Website Personalization via Headsup: In-App Messaging for Customer Journey Marketers
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The document introduces Headsup, an in-app messaging tool for customer journey marketers. It summarizes a webinar about Headsup and Hint Health, a healthcare company that uses Headsup. The webinar agenda includes a Headsup demo, an overview of Hint Health and its use of customer journeys to streamline billing and onboarding processes. Hint Health found that in-app messages are better than emails for engaging customers actively using an app. The key takeaways are that marketing success requires strategic use of the right message on the right channel at the right time for customers.
Website Personalization via Headsup: In-App Messaging for Customer Journey Marketers
- 1. Introducing Headsup: In-App Messaging for Customer Journey Marketers Welcome to our webinar! Sit back and relax, we liftoff at 11AM PDT. Stay tuned
- 3. 3 TODAY’S SPEAKERS Guy Marion CMO, Autopilot @guy_marion Michael Sharkey CEO and Co-founder, Autopilot @michaelsharkey Zak Holdsworth CEO and Co-founder, Hint Health @zakholdsworth #Headsup
- 4. 4#Headsup • Background • Headsup Demo • Hint Health Overview • Journey Deep Dive • Takeaways and Q&A AGENDA
- 5. ABOUT AUTOPILOT The easy and visual way to automate customer journeys with email, sms, and postcards - and now, on your website and in your apps
- 6. 6 CONSUMER EXPECTATIONS ARE CHANGING #Headsup of consumers are turned off by generic marketing 72%
- 7. 7 WHAT DOES THIS MEAN? #Headsup Marketers must engage: at the right time with the right message the right way
- 9. Dramatically improving the billing process for direct pay healthcare Business Objectives Grow the leads to customer funnel Streamline new customer onboarding Solidify our sales, marketing and customer success tech stack 9 HINT HEALTH - BACKGROUND #Headsup
- 10. 10 PRODUCTS & CUSTOMERS #Headsup A Shifting Landscape • “Fee for Service” model is evolving into the “Delivering Care for Value” model SaaS Platform for Healthcare Providers • Patient enrollment • Business management • Billing technology Customer Scenario • Old Way: Patient walks in, bills insurance • New Way: Monthly subscription for unlimited primary care services
- 11. 11 SIMPLIFYING COMPLICATED, EXPENSIVE PROCESSES #Headsup
- 12. 12 THE MARKETING STACK #Headsup Hint Health has connected billing, product, customer service and CRM to automate their customer journey marketing Billing Customer Service Sales and Success Customer Journey Marketing
- 13. 13 NEW CUSTOMER ONBOARDING - KEY CONSIDERATIONS #Headsup Hint Health took a usage-based approach to their onboarding journey with the goal of minimizing the number of touchpoints during configuration Invite team members Connect Stripe Edit and update pricing model Configure email domain Data migration consultation New user training Product Events Live Support Events
- 14. 14 EMAILS VS IN-APP MESSAGES #Headsup Hint Health uses a strategic mix of messages and channels to communicate with customers VS Email is a sledgehammer - there are only so many times you can send before the recipient stops reading In-app messaging is a precision tool - used contextually while user is actively engaged
- 15. 15 KEY TAKEAWAYS • Any tool is only as good as how you set it up • 1 integrated platform for powering marketing, sales & success at scale, automatically • Understand and map out your customer’s most important events • Be strategic about sending the right message at the right time, on the right channel #Headsup