Enable Feedback and Upsell To Drive Conversions

Post-purchase behavior, or how customers act and feel after buying, is a critical aspect of any business. Understanding customer satisfaction and their likelihood to return is key.

Feedback not only measures satisfaction but also serves as a foundation for upselling to existing customers. By making the most of customer reviews and opinions, businesses can improve their services and products, build lasting relationships, and boost sales. It's a simple yet powerful tool to enhance the customer experience and drive growth.

How can a feedback message help boost conversions?

Shows customers you care: Asking customers for their feedback shows them that you care about their opinions and the experience they have with your brand.

Helps with business decisions: Customer feedback directly dictates what your next step should be to better your customer experience.

Helps improve services and products: You can enhance your services and products to meet the needs of your customers which can easily be determined from the feedback you receive from your customers.

Upselling & Cross-selling: Feedback messages are a great way to upsell and cross-sell to make customers re-engage with your brand and re-purchase your products.

Customer Satisfaction Score: You can measure the satisfaction of your customers to analyze your performance and customer experience by calculating the Customer Satisfaction score with the help of customer feedback.

How to Enable Order Feedback & Upsell Flow?

The ConvertWay helps you gather valuable feedback and re-engage customers who have purchased from you. We enhance your offerings and drive upsell opportunities, rekindling their connection with your brand.

Step 1: Enable the Feedback & Upsell Trigger

With ConvertWay you can enable Feedback & Upsell automation via SMS

To enable Feedback Automation go to Flows > SMS > Order Feedback & Upsell

Step 1.1: Enable the Flow

Here the trigger is Order Fulfilment i.e. the customer will receive this alert only after their order is fulfilled.

Step 2: Set the Timing

Step 2.1: Setup Delay

Now, to trigger the flow select Delay i.e. the number of days since the customer’s order was fulfilled after which you want to send them the feedback message

For example, let’s say you want to send a feedback notification to your customer after 7 days after the order fulfillment. You can do that by selecting 7 days in the Delay field.

Step 3: Creating the First Follow-up

Step 3.1: Selecting a template

After enabling the trigger successfully move on and enable the first follow-up and see that we already have a pre-set message template in the Browse field



You can now select what kind of feedback options you want by selecting among the three options under the Feedback response field.



You can also preview the automatic pre-set response the customers get after they have chosen one of the options as their feedback under the Response Text field, this is the response triggered by the feedback option chosen by the customer.



In the case of SMS automation - we send an SMS to the customer with a feedback link - where the user can share their feedback by selecting any of three options as shown below and as per the responses selected an automated message will be sent to the customer.



After the customer selects one option as their feedback they are sent a pre-set response, You can also preview it under the Response Text field, this is the response automatically triggered by the feedback option chosen by the customer.

Step 4: Setting up the second flow

The process comes to an end once the customer submits their feedback, however, if they haven't, we have an engaging second follow-up text prepared to go!

Step 4.1: Set the number of days after which the customer receives the second follow-up

To set up another flow you need to first select the number of days since the first follow-up message after which you think the customer should have given you feedback so after this period the second follow-up is triggered. You can select this period in the Delay field.

Step 4.2: Fill up all other required fields same as the first follow-up

Now follow all the steps for the second follow-up exactly like you did for the first follow-up.

Step 5: Analyze your performance

Want to measure your customer experience? Do it with just one simple step with ConvertWay.

CSAT score

Based on the responses received from the customers, we calculate the CSAT Score. CSAT or Customer Satisfaction Score represents the overall satisfaction of your customers.

Calculation of CSAT:




Here’s what your CSAT score means

0- 50: Needs Improvement
51 - 70: Fair
71 - 90: Good
91-100: Perfect

Step 5.1: Check your CSAT score and review your performance

To check the performance of your Feedback and Upsell Flow go to Analytics > Review & Offer

The following information is displayed in the Reviews & Offers Analytics:

Total Messages Sent: This is the total number of notifications sent for Cart Recovery

Reviews Received: This is the total number of reviews received including all reviews from both SMS and Whatsapp

CSAT Score: This is the customer satisfaction score measured from 0-100

Revenue Generated: Based on the offers shared in the response to the feedback shared, this is the sum of the number of orders placed represented in revenue generated

Order Logs: This gives detailed information like the Customer name, Feedback, Order ID, Order Value and Order Date





Ask customers for their valuable feedback and begin your journey to Upselling and an incredible Customer Experience with ConvertWay!

Updated on: 21/08/2024