Targeted Upsell Flows

Targeted Upsell allows you to offer a customized upsell experience to your customers that includes a target product, specialized discounts, and optimizing these incentives using conditional or A/B testing.

This guide provides an overview of the Targeted Upsell Flow, how to configure the Targeted Upsell template, and common questions.

Before you start

• Flows are available to merchants on the Pro or Custom plans.
• Schedule a set-up call with Recharge to get started with Flows, or contact your Account Manager directly. 
  • You can upgrade to Recharge Pro if you are on the Standard plan and would like to use Recharge Flows. Set up an upgrade call with Recharge to discuss the Recharge Pro plan and its benefits. 
• Upsell offers follow inventory rules configured in Recharge. 
• Two flows cannot be triggered at the same time. For example, if a Targeted Upsell and Surprise and Delight flow are triggered on order number 3, the most recently created Flow triggers.
• An upsold product is added as a one-time product and can be removed/modified like any regular one-time product.
• Targeted Upsell Flows that offer fixed-amount discounts will not run for multi-currency customers if the currency setting to convert fixed-price discounts to the customer's currency is disabled. If the setting is enabled, flows that offer fixed discounts will run for all customers and addresses. Multi-currency customers will auto-convert the discount amount to the customer's currency.

Targeted Upsell overview

Targeted Upsell helps you to provide discounted products for your customers. Product offers at the right time increase the Average Order Value (AOV) for your store and can improve retention. Customers receive an email notification that communicates they received an offer. They can then click a link within this notification to accept the offer in the customer portal. A/B test your offers to determine those that are most effective and select specific products or collections to incentivize your customers.

A Flow is triggered on a completed charge. If this charge fits the criteria set up in the trigger filters, the customer will enter the flow and move to the next step in the flow. For Targeted Upsell flows, the upsell incentive offer is added to the customer’s account and the notification is sent to the customer.

Triggers

There are currently two Triggers available, order processed number and streak order number. Both order processed number and streak order number refer to the number of orders a customer has made across all of their subscriptions. The difference is in how customers who have canceled and reactivated are treated by the flow.

If at any point one or more of a customer's subscriptions are canceled by either the customer or an admin, even if the customer has other active subscriptions, their streak order number will reset at 1 with the next fulfilled recurring order, but their order processed number will not reset.

Use order processed number for Flows that refer to a customer's entire history with your store, or streak order number to reflect their current and continuous journey.

While either order count will usually reflect subscription orders only, in rare situations there may be slight discrepancies. For example, a one-time purchase could also count towards the order count if the customer originally added it to a subscription order, but then rescheduled the one-time purchase to a different delivery date.

Order processed number examples

The following table covers scenarios for how an upsell is offered depending on the order processed number set. 

Upsell landing page

If a customer has an active upsell offer, they will see your upsell offer landing page initially when accessing the customer portal (from a direct link in their email or when logging into the portal). Customers can either accept the offer or decline, and proceed to their portal.

Video tutorial

Want to learn more? Review the video below for a detailed overview of the Targeted Upsell flow and its functionality: 

Configure Targeted Upsell

To create a Targeted Upsell Flow:

Step 1 - Create your flow

1. Click Flows in your merchant portal. 
2. Click the Create New dropdown and choose one of the available Flow types. Update the name of the Flow by clicking the pencil icon next to the title. 
   
3. Click Get started!
4. Choose the Trigger and add conditions based on customer, order, and product data. The flow will start when these conditions are met. You can also create custom customer segments.
   

Step 2 - Build your flow

Get started building the flow itself after setting up your flow configuration. Use the available flow action nodes to build the flow to your specifications. The standard Targeted Upsell template is available by default to get you started, in the typical sequential order.

You can add additional Flow nodes, such as an A/B test node, or conditional split node. After adding these nodes to your flow, you can then add additional nodes to further segment your customers. See Flow nodes for additional details.

1. Click Configure to choose your upsell offer.
   
2. Click Add product and select a product to add a discount to. Click Apply once you've selected the product. Then, you can specify the discount amount. 
3. Select Customize experience to navigate to the Site Builder.
4. Customize the landing page contents and preview the landing page on a desktop or mobile device. Add additional content with an HTML block by clicking Add a block. Click Done once your changes are complete.
5. Configure the notification for this Flow and click Apply.  
   • You can delete the notifications node by clicking the trash icon and confirming deletion by clicking Yes. 
6. Confirm that your flow is configured correctly before saving and activating the flow. You can click on the vertical line menu included on a node to delete the node, or drag and drop additional nodes into the flow.

Step 3 - Save and activate the flow

1. Click Save to save changes and once you’re ready to use the Flow, click Activate Flow.
2. Select Save & activate.
3. Perform a test flow.

