Getting started with Flows

Use Flows to build automated workflows for your customers, offering different incentives and interactions throughout the customer lifecycle to increase customers' total subscription spend and reduce customer churn.

This article covers how to use Flows to enhance the customer experience.

Before you start

• Flows availability depends on your plan and the type of flow you’re using. To learn more, review the guide for the specific flow to understand availability, or contact your Customer Success Manager for eligibility criteria. 

Overview

Recharge offers various Flows to enhance the customer journey, enabling different experiences and customizable incentives at every stage of the customer lifecycle. 

Use Flows to tailor and experiment with different methods of acquiring, managing, and retaining customers. 

Churn tools

• Cancellation Prevention: Utilize customer and order cohort data to develop targeted active churn-reduction strategies, identifying specific cancellation reasons and corresponding win-back strategies.
• Failed Payment Recovery: Engage your customers strategically by delivering tailored messages at the right times throughout their journey.
• Win Backs: Create tailored landing pages with compelling offers to entice churned customers to re-subscribe. Include the landing page link in your Klaviyo win back campaigns or any other communication method you prefer for reaching your customers.

Loyalty

• Rewards: Proactively address churn with tailored rewards that surpass traditional loyalty solutions through unique credit, free items, and progressive discount combinations. Highlight unused rewards in cancellation flows to re-engage at-risk customers and prompt additional orders.
• Referrals: Leverage word-of-mouth marketing to help scale your business and attract new customers. 

Cross-Sell & Upsell

• Subscription Widget: Seamlessly add this widget to your Shopify product pages, allowing customers to easily subscribe to your products.
• Checkout Upsell: Convert one-time orders into a recurring subscription by displaying a customizable “Subscribe and save” link during checkout. 
• Checkout Cross-Sell: Offer cross-sell products at checkout to your customers. By presenting relevant items just before a transaction is completed, you can encourage customers to add more items to their cart.
• Post-purchase Cross-Sell: Encourage customers to add an additional product to their order after checkout, either as a one-time purchase or on a recurring basis, using Recharge's flow structure to create personalized, time-sensitive offers that align with your brand and enhance the customer experience.
• Upcoming Order Cross-Sell: Increase LTV by offering customers a discounted product at specific points in the customer journey.

Benefits

Flows offer several benefits to help you expand your brand: 

• Enhance customer satisfaction and loyalty by providing a targeted and personalized brand experience. Offer the right incentives strategically so that your customers develop a stronger affinity for your brand.
• Increase LTV: Grow your LTV with tools that enable quick iteration and testing of your retention and growth programs. Choose from pre-made templates to help you get started or create your own.
• Save time: Powerful, no-code implementation. Use these tools to execute impactful marketing strategies and tactics without development resources.
• Optimize touchpoints with advanced data and analytics: Scale effortlessly and quickly deploy A/B tests to obtain comprehensive data and insights that help optimize every touchpoint in your customer journey.
• Connect everything: Use these tools seamlessly with all of Recharge’s product lines and integrations so you can offer rewards through Credits, swap SKUs in Bundles, and much more.

Operational analytics

Operational analytics allow you to review in-line metrics such as the number of customers who entered the strategy, the number of emails sent, Average Order Value (AOV), and more. Metrics are updated daily at 1:30 AM ET. However, you can manually refresh these metrics by clicking Refresh metrics now at the top of the specific flow's canvas. 

The complete subscription experience results are not displayed until all customers who enter the flow have either had their next charge processed or canceled it. If a customer delays their charge, these metric results are delayed until the charge process is complete.

For example, if the subscription frequency is monthly, metric results are delayed until the next charge is processed. 

To access your metrics: 

1. Select the flow you wish to view metrics for.

2. Click the bar graph icon at the top of the flow.

   

    

3. Metrics for each section are displayed under the card.

   

    

Manage flows

Duplicate flow

Duplicate a flow to configure a strategy without starting from scratch:  

To duplicate a flow:

1. Navigate to the flow you wish to duplicate. 

2. Click the three vertical dot menu and select Duplicate. You will be redirected to the duplicated flow. Additionally, the duplicated flow will be displayed under Your Flows with Duplicate next to the title.

   

Delete flow

To delete a flow: 

1. Navigate to the flow you wish to delete and confirm it is deactivated. 

2. In the Your flows section, click the three vertical dot Actions menu on an inactive flow and select Delete.

   

3. Select Confirm: delete flow to completely delete a flow. 

Edit flow

You cannot edit a flow after it has been activated, even if you deactivate it. 

View flow timeline

You can view changes to a flow using the Flow timeline. The timeline shows a history of actions taken on the flow, including when each change was made, what it was, and who made it.

If the action was taken by someone on your team, you’ll see their email. If it was done by Recharge, it will appear as “Recharge admin.”

To view the Flow timeline:

1. Navigate to the flow. 
2. Click the three vertical dot menu and select Flow timeline. 

Settings

Use the manage settings panel to update the following settings related to the specific flow you are creating. Once you activate the flow, you cannot change any of its settings.

Considerations

Consider the following when using Flows: 

Frequently asked questions