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Escalations

Escalations

Activate customized escalation actions based on campaign events or at any point within the campaign timeline.

This may look like:

  • notifying your team when a high-value campaign starts
  • a support ticket prompting manual outreach
  • in-app lockout to restrict customers from accessing content

1. Trigger based on campaign events

The Zapier integration and webhooks allow you to trigger actions when the following campaign events occur:

  • Campaign Started
  • New Email Bounce
  • Campaign Recovered
  • Campaign Lost

Alternatively, Email Notifications and the Slack integration send campaign event alerts for manual escalation.

2. Trigger on any day in the campaign

You can also trigger a zap or webhook on a specified day in the campaign. Here's how to use the Zapier integration to trigger actions when a Churn Buster recovery campaign reaches Day X:

A. Create the zap

  1. Log in to Zapier and click the "Make a Zap!" button in the top right corner.
  2. In the top left, name your Zap: "Churn Buster Campaign Alerts" or something similar
  3. When prompted to choose a Trigger App, search for "webhook" and choose "Webhooks by Zapier"
  4. Choose "Catch Hook"
  5. Click Continue (if prompted, ignore the notification to "Pick off a child key")
  6. Copy the URL on screen (it looks like: hooks.zapier.com...) and add it to your webhook action here.
  7. Click "Send a test"
  8. Add a name to the webhook
  9. Click "Save Webhook"
  10. In Zapier, click "Ok I did this"
  11. Click "Continue"
  12. Click to add an "Action" step
  13. Search for the app you'd like to trigger an action in. For example, your CRM to assign a task to the support team, or Slack to trigger a team alert.
  14. From here, Churn Buster setup varies based on your specific use-case. You can add the new webhook action on any day of your campaign schedule. (See below)

B. Add the action to your campaign schedule

Once you've created a webhook action, follow the steps below to add the action on Day X.

  1. Go to your campaign schedule in Churn Buster
  2. Click “Edit” in the upper right
  3. Scroll down to the Actions section and click “Add” next to your webhook. (This will move the webhook up into the Campaign section)
  4. Input the day you want the action to run.
  5. Scroll to the top and click “Save”

USE CASES & EXAMPLES

High-Value Campaign Alert

Here's an example of sending an email to your support desk whenever a campaign worth more than $1,000 starts. This could easily be adapted for other scenarios (for example, sending an escalation email when a campaign reaches Day 21).

  • Note: You must have an upgraded Zapier account to add multiple action steps to a zap.

Set up the trigger in a new zap

Follow steps 1 through 11 in the "Create a zap" section above to create a new zap in Zapier that is connected to a new webhook action in Churn Buster.

  • You may want to name both the zap and webhook “High-Value Campaign Alert” or something similar for easy recognition.

Add a filter as step #2 in the zap

  1. When prompted to choose an Action App, search for "filter" and choose "Filter by Zapier"
  2. Click “Save + Continue”
  3. For the three fields in Filter Setup, enter “Event Campaign Amount Cents” → “(Number) Greater than” → "100000”
  4. Click “Test & Continue”
  5. You may see a notification that says, “Your Zap would not have continued.” You can disregard this and click “Continue”

Add another action as step #3 in the zap

  1. Click to add an "Action" step
  2. When prompted to choose an Action App, search for "mail" and choose "Gmail”*
  3. Select “Send email”
  4. Click “Save + Continue”
  5. Select/connect your Gmail account and test the connection
  6. Click “Save + Continue”
  7. Enter email details (“To” field, Subject, Body, etc.)
  8. Click “Continue”
  9. Review email template and click “Send Test To Gmail”
  10. Check the test email in your inbox
  11. Click “Finish”
  12. Click to turn the zap on

*You could alternatively choose the Action App to be Slack, Zapier’s built-in Mail app, send to a Google Sheet, etc.

Then add the action to your campaign schedule by following the instructions earlier in this article.

That’s it! Your webhook action will run with every campaign, but the zap will only send an email if the campaign is worth more than $1,000

Sample email templates

You have lots of options in the email template to add information that will be most useful to you.

It could be as simple as:

  • Subject: [Churn Buster] High-Value Campaign Alert
  • Body: A campaign worth more than $1,000 started.

You could also make it an HTML email to add links:

<p>
<a href="https://app.churnbuster.io/accounts/_/live/campaigns"> Link to active campaigns</a>
</p>

The webhook also allows you to draw several properties for that specific campaign. (In the body of the email template, click the “Insert a field” button in the upper right and select “Catch hook” to see the available properties—campaign amount, customer email, capture page URL, etc.)

Create a support ticket when an email bounces

If a campaign email bounces, no additional emails will be sent to the customer while in that campaign. Bounces occur if the email client won't accept emails from your sending domain or if the email address is not valid.

Using the Zapier integration, you can send a request to your customer service/support team to attempt to manually contact the customer through a different channel.

Set up the zap trigger

Select "New Email Bounce" as the trigger when you set up the Zapier integration.

Add a zap action

  1. Select your help desk app (Zendesk, Help Scout, etc.) from Zapier's list of app integrations. You could even send to an email address (Email by Zapier) or Slack.
  2. Compose the message. Churn Buster sends data through the trigger for the specific campaign involved. Using this data, you can create a detailed message that gives your support team all the information they need to take action.
  3. Save and turn ON the zap.

HERE'S AN EXAMPLE MESSAGE:

-----------------------------------------------------------

[Email Address] has a [Campaign Amount] failed payment, and our automated emails to them are not able to be delivered. Please try to manually locate an alternative email address and reach out to this customer personally to update their card.

Processor ID
[Payment Processor Customer ID]

Link to Churn Buster campaign:
https://app.churnbuster.io/accounts/_/live/campaigns/[Churn Buster Campaign ID]

Customer details & capture page link:
https://app.churnbuster.io/accounts/_/live/customers/[Churn Buster Customer ID]

Issue: Hard Bounce
Description: [Bounce Description]
Details: [Bounce Details]
-----------------------------------------------------------

  • Items above in [brackets] are campaign data properties sent over from the Churn Buster webhook.

The next time an email bounces in a Churn Buster campaign, this zap will fire. Your support team will be notified that the customer couldn't be reached and will be enabled to spring into action to manually recover the at-risk customer.

Lock out delinquent customers in your application

Here's how to lock accounts out after X days:

  1. Go here and create a new webhook in Churn Buster. Name the webhook, and set the URL to point to either a testing service like RequestBin, or to your app server.
  2. Click Save Webhook
  3. Then, click Edit in the top right corner of the page, to edit your campaign schedule.
  4. Scroll down to see your new webhook, and click Add
  5. Choose which day of your campaign (following a failed payment) a customer should be locked out of your service.
  6. Click Save

Now, Churn Buster will send a webhook to your server on day X of all new campaigns. You can then use the customer data in the JSON payload you receive to make any necessary changes on your end resulting in the customer getting locked out of your application or service.


Campaign escalations allow for deep customization to your retention workflow.