House of Hardknocks – Customer Onboarding and Opt-In Process
1. Customer Walks into the Shop
Step 1: Customer Arrival A customer arrives at the shop and is greeted by a staff member. The staff member asks for details about their car and the service they’re interested in (audio system installation, upgrades, etc.).
2. Place an Order for Service
Step 2: Service Consultation and Order Creation
The staff member conducts a consultation to understand the customer’s needs and provides recommendations.
Once the customer decides on a service or product, the staff member creates a work order.
Twilio Use Case: If your shop integrates Twilio messaging for appointment scheduling or confirmations, the customer is prompted to provide their phone number during this step.
3. Order Confirmation & Contact Information Collection
Step 3: Customer Contact Information and Consent for Communication
The staff member asks for the customer’s contact information (email, phone number) to send updates about the work.
Opt-In Verbiage is Presented: During this step, the customer is informed about the communication they will receive regarding their service, such as updates via SMS, email, or both.
Twilio Use Case: With Twilio, this information is immediately used to confirm the customer’s phone number through an SMS verification code, ensuring that the number is correct and valid for future communications.
4. Receipt and Consent for Communication
Step 4: Work Order Finalization and Receipt Signing
After finalizing the work order, the customer is provided with a digital or paper receipt that includes the breakdown of the services/products they ordered.
Receipt Includes Opt-In Verbiage: The receipt includes clear language regarding the customer’s consent to receive notifications and promotional content via SMS or email. Here’s an example of the verbiage:“By signing this receipt, you agree to receive updates regarding your service, including notifications, promotions, and offers, via SMS or email. Reply ‘STOP’ to opt out at any time.”
Twilio Use Case: Once the receipt is signed, Twilio’s platform can be used to send an automatic confirmation message to the customer, acknowledging their consent and providing an option to manage their communication preferences.
5. Work Progress and Updates
Step 5: Order Processing and SMS Updates
During the course of the service, the customer is kept informed of the work’s progress. For example, they might receive a message like:“Your audio installation is on track and will be completed by 3 PM. We’ll notify you when it’s ready for pickup.”
6. Service Completion and Pickup Notification
Step 6: Completion of Service and Notification
Once the work is done, the customer is notified via SMS:“Your car audio installation is complete! Please visit House of Hardknocks to pick up your vehicle.”
Use Case: Again, it handles the SMS delivery for the service completion message, ensuring that communication is seamless and immediate.
7. Post-Service Follow-Up and Marketing Consent
Step 7: Follow-Up and Promotional Messages
After the service is complete, the customer may receive a follow-up message asking for feedback or reviews.
If they agreed to receive promotional content, they may also receive periodic promotions and offers:“Thanks for choosing House of Hardknocks! As a valued customer, you receive 15% off your next service. Use code HARDKNOCKS15!”
Use Case: can be used for sending feedback requests and promotional offers. It also manages customer preferences through the use of keywords like “STOP” to opt out of further communications.
Key Points for Integration
Phone Number Collection and SMS Opt-In: Customers phone# is integrated as soon as the customer’s phone number is collected. An SMS verification code ensures the number is correct, and the customer is opted in for future communication after signing the receipt.
Transactional and Promotional Messaging: (service updates, completion notifications) and promotional content based on the customer’s consent.
Opt-Out Management: Customers can easily manage their preferences by replying with keywords like “STOP” to opt out of SMS, managing the opt-out process automatically.