Order follow-ups and logging orders

Summary

You can use Sparkhub to help manage follow-up Workflows when a customer places an order.

You will first set up a standard template you wish to follow for most orders, containing steps like sending a templated text, adding a tag in PB, adding notes in PB, or creating a to-do for yourself. Each step can be either immediate or on a delay. Steps can also reference the item(s) ordered via a dynamic field.

Then, every time you log an order, Sparkhub will show you a draft plan following your standard template. You can review it, tweak any details you wish, and add or remove steps. Then, you'll kick it off and Sparkhub will take it from there. This approach lets you enjoy the automation of a templated plan while letting you have control over each execution of it, since a cookie-cutter approach doesn't work for all orders, and since you may want to add your personal touches.

Furthermore, if the customer order is related to a Sparkhub-powered Event, you can indicate this as you log the order. This will (1) inform your Host that the guest has ordered via a "y" in the guest list in the Host Portal, and (2) exclude the guest from certain Sparks in your Event Timeline if you choose - for example, if you have set up an order deadline reminder text to send only to guests who haven't yet ordered, Sparkhub will know to exclude this guest from that message.

Details

Available steps

Sparkhub lets you do the following, immediately or on a later day, when you log an order:

• Send a text via PB
• Add the contact to a PB Campaign
• Add or remove a tag in PB
• Add to the Contact's notes field in PB
• Create a to-do for yourself

Setting up your process

Determine what steps you want to take when someone orders. This is your "95% plan." In other words, this is what you think most order follow-ups should look like. But Sparkhub won't run this without you getting a final say for every order.

1. Go to the Settings area of Sparkhub and click "Add a Step." It will default to the current day's date.
2. In the box that currently says "New Task," add a title. This is just for your internal purposes, eg, "Send initial thank-you text."
3. In the "Days offset," select how many days after the order date (not the date you log it) you want the Task to occur.
   1. 0 days means the action will take place immediately.
   2. 1 or more days will mean that many days after your order date you will specify (not the date you log the order).
4. In the time field, select the time of day for the Task to occur. If you chose a 0-day delay, there will be no time field because the Task will occur immediately.
   1. The time of day will be based on your device's time zone as you log the order. You will have a chance to review and change it if needed, each time you log an order.
5. In the dropdown box, select what type of Task you want to use. Fill in relevant details. (Click here for information on sending a text via a Spark.)
6. Click the arrow at the top of your Task to save and close.
7. Repeat as needed for other steps.

Logging an order

1. Find (or create or import) your Contact in the Contacts tab or on a guest list of an Event. Click their name to expand.
2. Click the "Log an Order" button. 
   1. Indicate which Event the order was on, if applicable. The drop-down box shows open Events the Contact has signed up for.
   2. Select the order date if needed; otherwise, it will default to the current date.
   3. Optionally, enter in the item(s) they ordered, as this will go in your log in Sparkhub and can be referenced in the To-dos and/or texts you send.
3. Click "Next."
4. Sparkhub will take the steps you defined above, and present a plan to you. 
   1. Sparkhub will create the To-dos immediately. You won't see them on your screen until you complete the review; then, you'll see them listed in the To-dos for the Contact. You can then edit them.
   2. Other follow-up Tasks will appear for you to review.
   3. Check the timing of things; in particular, if your process would put a Task in the past (due to you backdating the order date), then Sparkhub will run it immediately. Adjust timing if needed. For example, if you know an item is backordered and won't arrive in the usual 14-day window, you can push your usual 14-day text back accordingly.
   4. Delete or add steps as needed. (You can delete by expanding and clicking the trash can icon.) For example, if the customer purchased a gift card that was delivered electronically, you can delete the message that normally asks if their package arrived.
   5. Edit steps as desired. For example, if you know an order was a gift, you can add to your follow-up text, "Did your mom like her gift?" If the particular item requires a bit more guidance from you, you can add that in at this time. In other words, your plan is just a template and you have freedom to personalize each follow-up as you wish!
   6. Submit when ready.
5. Now, your To-dos will appear on your To-do list tab of the Tasks area as well as when viewing the Contact. Furthermore, scheduled Sparks will appear in the Scheduled Sparks tab of the Tasks area.

Dynamic Fields in an order

You can reference today's date, the order date, and/or the items ordered in your steps. For example:

• Your thank-you text can say, "Thanks so much for your order of {shOrderedItems}!"
• You can add a to-do for 60 days later that says "Ordered {shOrderedItems} on {shOrderDate} - check in"
• You can log the order in the contact's PB Notes by adding a note saying "{shTodaysDate} - ordered {shOrderedItems} on {shOrderDate}

Remember, though, that in order for Sparkhub to do text replacement in text messages, the text message must be sent directly from Sparkhub. Do not use Sparkhub Dyamic Fields inside PB Campaign messages. Even if Sparkhub adds the Contact to the Campaign, it cannot control content inside individual Campaign messages.

Associating an order with an Event

If you select an Event from the drop-down box when logging an order, the following will happen:

• The Host can see the guest has ordered: in the Host Portal's guests tab, there will be a "Y" next to the guest's name.
• You can have Sparkhub exclude the guest from messages: If the Event has future scheduled Sparks that will send texts to guests who haven't ordered, this guest will be excluded from those texts. (Example: You can plan an order deadline reminder and a final thank-you in your Event, to send only to those who haven't ordered. Those who have ordered will receive a thank-you for their order, while those who didn't order will get a final "thanks for joining us" message.)