At Omnisend, we understand the importance of nurturing relationships with your customers, and that's why we offer the Order Follow-Up Email, also known as the Thank-You Email. This type of automated email is sent after a customer completes a purchase, and it's an excellent way to show your appreciation for their business while also providing them with valuable information.
Our platform makes it simple for all users to create and customize their own Order Follow-Up, ensuring that each message aligns with your brand's voice and tone.
Before you begin
Automation workflows can be used on all the Omnisend plans. You can find more information on Omnisend pricing.
Except for the Analyst, all user roles can access automation workflow settings.
The automation can be triggered for subscribed and non-subscribed customers. See what workflows can be triggered for different customers' statuses.
The automation can be triggered Retrospectively.
When should Order Follow-ups be sent?
With an Order Follow-up email, you can show appreciation and interact with the customer after they purchase.
Follow-up emails are great for:
Inviting customers to connect on social media. Say Thank You, and include big and clear call-to-action buttons linking to your social media.
Positive feedback will reinforce positive feelings about your products by adding value to your brand.
Sending an invitation to leave a review on your store.
Offering a discount on the next purchase.
Eligibility and requirements
Order Follow-up is one of the pre-set flows Omnisend has in its library. We always recommend choosing the default automation, as its trigger should be tailored to the platform your store is built on. The Order follow-up automation should have an 'Order placed' trigger with the 'Order status is paid' trigger filter.
Here's the table for your reference to show which order statuses in different platforms are equal to Omnisend's 'paid' status:
To create the Order Follow-up workflow, proceed to the Automations tab → click on the Create workflow button and pick one of the suggestions for the Order Follow-up automation.
Automation trigger settings
The default trigger in the automation settings is set to Placed Order:
In the Trigger filter settings, you may target your automation more specifically. However, the rule specified in the filter settings should be met before your automation is triggered. For example, if you choose to trigger the workflow when the Order has a specific tag, this tag should be added automatically. Otherwise, you can add this filter to the Split Condition.
Audience filter/Conditional filter
You may also target your automation based on your customers' Profile data (Country, Gender, Tag, etc.) and their belonging to a specific Segment. If you want to use the Segment based on the purchase behavior, remember that it adds a little overhead to the system and may prevent your automation from being triggered.
Note, if you create a workflow targeted for a specific category, adjust your standard flow so those clients would not receive two messages in the same Order.
Order Follow-up email doesn't have the default exit condition, meaning the customer exits the flow after getting all the messages. However, you may add up to 5 different Exit conditions to cancel the flow under certain conditions. For example, when the Order has a particular tag or the customer meets specified criteria.
If you choose not to trigger the workflow for contacts already in this automation, the same customer won't be able to trigger this sequence within a specific time. If the order frequency is high, you should limit the number of automations your customers may trigger.
Content of the message (personalized information)
You can add Email, SMS, and Push notifications when setting this automation. The email channel is good for delivering the information; SMS and Push notifications will update your customers as soon as possible.
Once you add the Email message block to the sequence, please make sure you provide the Subject line, Pre-header, and sender's email address.
Once you're done with the general settings, you can start editing the email. It's always an excellent idea to follow up with your customers with incentives, like a small discount using the Discount Item.
💬 Find more examples in our Blog article: How to Create Post-Purchase Emails that Renew the Customer Journey
Like all other E-commerce features, order follow-up reports are available in the Reports tab. It contains the standard list of reports: number of emails sent, open rate, click rate, sales generated, and removed. Month-by-month view and Activity feed with detailed information are also available.
Have any questions? Contact us at [email protected].