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Conversations

If your customers do have burning questions to get over the purchasing line, be sure to help them in your ‘Conversation’ tab in Emotive, or your perspective Helpdesk integration!
  • Continue to ask the customer questions to keep them engaged - don’t leave any of your messages open ended
  • Keep your messaging short but informative (remember, these are being sent as texts!)
  • Be sure to include a link back to your website in every message you send
  • Always end your message with a call to action

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Post-Purchase

To create a message, click “New Playbook” in the upper right corner. Building a relationship within the first 30 days of the order is key for increasing retention and building long-term loyalty. Here is our recipe for success:

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Day 5-10: Proactive Follow Up

Proactive Follow up begins the relationship by following up with every customer post-purchase. Artificial Intelligence will detect whether customers are happy or unhappy.  **Tips: **
  • Ask a targeted question: Invoke a positive or negative response in order for the Artificial Intelligence to identify satisfaction
  • **Personalize the name: **Use the name variable (blue button) to personalize the first name for each customer
  • **Message as a human, not a company: **People want to talk to people. Addressing the messaging from a specific _person _and not your company name yields higher engagement
if Happy Response:
  • Customers who respond positively to the initial message will receive the automated response above 
  • Give a discount on the next order to happy customers to prompt a repeat sale
  • Include a link to the website to track click through 
if UnHappy Response:
  • Make it feel human- automated responses can decrease the engagement with that customer 
  • See the conversations tab overview to learn to respond to unhappy customers

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Day 12-17: Discount Reminder

Tips
  • Most customers who end up clicking the link in “if happy” might be busy or not have an urgency to purchase- send the discount reminder to add time sensitivity that the discount is expiring to increase conversion
  • When the message sounds personal, customers will appreciate the friendly reminder and respond “thank you”

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Day 30-45: Cross Sell or Reorder

Reorder: Perfect for cosmetics + food and beverage brands
  • Trigger a reorder when customers might be running low from their initial order (the timing depends on the purchase cycle of your product)
Cross Sell: Great for all brands, especially fashion

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>45 Days

Tips
  • Leave at least a 2 week gap between messages after the first month (too many messages can lead to increased unsubscribe rates)