Thank you to Margaret Phelan, Director of Customer Success at Thunderhead

who actively participated to this page construction

When is comes to emailing, different things need to be taken into accounts

Audience

When creating a documentation, consider which persona can get value out of the engagement, if value will be perceived in the same way, and if there is a similar expectation for every individual from this emailing campaign.

Emailing engagement can be the same for all personas but may need to be presented with different format and different added value.

Format

Each communication should be short and sharp.

Email should be self explanatory explaning

• Context of the communication
• Value/ Benefits added following expected action
• Explain call to action expected
  • Time needed to implement action
  • Effort needed to implement action
• Process to easily implement expected action
• Provide link to additional help documentation
• Ways to contact company if help is needed
  • Reply to email direcly option
  • Book a call option
  • Fill in a form option
  • Direct link to support option

Personnalisation

Personnalisation is key in Digital Customer Success.

Every automatic touch point should have