Workflow | Workflow Library

Workflow allows you to automate the communication flow with your audience across different channels, accelerate the sales process, provide your sales team with ready-to-buy leads, and react individually to their behavior on your website. SALESmanago Workflow now offers a new feature: Workflow Library.

To use Workflow Library, go to

Automation Processes → Workflow → +Add New Workflow


Contents

  1. Basic information
  2. Library overview
  3. List of templates

1. Basic information

Workflow Library contains several predefined advanced and basic Workflow templates that customers can use to create their own comprehensive, multi-channel campaigns. These templates were created by top-performing Marketing Automation Specialists. They used their knowledge and experience gained in cooperation with global companies. Workflow Library is a great starting point for all our customers who want to begin their marketing automation journey.

Read more about Workflow >>


2. Library overview

The main view of the Workflow Library shows a collection of all available Workflow templates. The Library dashboard allows you to navigate within this collection, as well as perform certain actions on the templates.

[1] Switching the Library layout – Use the grid icons to change the Library layout view. You can opt for standard tiles, or tiles plus a preview of the selected template.

[2] Searching templates – The search option makes it easy to quickly find a template by typing in its name.

[A] Browser – To search for a template, start typing its name. After typing the first characters, you will notice that the list starts to dynamically match the query.

[B] Filtering – You can also filter the Library by specific criteria. [C] Select whether you want to browse the Basic or Advanced templates, then select the category that interests you.

[3] Actions on templates – You can either [A] Preview or immediately [B] Use each template.

[A] Preview template – when you select preview, you will see a pop-up window with the selected template. You can [A] Use it or freely move and analyze it within the window [B].

[B] Use – Clicking this button will take you to the editing workspace, where you can customize and edit selected elements to fit your needs. After you have finished modifications, you can save the template as a draft or as an active Workflow.


3. List of templates

Here is an overview of all available Workflow templates with a detailed description of how they work:

