See How PayPal Uses Behavior-Based Multichannel Communication to Engage the Inactive New Customer

In this automation workflow, we will illustrate PayPal’s example of an extended onboarding multichannel campaign for new customers, with each email/message addressing a different feature. 

We will show how the Company filters its customers based on their activities, targeting the comparatively inactive new users and encouraging them to:

• Use Company’s Credit Account for online purchases and payments 
• Apply for a Company’s Cash/Debit Card for online and offline purchases.

Beyond the initial welcome (delivered within 2-5 days of relationship initiation), the new customer onboarding process usually extends an additional 3-6 months. The purpose of onboarding communications is to increase broader usage of the new account/service.

These communications multiple times focus on products like:

• Mobile banking,
• Digital bill pay, 
• Direct deposit,
• Mobile deposit, 
• Account alerts, etc. 

Often, the sequence and cadence of communications are determined by the new customer’s level of engagement and actions taken by the new customer at each stage.