Best Practices Cheat Sheet

Last updated: April 3, 2025

Overview: This document provides CSMs with supplemental support during the Best Practices onboarding call. Based on a customer's chosen goal with using Sendblue, the best practices call can be conducted with a personalized focus.

  1. Higher Response Rates

    1. Do not text them immediately, wait 3-7 minutes until you decide to introduce yourself

    2. Do not send long messages, but rather break them up into short messages. No blocky texts, short punchy sentences

    3. Do not send paragraphs or put spaces between sentences, as that seems automated

    4. Text as if you are texting your friends, does not need to be super professional or feel automated, sound human

    5. Do not send any media before they respond

    6. Add in custom fields that include their name/any other relevant information

    7. Send messages during normal hours/do not send during the night

    8. Use emojis
      Do not include opt-out language

    9.  Do not follow up with them more than 5 times without a response

    10. Don’t overuse emojis

    11. 100000% ask a question, such as low friction yes/no questions

  2. Higher Show Rates

    i. Be conversational with them before the appointment, Appointment reminders that don’t look automated

    ii. Engage with low-friction questions and nurture them before the

    appointment

    iii. Get them to respond to you once they schedule the appointment

    iv. Make them reconfirm appointment that they will be there

    v. Use both iMessage and email with different pre-appointment content

    vi. Send them a voice memo/personalized video to further nurture them, media rich after reply - voice memo and video

    vii. Build sequences in automations depending on what they say

    viii. Make sure the meeting is added to their Google Calendar

    ix. Send a few pre-meeting reminders, but do not send them exactly on the

    hour

    x. Give them actions to do before the appointment to be prepared/more

    engaged

  3. Higher Set Rates

i. Include voice memos, short videos, images, etc. to increase set rate

ii. Make sure they think it is you manually messaging them from your iPhone, personalization

iii. Offering something of value for free

iv. Following up with them once they have shown interest but have not booked

anything

v. Send calendar link in automation