Name Goal For whom The mechanism How it works
Win-Back Campaign Basic eCommerce Increase Customer Lifetime Value for each customer in your database. Encourage customers to come back to your store and purchase new products via personalized emails. Customers who have already bought products from your store, so you can encourage them to buy again in the future Depending on the merchandise you offer, the time between purchases can vary. Use a win-back campaign that automatically reminds the customer of your store and offers added value to give them another reason to come back and buy again. After a successful transaction, Workflow waits a certain amount of time and checks if the customer has made another purchase. If yes, Workflow is finished. If the system doesn’t register a new purchase, it sends a recommendation email to the contact to encourage them to make a purchase. At the same time, the system sends an alert to the user and appropriately tags the contact to use the acquired information in other automation processes.
Win-Back Campaign Advanced eCommerce Inspire your existing customers to make another purchase by sending them personalized recommendation messages reaching them through various channels. Customers who miss the first follow-up, encouraging them to buy again Since automated dynamic emails achieve an average open rate exceeding 50%, there are customers who may not have seen the first prompt to purchase again. In this case, it is a good practice to reach them with additional messages across different communication channels. This increases the odds that the message will reach the customer. To avoid overwhelming the customer with excessive communication, set the workflow to automatically send messages according to a pre-programmed sequence in which the next message is sent only if the customer has not reacted to the one before. The first step is to check if an external event occurred (e.g., purchase). If the result is positive, the workflow ends. Otherwise, the system sends an email with the viewed products to encourage the customer to buy. In the second step, the external event is checked again. If the purchase still did not happen, the system selects another way of communication with the customer. If the customer has been assigned an appropriate tag indicating an effective communication channel, the next incentive will be sent to them via this very channel. Then, the system will check once more whether the customer was persuaded to buy. The customer’s behavior can be easily tagged for use in later campaigns.
Abandoned Cart Recovery Basic eCommerce Recover interrupted conversions. Remind customers about the products they left in a cart by sending an email with the selected products. Customers who add items to their cart but do not complete the transaction Only a small percentage of the shopping carts created (24.4%) result in purchases. The remaining 75.6% are abandoned and forgotten. The good news is that you can significantly reduce the cart abandonment rate in your store. Sending a reminder email about products left in the cart is a solid tactic. Such an email makes customers reconsider their purchase. This easily translates into completing at least some of the previously abandoned shopping carts. When a cart event is detected, Workflow checks to see if a follow-up event has occurred, after a certain amount of time. If the system registers a purchase event, Workflow finishes. If not, the contact will be sent an email with the products from the abandoned cart to encourage them to buy. The contact will also be assigned appropriate tags to be used in subsequent campaigns.
Abandoned Cart Recovery Advanced eCommerce Reach customers who abandoned their carts in various channels and remind them about the products they wanted to buy. Keep customers in loop by adding them to sales funnels and send incentives for them to complete the transaction. Customers who add items to their cart but do not complete the transaction Only a small percentage of the shopping carts created (24.4%) result in purchases. The remaining 75.6% are abandoned and left forgotten. The good news is that you can significantly reduce the cart abandonment rate in your store. Sending a reminder email about products left in the cart is a solid tactic. Such an email makes customers reconsider their purchase. This easily translates into completing at least some of the previously abandoned shopping carts. Workflow launches for the contact that generated the cart event. After a certain amount of time it checks if there was a follow-up purchase. Once a purchase is recorded, Workflow will add the contact to the appropriate stage in the funnel, assign a tag, and give an appropriate scoring. If there is no purchase, the system will send an email with the products from the cart to encourage the customer to buy. At the same time, the contact will be assigned a tag. After the specified time, the cycle of verification and sending messages will be repeated until a purchase is made. However, the communication channels selected by the system will change. This increases the chance of reaching the customer.
Repurchase Reminder Basic eCommerce Send customers an email if they forget to buy general goods and other products that wear out or have a limited expiration date. Customers who buy products that wear out or have limited-time access If you offer products that can be bought multiple times—e.g., because of a limited number of uses (cosmetics, pharmaceuticals) or because of a limited access time (a premium content subscription)—you can use that knowledge to effectively resell the product and, at the same time, make clients’ lives easier and improve their customer experience. Knowing the expected time of product usage or access expiration, send a reminder about repeat purchase or subscription renewal. Do it while the customer still has the product so they don’t have to restock in a hurry. Workflow starts after the contact purchases particular products. After a certain amount of time, in which the customer will probably use up the purchased products, Workflow checks if they bought them again. If yes, Workflow will end. If not, the system sends an email to the contact reminding them about the products and encouraging them to buy. It also tags the contact. After this action, Workflow will end.
