Birgit Birgit Apr 13, 2022 2 min read

Sending effective follow-up emails to your users

How to set up communication after appointments have taken place

Sending effective follow-up emails to your users

Email is a good way to communicate with your customers. You can configure various notifications and reminders in your SuperSaaS schedule(s). This blog will focus on how you can send effective follow-up emails.

Follow-up messages can be used to request feedback, encourage rebookings, or as a thank you

There are multiple reasons to send out follow-up emails. One reason is a request for feedback. You could use Google Form, JotForm or a link to your own Trustpilot or Capterra site. Your business can improve and grow from the feedback you receive from your customers. It can help you monitor customer satisfaction.

They can also be used to encourage customers to book again or to thank them for joining a class.

Configuring settings in your SuperSaaS schedule

First, you would want to ensure that your customers receive emails. At Configure > Process, you can make the email address a required piece of information that the user should enter.

Information that the user should enter

If you scroll down a bit in the same overview, you can tick the box ‘Should we send a reminder or follow-up for the reservation?’ and decide when the message is sent.

Should we send a reminder

Pro tip: you can use this setting as a reminder instead by adding a negative number. This would mean you are able to send up to two reminders, but no follow-up.

Then at Configure > Layout > Message to add to email reminders of reservations, you can add your personalized message.

Message follow-up email

SuperSaaS will let you send one follow-up email. If you want to send multiple follow-ups, you can make use of email campaign software. You can also configure a follow-up webhook which allows you to sign up your customers for an active campaign.

Our follow-up emails do not have an unsubscribe link. If you prefer to have this and use a different design, you could consider using MailChimp. You can integrate MailChimp via Make.com.

Now that you’ve set up that your customers receive emails, it’s time to think about what the contents of the email could be.

Tips and tricks, feedback, and using auto text

Depending on the service you offer, you could write tips & tricks, a thank you, or set up a questionnaire for feedback.

When you offer yoga classes, you could write tips on how your customers can stay zen in between classes or do at-home exercises.

If you’ve just held a one-time cupcake workshop, you might want to thank people for their interest and great baking skills! Or maybe you’ve just started your business and are curious to find out what your customers thought of your service, then you can ask for feedback.

In any of these cases, you can use auto text to personalize and customize the email. Some examples below are:

  • $dear → will write out the name of the customer (if available)
  • $replace → removes all the system generated text and only shows your own

If you choose to use the follow-up emails as an extra reminder you could also use:

  • $modurl → a link to the appointment that allows users to easily modify or cancel
  • $details → lists the booking details, useful if those had been removed by the $replace command

These emails are a good way of keeping in touch with your customers, but be careful not to overwhelm them. Setting specific time constraints will ensure that your customers receive the right message at exactly the right time. That way, both you and your customers will benefit from the extra service!

More questions? Send us a message!