How to Create an Upsell
1. Decide what you want to upsell. For this example, lets say that you want to upsell mulch to your customers.
2. Create a tag under Resources > Tags. Here you can create a tag called Mulch Upsell
3. Create an email link under Resources > Email Links. Here you can enter in your email link information and attach the "Mulch Upsell" tag to this email link.
4. Create your email/text template that you want your customers to receive when an employee sends the upsell. If you chose email, you can add this email link to the template. If you are going the route of SMS text, you can put in your message to have the customer respond with an easily identifiable word like "ACCEPT" or "MULCH".
Responding with a word like "ACCEPT" or "MULCH" doesn't automatically do anything in the software, but allows you to easily skim through your SMS replies to know when a customer wants to accept that upsell.
5. Go to Marketing > Upsells and create your new upsell! You can assign your email/text template to it, activate it, and let the upsells begin!
How Upsells Work with Real World Context
1) Employee finds an Upsell opportunity
On the job, an employee notices a service they think the customer would like such as mulching while performing a lawn mowing visit. This is an opportunity for them to upsell to your customers.
2) Employee upsells
The employee goes into the visit popup, clicks on "Up-sell", chooses the premade upsell they want to send to the customer, and selects "Select Up-sell".
The employee will then see a popup that reads "Do you want to send a recommendation for (selected upsell)" with the choice to either Cancel or Send:
3) Customer gets notified
The customer receives either an email or a text about the upsell. This can be set on a per-upsell basis. You can select it to only email, only text, or send both if you want to make sure your customer sees it.
4) Customer Accepts or Declines
The customer either wants to include the upsell and accepts or is not interested and declines the upsell.
In order for a customer to "Accept" an email upsell, they can click the email link in the email, or they can reply manually letting you know that they're interested.
SMS
In order for a customer to "Accept" an SMS upsell, they can reply manually letting you know that they're interested.
Declining an Upsell
If a customer doesn't want the upsell, they can either ignore it or manually reply that they are not interested.
5) Action of choice
If the upsell is accepted via email link, the customer will receive a tag on their account. If the upsell is declined, nothing happens and their account is not tagged.
Optional: Automation Capabilities
Since all that an upsell does is add a tag to a customer profile, you can set up an automation to look for that specific tag being added, and then perform an action of your choice.
For example, you could set up a Sequence Automation to look for a "Mulch Upsell Accepted" tag to be added on a customer's profile, and then set the action to email the company owner using a template to let them know that a customer has accepted an upsell.
By pairing upsells with automations, you can streamline communication flows to ensure that you nurture this lead effortlessly.