Repurchase reminder Advanced eCommerce Remind customers to repurchase general goods and products that wear out or have a limited expiration date. Send them a personalized email, and if that doesn’t work, go mobile and send a follow-up SMS reminder. Customers who buy products that wear out or have limited-time access If you offer products that can be bought multiple times—e.g., because of a limited number of uses (cosmetics, pharmaceuticals) or because of a limited access time (a premium content subscription)—you can use that knowledge to effectively resell the product and, at the same time, make clients’ lives easier and improve their customer experience. Knowing the expected time of product usage or access expiration, send a reminder about repeat purchase or subscription renewal. Do it while the customer still has the product so they don’t have to restock in a hurry. Workflow starts after contact purchases particular products. After a certain amount of time, in which the customer will probably use up the purchased products, Workflow checks if they bought them again. If yes, Workflow will end. If not, the system sends an email to the contact reminding them about the products and encouraging them to buy. It also tags the contact. Then the system checks if this action resulted in a purchase. If not, it makes another attempt to contact a customer but, this time, changes the communication channel to SMS.
Post-Purchase Upsell Basic eCommerce Increase the value of a transaction. If your customer has made a purchase, in the near future, you can send them an email to recommend other products that are of higher quality or grade, and therefore higher in price. Customers who have recently made a purchase There are many ways to increase the value of a purchase. One of the tactics is upselling. It is about offering customers more expensive products than they have used before. If your customer has made a purchase, you can recommend other products in the near future that are of higher quality or grade, and therefore higher in price. This increases the profit of the transaction. Workflow reacts to the appearance of a purchase event. After the event occurs, it sends a specially prepared message to the contact with additional products they may be interested in. The contact is tagged, and the process ends.
Post-Purchase Upsell Advanced eCommerce Upsell higher-value products to customers who have made a purchase. Reach out to them via email, SMS, and a display campaign. Customers who have recently made a purchase There are many ways to increase the value of a purchase. One of the tactics is upselling. It is about offering customers more expensive products than they have used before. If your customer has made a purchase, you can recommend other products in the near future that are of higher quality or grade, and therefore higher in price. This increases the profit of the transaction. Workflow reacts to the appearance of a purchase event. After an appropriate time, the system sends a specially crafted message to the contact with additional products that may be of interest to them. The system checks if a customer has made a purchase. If yes, Workflow finishes. Otherwise, the contact is added to the appropriate Custom Audience group and is included in the advertising campaign, where appropriate ads are targeted to them. Workflow checks if this action resulted in a purchase. If not, it attempts to communicate with the customer again using another communication channel—SMS. If this doesn’t work, the system sends an alert and finishes Workflow.
Subscription Renewal Basic Engagement Send your customers an email reminder about an expiring subscription to improve customer relationships, positively impact their experience, and prevent churn rates from increasing. Customers who purchase access to products or services as a subscription Sending a reminder about an expiring subscription is a great convenience for the customer. It’s on you—they don’t need to worry about when to renew their access. This improves customer relationships, positively impacts customer experience, and prevents churn rates from increasing. Workflow starts after product purchase. After a time corresponding to the length of the subscription—e.g., 15 days—the system checks if there was a repeat purchase. If not, it sends a reminder email and an alert to notify the recipient about the subscription purchase. Finally, the contact receives a tag and the Workflow ends.
Subscription Renewal Advanced Engagement Remind customers to renew their subscriptions. Reach them through a variety of channels: email, mobile, and display. Customers who purchase access to products or services as a subscription Sending a reminder about an expiring subscription is a great convenience for the customer. It’s on you—they don’t need to worry about when to renew their access. This improves customer relationships, positively impacts customer experience, and prevents churn rates from increasing. Workflow starts when an external purchase event is detected. After it occurs, the system waits an appropriate amount of time and checks if the contact has made another purchase / subscription renewal on their own. If there was no purchase, the system sends a specific message and adds the contact to the Custom Audience group for better ad targeting. After implementing these actions, Workflow checks again whether the contact has purchased the product. If not, the system proceeds with the next communication steps with the contact in order to encourage them to buy. This time, as a communication channel, it uses a text message. If this doesn’t work, Workflow sends an alert before it finishes.
Onboarding New Contacts Basic Welcome Campaign Lead new customers by the hand and show them your system through a series of educational emails. Test different paths to know what time intervals between emails work best. Customers who have just registered on the site When a new person registers on the website they are just getting to know the company and its merchandise. A simple guide will help them navigate this new territory. With properly set automation, when a new lead registers on the site, you send them general information about the company as well as a description of your products and services. Onboarding flow is not only a sales tool. It also works to familiarize a new customer with your company and the products you offer. Workflow starts when the contact receives the selected tag. After waiting for a specified time, Workflow launches into the A/B/X test phase and starts one of the two onboarding paths. This allows you to test which path will bring better results. Each path consists of a series of scheduled messages sent at specific time intervals. These intervals vary depending on the selected path. When all messages are sent, the system assigns an appropriate tag to the contact and finishes Workflow.
