Automate Messages That Matter to Your Customers

By Cavan Koh and Erica Loh · 8th August, 2025

Automate Messages That Matter to Your Customers | EasyStore

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:

FeatureTimingPurposeContent Suggestion
Welcome MessageImmediately after sign-upEncourage exploration and first purchaseAbout the brand, Points earned, welcome voucher
Encourage First Time Purchase3 days after inactivityRe-engage customer before they forgetReminder 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:

FeatureTimingPurposeContent Suggestion
Thank First-Time BuyerImmediately after first purchaseBuild trust, make them feel welcomed and valuedA warm “We’re glad you’re here” message highlighting their first step with your brand
Appreciate Loyal CustomerAfter every repeat purchasesStrengthen loyalty and show long-term appreciationA 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:

FeatureTimingPurposeContent Suggestion
Keep Customer Informed on Delivery OrdersEvery time the fulfillment status is updatedBuild trust by keeping customers informed about their ordersA 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:

FeatureTimingPurposeContent Suggestion
Keep Customer Informed on Pickup OrdersWhenever the order is ready for pickupEliminates customer’s anxiety over the status of their orderAn 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:

FeatureTimingPurposeContent Suggestion
Follow Up After Delivery/ Pickup2 days after delivery/ pickupStrengthen relationship and opens the door for feedbackA 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:

FeatureTimingPurposeContentSuggestion
Celebrate Customers BirthdayOn the 1st day of customer’s birthday monthCreates loyalty and encourages recurring purchasesA 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:

FeatureTimingPurposeContent Suggestion
Recover Abandoned Cart1 day after customer add to cart without making a purchaseRecover 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 Points14/30 days before points expiringRemind customers on the points they have before their points expiresLetting customers know “Your points are expiring soon” reminding them of rewards they might’ve forgotten.
Remind Customers on Expiring Vouchers3 days before vouchers expiringTo bring customers back by reminding them to use their vouchers before they expireA reminder like “Your voucher expires soon” adds just the right amount of urgency to bring customers back at the right moment.
Win Back Inactive Customers60 days last purchasedRe-engage with customers who haven’t return to your brand in a whileA 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.

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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.

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