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Create a Retrospective Invitation campaign

In this article, we discuss the what a Retrospective Invitation campaign is, and the importance of running one.

What is a Retrospective Invitation campaign?

The goal of Betterbunch is to help you follow up with every customer after a job is complete. If you're new to the platform, the best place to start is by sending a feedback invitation to everyone you’ve worked with over the past 12 to 24 months.

We call this a "Retrospective Invitation" campaign, and trust us, it's a game-changer!

Why send retrospective invitations?

Yes, it has been a while since your last interaction with these customers, but they still have valuable experiences to share. Reaching out to them now can lead to a massive surge in positive reviews. It also helps highlight any recent issues you might have overlooked, giving you a chance to save repeat business.

Step 1: Prepare a list of past customers 

To begin, you need to download a list of your past customers. Most job management and invoicing platforms will let you export this data.

Tip: Xero user? Check out this article for step-by-step instructions on exporting your Xero customer list. 


Need help getting the list?

If you aren't sure how to export this from your specific software, send their support team this quick message:

Subject: Need help exporting a customer list

Hi Team, I was hoping you could help me out. I need to download a list of every client we've serviced in the past 24 months.

It needs to be in an Excel, Google Sheets, or .CSV format and contain just three things:

  1. The customer's first name

  2. Their email address

  3. Their mobile phone number

Can you please let me know how to generate this?

Step 2: Format your list 

Before uploading, open your spreadsheet and make sure it meets these quick requirements so our system can read it perfectly:

  • File Type: It must be saved as a .CSV (comma-separated value) file.

  • One Sheet: The file should only have a single tab/sheet.

  • Clean Columns: Keep it simple. Each cell should only have one phone number or one email address.

  • Required Headers: Row 1 must contain your column headers.

    • Name headers we accept: Name, First Name, Recipient Name, Given Name, Customer Name. (Tip: Try to use first names only so your invites feel personal!).

    • Email headers we accept: Email, E-mail, Email Address.

    • Phone headers we accept: Phone, Phone Number, Mobile, Cell Phone, Mobile Number.

  • Phone Number Formats: We can send SMS to AU/NZ numbers formatted like this: +642xxx, +614xxx, 02xxxxx, or 2xxxxxx.

list_example

Step 3: Upload and send your invitations 

Now that your list is clean and ready, let's hit send!

  1. Log in to your Betterbunch account.

  2. Click Create invitation in the top right of your dashboard.

  3. Go to the Bulk Upload tab.

  4. Click Browse and select your saved .CSV file.

  5. Customise your message (Highly Recommended!) Before you click send, we suggest editing the message to sound like you. 

    1. Click Edit Invitation.

    2. For your SMS message, choose a prewritten template or type your own message into the custom text box. Check out our examples message here. 

    3. Click Update for this send only. 
    4. Repeat this process to edit your Email message too. 

  6. Finally, click Send Invitation. You can choose to deliver them right now or schedule them for a better time. You're all done!

Example Retrospective templates

Before you click send, we suggest editing the message to sound like you. This helps increase engagement and build trust with the customer. Feel free to copy and paste the below messages into your custom textbox

Example SMS template: 

Hi {recipient_name}! {business_name} here.

We know it's been a while, but we'd appreciate it if you could take 1 minute to share your experience with us through the link below: {invitation_url}

Every review has a big impact, so thank you for taking the time to support us!

Example Email template:  

Hi {recipient_name}, 

We know it has been a while, but we're very interested in hearing your thoughts on our service. Your feedback helps us grow and improve, so it's really appreciated! 

Please click the link below to let us know how we did. 

{invitation_url}

We hope to see you again soon, 

The {business_name} team  


Need Help?

If you need help exporting your customer list or uploading it to betterbunch, ask our Support Bot to connect you with an agent.