Onboarding New Contacts Advanced Welcome Campaign Introduce new customers to your system with a series of educational emails and effectively drive them down the funnel. Respond directly to your customers’ behaviors and their clicks on the messages you send. Customers who have just registered on the site When a new person registers on the website they are just getting to know the company and its merchandise. A simple guide will help them navigate this new territory. With properly set automation, when a new lead registers on the site, you send them general information about the company as well as a description of your products and services. Onboarding flow is not only a sales tool. It also works to familiarize a new customer with your company and the products you offer. This Workflow can be triggered by two types of events: assigning an appropriate tag and adding a contact to the system. If a contact starts the Workflow by having a tag added, the next step is to add another tag then add the contact to the appropriate stage in the funnel. After this sequence, Workflow waits the indicated time, after which it sends the contact an onboarding start message. After the set time, the system checks if the contact opened the message. If not, the contact is given a tag, and the Workflow sequence ends. If the message was opened, the contact is given another tag and proceeds to the next stage of the funnel. The whole sequence repeats until the onboarding is complete. If a contact gets into Workflow after being added to the system, they are first sent a message in which they have to click the appropriate link to start the onboarding sequence.
Lead-Nurturing Basic Engagement Send new contacts a series of educational emails so they learn about your brand and the products you offer. Customers interested in a product Only a small percentage of customers are willing to make a purchase at the first contact. It takes several dozen brand interactions with a customer for them to become ready to buy. Lead nurturing is about sending brief information about the product and company to familiarize the customer with a brand and accelerate the purchase decision. In this scenario, after showing interest in a particular product, the customer will receive emails with information about that product—its description, features, main benefits of purchase, and so on. These emails will be sent intermittently, providing content that is useful to the customer, sustaining their interest, and leading to a purchase. Workflow is started when the contact is assigned a tag. Then the system waits for an appropriate amount of time and sends the first lead-nurturing message. After waiting the specified period, Workflow sends another message. The sequence is repeated until the end of the cycle. Finally, the contact is tagged and Workflow finishes.
Lead-Nurturing Advanced Engagement Educate new contacts about your brand and products with a series of short emails. Monitor continuously whether the messages are engaging the recipient and whether they are completing the planned micro-conversions. Customers interested in a product Only a small percentage of customers are willing to make a purchase at the first contact. It takes several dozen brand interactions with a customer for them to become ready to buy. Lead nurturing is about sending brief information about the product and company to familiarize the customer with a brand and accelerate the purchase decision. In this scenario, after showing interest in a particular product, the customer will receive emails with information about that product—its description, features, main benefits of purchase, and so on. These emails will be sent intermittently, providing content that is useful to the customer, sustaining their interest, and leading to a purchase. Workflow starts when a contact is added to the system. At this point, the automation rule checks whether the contact is assigned to some stage of the campaign. Depending on the stage in Workflow and the campaign, appropriate messages are sent to the contact. After sending an email, the system checks if contact opened the message. If yes, the sequence proceeds, and the contact receives another message. If not, the system makes another attempt to reach the contact with the selected message. When the lead-nurturing cycle reaches the email with recently viewed products, Workflow checks if it triggered a purchase. If yes, the contact is sent to the appropriate stage of the campaign. If not, the system continues trying to encourage the recipient to buy the products by sending another message with the recently viewed products.
Remarketing Campaign Basic Engagement Reach out to customers who have left the site with a recommendation email and make them browse your content again to increase the likelihood of a purchase. Contacts who have visited your website High traffic and low conversions—this is one of the biggest pain points of eCommerce. Some customers visit your website, browse it, but leave without converting. Fortunately, when customers visit your site, they leave virtual footprints behind. You can use these footprints to convince them to return to your store and make a purchase. Reach out to customers who have left the site and prompt them to browse your content again to increase the likelihood of a purchase. To do this, you can, for example, send a tailored message or display a bespoke banner on virtually any web page. These messages will redirect people back to your site. Workflow starts when a contact visits a specific URL. The algorithm checks if a purchase was made. If yes, Workflow finishes. If, for some reason, the contact did not decide to buy, the system sends them a personalized message with relevant products. At the end, Workflow adds a tag to the contact.
