The Self-Hosted Playbook: Cut Support Costs with Automated Post-Purchase Guidance
Your support team is drowning in repetitive post-purchase questions about setup, usage, and features. This manual support drains your budget, slows down response times for complex issues, and puts new customers at risk of churning before they even see your product's true value.
Implement a powerful, self-hosted automation engine using Mautic to create automated post-purchase onboarding sequences. Proactively guide new customers with timed emails and SMS alerts via Twilio that answer common questions before they're asked. This playbook shows your development team how to deploy a flexible, cost-effective system that eliminates recurring software fees and gives you complete control over your customer communication, turning support into a proactive, self-service experience.
Expected Outcomes
- Drastically reduce the volume of repetitive post-purchase support tickets.
- Improve the customer onboarding experience and accelerate time-to-value.
- Lower customer churn by proactively educating users and addressing common issues.
- Free up the support team to focus on high-impact, complex customer problems.
- Eliminate recurring monthly software costs in favor of a flexible, pay-as-you-go model.
Core Tools in This Stack
Mautic
Visit websiteMautic is the world's largest open-source marketing automation platform, giving users the highest level of control over their marketing efforts and customer data. It enables organizations to integrate and personalize all their digital properties and channels into a seamless customer experience.
Key Features
- Visual Campaign Builder
- Contact Management & Segmentation
- Lead Scoring and Nurturing
- Personalized Email Marketing
- Landing Pages & Forms Builder
- Dynamic Web Content
- Comprehensive Reporting & Analytics
- Extensible via Plugins & API
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Health & Wellness, Other
Pricing
Model: Free (self-hosted), Subscription (managed)
Tier: Free
Ease of Use
Medium
Twilio
Visit websiteTwilio is a cloud communications platform (CPaaS) that enables developers and businesses to build and scale customer engagement by embedding communication channels like voice, text, chat, video, and email into their applications.
Key Features
- Programmable Messaging API (SMS, MMS, WhatsApp)
- Programmable Voice API
- Email API (via SendGrid)
- Programmable Video
- User Verification & Authentication (Verify API)
- Global Phone Number Inventory
- Extensive SDKs for various programming languages
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Health & Wellness, Education & Non-Profit, Other
Pricing
Model: Pay-as-you-go, Usage-based, Subscription
Tier: Low
Ease of Use
Intermediate
The Workflow
Integration Logic
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Mautic SendGrid API Connector
This integration is enabled by a Mautic plugin that adds Twilio as an available 'Text Message Transport'. When a Mautic campaign is triggered and contains a 'Send text message' action, the plugin retrieves the contact's phone number and the predefined message. It then constructs and sends an API request to the Twilio Programmable SMS API endpoint. The request includes the Twilio Account SID and Auth Token for authentication, a registered Twilio phone number as the sender, the contact's phone number as the recipient, and the message body. Twilio processes the API call and dispatches the SMS. Status updates and logs from Twilio can be viewed in the Twilio console, and a record of the sent message is logged in the Mautic contact's event history.
Cut Your Support Costs with Automation
Free your support team from repetitive questions and guide new customers to success automatically.