In the NextGen platform, you can use Journey Hub to create a triggered email Replenishment campaign. These campaigns target customers who previously purchased a consumable product that is about to run out, which is a great way to increase the lifetime value of your customers.
The Replenishment Solution requires an initial set up with Listrak's onboarding team. Contact your account manager for more details.
Initial Setup
Accessing Journey Hub
Ensure the correct organization and domain are selected in the sidebar.
Navigate to Automation > Journey Hub Journeys.
Click the New Journey button.
Then click the Start From Scratch button.
Select the Replenishment event. This can be found in the Replenishment category.
Give your journey a name.
Configuring the Entry Event
Choose the Entry Window (required) - the time the contact will flow through the journey.
Start on the replenishment date
Start before the replenishment
Enter how many days before the replenishment date the contact will be eligible to flow through the journey.
📌 For example: The configuration is set to 7 days earlier. Product 1 is replenishable on Jan. 8th the contact will flow through the journey on Jan 1st.
Set the Out of Stock Products Window (required) - The length of time the contact will be held until the replenishable product(s) back in stock. If the product is still out of stock after duration, the contact will skip this journey.
Stop daily checks after X days
📌 For example: Today is Jan. 1st, the configuration is set to stop daily checks after 14 days. Product 1 is currently out of stock, however on Jan. 12th the product is back in stock. The contact will receive a message on Jan. 12th.
Group Products (optional) - This provides an option to either group products together in the same message if a contact has multiple products due for replenishment around the same time or send individual messages.
💡Grouping will pull replenishable products into the journey based on the earliest replenishment date. If two products are grouped, the one with the earliest scheduled replenishment will determine when they enter the journey. Choose to:
Group all products
Enter the range in days the determines eligibility for products to be grouped together.
📌 For example: Contact enters the journey on Jan. 1st, the configuration is set to within the following 7 days. Product 1 is replenishable on Jan. 3rd, Product 2 is replenishable on Jan. 6th, and Product 3 is replenishable on Jan. 16th. The message will only contain Product 1 and Product 2.
Send messages individually
Set any re-entry rules (Optional)
These rules prevent contacts who are eligible (in this case purchased products that are replenishable) from entering a journey if they previously entered during the configured timeframe.
Set entry prevention rules (Optional)
This is used to stop contacts from entering the journey if they are in another journey, their email address or phone number matches specific criteria, or they are in a defined segment.
💡 Use the email option to stop internal contacts in your organization from receiving an email.
How Customers Flow Through a Replenishment Journey
Listrak receives information about purchases that occurred on your site from your ecommerce integration or from files you import into Listrak. Customers are eligible to enter the journey based on if the product(s) the customer has purchased are a part of the replenishment product file feed.
Adjust the Exit Event
The exit events allow a contact to be removed from the journey message flow when they meet a specific condition or take an action.
Click on the step on the canvas to edit the properties.
Select the desired entry type. If needed, select the domain associated with the journey.
Add additional events, as needed.
💡 Helpful Tips:
Auto exit criteria is built into Replenishment journeys so that when the Replenishable product is purchased, the contact is immediately removed from the journey.
If grouping is enabled, the contact will be removed from the journey if any of the grouped replenishment products are purchased.
The system will check for replenishable products once daily (between 10-11 am ET).
The journey will automatically remove contacts if a replenishable product was purchased.
Adding Content to the Journey
Once the entry and exit events have been set, you can then customize the content of the journey flows.
Actions
Coupons: Include coupons in the message to incentivize a customer to leave a review.
Exit: Use the exit action to stop contacts in a specific path from continuing through the journey in a specific path.
Webhook: A webhook can be configured to send information to a third-party system such as sending information to a system that manages your catalogs. Learn more about setting up a webhook.
Data Management: This action is used to subscribe or unsubscribe a contact from a list or lists when they reach the action. The step can also add or update information in a contact's profile. Profile data can then be used to personalize a message or send contacts down different paths in a flow.
Wait Step
Use wait steps to pause a contact before they receive additional messages.
Channels
The channels represent the messaging channels through which a contact can be reached from within the journey. A journey path may contain a single or multiple channel steps.
When a contact reaches a channel step, the system will check to ensure the contact is subscribed to the list or short code selected in the step. If a contact is not opted-in, the channel step will be skipped and contacts will continue through the journey.
⚠️ All channel messages can be sent from this journey, however the product display feature is ONLY supported in the Email channel.
Displaying Dynamic Product Information
Handlebars templating language is used to format and display dynamic product information within the message creative. Handlebars can display information about the items being reviewed, such as title, as well as used in formatting the layout of the products. For questions regarding the usage of Handlebars please contact your Account Manager.
Message Delivery Settings
When configuring the channel step in the properties panel, you can turn on the message delivery settings toggle. Enabling this setting allows you to limit the time range for when a message is sent. If a contact reaches the step outside of the time range they will pause their progress until they reach the timeframe the following day and then receive the message.
You can also enable Time Zone Optimization to adjust the time to a customer's location based on their IP address, if sending an email message, or the area code, for an SMS message.
Decision Splits
Most decision splits can be placed anywhere in the journey to customize a customer's experience as they progress through the journey. Below are a few of the strategic ways decision splits can be used in a Post Purchase Journey. Once you have determined the strategy you would like to customize, learn more about configuring your decision splits.
💡 Use the multi-path option to create a fully customized experience for different groups of purchasers.
✉️ Engagement Split: This split can change a customer's path if they have engaged with a previous channel. Use this type of split to send additional messages to those who have shown interest or try to engage a customer in a different channel if they have not engaged.
📦 Purchase History Split: This split can customize a customer's path based on their past order history. Using the multi-split functionality you can tailor the request message based on the total number of orders a customer has placed to treat one-time vs. repeat buyers differently.
🛍️ Order Details Split: This split can customize a customer's path based on the items in their current order. Change the message creative or messaging based on the category or product which the customer is reviewing.
📱 Channel Affinity Split: This split can be used to prioritize the messaging channel used to communicate with a customer.
🔀 Random Split: The random split can be used to test different components of a campaign by sending a percentage of customers one experience and the rest another experience. Use the random split to test how many messages to include, which subject lines have impact on open rates, or test how long to wait between messages.
☑️ Subscription Split: This split can be used to customize a contact's path based on how, when, or if they are subscribed to a specific list. This can be used to tailor a customer's path based on their membership to other programs that may have lists in your Listrak account, such as a loyalty program.
ℹ️ Profile Field Split: This NextGen-specific split can be used to customize a contact's path based on the value stored in a field in the contact's profile. A single field can be evaluated per decision split path. The field can be evaluated for a single value or a one of a series of values.
🌓 Segment Split: This NexGen-specific split can be used to customize a customer's path based on if a contact is a member of a segment. A single segment can be evaluated per decision split path.
Activating the Journey
Once all messages have been created and the paths established, you are ready to activate the journey so that contacts can start receiving the new path and messages.
To activate, select the Activate button in the top right corner.
⚠️ If replacing an existing Conductor conversation with a journey, be sure to terminate the existing conversation so that purchasers only receive one series.
Only 1 Replenishment Journey can be active within a domain.
Additional Resources
Example Journey
This 2 email message replenishment campaign is set to enter the contact into the journey 7 days prior to when their products are set to be replenished. It is also configured to group products in the same email that are eligible to be replenished within 3 days of each other. Message one will be sent immediately upon entering, then after a 6 day wait and more urgent second message will be sent reminding them to stock up on their products. This campaign will also evaluate if any of their eligible products are out of stock and will continue to check for 10 days, if at the time the product isn't back in stock, the contact will skip the journey.
