For brands that sell products which expire or run out after some time and the customer needs to replenish their stock, reorder campaigns on WhatsApp are a great way to re-engage customers who might be ready to buy again from you.
For example, a brand that sells coffee would know that their average customer runs through the stock of their previous order in 30 days. So a re-order message on WhatsApp after 30 days is a perfect way to ensure that the customer restocks on time.
Here's how you can setup a reorder campaign on WhatsApp in 4 minutes:
If you prefer images + text, read on below.
Create a WhatsApp Reorder Campaign
In WhatsApp Marketing > Automations, click on [Create New Automation] and select Shopify Events.
(1) Choose Event Trigger
Choose "New Order" as the event.
(2) Entry Condition
For reorder campaigns, we would have to setup multiple campaigns. For example
- the first campaign will be sent to customers whose order contained only 1 product
- the second campaign is for customers whose order contained 2 products
- third campaign for customers who ordered 3 products
- and so on...
If 90% of orders in your online store contain 5 or less products, ideally you want to set up identical campaigns for upto 4 or 5 products in an order.
In Entry Condition, we can choose "Count of unique products order" equal to 1, 2, 3, 4, 5.
This is important and will be explained in section (4) Configure Message.
(3) Exit Condition
Suppose you want your reorder campaign to go after 30 days. We want to ensure that if a customer placed an order on the 29th day, this message does not go to them. Exit condition helps us achieve that.
Exit condition is checked at the time of sending the message. We can configure a setting and say that if the order properties match these criteria at the time just before sending the message, either send or don't send the message.
In this case, we choose to "don't send" the message if "Customer placed new order".
(4) Configure Message
Set the message sending delay according to your requirements. For eg., 30 days for a coffee brand.
We've created a default message template that you can use.
Message template body (2 products)
Hey {{1}},
Thank you for your recent purchase at {{2}}. We hope you loved it!
You might be running low on stocks already. You can easily re-order your favourite products in a few clicks.
Product: {{3}}
Link: {{4}}
Product: {{5}}
Link: {{6}}
Get {{7}} if you complete the order in {{8}}.
Happy shopping!
Resolving the variables
For the variables beside Product & Link, DelightChat dynamically fetches the information in the following variables:
- {Product1Name}
- {Product1URL}
- {Product2Name}
- {Product2URL}
Why do we need multiple campaigns?
Because a WhatsApp message template needs to be pre-approved, and we need the appropriate number of Product: {variable} and Link: {variable} text in the template, hence we have to create multiple message templates and corresponding campaigns.
For the campaign targeting orders with just 1 product, in (2) Entry Condition the property "count of unique products order" will be equal to 1. And similarly, the message template should contain the provision for only 1 product & link variable combo.
Example: Message template body (1 products)
Hey {{1}},
Thank you for your recent purchase at {{2}}. We hope you loved it!
You might be running low on stocks already. You can easily re-order your favourite products in a few clicks.
Product: {{3}}
Link: {{4}}
Get {{5}} if you complete the order in {{6}}.
Happy shopping!
As explained earlier, if 90% of orders in your online store contain 5 or less products, ideally you want to set up identical campaigns for upto 4 or 5 products in an order. In Entry Condition, we can choose "Count of unique products order" equal to 1, 2, 3, 4, 5.
And similarly, you want to create 4 to 5 such message templates to go with each campaign.
Analytics & ROI
DelightChat will keep track of analytics for you. In addition to finding exact message analytics, we keep track of which customer placed an order, how many total orders were generated, and their order value.
And should you want to see the individual order IDs and phone numbers, just download the analytics data.
