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We use Intuit Mailchimp to automate customer and prospect touch points throughout their buying and post-sales support journey. For example, sending SMS messages to tax clients when their tax return has been filed based on a tag added to their Mailchimp profile. Another use case is using an automated campaign that sends new customers a series of emails with the next steps during their onboarding phase. The business problem Mailchimp helps us address is staying in contact with our customers and top of mind with leads without requiring so much manual outreach. It also helps us ensure a consistent customer experience.

We can combine email and SMS messaging when we build our automated customer journey with A/B testing based on audience behavior, so they each have a personalized, consistent brand experience. This has allowed us to be more engaged with our audience while reducing our manual workflows. With the time we've saved, we've been able to focus on producing more relevant content to further refine their journey.

We use these features to personalize the customer experience by delivering only relevant messages. We also use segments and tags to organize our audience based on several factors. For example, when the tag "TY25 Refund" is added, it triggers an email notifying the recipient that their tax return has been filed and that they are entitled to a refund. We additionally send an SMS message requesting them to share feedback about their tax experience on Google. Imagine receiving a message about getting a tax refund when you actually owe. That would not be a great customer experience. This is one way we can automate and personalize messages based on triggers.