Automate Messages That Matter to Your Customers
By Cavan Koh and Erica Loh · 8th August, 2025
Table of Contents
Automate Messages That Matter to Your Customers
Most businesses think doing engagement means sending a few messages here and there, maybe a birthday voucher or a welcome note to their customers. But do those messages actually feel relevant or personal?
But from a customer’s side, it doesn’t always feel that way. A message sent too late, or one that sounds like it was meant for everyone, doesn’t leave much of an impression.
Let Automation Turn Moments into Relationships
That’s where engagement really makes a difference. It’s not about sending more messages, it’s about sending the right ones, at the right time, in a way that feels personal.
Whether your customers just discovered your brand or has been shopping with you for years, thoughtful communication can go a long way in making them feel seen and appreciated.
The goal? To stay connected with your customers without doing everything manually while creating an experience for customers that feel personalised.
Here’s how you can bring engagement into every stage of the customer journey.
1. A Welcome Experience That Turns Into a Journey That Lasts
When someone signs up, we fully intend to make them feel welcome but that moment often slips through the cracks without any guidance on how to start up. A few days goes by, and they never hear from us again.
That’s what happens when we are missing the content, tools, or automation to ensure every customer truly understands that. Here’s how to change that:
- Welcome Message That Inspires Action: Right after sign-up, customers receive a message welcoming them—with points, vouchers, or exclusive offers they can use right away. It’s the first nudge toward making their first purchase.
- Win-Back Reminder That Brings Them Back: If they haven’t made a purchase after 3 days, a gentle automated reminder is sent. It’s a simple “Hey, we haven’t forgotten about you,” paired with their unused rewards or products they showed interest in.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Welcome Message | Immediately after sign-up | Encourage exploration and first purchase | About the brand, Points earned, welcome voucher |
| Encourage First Time Purchase | 3 days after inactivity | Re-engage customer before they forget | Reminder to use points or revisit store |
2. Make Appreciation Part of The Ongoing Journey
You may never know exactly what brought a customer to place their first order—maybe they’ve been following your brand for months, or maybe they just discovered you five minutes ago.
But the moment they clicked “Buy”, they chose to give your brand a chance. And that moment deserves more than a generic “We’ve received your order.”
Because that first purchase isn’t just a transaction. It’s the start of a relationship.
- First-Time Thank You Message: Instead, send a thoughtful “We’re glad you’re here” message—one that thanks them for their trust and makes them feel confident they made the right choice.
- Appreciating Loyal Customers: And for their future purchases, don’t just stop at sending order confirmations. Add in a pre-crafted message that expresses genuine appreciation and reminds them how every purchase supports your mission to serve them better.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Thank First-Time Buyer | Immediately after first purchase | Build trust, make them feel welcomed and valued | A warm “We’re glad you’re here” message highlighting their first step with your brand |
| Appreciate Loyal Customer | After every repeat purchases | Strengthen loyalty and show long-term appreciation | A personalised message like “Thanks for sticking with us—your support means everything” with mention of how their purchases support your brand’s mission. |
3. Give Customers The Clarity They Deserve
Customers want to know where their order is without guessing or chasing for the answer. With real-time delivery updates, customers are kept informed by every step of the way.
From the moment an order is confirmed to the moment it arrives at their doorstep, it’s about creating clarity, not questions so customers feel confident and cared throughout the journey.
And when they feel in control of their delivery journey, they’re more likely to come back.
- Keep Customer Informed on Delivery Status: Customers get notified each time their order hits a new checkpoint—whether it’s packed, shipped, or out for delivery. Simple, but it keeps them in the loop and confident in every step of the journey.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Keep Customer Informed on Delivery Orders | Every time the fulfillment status is updated | Build trust by keeping customers informed about their orders | A basic update like “Your order status has been updated” shows customers you’re actively taking care of their order. |
4. Excite Customers The Moment It's Ready For Pickup
You know that feeling when you’ve been eyeing something for days, finally hit “buy,” and the anticipation kicks in. Then ding! A message lights up: “Your order is ready for pickup.”
Before you know it, you’re already halfway out the door, excited to hold it in your hands.
That’s the kind of moment your customers remember. A smooth and timely pickup experience that makes every order feel personal and worth the wait.
- Keep Customers Informed on Pickup Orders: Customers receive a notification the moment their order is ready for pickup. It’s a simple way to build trust, reduce “where’s my order?” messages, and turn waiting into anticipation.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Keep Customer Informed on Pickup Orders | Whenever the order is ready for pickup | Eliminates customer’s anxiety over the status of their order | An exciting “Your order is ready for pickup” update can make customer feel like their wait was worth it. |
5. Catch Up After They Unbox To Show You Care
Once a customer receives their parcel or picks up their order, their attention shifts to checking if everything’s correct with the order. And in most cases, that’s where the conversation ends.
