How to Use Order Delivered SMS Automations for Great Customer Care
With the Yotpo SMSBump Customer Care automations you can send different text messages to keep your customers engaged with your brand. These could be:
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New order confirmation: an automation to let them know they’ve successfully placed their order and it has been processed
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Shipping confirmation: to let them know their order was shipped
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Order delivered feedback: an automation set up to be released after customers have received their order so they could give their feedback on it
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Cash on delivery: an order confirmation automation sent to customers who have specified the cash on delivery payment method
Today we are going to focus on the Order Delivered Feedback automation as being one of the best ways to both get customer feedback and make them feel valued for choosing your brand.
Stay onboard to see how to set up the automation that will bring satisfaction to your customers and will increase customer lifetime value for your Shopify store.
Order Delivered Feedback Automation Setup
First thing we want to emphasise before we proceed is that the order delivered feedback automated text messages are sent out whenever Yotpo SMSBump receives the order delivered confirmation from Shopify.
Once the order was delivered, the app will either send out the SMS right-away, or at a specific time you’ve configured.
Step 1. Go to Automations in your SMSBump side menu and hit Create new automation.
Step 2. Use the SMS Automation Name field to give your automation a unique name so you can track results easily. We will call ours “Enjoying your order?”.
Step 3. From the Automation type dropdown menu select Order Delivered Feedback as your event, found under the Customer care event type.
Step 4. Next up is choosing your recipient. With some automations you can choose between Admin or Customer, but with the Order Delivered Feedback automation your recipient is set to Customer as this is who you want to target with this SMS, and it is not amendable.
Step 5. The next important step of setting up your automation is to specify the time you wish your customers to receive the Order Delivered Feedback SMS.
You can choose to:
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Keep the Delay setting disabled: the automated SMS will be sent as soon as we receive confirmation from Shopify that the order has been successfully delivered.
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Enable the Delay setting (Recommended): specify the exact time you wish your customers to receive the automated text message. If you set up your delay to be 3 days e.g., your Order Delivered Feedback will be sent out three days after we’ve received an order confirmation from Shopify.
Step 6. Let’s assume you’ve selected to enable the Delay option. Now you can specify exactly when you want your SMS to be sent out. Do this under Message Timing.
Keep in mind that the minimum delay you can set up is 5 minutes, whereas the maximum is 7 days.
Automated Message Content (SMS and MMS)
Step 7. Images make messages stronger and strike better engagement rates. With SMSBump Shopify merchants can text US-based customers awesome text messages, complemented by:
Simply select the Attach image or GIF (US recipients only) box and choose the type of visual you want to include. Turn your text message into an even more powerful MMS with just a couple of clicks!
Bonus info: Including images increases the character count to 1600 per text, however, we advise you to keep your MMS short and simple. Customers respond better to shorter and catchy text messages.
Step 8. Time to put your text message together. We’ve suggested a template of an Order Delivered Feedback automated SMS that you can change as much as you need to best represent your brand. The Text field is where you configure the content of your text message.
To make it even easier, we’ve provided you with an array of available short codes that catch dynamic customer information straight from Shopify, such as:
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{ShippingFirstName}: this is the name your customer specified when inputting the shipping information upon checkout, which might differ from the Billing name
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{ShippingAddress}: the address which your customer inputted as the address where they want to receive their order
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{TrackingNumber}: the order’s tracking number
You also have a lot more shortcodes to use for your text message, but these are the most popular for this specific SMS automation.
Important: Only use the codes made available for the particular automation. Don’t copy and paste short codes from one automation to the other, as they will not work. If by any chance you’ve inputted an unavailable short code, you will not be allowed to save your automation and proceed to sending it.
Step 9. Use the new Strength Meter to guide your way to the perfect SMS/MMS. It comes with 8 predefined tips to help you craft the most powerful text message.
Promote Brand Recognition
Start with {SiteName} for quicker identification and to promote brand awareness and use your customer’s {BillingFirstName} to add a personalized touch. Do this by simply selecting the relevant shortcodes.
Add an Incentive
Add a discount to give your customers an incentive to share their feedback with you. Tick the Add discount checkbox and a pop-up will have you configure if you want to offer a:
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Same discount for all clients - needs to be created from Shopify
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Unique code per client, which could be:
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Fixed amount - Enter a specific amount you’d like to give to your SMS recipients as a discount. For example, to give $10 OFF simply enter “10” in the Discount value field.
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Percentage - Select percentage discount and enter the Discount value to create a discount that will deduct a percentage off the total purchase cost in your recipient’s checkout.
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Free shipping - when selecting this, you can choose whether the discount will be applicable to all countries, just the country of your store or the rest of the world, not including your store’s country
Refer to this knowledge-base article for more detailed instructions on how to add discounts to your automations and text messages.
Add a branded URL
These links could advertise your entire website, or specific sections of it such as your homepage, product page, collection page, or a landing page. To add a branded URL, either select the {SiteURL} short code or embed your discount code in a link, leading to your homepage or a specific collection:
Follow Link Protocol
If you want to manually input a link, make sure to always start your links with https://, not www. as some browsers do not recognize links starting with www. This also provides for link credibility.
Include images or GIFs to increase click-through rates
We already covered how important attractive visuals are but just note that this option is currently available only for US recipients.
Keep an eye out for special characters and track your word count
Make sure you don’t overspend by keeping a close eye on the word count calculator, located right underneath the text field. Note that:
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Standard SMS messages are 160 characters.
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Special characters decrease the word limit to 70.
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Attached images or GIFs (U.S only) messages are a maximum of 1600 characters.
Always Add an Opt-out Option
This is a MUST in order to be TCPA and CTIA compliant. Simply tick the Add STOP to opt out checkbox and the opt-out verbiage will show up in your text field. We recommend you place it at the end of your SMS so it doesn’t break the flow of your text.
Step 10. Finally, you will be asked to configure the opt-out option for non-US/Canada recipients, as unlike US and Canada-based customers, others cannot unsubscribe by texting the “STOP” keyword.
We recommend that you accept the changes, which will add 12 symbols to your text messages sent outside of Canada and the U.S. but will also ensure that you follow the GDPR regulations.
Once you accept the changes, your automation will be active and will show in the list with all of your other automations. In our case, it isn’t showing any results yet as we set up a delay of three days.
From here you can Edit your automation, change its status, view its progress via our Analytics, or Delete it.
