1. You have completed all the hard work. You ran2. Click the link- 3. Messenger ads4. , collected subscribers, allowing them to choose to join Messenger, email, andSMS5. lists, and finally they purchased items in your online store.
6. But what happens after someone completes a purchase? So, how should you interact with customers? Let's think about things beyond promotions and deals.
7. Many retailers do not provide personalized follow-up services for people who recently purchased products. They either stick to generic emails or send nothing at all. But in fact, it is during this period after the purchase that people are most receptive to your messages.
8. During this time, you can interact with customers by providing value, offering help, introducing ways to use the product, or simply continuing the conversation, so there are many opportunities.
9. Let's talk about a good post-purchase process that can bring10. more business to your11. e-commerce store.
12. 1. Immediately: Order Confirmation
13. Channel used: Messenger
14. Message tag:15. Post-purchase update
16. Order confirmation messages are an17. important component of your e-commerce strategy. They help reassure customers that their orders have been received and processed by your business. It also allows you to open a 24-hour window to engage with new customers with interesting and engaging messages. Remember, your messages don't have to be boring.18. To create this process, select "Place Order"
19. Shopify trigger in Flow Builder.“ Shopify TriggerAdditional Messenger messages and confirmation messages, such as:
You can allow people to choose to track their shipment or access your store in the message. The goal is to get someone to click so you can reopena 24-hour windowand send more messages.
Examples of messages you can steal:
- Your [ Company Name ] order has been shipped! How excited are you? Use this number to track your package. If you have any questions, please let us know!
- We have received your order! After your package is shipped, we will send you a Messenger message with the tracking number. Would you like to enable a one-time notification for this?
- Order received! Thank you for purchasing [ Name ]. We will notify you during the processing. Your order number is: XXXXXX.
2. Trigger: Shipping Confirmation
13. Channel used: Messenger
14. Message tag:15. Post-purchase update
Delivery emails (such as shipping confirmations) keep customers informed about their orders at all times. This makes them feel good andminimizes buyer re 悔and maximizesthe extentof satisfaction with the purchase decision.
To create this process, select the Fulfilled Order Shopify trigger and create a Messenger message as follows:
Because this message is related to the customer's order, you can use the “Post-Purchase Update” tag even if it is outside the 24-hour window.
Examples of messages you can steal:
- Your order is about to begin! Exciting - your order should arrive within X business days.
- We are pleased to inform you that your order has been shipped!
3. 14 days later: Product Review
13. Channel used:e-mail
Product review follow-ups are a great personal touch in your post-purchase sequence. It shows customers that you value their feedback and builds trust with your business. You also want to receive more product reviews to enhance your product's credibility with new customers.
To create this process, select the Fulfilled Order Shopify trigger. And add a smart delay to trigger an email requesting a product review.
Set a time frame that customers typically need4. Smart Delay. In this case, we used 14 days, but you can choose any time range.
This email allows you to bypass the Messenger 24-hour window rule. However, you can send others back to Messenger for review.
When yourequest Messenger reviews, you can filter out negative reviews and proactively address issues. You can help resolve problems and win back customers you might lose.
As in this example, you can also give customers the option to contact you by phone.
If the review is good, you can direct the customer to the review site or say thank you and then move on to the next step.
4. Positive Reviews - Coupons
13. Channel used: Messenger
Customers with a good brand experience spend140%more than those with a poor experience. Cross-sell messages can help you seize the opportunity of post-purchase excitement.
For this process, you can leave a good review for the customer.後Provide them with coupons.
There are two ways to deliver coupons from ManyChat. You can use a universal coupon code for everyone flowing through each process. Alternatively, you can send a separate coupon code for each person to use at checkout. For more information on how to deliver unique coupons in ManyChat, please watch this10-minute video.
5. Join the membership program
13. Channel used: Messenger
The next step is to engage the customerLoyalty programA good loyalty program can encourage customers to spend more and strengthen their relationship with them. You can offer points, rewards, and membership levels to stand out from your competitors.
You can also cycle membership program offers into coupon code messages, as shown in the example below:
Here, you can guide shoppers to the registration process and then into the store to purchase more items.
For more information on how to build a loyalty program in a Messenger bot, it is recommended to readthis article.
After establishing a loyalty program, you can furthersegmentcustomers and market to them based on their past purchases and buying behavior.
Want to create a powerful post-purchase follow-up sequence for your online store? Upgrade to the Pro version of ManyChat now.
Source:https://manychat.com/blog/
