Post Purchase Series

Guide customers through product how-tos or other useful information after they make a purchase.
Use this template
Post Purchase Series Flow Diagram

What is a Post Purchase Onboarding flow?

🥳 Hooray! Your customer made their first purchase. Now what?

Give them a warm welcome to your community with a strong post purchase series. If there are any best practices, account setup requirements, or important tips to get started, this sequence should cover them.

The post purchase series is a fundamental one—it ensures your customers have a seamless onboarding experience and establishes a foundation for long-term loyalty. If executed correctly, it can turn a first-time customer into a lifelong fan (and lifelong fans = increased retention and brand affinity). It can also activate levers like cross-selling and upselling to increase customer lifetime value.

Setting up your flow

The post purchase series is for new customers. It is triggered after a buyer makes their first purchase, with the goal of nurturing, engaging, and adequately preparing them for their experience with your brand or product.

The sequence generally includes 5-7 emails. Of course, this number can vary depending on the length of your product's lifecycle and the unique needs of your customers.

Below, you’ll find a few key topics to cover in your sequence:

  • Order confirmation / thank you for your purchase
  • Product tips or instructions on how to use
  • Dedicated email to join your community (e.g. CTA to follow on social)
  • Cross-sell or upsell (e.g. save 20% when you upgrade to annual billing)
  • Write a review or share feedback

We recommend waiting 2-3 days between each email send, with a longer delay (7-10 days) before asking for a review or feedback.

For a longer series, here are some additional topics to consider:

  • 1:1 consultation
  • Referral or loyalty program invite
  • Sign up for additional newsletters (e.g. product updates or new releases)
  • Education (e.g. whitepapers or guides)
  • Finish setting up your account

Conclusion

The post purchase sequence is critical to ensuring your customers have a smooth onboarding  and are prepared for their experience with your brand. By covering key product tips and providing valuable information, you can increase customer loyalty, retention, and lifetime value.

Collaborate on this lifecycle flow in Plot
Duplicate this template and customize it for your brand.
Use this template

Explore other templates