Not only does two-way conversational messaging convert 5x better than one-way blasts, it also creates loyal customer relationships—which is more important now than ever. And here at Emotive we're experts at creating conversations that convert!
To automate a conversation, you’ll start by creating an Flows on Emotive. Flows allow you to create automated two-way flows powered by real people to make it feel like a real conversation. Our Shopping Experts review each customer’s reply and choose the appropriate response, based on guidance you’ve given them in advance. The result is a real conversational flow for the customer, and increased sales for you. On average, 75% of brands’ SMS revenue is generated through Flows!
With Flows, the possibilities for customer engagement are endless. But we’re here with 5 ideas to get you started.
Goal |
Strategy |
Template |
Trigger |
Segment |
Convert new subscribers |
Guide new subscribers to the right product |
Product Recommendation |
Signed up |
N/A (connect to a sign up flow) |
Convert new subscribers |
Ask who shopping for to recommend product |
Create blank |
Signed up |
N/A (connect to a sign up flow) |
Cross-sell |
Recommend products based on recent purchase |
Cross-sell |
Delivered or Ordered |
1st time buyers of X product |
Drive repeat purchases |
Prompt new customers to “refill” after X days |
Delivery Notification |
Delivered or Ordered |
1st time buyers of consumable skus |
Grow Loyalty Program |
Invite 2X buyers to sign up for Loyalty program |
Create blank |
Delivered or Ordered |
2nd time buyers |
Head over to the Flows tab in Emotive, and follow the instructions below!
Product recommendation
This sign up Flows will help guide new subscribers to the right product based on their interests! In the example below, the brand asks what type of diet the customer is on so they can recommend the right juice cleanse.
You can use the Product Recommendation template and connect it to any sign up flow. Just make sure to create the sign up flow first (or edit one you already have) and then create a new Product Recommendation Flows.
Shopping Survey
This sign up Flow will also help guide new subscribers to the right product or collection, but starts out by asking who the customer is shopping for. This is great for brands with a gifting use case!
For this one you’ll have to create a blank Flow, and just make sure to create the sign up flow first (or edit one you already have).
The first question should ask who they are shopping for, and then you can tailor the conversation based on their answer! If they’re shopping for themselves, ask what they’re interested in. If they’re shopping for someone else, send them your gift guide or ask them about the giftee’s interests!
Cross-sell
One of the most effective ways to drive sales is to recommend relevant products based on a customer’s recent purchase. In this case, we’ll be targeting first time buyers with a relevant product.
You can use the Cross-sell template which is triggered when the customer’s order is delivered (or for brands on other platforms than Shopify, when the customer places the order). You’ll just need to create a segment and then add it to the Flow. The new segment should include 1st time buyers of a particular product, who didn't buy the product that you're cross-selling. (You can even create an Flow for each product or collection to recommend related products or collections.)
Order Reminder
Drive repeat purchases and establish a habit by alerting new customers when they’re low on a consumable product!
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If you’re a Shopify brand you can start out with the delivery notification template. (If not on Shopify, you can create a blank Flow and use the ordered trigger.)
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Create and add a segment of customers who purchased a consumable product for the first time.
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After the delivery notification message, add a delay for how long it will take to use up the product. Note that including a delay in the Flow will prevent the customer from getting any other Broadcasts during this time. We don’t recommend a delay more than 30 days, and we only recommend this for new customers.
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After the delay, add a question to ask if the customer wants to refill and add replies for Yes, No, and No Response. Then add Simple Messages to go along with each reply to help them easily buy the product again!
As seen above, the customer also asks about shipping times. This isn't part of the Flow, but you can activate Smart Reply to ensure that our Shopping Experts can answer your customers' most frequently asked questions! Learn more here.
Customer loyalty program
You can also use Flows to grow your loyalty program.
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If you’re a Shopify brand you can start out with the delivery notification template. (If not on Shopify, you can create a blank Flow and use the ordered trigger.)
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Create and add a segment of customers who purchased twice (repeat buyers are the most likely to join).
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Add a question to the delivery notification Simple Message that asks if they are signed up for your loyalty program yet.
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Add Yes, No and No Response Replies, and then add a Simple Message for each reply.
We're so excited for you to get creative with Flows to help you grow your business!
Just a reminder—if your customer responds to an Flow with a question that doesn't fit in the flow, our Shopping Experts can handle many of those too! Just be sure to activate Smart Reply and choose up to 30 of the most common questions. See more here.
As always, reach out to the team if you need any help! For more detail on Flows and how they work, check out our help center article here.