How Shout Shipping Helps Kelly Achieve a Near-100% Response Rate

Kelly’s days consist of running her two businesses, homeschooling her two children, and living full-time off-the-grid in an RV. If she sounds busy, it’s because she is.

Kelly started her first business nearly 10 years ago when she was pregnant with her first child. Since then, both of her businesses and her family have continued to grow. She now has customers and team members all over the world, and she’s taken on the task of homeschooling her kids, all out of the back of her family’s fifth-wheel RV.

“Part of my routine is actually planning my day and figuring out how to get the most out of it,” Kelly said. “Shout’s automations have been absolutely key to helping me serve more people in my business, spend more time with my kids, and just enjoy my life in general more.”

Kelly’s Problem

Kelly had several pain points in her business and needed a straightforward solution to help solve them. She was introduced to Shout through fellow business owners in her network whose expertise she trusted. She knew she could benefit from Shout’s automated bots, drip campaigns, and shipping options.

Kelly’s Approach

Although Kelly had more than one pain point to solve, she took a methodical approach to getting started in Shout.

“I decided to start with one tool at a time,” Kelly said. “I always tell people to set up a shipping bot and get used to that; then move onto a welcome series, then onto different features from there.”

Shout Shipping

Kelly’s first item of business in Shout was setting up her shipping profile and creating shipping automations. One of her favorite things to do is send a welcome package to each of her new customers. She spends a lot of time, effort, and money putting these packages together but prior to using Shout, she had no way of knowing if they’d been delivered or what customers thought about the items included.

“Shout has totally transformed that process for me,” Kelly said.

Now, when Kelly gets a new customer, all she has to do is set up a bot to get them excited about their welcome package. Here’s what she’s set the to bot do:

1. Send a series of messages to gather shipping information from the new customer.
2. Tell the customer they have something exciting coming their way.
3. Create new order information within Kelly’s CRM that connects directly with her Shout shipping dashboard.
4. Send automated shipping updates as the welcome package gets closer and is delivered.
5. Follow up several days after the package arrives with a message asking how they liked the products.

Prior to utilizing Shout to manage her welcome packages, she only heard back from about 25% of her customers, and now “I have an almost a 100% response rate.”

Learn more about Shout shipping and shipping follow-ups

Bots

Shout’s automated bots and drip campaigns were especially intriguing to Kelly. Her first introduction to Shout was through a drip campaign and she loved that Shout makes it easy for users to import existing drip campaigns from other users and customize them with their own voice and content.

Kelly manages a lot of transactions and interactions, so she uses bots to automate a lot of touchpoints with her contacts:

• Onboarding bots gather all the information she needs from a new customer or team member to keep her organized
• Birthday bots deliver birthday messages and exclusive discounts
• Shipping bots keep customers up-to-date when an order ships and arrives on their doorstep

Learn more about creating bots

Folders

Kelly manages team members all over the world. As her team’s continued to grow, onboarding new team members started to become a pain point she wanted to solve. She found herself spending a lot of time sending a lot of very similar messages to a lot of different people.

“I wanted to create a unique onboarding experience for each team member and customer but I didn’t have the time to create a unique experience for every person,” Kelly said.

She began using Shout to organize welcome kits for team members, order information for customers, and customizable campaigns for colleagues into folders that she can easily share with whoever she needs.

“I love that I can create a new customer or team welcome series and put it all in one place,” Kelly said. “I can do what I do best and dive into the tech and set everything up, then share it with whoever I need with just one click.”

Learn more about creating and sharing folders

The Results

Shout’s automations and shipping tools have helped Kelly streamline several touch points with her customers and team members. Her welcome packages wow customers with a nearly 100% response rate, and her team members love that all their business communications take place within a single app.

“I really like that all my team and customer communication is within an app,” she said. “I don’t drop the ball nearly as often when it comes to answering messages.”

Kelly’s consistent success with her business has helped her focus on what matters most: enjoying time with her family.

“Shout helps me do my #1 job well, which is being a mom,” she said.

Whatever your #1 job may be, Shout can help you do it well. Upgrade to a customer service or marketing plan today.