Customer satisfaction doesn't end at the checkout. Ensuring a seamless post-purchase experience is essential for building loyalty and driving repeat business. In this guide, we'll walk you through creating an automated workflow in the CRM that enhances your customers' journey after they make a purchase. From confirmation messages to feedback requests, you’ll learn how to set up a system that runs effortlessly while keeping your clients engaged.
Navigate to the automation section in the CRM and select “Create Workflow.” Choose between starting from scratch or using a pre-designed template. For this guide, we’ll start fresh. Enable Allow re-entry in the settings if your product is likely to be purchased repeatedly.
After setting up your workflow, the next step involves specifying what triggers it and what actions follow. Add a new workflow trigger by selecting 'order form submission'. Filter this by the funnel or website containing the form.
The first action could be an internal notification to alert you of the purchase. Notify your team of each purchase with an email or SMS notification. Use pre-made templates for speed and consistency.
Add a tag (e.g., "Purchased: Premium Product") to the contact, allowing for segmentation and personalized follow-ups.
Use the Create or Update Opportunity action to add the customer to your sales pipeline for further engagement or upselling opportunities.
Post-purchase engagement solidifies trust and encourages future interactions. Here are some actionable ways to connect with your customers:
Use a customisable email template to thank customers for their purchase and provide details about what’s next.
Include a short wait step.
Send a follow-up text to ensure the customer received their order or has any questions.
Schedule an email or text to request a review or feedback. This not only helps you improve but also strengthens the customer’s relationship with your brand.
Before your workflow goes live, testing is essential to ensure everything operates as expected. Complete a test transaction using your funnel’s order form and monitor each step to confirm triggers and actions execute properly.
Make any necessary adjustments, then publish the workflow. Always save your changes to avoid losing progress.
Creating a post-purchase experience is more than a nice touch—it’s a smart business strategy. With this guide, you now have the tools to automate key processes, engage with your customers meaningfully, and build lasting relationships. Whether it’s a thank-you message, a check-in email, or a review request, each step adds value to the customer experience.
Q: Why isn’t the workflow triggering?
A: Double-check that the trigger is configured correctly and matches the specific funnel or order form.
Can I add multiple notifications?
A: Absolutely! You can include various types of notifications, such as emails, text messages, or internal alerts, in one workflow.
