Customer Order Follow Up
Using the 2-2-2 method to manage and automate your follow up
We surveyed sellers and found out that 97% did not have a follow-up system in place. However, we know that follow up and consistent customer outreach is the most important thing you can do to grow your business. At Sell with AMI, we help you organize and automate your follow-up system so you can work your business on the go with confidence.
We provide many different follow-up reminders and automated processes to help you manage your business. When you receive a To Do reminder, you’ll send a pre-populated message to your customer that already includes sample verbiage to start. Having the messages saved in AMI really saves you time when following up with your customers. You can personalize the messages you send with Custom Message Templates.
What is the 2-2-2 method?
Many sellers are familiar with the 2-2-2 method, which encourages you to check in with your customer 2 days, 2 weeks, and 2 months after purchase. Keeping track of orders and remembering to check in on your customers a few months out can be difficult, especially as your business grows. Instead of using paper, sticky notes, or your memory, AMI organizes all of this information for you and provides automatic reminders.
Orders being entered into the app trigger the flow of reminders, whether that order is placed manually or appears in the app after a back office sync if your company has an official partnership with us. Unless you upgrade to AMI Pro, you will be limited to 10 messages per month.
We understand not all sellers want to be restrained to those timeframes, and so we’ve made it easy to modify the To Do reminders, which you can learn how to do here.
What information can I see in the To Do?
When you open your customer-related To Do, you'll be reminded which contact options you can use, when you last updated your message template, the categories they have been tagged, and how many times they've ordered. You can also tap on View order to see all the specifics.
Initial Reminder: Thank You
Suggested Timeframe: Next Day after an order
Once an order shows within AMI after manual entry or back office sync, you will receive a notification to follow up with your customer to thank them for their order. You can show your appreciation in this message by offering them an invitation to your VIP group (if you have one) or also sending them some snail mail or a small token gift.
Second Reminder: Check-in
Suggested Timeframe: 14 days after an order
The next notification for follow up is typically a short period of time after the customer would have received their order: typically 2 weeks. You’ll want to make sure everything arrived, that they are happy with their order, and to add value to their purchase by sending care suggestions, application/removal instructions, or tips and tricks on how to use your products.
Third Reminder: Re-engage
Suggested Timeframe: 8 weeks after an order
The final reminder in the 2-2-2 follow-up system is typically 2 months after an order was placed. Depending on the relationship you’ve built with your customer, during this interaction you can introduce the idea of hosting and/or joining or suggest an upsell based on their previous purchase. Because you have added value to their purchase in your initial check-ins, you can feel comfortable and confident asking for their further involvement in your business.