Optimizing Retention & Engagement with Shopify, Sheets, and Make

Automation Engineer

Low-Code/No-Code

Google Sheets

Make

Shopify

Streamline customer engagement and retention through abandoned cart follow-ups, manage payment reminders, and automate onboarding for successful payments. Improve operational efficiency and ensure personalized, timely communication without manual intervention.

Automated workflows using Google Sheets and email triggers via Make.com, handling abandoned carts, payment confirmations, reminders, and missed payment notifications.

Saved 10+ hrs/week on manual tasks, increased abandoned cart recovery by 20%, reduced missed payments by 15%, boosting client revenue by 10% and improving retention.

Client Job Description

Objective

Improve customer engagement

Automate payment processes (abandoned cart follow-ups, payment notifications, reminders)

Ensure timely customer communication

Log customer data for analysis and follow-up

1. Abandoned Cart Follow-Up Automation

Problem: Customers abandon carts, leading to lost sales. Manual follow-up is inefficient.

Solution: Automated email sequence to re-engage customers.

Emails: Immediate reminder, follow-up after 3 days, final reminder.

Google Sheets: Track email status and log customer interactions.

Reactivation: Mark unresponsive customers for future campaigns.

2. Payment Successful Workflow

Problem: No streamlined process for payment confirmation and onboarding.

Solution: Automated workflow after successful payment.

Webhook Trigger: Start automation after successful payment.

Google Sheets: Log payment details.

Email Notification: Send confirmation and onboarding links.

Subscription Tracking: Track plan type and set renewal reminders.

3. Payment Reminder & Missed Payment Notification

Problem: Customers forget to renew subscriptions; no missed payment system.

Solution: Automated payment reminders.

Reminders: Send email 2 days before payment due.

Missed Payments: Notify 5 days after missed payment.

Google Sheets Update: Log reminders and missed payments.

Additional Considerations

Data Management: Log all interactions for analysis and retention.

Automation Flexibility: Allow easy adjustments to emails, timing, and conditions.

Expected Outcome

Automated workflows will improve engagement, reduce manual work, increase conversions, and streamline payments, enhancing customer experience and efficiency.

Solution Flow Chart

Workflow Automation Solution

This document outlines four key workflow automations to streamline customer engagement, payment handling, and onboarding.

1. Abandoned Cart Sequence Workflow

This workflow targets customers who abandoned their shopping carts to encourage them to complete their purchase.

Steps

Google Sheets Filtering: Identify customers who abandoned their carts and haven’t received the first email.

Solution: Filter rows where "Email Sent" and "Purchase Status" indicate no action. Use these results for targeted email campaigns.

Email 1 (Reminder): Send personalized reminder emails.

Solution: Use placeholders like {{customer_name}} to personalize content and improve engagement.

Update Google Sheets: Track sent emails.

Solution: Update rows with timestamp using {{now}}.

Wait 3 Days & Send Email 2: Trigger follow-up after 3 days if needed.

Solution: Use {{addDays(now, 3)}} to automate wait periods. Send a second email if no purchase is made.

Final Reactivation Email: Final follow-up for uncompleted purchases.

Solution: Send with discount offers if necessary. Use conditional checks for customer status.

Logging Actions: Record customer journey.

Solution: Add logs to "Customer Journey Log" after each action.

2. Shopify Abandoned Cart Workflow

Focuses on subsequent follow-ups for Shopify users after Email 1.

Steps

Filter & Send Emails: Identify customers needing follow-ups.

Solution: Filter by "Email 1 Sent." Trigger follow-up emails (Email 2 and 3) if necessary and log actions.

Final Reactivation: Final offer with potential discounts.

Solution: Trigger final email based on prior email status.

3. Payment Successful Workflow

Handles successful payments and customer onboarding.

Steps

Webhook Trigger & Log Payment: Trigger on payment completion.

Solution: Capture payment details, log in "Payment Logs" Google Sheet.

Welcome Email & Subscription: Onboard new customers.

Solution: Send welcome email using placeholders like {{customer_name}}. Log subscription plans, calculate renewal dates with addMonths() or addYears().

Log Customer Actions: Record activities for future reference.

Solution: Maintain "Customer Journey Logs" for every action.