> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.theconvertway.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Enable Feedback and Upsell To Drive Conversions with WhatsApp Automation # 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? ![](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/s-1_x7cv51.png) 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 **WhatsApp** * To enable Feedback Automation go to **Flows > WhatsApp > Feedback & Upsell** ![Enable the Flow](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/fw1_h993oq.png) ### 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. ![Trigger](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit158412536979_16l69zn.png) ### 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. ![Set up Delay](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit169886631038_1v24w4x.png) ### 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 **Templates** field ![Pre-set Template](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit176335233781_k58zp8.png) * You can now select what kind of feedback options you want by selecting among the three options under the ** Feedback response** field. ![Feedback Response](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit183908943262_ffz6q3.png) * 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. ![Response Text](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit194294668778_1bsrhm5.png) ### 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. ![Set up Delay](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/imageedit217372334205_11l8lyn.png) ### 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: ** ![](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/48_n8gyds.png) 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 ![CSAT Score](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/image-28_pyqu39.png) ![Feedback & Upsell Analytics](https://storage.crisp.chat/users/helpdesk/website/bc86d77513590800/image-29_12pijel.png) **Ask customers for their valuable feedback and begin your journey to Upselling and an incredible Customer Experience with ConvertWay!**