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GROWTH DEPT.ACR

Post-purchase upsells

Turn a delivered order into the next one

After the order arrives, ACR checks in, asks how it went and offers what goes with it, using what the customer bought. If something went wrong, the conversation goes to your team instead.

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The channels this campaign can use

  • Voice call
  • SMS
  • Email
  • WhatsAppnot yet on
Post-purchase callAI agent and shopperWritten example

How a check-in becomes a second order

Example: product link sent

0:00 / 0:25

A written example, not a recording. Play steps through the transcript; no real shopper and no audio.

What starts a post-purchase campaign

  • An order

    the event from your store that starts the run

  • Your wait

    how long after the order the first contact goes out, set by you

  • One no

    ends it: a negative reply gets no follow-up unless you turn one on

Settings, not results.

Checked before every call, text and email
  • Still no order
  • Inside the shopper's hours
  • Consent on file
  • Not on the suppression list
  • Country allowed
  • STOP and HELP first
  • Hand-off not requested
  • Cooldown passed
  • Dispatch limit not reached
  • State calling rules

Where upsells go wrong

Most upsells arrive before the product does

A thank-you page offer asks someone to buy more of something they haven't tried. A follow-up email a week later is easy to ignore, and it can't hear that the first order arrived damaged.

An offer lands better once the customer has the product in their hands and you know it worked for them.

A different order

ACR asks first, then offers

You set how long to wait after the order, long enough for delivery and a first use. The agent opens by asking how things are going, and what it hears decides what comes next.

A happy customer gets an offer drawn from what you listed for that product. A customer with a problem gets a hand-off to your team, and no offer.

Step by step

How a check-in brings the upsell

  1. Step 1: The order is placed

    Your store sends the order to ACR, and the campaign takes it if its rules accept the customer.

  2. Step 2: The campaign waits

    The first step is delayed by as long as you set, inside the customer's allowed hours.

  3. Step 3: The agent checks in

    It names what they bought and asks how it is going.

  4. Step 4: It listens

    A problem or a refund request goes to your team. Everything else carries on.

  5. Step 5: It makes one offer

    The product you listed, a code if you allow one, and a link by text or email.

What it offers

How the product gets chosen

ACR has no recommendation engine. You write what goes with what in the campaign's offer and instructions, and the agent matches it to the customer's order.

  • Refill what runs out

    If it gets used up, offer the next one before they have to think about it.

    BoughtProtein tubOfferedRefill pack

  • Complete the set

    If it works better with something else, say so and offer that.

    BoughtTrail runnersOfferedWaterproof socks

  • Upgrade from a trial

    If the first order was a small size, the next can be the full one.

    BoughtSample boxOfferedFull-size box

Why a conversation

Three rules we built it around

  • It asks before it offers

    The first thing it does is ask how the order went. An offer to someone unhappy costs you more than the sale is worth.

  • It uses the order

    It knows what they bought from your store's order data, so it can talk about that rather than your bestsellers.

  • Your flows stay

    Your post-purchase emails keep running. Set the timing so the customer doesn't hear from both on the same day.

From the people who built it

A post-purchase call that only sells is the fastest way to teach people not to pick up. So the check-in comes first, and it is allowed to end with no offer at all.

Before you ask

Questions stores ask about upsells

Something not covered here?

Ask us on a call, or read the full list of questions.

Book a callAll questions
  1. 01

    What counts as an upsell here?

    A second order after the first has been placed and, usually, delivered. ACR does not put offers on the thank-you page. It starts from the order event and waits as long as you set.
  2. 02

    Will the call feel pushy?

    It opens with a question about the product they already have, and it ends when they say no. You write the instructions, set how often anyone can be contacted, and can read every conversation afterward.
  3. 03

    What if the customer says no?

    The agent takes the no and ends the conversation. Negative replies get no follow-up unless you turn one on.
  4. 04

    Will it offer the right product?

    It offers what you list for what they bought. If you haven’t covered a product, the agent should say it isn’t sure and offer to pass the question to your team, as long as you allow that hand-off.
  5. 05

    Does this only work for consumables?

    No. Refills are the simplest case. Accessories, a matching piece or a larger size follow the same pattern, as long as you can say what goes with what.

Turn every delivery into a conversation

Bring your order history and your margins. We will look at which products have a natural next purchase, and tell you whether a campaign fits.

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