Automated check-up messages give you a constant stream of valuable information into your inbox about your users, and their behaviours. Lots of our customers send these messages because they're so powerful. Setting these up puts a process in place to ensure that you're never caught off guard by your customers' behaviour, and that's really valuable. Your goal with your check-up messages is to retain the customers that you've already got.

Once these messages are sending, you can sit back and your inbox will fill up with priceless data about your customers' behaviour. Schedule regular sessions to investigate the replies to these messages and identify the key themes and trends. This data should feed directly into your product roadmap.

Here are the 3 basic ones you should start with:

a. Short-term check-up message

Your filters here should be something like 'Signed up 60 days ago', 'Last seen less than 5 days ago', and 'Sessions is more than 10'. This will target your new sign ups who are active. You want to talk to these customers to find out how their first couple of months went, what they liked, what could've been better, and what they're hoping to see from your product in the future.

b. Medium-term check-up message

Your filters in this case would be something like 'Signed up more than 180 days ago', 'last seen less than 15 days ago'. Or it could be based on frequency of a particular behaviour, where the filter would be something like 'Exported files is more than 30'. Either way, you want to learn from these users having used your product for so long. Maybe there is something that they've grown to dislike or love about your product.

c. Long-term check-up message

It's important to get feedback from your customers who have stuck around for a long time. Your filters for a long term check-up will be something like 'Sessions is greater than 200' or 'Signed up more than 365 days ago'. Make sure they're active too, e.g., 'last seen less than 10 days ago' or 'messages sent is more than 100'. These guys are your long term, loyal customers - their feedback is critical for the evolution of your product.

Did this answer your question?