you're not having to do all of these manual steps. So that way you don't have to be manually setting emails, you don't have to be manually managing the access or answering the same questions and over and over again of buyers wondering where to find something or more information about your product. So this is where the post purchase systems are crucial for building up that trust, keeping people engaged, and lowering the chance of refund requests. By having these systems automated, it makes it a lot easier for your buyers to automatically get access to what it is that they need. And they will also be able to then build that trust and know that they got access to everything.  

[00:01:19]: All their questions are being answered in a simple way, all the information is there for them, which then of course can lower the risk of refund requests and it increases their satisfaction with what they just purchased. So I want to welcome you and let you know what to expect during this presentation. So what we're going to cover today is a three part automated onboarding sequence. I'm going to be talking about some smart tagging strategies and I'm going to go over a few tools that you can use to support the delivery of your product. And that way you don't have to have all this tech overwhelm and be able to know what tools are available for you. So I am a business automation strategist and so I help business owners and entrepreneurs simplify their tech and create the clear automated systems that save you time, support your marketing and sales, and strengthen those client relationships. Back in 2016, I left my full time role as a criminal courtroom clerk. So I was the one who wore the black robe, read people their charges and kept the courtroom running in an efficient manner with a lot of paperwork that I had to do as well.

[00:02:28]: But I did leave that job that I really enjoyed to then create an online business which I enjoy so much more. So I've supported many different types of clients by developing customized Automation strategies, setting up different follow up processes and connecting their software to make their marketing and sales easier. So with the years of hand on experience and all the ongoing training that I do to keep up with all the different software, my superpower is taking the overwhelm out of the tech and empowering business owners to by building their simple automated systems so that way their clients have a professional experience when they purchase from them or interact with them through their marketing as well. So the whole point of automation, the goal of it is that once it's mapped out so that it fits your business and your clients and it's built, the system will run without you. So, so that we don't have to do all of these manual steps that take up so much time for entrepreneurs if they don't have a lot of these steps in place in an automated way. So the hidden cost of skipping these delivery systems and making them automated will be having to do a lot of manual delivery, which actually takes up a lot of your time and or your team's time to be sending emails, to be giving access to, to people manually or to be answering a lot of these questions that people send in. And so it just ends up not helping with productivity and being able to focus on other activities that can then bring in more sales and connect more with your audience or your clients. So it just ends up being a total of a lot of wasted time.  

[00:04:14]: So if you don't have onboarding, then clients can feel overwhelmed because they're not quite sure they came into something, they purchased it, they took a chance purchase something from you and then they're coming in. And if you don't have the onboarding set up, they may not be quite sure what their next steps are, how they can get access, where they can get support, what the options are for that support, if there are any, if there's calls that are company the digital product. There's so many different variations of digital products and so you just want to be sure to onboard them in a way that they feel comfortable. They know what's coming, they know what they purchase, where to get it, and all the information that they need. So to do an overview of your automated delivery system in a simple way, what the first step is that when a person purchases, they get access to the product. That's the very important step so that they feel that they did get access right away to what it is that they purchased and they're not looking to figure it out or feel unsure of what they just bought and whether it was a good idea or not if they don't get that access right away or know where to get access to it. Now the next step is that there's automated emails that welcome them and guide them through that process. That would be your onboarding process of welcoming them, getting them what they need.  

[00:05:37]: And another step of this is to do the progress follow ups. Being able to check in on them, giving them that chance to ask anything they need, following up with them to see if they've taken steps with your product of whatever steps those may be, and just being able to guide them through, through and keep following up with them so they get all the care and attention that they deserve. So when it comes to automation, it's not about doing more, it's actually about doing less manually and letting the tech handle all of the routine work and being able to again free up your time so that you can spend it in other places in your business where you can't automate or don't want to automate so that you can then keep growing your business and keep doing those, reaching the goals that it is that you want. So I'm going to talk about tagging now. So tagging is actually gives you the chance to do personalized automation without the manual work. So in different softwares you have the chance to put tags on different contacts within your email subscribers so that you can then be tagging them as someone who has signed up for something or purchased something. And then that way you can then either choose to send an email to someone with that specific tag or send an email to everyone except the people with that tag so they help you automate your follow ups, organize your audience and trigger those next steps. And so an example of this would be making the tag say purchased and then having the product name.  

[00:07:14]: So that way you can set it up in your automations that when someone purchases this specific product, they get this tag. So then that lets you know how many people have purchased that product and you're able to again take people and send an email just to people with that tag or exclude them. This helps in instances of, for example, if you're sending out an email where you're encouraging people on your list to purchase your product, then you can always exclude the people who have purchased by excluding this tag. So that way they're getting the email is only for the people who haven't purchased, so they're not wondering why they're getting this email if they already purchased it. So that would be an example. And so when it comes to tagging, I really recommend to have the Same naming system throughout all of your tags. It'll just make it a lot easier if you follow a system and, or your team follows the same system. So that we can always look up tags quite easily and be able to know what it's referring to.

[00:08:13]: So in my example I have purchased, so we know it's a purchase tag and then the product name. So then that way you can always follow an example like that or something close to that. So that way you can have purchased and you can use the same thing for other product names. If you have webinars that you're running, let's say you could always do webinar and then put the name of the webinar and the month and year. So that way you know that these people have signed up specifically for this certain webinar and then on any other webinars you have will have different month and year on it. So then you're able to keep everybody segmented and be able to email only those that need to be emailed, depending on what email you're sending. So I'm going to go into the first automation I'm going to be covering, which is actually the very first step, which is giving them this tag that I was just mentioning. So you want to always tag them when they purchase.  

