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Escalations

Escalations

Escalations give you the option to involve your team or use Churn Buster to trigger actions in your app based on campaign events or at any point within the campaign timeline.

This may look like:

Method 1. Trigger based on campaign events

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

  • Campaign Started
  • New Email Bounce (click here to see example use case)
  • Campaign Recovered
  • Campaign Lost (can be used to start a win-back campaign for lost customers)

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

Method 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 an example of how to create a mid-campaign zap:

  1. Log in to Zapier and create a new zap named "Churn Buster Escalation" or something similar.
  2. When prompted to choose a Trigger App, search for "webhook" and choose "Webhooks by Zapier"
  3. Choose "Catch Hook"
  4. Click Continue (if prompted, ignore the notification to "Pick off a child key")
  5. Copy the URL on screen (it looks like: hooks.zapier.com...) and add it to your webhook action here.
  6. Click "Send a test"
  7. Add a name to the webhook
  8. Click "Save Webhook"
  9. In Zapier, click "Ok I did this"
  10. Click "Continue"
  11. Click to add an "Action" step
  12. Search for the app you'd like to trigger an action in. For example, creating a ticket in your CRM, populating a Google Sheet, sending an email to your support address, or posting a message in Slack.
  13. Notify the Churn Buster team (in-app chat or support@churnbuster.io) to add the escalation to your campaign schedule.

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, alerting your team that a high-value customer is at-risk near the end of their campaign.

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

Follow Method 2 above to set up the trigger in a new zap

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

Add a filter as the first zap action

  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 the second zap action

  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.

Contact the Churn Buster team (in-app chat or support@churnbuster.io) to add the escalation to your campaign schedule.

That’s it! Now your team will be notified when high-value customers are at risk.

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 sends campaign-specific properties to customize the messaging.

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.

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Create a support ticket when an email bounces

When a campaign email bounces, generally subsequent emails in that campaign are not deliverable. 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 notification to your customer service/support team to attempt to manually contact the customer through a different channel, or correct bad email addresses to get outreach back on track.

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 — notifying your support team to step in to manually recover the at-risk customer.


Lock out delinquent customers in your application

1 - Churn Buster sends a webhook (or triggers a zap) when campaigns start, allowing you to use the JSON payload to  lock the customer out of your application or service.

  • Contact the Churn Buster team (in-app chat or support@churnbuster.io) if you'd rather trigger the lock-out a specified time after the campaign starts.

2 - Campaign Recovered events send a webhook to re-enable access once the billing issue is resolved.


Campaign escalations allow for deep customization to your retention workflow.

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