1What should a post-purchase journey include?
Send confirmation email/SMS, a branded thank-you page, and a series explaining product usage, shipping expectations, and support channels. Use Klaviyo flows triggered by order tags. Include a one-click reorder or subscription invite.
Add a “support concierge” link so buyers feel taken care of before issues arise.
2How do you collect feedback and reviews automatically?
Schedule surveys 5–7 days after delivery using Typeform or Fairing integrated with Klaviyo. Pipe negative feedback to support teams for fast resolution; route positive responses to review automation.
Tag responses by theme (shipping, product quality) for product ops insights.
3How do you trigger repeat purchases?
Use product lifecycle data to send replenishment reminders, bundle offers, or loyalty rewards. Trigger automations when predicted inventory is low for the customer. Offer SMS quick-reorder links that prefill carts.
Test sequential upsells: accessory suggestions first, subscription upgrade second.
4How do you coordinate support and retention teams?
Push order data into Zendesk/Help Scout with tags for VIP, first purchase, or high-risk categories. Automate proactive outreach when orders are delayed. Share dashboards showing ticket volume post-purchase to align marketing and CX.
Use Slack alerts when NPS drops below thresholds so teams swarm issues quickly.
5How do you measure retention automation success?
Track repeat purchase rate, time-to-second-order, NPS, and referral creation. Attribute revenue to automation flows via UTMs or Klaviyo’s revenue reporting. Present results monthly with action items.
Run holdout tests: exclude 10% from certain automations to quantify incremental lift.