Just been digging deep into the topic of customer experience... and how to develop 'welcome campaigns' to nurture customers into evangelists...

One really cool idea I saw for SaaS specifically is to be able to use users' 'FIRSTEVENT' as a Workflow trigger in order to acknowledge them, reward and provide more tips & tricks...

The idea is simple... each time a sub-account user does something for the very first time, use that as a workflow trigger.

This could also be used as gamification... each time unlocks a new skill -> get point/s ... if they hit XYZ points they unlock a free 30 mins consulting etc...

A perfect use case example is when it comes to customer experience.

Specifically, this would allow us SaaS Agencies to fire off an email to a sub-account user with extra tips and tricks about a feature they used for the first time in order to make sure they are well supported.

Examples of 'first-time events' that would be useful as triggers for workflows to send them emails...

The user sends their very first email to a contact in the CRM.

First login -> Send them the best security tips email

The first call made -> Let them know about manual actions (for bulk calling)

First SMS sent -> Let them know how they can send in bulk and educate them about costs per segment etc.

First Review received -> Let them know about the reputation manager's dashboard

The first workflow created -> Send them a link to educational resource

First newsletter sent -> Send tip on how they can do A/B Splits for better open rates etc

First contact created manually -> Tip on how to import in bulk...

First form -> Tip on using Query key and Trigger links UTM Parameters etc.

First Funnel -> Offer them introductory funnel setup review service and upsell

First Website -> Invite them to a pre-recorded webinar on how to build a website / Upsell Done for you

Appointment created -> Tip on best setup practices/automation for managing no/shows...

First post scheduled -> Tip on social media bulk scheduling

First time viewed Affiliate manager -> Resource link on how to set up their first campaign

First time viewed Memberships manager -> Resource link on how to create their first course / upsell video editing service...

Example trigger: The user sends their very first email to a contact in the CRM.

Action:

Automated email :

BODY:

"Hey, just saw you sent your first email to a contact, nice work!

Here are extra tips for you on what else you can do to streamline your follow-ups... one is easy templates... another is scheduling...(link to a resource)

Need more help? Book a support call with me any time.

In summary... That sort of stuff would go a long way in making customers even more in love with the software, increasing the rate of adoption, decreasing support ticket requests and improving retention.

Thoughts?