[00:09:06]: So that way that's done right away. And you want to have an email getting sent to them right after that purchase. So that email can include their login information, support information and any next steps. And there is an optional suggestion as well that you can always link to your FAQs. If you happen to have your frequently asked questions somewhere on a site or in a document or something, you can always put a link there or you can always include a small section at the bottom, for example of your FAQs. It's just that way. It just helps to address those common questions that people have when they have just purchased your product. Now, automation number two is to add on to that same that's automation step number two is to add on to that same automation so that you send it an email on the second day.

[00:10:00]: So they first got their confirmation one on day one and now they're waiting a day and then on day two they can get another email that reintroduces you and your business. It can show clients how to get started. And you'll want to just keep it simple, simple having one task with one call to action. So it could be, for example, watch this 2 minute intro video, log in and watch this video and giving them the link where they can Find that directly or read the Getting started guide, whatever works for you. And just getting them now more information as they have purchased the day before. Now it's day two and then you're just showing them how to get started. So again it's reaching out to them and getting them more of that information that they need. Now it's up to you.  

[00:10:44]: If you want to add in more of those emails, you can. On day three and four, if there's more information you want to be able to give them, you can always do that. But I also do suggest that by day five to seven, you're doing like a friendly check in email. And so this is where you're checking the progress, you're asking if they need help, you're seeing if they've already logged in, if they've already had a win, whatever it might be that you're doing a check in just to get them back on track. Because it's very common that people purchase, they take a look at something, they might do something a little bit with it and then they kind of put it aside and there's life and all these things going on. So when you're sending these emails, whether it's the onboarding emails or part or this like check in email, then you're able to check in with them and make sure that you're getting them back on track as well. And of course you're wanting to encourage all those replies and engagement from their end in the email. So these three automation steps all are part of your onboarding automation.  

[00:11:44]: You can put them all together. I just divided it up so that you knew the different parts of that onboarding sequence. So that way you can have that set up for them and then help their process along right after they purchase. So now I'm going to touch upon some delivery tools that work. There are quite a lot out there when it comes to what software you can work with. You may already have something or maybe to switch to something else. And there are some very simple ones and then there's ones that you can use simply or go very advanced. So the ones that are the more common ones that I've worked a lot with clients and like, just a lot easier to work with would be the first one would be Thrive Cart.  

[00:12:32]: That's a very common one for creating courses or delivery of your products. And a lot of times people pair that with Kit, which was formerly ConvertKit for their email marketing. Because ThriveCart doesn't do email marketing, as in sending out emails for sales or nurture or anything. Like that, but they do send out some purchase email confirmations and things. So then that way you can always have them going from kit and just being able to use those and being able to pair them together. Another option would be Kajabi. That's an all in one tool that you can put in courses. You can do email marketing with that.  

[00:13:16]: And then there's High Level. FG Funnels is a white label version of High Level. I use FG Funnels, I've been using it for maybe about five years. There is a learning curve to any of these. But I do find that when it comes to High level and FG funnels specifically, there is so much opportunity to start off on a basic level and then have it grow as you are growing your business or switching over to the platform and then you can set up even more. So it is an impressive software and just it works well once you learn how to use it or have someone help you with any of these. And so I have helped a lot of clients with all of these and getting set up or continuing their setup or making sure that their automations are working. So again I would just suggest starting with one or two and being able to use that to create your digital products and the delivery of them.  

[00:14:19]: And down the road if you ever need to, you can always switch to a different software if needed. So to recap and give you some action steps, we talked about automating your purchase onboarding and the different components that you can include in that onboarding sequence and make it automated so that when someone purchases they automatically get these from your setup. Talked about tags so that you can stay organized and be able to also keep them segmented and so that you know who's purchased and be able to get them the information that they need. And we talked about choosing one or two tool, one or two tools for your product delivery and so I'm hoping you're ready to implement. And so my question is what's one part of this automation that you can set up this week? Because the important part is to build on it and get the different parts set up. Some people may only have their confirmation email set up and they don't have anything else after that. So you can always add by putting in some of these other onboarding emails for day two and on and then of course that follow up email. So it's all about making the delivery smoother for your clients and their experience better and just being able to improve that for them for when they purchase.

[00:15:38]: Because what you always will want is for them to have the best experience possible through that purchase and be able to either recommend you to others for your purchases or for what they purchase with your products or also want to purchase, again, something else that you may have later on. And so that's, that's really the important part here. And so I really encourage you to take a look at what you can do and implement this system for your business. I do have a free resource. It's my master, your tech migration checklist. Oftentimes it's common online for entrepreneurs to change software. And so they may have a software they're using and they find that for whatever reason, they don't like it or they're not as happy with it and they're seeing a different one that can suit their needs. But there is quite a bit of a process that you want to always make sure of when you're migrating your tech to make sure that nothing gets broken and that there aren't any, like emails being sent out by accident to a whole group of people or anything like that.

[00:16:44]: And so it just helps to make your switching of the software a lot smoother. Avoid those tech headaches that are very common when doing migrations and be able to plan your next steps confidently. So, so if you'd like to get this checklist, you can get it at Elizabeth Newman Camigrate, or you can use the QR code there and it'll take you straight to the landing page for you to then register for the checklist. I would love to hear what you're building, what takeaways you had from this presentation. And so there's a few ways to connect. We can connect through LinkedIn. You can also check out my website or feel free to send me an email with any questions or comments. Always love being able to support anyone with their tech and automation so that it can be a smoother experience, because I know it's an area that causes a lot of issues and there's different tech that breaks down or things that are not working as well.

[00:17:48]: So I do look forward to connecting with you and I'll see you soon.