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March 3, 2016
Content Marketing  |  4 min read

Stop Wasting Precious Time by Building an FAQ Campaign

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Paul Sokol


Right now, you are spending time reading this blog post. Maybe you'll spend a little bit of time, maybe you'll spend a little more time — especially if you implement the easy strategy I outline below. No matter who you are, you have the same 24 hours in each day just like everyone else.

I want to share with you today a proven way to maximize your precious time while still providing great prospect and customer experiences. I've personally proven it in my business, I've helped others build and prove it for themselves, and you can easily prove it to yourself (if you think it's a good idea).

It all starts with awareness.

Imagine for a second you are communicating with someone and they inquire about a really common question. The answer is the same for everyone or 95 percent the same each time. Normally, if this was a phone call, you would verbally give out the same spiel you've been saying for years (it probably feels scripted to you by this point). If the inquiry comes in via email, you have to type out the same reply you would normally say on the phone.

How much actual time does that action cost you? One minute? Two? Five? Maybe longer for a more involved topic. Over time, those minutes add up and starve your availability when you could be doing other more important things. Conservatively, let's say it takes you 120 seconds (two minutes) to type a common response to someone via email. If you do that five times in a week, you just wasted 10 minutes. And yes, I do mean wasted because you don't have to actually be doing it every time. Do this 30 times in a month, and you have spent an entire hour on this repetitive unchanging task.

Could you benefit from an extra hour each month? And if you did this for a year, you would have spent nearly two full days performing repetitive tasks. It might not sound like much, but those little minutes here and there add up. Wonder why you "never have time to do anything?" It's because the awareness of your physical work isn't being maximized and reused. How can you make that initial investment of minutes reusable? Leverage Infusionsoft's Note Goals in Campaign Builder!

What is a Note Goal and how does it work?

Just like how you can have email templates, you can have Note Templates for specific situations. Notes live on someone's Contact Record and provide a digital paper trail for the relationship. A Note Goal is a templated note that can also trigger automation. Do you see where this is going yet? To apply one of these bad boys to someone's record, just scroll down to the Notes section, select the Note you want and hit Add Note.

When you apply that note, it can do anything, such as starting a campaign, creating a task for you to follow up in the future, or sending an email.

Here are the steps to break the chains of repetitive communication:

  1. Open a new Campaign
  2. Create a Note Goal for a frequently asked question
  3. Build a corresponding sequence or email that answers the question in the Note Goal
  4. Repeat steps two and three for each communication you need to automate

This is something that can be done in literally two minutes once you get the workflow down. Sending answers to common questions now consists of taking the couple seconds to add the appropriate note to someone (which automatically sends the email ). If you are on the phone, replying with a simple, "That is a really good question, let me send you an email on that topic" is all you need to avoid wasting words.

Watch the video below to learn how to setup a new FAQ in real-time and how you can streamline communications where the email is almost the same every time but needs some customization! Workflow automation tactics like this can greatly allow you to get more done in the same amount of time.

Don't try to eat the whole elephant all at once, though. Implement this for your most common communication and start using it. Build up your toolkit as time progresses and pretty soon you'll wonder how you ever got by with all those manual process. You might be familiar with Michael Gerber's distinction between working on your business versus working in your business. By using Note Templates, you can accomplish both by continually strengthening your customer service and saving time.


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