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Build a journey to thank customers post-purchase

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Overview

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Create the journey

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Step 1: Set the trigger

1. Navigate to Journeys > Create journey
2. Name your journey: “Post-Purchase Thank You”
3. Set trigger to: Event-based > Purchase Completed
4. Set delay: Send immediately or wait 1 hour

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Step 2: Add journey steps

1. Add a Message step
2. Create a thank you message template
3. Include:
   • Order confirmation
   • Order number
   • Expected delivery date
   • Tracking information (if available)

1. Add a Delay based on delivery date
2. Add a Message step
3. Remind customer about upcoming delivery
4. Include delivery tracking link

1. Add a Delay of 3 days after delivery
2. Add a Message step
3. Request product review or feedback
4. Include a link to review page

1. Add a Delay of 14 days
2. Add a Message step
3. Suggest related products
4. Offer discount for next purchase

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Step 3: Configure conditions

• If customer reviews: Skip review request step
• If customer purchases again: Exit journey or start new journey
• If customer unsubscribes: Exit journey immediately

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Best practices

• Timing: Space out messages appropriately
• Personalization: Use customer name, order details, and product information
• Value: Provide useful information, not just marketing
• Feedback: Make it easy for customers to provide reviews
• Segmentation: Create different journeys for different product types

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Measuring success

• Engagement rate: How many customers engage with messages
• Review rate: Percentage of customers who leave reviews
• Repeat purchase rate: Customers who make another purchase
• Customer satisfaction: Feedback and ratings received

• Journeys overview →
• Build a journey for Abandoned Checkout recovery →