Tracking & Follow-Up Automation
If you’re shipping products, not only do you have to track your packages, but you also have to track your customer throughout their session in order to increase your conversion rates and optimize user experience. For example, in Targeted Advertising (more about this in a lesson in the future) you track your visitors through a sales funnel, taking notes of the actions that they take in order to optimize your funnel for performace, performing Split Tests* as necessary.
Tracking is about more than just placing a tag on something so that you can find it. It’s about not losing control over those systems. Unless you’re giving away free Nikes, you have you use your analytics 🧠 and not just your intuition to make sales. Your store is a system, not a social experiment.
* What is a "Split Test"?
A split test is a way of testing two different versions of a system or interface to gather analytics and determine a “winner”. Typically, the test with the lower bounce rate, or the higher CTR, is the winner.
In order to follow along with the examples in this lesson, you will need to create a Klaviyo account (if you haven’t already). Visit https://klaviyo.com.
You will also need:
You will be installing:
Similar to how Workflows operate in ImgFunnels, we will be using “Flows” in Klaviyo to create an Abandoned Cart automation. While you can create these automations in ImgFunnels for single-page checkouts, in this lesson we will be focusing on larger online stores that use WooCommerce.
If you’re using WordPress, you can simply install Klaviyo as a plug-in. You can do this by navigating to Plugins > Add New and searching for “Klaviyo”.
Follow the instructions to help you get started with tracking and follow-up automation for e-commerce. Connect your Klaviyo account to WooCommerce.
If you integrated WooCommerce successfully, you will see this screen.
Tip: In the next section, you will see that Klaviyo automatically creates the default Flows for your shop whenever you integrate WooCommerce.
Example: Abandoned Cart
Once you have Klaviyo installed, it’s time to set up an Abandoned Cart Flow. Let’s start by navigating to Flows in your Klaviyo Dashboard. Click on “Abandoned Cart”.
✅ Click “Review and Turn On”.
✅ Make sure that all of your Actions are set to “Live”.
Since this is a template, let’s go through this Flow to make sure that we understand what is happening here. First, we wait for 4 hours after a customer has started a checkout. Then, we send an email with the Subject Line, “It looks like you left somethign behind…”.
Click the Menu Icon at the top right of the Abandoned Cart Email 1 card and then click Edit. You will now find yourself in the Email Content Editor. This is where you will set the Subject Line, Preview Text, Sender’s Name, and From Email Address. At the top right of the Flow Content area, click “Edit Email” and you will find yourself in the Email Template Editor.
Here you can customize your email template to your liking. Once you’re finished, click Save and Exit, and then Done. Back in the Flow Editor, you will notice that we wait for another 20 hours after the inital Abandoned Cart Email is sent and then we send another email letting the customer know that their cart is about to expire.
You’ve just set up an Abandoned Cart Flow.
Tip: A template is any type of document that contains “placeholders”. In this case, we are automatically generating an Abandoned Cart Email by listing the items in the customer’s cart when they abandon a checkout. This is done by looping over the line items in their cart using Dynamic Data.
Tip: Klaviyo also offers SMS automations.
WP Fusion is a WordPress plug-in that presents an easy way to integrate your WordPress site with IMG Funnels! You can easily integrate forms and view pages as though you’re a visitor, detect changes in behavior, and bring your audience closer to your CRM.
Digital and Virtual Products in WooCommerce are automatically marked as “Fulfilled” upon delivery. After you’ve given your customer some time to use the product, it’s time to send a Review Request. However, if you are shipping physical products, it’s up to you to mark the order as Fulfilled from your WooCommerce Dashboard.
Here, we need to implement a form of tracking. Specifically, if you are drop-shipping or using an affiliate program that ships physical products, you need to get the shipment tracking codes from the fulfillment service and send those to your customers!
This way, when a customer receives their product, both you and your customer know that the order was delivered and you can mark your order as “Fulfilled”. And again, after you’ve given your customer some time to use the product, it’s time to send a Review Request. In Klaviyo, this is already done for you. You just have to mark the Order as “Fulfilled” and use the pre-built Product Review / Cross Sell Flow to automatically give the customer 4 days to try their product before sending a Review Request.
Never forget that you have tons of competitors out there that are trying to tarnish your reputation and it can be difficult to have false reviews removed from the internet. You need to remember to ask for Reviews from your customers when an order is fulfilled. You have to drown out the bad reviews with good reviews, and you have to listen to your customers.
After all, if you’ve spent the time to track the customer through a session, you should do your best to follow up and ensure that they are happy with their products.
Tip: Bear in mind that it’s not free, but if you would like to automate the order fulfillment process in WooCommerce, you can purchase the WooCommerce Order Status Control Plug-In to have your orders automatically marked as “Fulfilled”.