But this moment is actually the perfect time to reconnect. A short, thoughtful follow-up message can be sent automatically after delivery or pickup. This gives customer a chance leave a positive final touch to their shopping experience.
- Follow Up After Order is Delivered/ Pickup: Extend the shopping experience with an automatic follow-up whether it’s a friendly “Hope you love it!” or a special offer. This small gesture builds trust, invites feedback, and keeps your brand top of mind.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Follow Up After Delivery/ Pickup | 2 days after delivery/ pickup | Strengthen relationship and opens the door for feedback | A simple “We hope you're loving your purchase” follow-up message can make customers feel cared for by a brand not just treated as a transaction. |
6. Show Your Appreciation With a Birthday Surprise They’ll Remember
How do you feel when someone unexpected is the first to wish you happy birthday?
Surprised? Seen? A little extra appreciated? That’s the kind of moment your brand can create.
Fun fact: birthday emails enjoy a 60–70% open rate and are nearly five times more likely to spur action.
The psychology is simple — everyone wants to feel special on their birthday, and everyone deserves a treat on their day.
So be the first to celebrate because it’s not just good timing, it’s good connection.
- Celebrate Customers’ Birthday Month: Automatically send personalized vouchers or points on the first day of their birthday month. It’s a one‑time setup that boosts engagement, repeat purchases, and lasting loyalty.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | ContentSuggestion |
| Celebrate Customers Birthday | On the 1st day of customer’s birthday month | Creates loyalty and encourages recurring purchases | A thoughtful “Here are your birthday voucher(s)” message turns a simple reward into a personal moment customers remember. |
7. Say Hello To Customers You Haven't Heard From
You know that moment, you’re casually browsing, you find the one, add it to your cart… and then life happens. A phone call, a meeting, dinner plans — suddenly, it slips your mind.
Then ding! A reminder pops up: “Still thinking about this?” or “Your points are about to expire.”
Just like that, you’re back at what you left out and ready to hit checkout.
That’s the kind of thoughtful messages your business can deliver by reaching customers at just the right moment, whether it’s to remind them of something left behind, give a gentle prompt before their rewards expire or reconnect after some time away, all done automatically in the background.
- Recover Abandoned Cart: Automatically remind customers about items they left behind. With a gentle nudge sent at just the right time, you recover lost sales and turn intent into purchase.
- Remind Customers on Expiring Points: Send timely reminders when reward points are about to expire. It encourages customers to redeem before they miss out — no more “Wait, what do you mean my points expired?!” moments.
- Remind Customers on Expiring Vouchers: Give customers a heads-up when their vouchers are close to expiring. These friendly reminders not only show you care, but also drive urgency and keep your offers top-of-mind.
- Win Back Inactive Customers: Automatically reach out to customers who’ve gone quiet. Whether it’s a “We miss you” note or a special offer, re-engagement messages bring your brand back into view and bring customers back to your store.
Automation(s) supported through Engagement:
| Feature | Timing | Purpose | Content Suggestion |
| Recover Abandoned Cart | 1 day after customer add to cart without making a purchase | Recover lost sales and nudge customers to complete their purchase | “Your shopping cart is waiting for you” isn’t just a reminder, sometime it’s a simple way to bring customers back to what their not done. |
| Remind Customers on Expiring Points | 14/30 days before points expiring | Remind customers on the points they have before their points expires | Letting customers know “Your points are expiring soon” reminding them of rewards they might’ve forgotten. |
| Remind Customers on Expiring Vouchers | 3 days before vouchers expiring | To bring customers back by reminding them to use their vouchers before they expire | A reminder like “Your voucher expires soon” adds just the right amount of urgency to bring customers back at the right moment. |
| Win Back Inactive Customers | 60 days last purchased | Re-engage with customers who haven’t return to your brand in a while | A simple “We’ve been missing you” can spark the kind of reconnection that turns quiet customers into loyal ones again. |
Create Moments That Bring Customers Closer
Real engagement isn’t about sending more messages — it’s about sending the right ones. The kind that feel personal, timely, and thoughtful. Customers notice when a brand shows up with something timely but they also notice when it doesn’t.
Whether it’s welcoming new customers, saying thanks after a first order, sending a birthday surprise, or a giving a simple reminder about what they left in their cart — these little moments make your customers feel seen.
In the end, it’s not about how many messages are sent, but whether any of them actually feel like they matter.
Make Customers Love Buying from You
EasyStore empower brands to prioritize customers and enhance their experience, creating a unified customer experience (UCX) that customers love.
Over 50,000 brands have grown their businesses by embracing unified customer experiences (UCX) strategy through EasyStore across multiple sales channels - online store, retail outlets, marketplaces, and social media, ensuring consistency in product and service offerings for a seamless shopping journey.
Master Customer Experience in 2025 with our 3 Step Checklist
Customer expectations are on the rise in 2025. Use this checklist to learn 3 essential steps for improving customer interactions and staying ahead.
Download Now
