Transactional communication is not only an essential touchpoint with your customer in online channels but also offline at the point of sale (POS). Use loyalty cards or location-based services to identify your customers at the POS and send them a purchase confirmation after a purchase, including a digital receipt, loyalty information, vouchers, cross- & up-sells…
Transaction communication does not necessarily have to take place via email. You can also use other digital dialog channels such as SMS, push notifications or mobile messenger. When which channel is useful depends on the transaction. Mobile channels are suitable for: Food delivery services, where the time between order and delivery is usually very…
Use your transactional emails to identify marketing communication contexts. Transactional emails that are sent directly after a transaction (e.g. order confirmations, login confirmations or password reset emails) are usually expected by customers. This is the moment when your customer’s attention to your offers is particularly high. If a customer reacts (e.g. by opening or clicking)…
The communication for a transaction does not have to end after an order confirmation, shipping confirmation and, if applicable, delivery confirmation. Use transactions as triggers for automated follow-up campaigns. This is often the fastest way to turn simple transactions into advanced marketing automation. Some examples are: Satisfaction surveys with the request for recommendation or review…