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Customizing the Follow-Up (Thank You) Email and Best Practices

Follow-up emails (or thank you emails) are sent to customers after their booking has concluded. They are a valuable tool for enhancing customer relationships, gathering feedback, and encouraging future bookings.

Setting Up the Follow-Up Email

  1. From the main navigation, go to Settings > Emails & Messaging.
  2. Select Follow-Up Email from the menu on the left.

Configuring Follow-Up Email Settings

1. Activating or Deactivating the Follow-Up Email

  • Click the Status button in the top-right corner of the page.
  • Change the status to Activate Follow-Up Email or Deactivate Follow-Up Email based on your preference.

2. Choosing When to Send the Follow-Up Email

  • Set the timing for when the email is sent after the customer’s booking is complete.
    • Best Practice: Send follow-up emails around 3 hours after the booking.
      • Too Soon: Customers may not have had time to reflect or respond.
      • Too Late: Customers might forget their experience, reducing engagement.

Customizing the Follow-Up Email Content

1. Use the content editor to add personalized messages and details.

  • Leverage formatting tools to enhance the message.
  • Include variables like the customer’s first name for a personal touch.

2. The appearance of follow-up emails, such as fonts, colors, and logos, will automatically match your Email Appearance settings.

3. To preview the email:

  • Click the “Preview Follow-Up Email” link to see how it will appear to customers.'

Why Follow-Up Emails Matter

  • Reinforce Positive Experiences: Thank customers and show appreciation for their business.
  • Collect Feedback: Encourage customers to share their experiences through reviews or surveys.

By timing follow-up emails correctly and customizing the content to suit your brand, you can strengthen customer relationships and drive repeat business effectively.