Building Post Purchase Journeys On WhatsApp That Bring Customers Back

Most businesses focus their energy on getting the first sale. After the payment is done, communication slows down or stops completely. This is a missed opportunity, because the easiest customer to sell to is the one who already bought from you.

1. Start With A Strong Thank You And Confirmation

Right after purchase or booking, send an automated message that:

• Thanks the customer sincerely.
• Confirms key details like date, time, or order summary.
• Sets clear expectations about what happens next.

2. Share Helpful, Non Sales Content First

Instead of immediately pushing another offer, share content that helps the customer use what they just bought:

• How to prepare for an appointment or stay.
• Usage tips for a product.
• Frequently asked questions for new customers.

This builds trust and positions your brand as a partner, not just a seller.

3. Ask For Feedback At The Right Time

Once the service has been delivered or the product used for a while, trigger a feedback flow. Keep it short:

• Simple rating for the experience.
• One open question for comments.

Positive feedback can be used as testimonials. Negative feedback is a chance to recover the relationship.

4. Segment Customers Based On Experience And Value

Use automation to tag customers based on:

• Feedback score.
• Order value.
• Products or services purchased.

This segmentation allows you to send highly relevant future offers instead of one generic blast.

5. Introduce Relevant Cross Sells And Upsells

After some time has passed, and only if the customer has had a decent experience, send a carefully timed message with a related offer. For example:

• Hotel can offer room upgrade or late checkout.
• Clinic can offer follow up checkups.
• Real estate company can offer related services such as documentation support.

6. Use Reminders To Bring Customers Back

If your business has natural repeat cycles, use WhatsApp reminders instead of expecting customers to remember. Examples:

• Annual health check reminders.
• Maintenance visits for products.
• Seasonal travel promotions.

7. Keep Opt Out And Respect Clear

Always respect user preferences. Provide an easy way to stop promotional messages. This builds long term trust and protects your WhatsApp quality rating.

Make Every Customer A Repeat Customer

A well designed post purchase journey on WhatsApp feels personal, relevant, and helpful. With a platform like Adsvent, you can design these flows once and let them work in the background every day.