https://sierramadreresearch.zendesk.com/hc/en-us/articles/4412999983643-Sales-Opportunity-Upsell-Cross-Sell-Selling-through-Fulfilled-Kickstarter-Orders
Go to Shopify Admin page: https://sierra-madre-research.myshopify.com/admin
Click Orders.
Click the Abandoned Checkouts.
Select a customer to check the items left in the cart.
Copy the email address to be checked in Zendesk.
Search the email address in Zendesk. If one of the support agents is already reaching out to the customer, do not send an email. If there is no record yet, send the Abandoned Cart (Puffle/Ember) Macro.
Look for a better deal to entice the customer in proceeding with the purchase.
Copy the sales page URL and paste it to your Referral Marketing Tools to generate your referral link.
Attach the links to your email and advise the customer about the ongoing sale and the savings that he/she can get.
Make it easy for the customer by providing the links.
Place a note in the customer’s draft order that an email has been sent to the customer. This will help the next support agent to identify the customer to reach out to.
Successful Referrals from Abandoned Checkouts.
Sample #1
Sample #2
Zendesk: https://sierramadreresearch.zendesk.com/agent/dashboard
Product inquiry is a great way to have a referral sale.
Sample inquiry 1:
The keyword here is “available”. It’s an indication that the customer is interested to purchase the product.
Offer assistance to place the order. This is to ensure that the customer will be able to purchase the items that he is looking for. This is also an opportunity to upsell.
Offer call back to the customer. In this way, you can easily address other questions that the customer might have in mind.
Answer all queries and close the sale.
Sample inquiry #2
Keyword: “can’t decide”
Provide the needed information and offer your discount code.
Sample Sale:
Upselling by asking for feedback through Fulfilled Kickstarter Orders.
Step 1 - Access the KS & IG Backlog
Step 2 - Select the names assigned to you with fulfilled orders highlighted in green.
Step 3 - Utilize Zendesk, and send an email to the selected customer and obtain feedback about their product experience.
Note: Apart from improving our products through feedback, this will also create communication and lead them to purchase more.
Step 4 - The response made by the customer opened a conversation which is our best opportunity to help and promote selling.
Step 5 - Proactively offer more options and assistance. Make it easy for the customer.
Step 6 - Time to shine and close the sale.
Step 7 - Place the order via Shopify for the customer and add your dedicated discount code.
Step 8 - Reap what you sow. You’ll receive a confirmation via Zendesk.
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