Cross-sell flow:
It is used to target the customer to show different items related to his/her previous purchase. For example, if someone placed order for A item and then if you want to show B item then Cross-sell flow is there for you.
Up-sell flow:
Upselling is a technique used to encourage customers to purchase a more expensive version of a product, which offers additional or enhanced features. If someone placed order, A item for X price, and you also have expensive A item with more salient features. Then up-sell flow steps in for you.
Why Cross-sell/Up-sell flow in klaviyo is important?
It’s important because it can increase revenue, enhance customer experience, improve customer retention, and provide valuable insights into customer behavior.
Types Based on Triggers:
Placed order Vs Fulfilled Order Cross-Sell Flow:
There are 3 types of cross-sell flows based on triggers that mostly email marketer typically use.
1] Placed Order Based
Further, there are 2 other types of cross-sell flow you can set up based on placed order.
-
Immediate Cross-sell flow:
10-30 min after someone placed order, show them other related products/bestsellers using product feed with some kind of discount like free shipping, discount coupon, giveaway.
In this type, we don’t use any trigger filter.
-
Immediate [Specific] cross-sell flow:
Use trigger filter to show your customer Y item/collection when they purchase X item/collection. For example, let’s say a customer has purchased a new smartphone from YOU. Ensure to suggest them related accessories such as a protective phone case, screen protector, or wireless headphones.
2] Fulfilled Order Based:
3] Segment based cross-sell flow klaviyo:
If you want to target customers immediately after they’ve made a purchase, use the placed order-based cross-sell flow.
If you want to target customers who have already experienced your product, then the fulfilled order-based cross-sell flow is the best option.
Store with Few Products:
If you have a store with a limited number of products, use conditional splits to show customers items based on their previous purchases. For example, if you have 5 products (A, B, C, D, and E), strategize which product to show to which customer.
Store with Various Product Collections:
If you have a store with various product collections, it’s best to use conditional splits for collections rather than individual products [have a look on below screenshot for conditional split under 1st Email heading].
Remember:
If your flow is based on placed order, send the first email 1-2 days after the order has been placed. This is because customers typically receive an email from Shopify immediately after their purchase.
Based on fulfilled order, make sure your they’ll receive 1st email after they have received your product and experienced it for some days.
How to set up cross-sell flow in klaviyo?
>Go to Flow option on left side
>Search Cross Sell flow
> There you will find cross sell flow based on fulfilled order [ One with email only and other with email and SMS ]
So you can use it and customize as per your needs.
Cross-sell flow trigger:
- Fulfilled Order
Flow Filter:
- Fulfilled order zero time since starting this flow.
Below are the screenshots of cross-sell flow you find in klaviyo library:
One with email only and other with email and SMS
PS: Use trigger filters and flow filters for more personalization
Remember: To use SMS in cross-sell flow, you must set it up first and most important, klaviyo offering SMS for some countries
Cross-sell flow based on placed order:
you can also set up cross-sell flow based on place order from scratch
How to set up cross-sell flow from scratch?
>Go to create flow
> create from scratch
> name your flow
> chose metric from left side options as it is metric based flow [ placed order ]
Important: If your connected store is shopify , woocommerce or bigcommerce then chose metric accordingly.
Cross-sell flow trigger:
- Placed order
Filter :
Has not been in the flow in last 30, 45 or X days
PS: Use trigger filter to show your customer Y item/collection if they purchase X item/collection. You can also utilize trigger split for this. [ Read on… ]
1st email:
In this email, thanks ‘them for placing order and show their purchase details like order number, what they purchase and whatever info you love to share with them
After that, suggest them some more interesting products based on their previous purchase [ use product feed for this ] . Like suppose if someone purchase a shirt from your store, and you also have pants and trousers etc in your store – show them pants or trousers to cross-sell.
You can use conditional split for personalization.
2nd Email:
After first email, offer them some discount to convince them to convert 1x customer to 2x. Offer can be in form of X%, $X, Giveaways, free shipping or what suit your brand.
Also create curiosity and urgency in your email.
Again show them recommended products based on their last purchase.
3rd Email:
Remind them their discount and mention it expires in x hours or days.
Cross-sell flow email templates:
>>To get more email templates , click here.
Best Practices for cross-sell flow in klaviyo:
- Email and SMS duo:
If your audience is in one of klaviyo SMS supported countries then don’t miss the chance to use SMS in your cross-sell flow.
- Optimized subject line:
Never underestimate the power of an optimized subject line. Try to use a subject line with 30–40 characters that is optimized for desktop and mobile devices.
- Relevance:
The cross-sell offer should be relevant to the customer’s interests and needs. Use customer data to make informed recommendations based on their past behavior, purchase history, and preferences.
- Incentive:
Consider offering incentives to encourage customers to take advantage of the cross-sell offer. This could include discounts, free shipping. Don’t forget to create urgency.
- Testing:
Continuously test and refine your cross-sell flow to optimize its effectiveness. Use A/B testing to compare different messaging, placement, and incentives to see what works best for your audience.
Subject Line Ideas:
- Don’t forget these must-haves
- Top picks for your collection
- Enhance your purchase with these
- Accessories to match your purchase
- The perfect add-ons for you
- Complete your order with these
- Make it a set with these
- Get the full package with these
- Pair your purchase with these
- Your purchase is not complete without these
- Add more to your cart
- Recommendations for your style
- Complement your purchase with these
- A perfect match for you
- Complete your outfit with these
- Upgrade your purchase with these
- Don’t miss out on these
- Recommended products for you
- Maximize your shopping experience with these
- Elevate your look with these
FAQs:
→What is a cross-sell flow?
Answer: Selling a customer a different product based on their previous purchase.
→What is cross-sell flow trigger?
Answer: You can use placed order or fulfilled order as a trigger for cross-sell flow.
→What is the benefit of cross-selling?
Answer: It can increase revenue, enhance customer experience, improve customer retention, and provide valuable insights into customer behavior.
→Difference between cross-selling and up-selling?
→Can I use Klaviyo’s segmentation and personalization features to create more targeted cross-sell or up-sell offers?
Answer: Yes, Klaviyo’s segmentation and personalization features allow you to create highly targeted and relevant cross-sell or up-sell offers based on customer behavior, preferences, and purchase history.
→What are some common mistakes to avoid when creating cross-sell or up-sell flows in Klaviyo?
Answer: Common mistakes include sending too many offers, not making offers relevant or personalized, being too pushy or aggressive, and not monitoring performance and adjusting over time.
→Can we set up segment based cross-sell flow?
Answer: Yes, first have to make segment and then set cross-sell flow up.
PS: Wanna uplift your email marketing game? email us at info@alixemail.com
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