Journeys on purchases: ordered, delivered, paid, buy again, stopped buying
Start a journey from what customers buy: an order confirmed, delivered or paid, or a quotation left open. Or the time to buy again, or no purchase for a while. Sales orders, counter bills and online store orders all count.
PLANSFrom Growth
Built and tried on our test systems with Sales, Inventory and Point of Sale. Online store events wait for a real Shopify, WooCommerce or Magento shop.
Why it matters
A business that sells at the counter, through a sales team and online often keeps three sets of customers. Reminders to buy again then go to only one of them, or to none. In SmartMy Marketing a confirmed sales order, a counter bill with the customer's name and an online order all count as purchases. A quotation left unconfirmed starts its own follow-up and stops when the order is confirmed. Regulars who stop buying are found every hour across all three.
The problem it solves
- Quotations go out and nobody follows up the ones that were never confirmed.
- Customers who buy every month are not reminded, and buy the next pack elsewhere.
- A regular stops coming and you notice months later.
- The thank-you after delivery depends on who is on duty.
How it works
- Make a journey with the trigger Something They Bought and choose When.
- For Quotation Not Confirmed, set After (Hours): 24 to start with. For Time to Buy Again, set After (Days) and the products. For Stopped Buying, set After (Days).
- Write the steps, using {{order_name}}, {{order_total}}, {{order_date}} and {{order_link}} (the customer's own page of the order) in the texts.
- Start it. Orders, deliveries and payments enter people at once; open quotations, buy-again and stopped-buying are checked every hour.
- Confirming the quotation ends the open-quotation journey with its goal reached.
Everything it does
Events
- Order Confirmed: a sales order confirmed (with Sales) or an online store order
- Order Delivered: the delivery of a sales order done (with Sales and Inventory) or an online store order fulfilled
- Bill Paid: a customer invoice paid, or an online store order paid
- Quotation Not Confirmed: a quotation still a draft or sent After (Hours) after it was made (24)
- Time to Buy Again: After (Days) after buying one of the Products (empty: anything); 30 to start with
- Stopped Buying: nothing for After (Days) after a purchase in the 30 days before
What counts as a purchase
- Confirmed sales orders of the Entity
- With Point of Sale: bills of named customers at the counter
- Online store orders from Shopify, WooCommerce or Magento; they do not count for Time to Buy Again by product
- A company's contact person is counted under the company when they have no email of their own
In the messages
- {{order_name}}, {{order_total}}, {{order_date}}, {{order_link}} for sales orders
- Online stores add {{order_items}}
- Every other merge field and step of journeys works as usual
Good to know
- Each journey works within its own Entity
- Can Enter Again is Once Only to start with: for a reminder every time someone buys, set Again After Some Days or Every Time
- Left carts in online stores have their own trigger (see left-cart journeys)
Who uses it
Marketing UserMakes the purchase journeys and writes the texts.
Sales teamConfirms quotations and orders; the journeys follow by themselves.
Shop or counter staffNames the customer on the bill, so counter sales count.
Where you use it
- Web: Marketing > Campaigns > Journeys, trigger Something They Bought
- Web: Sales, Inventory and Point of Sale, where the events happen
- Not in the phone app: this is done on the web. The SmartMy Marketing app covers chats, contacts, posts, leads and campaigns
What you control
Settings
- Quotation Not Confirmed: After (Hours) 24
- Time to Buy Again and Stopped Buying: After (Days) 30
- Products: empty (anything)
Notifications
- None of its own; the journey's steps send to the customer
Questions
Do I need SmartMy Trade or a website shop for this?
You need sales orders, counter bills or a connected online store in the same database. Sales, Inventory and Point of Sale link in by themselves when they are installed.Will a customer get a reminder every month?
Only if Can Enter Again allows it. Once Only is the default; set Again After Some Days or Every Time for repeat reminders.Can a counter customer get a buy-again reminder?
Yes, when the bill carries the customer's name and they have an email or a WhatsApp opt-in. Unnamed walk-in bills cannot be followed up.Does a confirmed quotation still get the reminder?
No. Confirming the order ends the open-quotation journey with its goal reached, so the customer is not chased for something they already bought.What starts the win-back journey?
A customer who bought in the 30 days before the quiet spell and nothing for After (Days) since. It is checked every hour.Can the message show the order?
Yes. Use {{order_name}}, {{order_total}}, {{order_date}} and {{order_link}}, the customer's own page of the order.Related features
CAMPAIGNSJourneys: triggers, waits, If / Else, tags, tasks and goalsAutomate what happens after someone enters. Wait, send an email or WhatsApp message, and branch on a reply or a tag. Tag people, give someone a task, and end at your goal.AI AND SELLINGShopify, WooCommerce and Magento storesConnect your Shopify, WooCommerce or Magento store. Its products become products to sell in chat. Its customers and orders come in, so journeys can thank, follow up and win back each buyer.AI AND SELLINGLeft-the-cart journeys for online storesWhen a shopper leaves your online store's checkout without paying, a journey reminds them by email or WhatsApp with a link back to their cart. If they buy, the journey ends by itself and the cart counts as bought.AUDIENCECustomer value groups, churn risk and the next orderEvery night each customer with orders gets an RFM score and a value group, such as Champions or At Risk. They also get a churn risk from how late they are against their usual gap. Then the date their next order is expected and the channel they answer on most.AI AND SELLINGRevenue by sourceEvery confirmed order, online store order and paid chat cart is credited to the customer's last marketing touch. You see which broadcast, sequence, lead ad or chat brought money, not only clicks.
See your inbox and campaigns on it.
Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.