Let's talk about the online order process.
When an online order is placed, we've built several automations to help us make the process as smooth as possible.
Let's look at the process flow:
- Customer places an online order.
- The following actions occur simultaneously:
- Email is sent to team@leapinlizardlabels.com notifying the team of the order
- Via the HubSpot integration, a new contact is created in HubSpot through Shopify
- The contact is marked as a current customer
- The contact is marked as an online order customer
- A deal is created in the Sales Pipeline with the dollar amount of the Shopify order, marked as "Online Order" and moved to Closed - Won
- The Closed - Won deal creates a ticket in the Design Queue and sets it as "Waiting to be Assigned"
- A notification is sent to CSRs to assign the online order to a designer
- The customer receives a confirmation email of their online order direct from Shopify
- The customer is enrolled in the Online Order Post-Purchase Workflow:
- Once the order is marked as "Delivered" in Shopify via their tracking system, a two day delay starts.
- An email is sent to the customer asking them how their order experience was on a scale of 1 to 10.
- Scores below 7 trigger an immediate follow-up action from CSRs to call the customer
- Scores of 7-8 trigger an email to the customer 24 hours later thanking them for their survey response, asking how we can do better in the future.
- Scores of 9-10 trigger a thank you email from Todd to the customer24 hours later.
- 7 Days after their order is delivered, if the customer selected a 7 or above, an email is sent from CSR asking how everything is going.
- 30 days after their order is delivered, a restocking email is sent to the customer asking if they need to reorder their labels. If they ordered banners, floor decals, or window clings, they're emailed asking if they need to order labels or stickers.