Plays empower you to proactively engage with your contacts and accounts at the right times based on a wide variety of factors. This could be usage of your product, their point in the customer life cycle, or their overall health as determined by their ChurnScore. Using Plays, you can automatically target these contacts and accounts with relevant content and messages that will help them get more value from your products and service.
ChurnZero offers two varieties of Plays. The first is One-Time Plays, which execute messages and tasks on specific dates and are ideal for date-specific events, like conferences or new feature launches. The second is Continuous Plays, which execute messages and tasks relative to an event occurring and are ideal for ongoing efforts, like onboarding or upcoming renewals.
Like Segments, you can create either Global or Private Plays.
Global plays can be turned by any ChurnZero User, while Private Plays will only be available for use by the User who created them.
Note: A Private Play can only send emails to contacts that you own (via being either listed as the Owner, or holding a Role on the account).
To access Plays, go to Admin>Playbooks. You will see two options: Drafts or Active. Drafts are where your plays sit if they have never been turned on. Once they are turned on at any time, they will move to the Active tab.
From either of the Plays pages, you can create a new Play by clicking "New Play" at the top of the screen. Then you can decide which type of play you want to create.
Once you have determined what type of Play you are going to create, you can then go into customizing the details.
Set up the basic settings for your play, including name, description, and time frames.
At the bottom of the page in each tab, you will be able to Delete the Play (if it has never been turned on) or Copy to a New Play, which duplicates your play with all of your selected settings and steps.
Entry Criteria determine how Contacts or Accounts will begin the play, while Exit Criteria is a goal you set for a client to achieve to exit that play. Learn more here.
Set up the content of your plays by creating play steps. The actions include:
Drag and drop the steps to easily reorder the steps.
Click on the black box above each step to duplicate, delete, or add new steps.