Remarketing Campaign Advanced Engagement Send multi-channel recommendations to contacts who have visited the website and browsed products. Use Web Push notifications, emails, and display campaigns. Contacts who have visited your website High traffic and low conversions—this is one of the biggest pain points of ecommerce. Some customers visit your website, browse it, but leave without converting. Fortunately, when customers visit your site, they leave virtual footprints behind. You can use these footprints to convince them to return to your store and make a purchase. Reach out to customers who have left the site and prompt them to browse your content again to increase the likelihood of a purchase. To do this, for example, you can send a tailored message or display a bespoke banner on virtually any web page. These messages will redirect people back to your site. Workflow starts when contact visits a specified URL. The system checks if they made a purchase. If yes, Workflow finishes. If not, the system tries different ways to reach the customer. The first step is to send a Web Push notification and add the contact to the appropriate custom audience group for better ad targeting. After waiting a certain amount of time, the system checks if this action brought the expected effect (purchase). If it does not happen, there is another attempt to reach the contact. The system sends an email with the recently viewed products and displays an appropriate banner ad on the website. The cycle of waiting and checking for the event to occur repeats itself. Based on the tags, the system selects communication channels. The next step (if there is still no purchase) is to move the contact to another custom audience group to show them a different set of ads. After a reasonable amount of time, the system sends another message and again checks for the occurrence of a purchase event. If the contact goes through the whole cycle and still hasn’t made a purchase, the system tags him with the appropriate tag and finishes the Workflow.
Post-Purchase Cross-Sell Basic eCommerce Get the customer interested in additional products by sending them an email with a well-chosen, personalized recommendation. Customers who have purchased a product from your online store Selling to existing customers is easier than selling to brand new people. Cross-selling is a technique of offering customers products that are complementary to what they have just bought. It can take many forms—from a simple recommendation email to a complex sequence of cross-channel communications triggered by specific customer behaviors. Workflow starts when contact makes a purchase. In response to the event, the system sends the contact an email with products they may be interested in. It automatically tags the contact and adds them to the appropriate custom audience group for better ad targeting. Then Workflow finishes.
Post-Purchase Cross-Sell Advanced eCommerce Offer the customer products that complement their purchase. Show them a tailored, personalized recommendation in a channel that matches their preferences. Customers who have purchased a product from your online store Selling to existing customers is easier than selling to brand new people. Cross-selling is a technique of offering customers products that are complementary to what they have just bought. It can take many forms—from a simple recommendation email to a complex sequence of cross-channel communications triggered by specific customer behaviors. Workflow starts when contact makes a purchase. In response to the event, the system adds them to the appropriate custom audience group for better ad targeting and displays a personalized banner. After waiting for a suitable time, the system sends an email to the contact. Then the system checks if the contact has made a purchase. If not, based on the tags, the system selects the optimal communication channel to try again to reach the customer. After waiting the specified time, the system checks if the contact has made a purchase. If not, it triggers another automation rule and sends the last message to the contact. Then Workflow finishes.
Customer Satisfaction Survey | NPS Basic Engagement Improve customer relationships through NPS surveys. Send an email that encourages your customers to share their feedback right after a purchase. Current customers Feedback helps you grow and improve the way you serve your customers. It gives you a chance to transform them from ordinary customers into brand ambassadors. One feedback tool is the NPS survey. The biggest advantage of the NPS survey is its simplicity. One question gives more than one answer. It also allows you to divide your contact base into Promoters and Detractors. With SALESmanago, you can send automatic queries to users who have just made a purchase. For their convenience, you can customize the language of communication according to their preferences. Workflow is triggered by the external event purchase. In the first step, the system runs through a condition that checks the contact’s cards and their details. Depending on the value of the relevant detail, Workflow sends the appropriate email to the contact and then finishes.
Customer Satisfaction Survey | NPS Advanced Engagement Ask customers for feedback through NPS surveys. Remind them to complete the survey in different channels to increase your chances of success. Current customers Feedback helps you grow and improve the way you serve your customers. It gives you a chance to transform them from ordinary customers into brand ambassadors. One feedback tool is the NPS survey. The biggest advantage of the NPS survey is its simplicity. One question gives more than one answer. It also allows you to divide your contact base into Promoters and Detractors. With SALESmanago, you can send automatic queries to users who have just made a purchase. For their convenience, you can customize the language of communication according to their preferences. Workflow is triggered by an external purchase event. In response to this event, the contact is sent a message with a survey. The system checks whether the contact completes the survey. If so, the contact will be assigned the appropriate scoring and will be moved to the indicated stage in the funnel. If they don’t fill out the questionnaire, the contact will be moved to the next Workflow stage. Using tags, the system selects an optimal communication channel and again tries to reach the contact with the survey. If after the next attempt the system still doesn’t note completion of the survey, it will make another contact attempt. This is preceded by an appropriate banner display and adding contact to custom audience for better ad targeting. If, after the last attempt, the contact completes the survey, the system assigns an appropriate scoring to them and adds them to the correct stage in the funnel. Otherwise, the account manager receives an alert.
If you need more information about the topic mentioned above, please contact us: support@salesmanago.com +1 800 960 0640