You can deactivate a flow at any time, but a flow cannot be edited once activated.

Site Builder

The Site Builder is an easy-to-use, robust page editor where you can edit the look and feel of the upsell experience. With the Site Builder you can edit the text displayed on each upsell page, customize the style of your pages, and add custom HTML blocks where you can embed custom content such as video messages or gifs. 

To access the Site Builder: 

1. Navigate to Flows in your Recharge merchant portal. 
2. Create a new Targeted Upsell Flow or click into an existing flow. 
3. In the Upsell Offer node, select Customize experience to navigate to the Site Builder. 

Page blocks 

Page blocks allow you to make edits to specific areas of your page. By clicking on a page block (ie. Upsell offer), you can edit the content text and style to fit your brand. Additionally, you can click Add a block to add a custom HTML block. Drag and drop page blocks to display content in the order you want. 

Switch between pages

Switch between the pages you want to customize by using the dropdown at the top of the Site Builder. 

Global styles

Click on Edit global styles, colors, and layout at the bottom left of the Site Builder to edit the global styles of your pages. Global styles will apply to all Flows. 

Save your changes

After you've made changes using the Site Builder, you must save your Flow for the changes to take effect. To save your landing page: 

1. In the Site Builder, click Done.
   
2. The Site Builder will close, then click Apply in the Upsell Offer node.
   
3. On your Flow canvas, Save your Flow. 
   

Perform a test flow

Test your Targeted Upsell flow to ensure the flow functions as per your expectations. When you perform a test you can force a customer through a flow, as the initial trigger criteria are ignored, allowing you to evaluate the customer experience before activating the flow. 

Test your flows in two locations. 

Option 1 

1. Click Flows in the merchant portal.
2. In the Your flows section, click the kebab icon and select Test Flow
   
3. Search for the target customer using the customer's email or customer ID. Select the customer and then select Run Flow. The email notification configured in the template is sent at this time, assuming the customer has opted into marketing emails.
   
4. Click View results to navigate to the customer details page to review the results of the test. 

Option 2

1. Click Flows in the merchant portal.
2. Select an existing flow or create a new flow to access the canvas. 
3. Click the kebab icon and select Test Flow. 
   
4. Search for the target customer using the customer's email or customer ID. Select the customer and then select Run Flow. The email notification configured in the template is sent at this time, assuming the customer has opted into marketing emails.
   
5. Click View results to navigate to the customer details page to review the results of the test. 

You can also test the experience from the customer's perspective:

• Check your email to preview the email notification that is sent if you're using an email address that accepts promotional marketing
• View the customer's customer portal to confirm how the promoted product is displayed to customers

Operational analytics

Operational analytics allow you to review in-line metrics such as the number of customers who entered by the trigger conditions, number of emails sent, Average Order Value (AOV), and more. 

Complete results of a Flow do not display until all of the customers that enter the flow have their next charge processed or cancel their next charge. Metric results are delayed until the charge processes if a customer delays their charge. For example, metric results are delayed until the next charge processes in a month if the subscription frequency is monthly. 

To access Flow metrics: 

1. Click Flows in the merchant portal and select the relevant Flow. 
2. Click the bar graph icon at the top of the Flow.
   
3. Review the metrics for each section displayed under the card.
   

The following metrics appear on the Upsell Offer:

• Claimed: The customer claimed the upsell offer.
• Declined: The customer declined the offer.
• Pending: The customer has not accepted or declined the offer, and it is still active on their account. 
• Expired: The customer did not accept or decline the offer, and the upsell offer is no longer active on their account. This happens if the customer enters another flow that overwrites the current offer with a new offer. 

Limitations

There are some limitations to consider when using Targeted Upsell:

• You must use a single targeted order number for a Flow, though you can create multiple Flows to target multiple order numbers. 
• Targeted upsell is compatible with the Affinity, Novum, and Prima customer portal themes. Theme Engine and custom customer portal themes are not compatible. 
• Prepaid subscription order number is based on the actual prepaid charge not the free prepaid orders. The upsell offer is added to the next charge. 
• You can incorporate free gifts into Bundles, though you cannot use customizable bundles as the free gift. Instead, you can designate preset bundles as the free gift.
• You cannot use dynamic bundles as a trigger filter when configuring your Flow. 
• After accepting the upsell offer, customers cannot remove or manage it separately from the order. Only an admin can perform these actions. 
• Upsell offers do not appear in RechargeSMS. 
• The Theme Engine and custom customer portals are not supported with Surprise and Delight Flows. 

FAQs

Can you upsell a product immediately after checkout on the Thank you Page?

No. Target Upsell in Flows is currently capable of targeted order on and after the first recurring order. Product & Engineering are exploring a post purchase upsell available after checkout through other methodologies that may be included in Flows in the future.