Skip to main content

Automate aftersales and loyalty

Send the right message at the right time. Automated emails drive reviews, repeat bookings, and upsells without manual work.

Why email timing matters​

Automate these touchpoints once, benefit forever. Customers are most receptive at specific moments: confirmation for upsells, 6 hours before for practical info, right after their trip for reviews, 50 weeks later for rebooking, and when canceled to keep the relationship alive.

Available notification triggers​

Email when confirmed - Upsell opportunity

Email 6h before pickup - Last-minute practical info

Email after the trip - Strike while memory is fresh

Email after 50 weeks of inactivity - Win back past customers

Email when canceled - Keep the relationship alive

Full list and setup: edit customer notifications

When confirmed: Upsells and prep​

Booking confirmed. Customer is excited and engaged. Great moment for add-ons.

Use cases:

  • Upsell add-ons: "90% of customers add the drinks package"
  • Set expectations: "Here's what to expect on your trip"
  • Social proof: "Join 5,000+ happy customers this season"
  • What to bring: "Don't forget: ID, comfortable shoes, sunscreen"

Example message: "Booking confirmed! Quick tip: most customers add our drinks package for €25 - it's available when you arrive at the dock. See you soon!"

6 hours before: Last-minute details​

Customers check email before heading out. Perfect timing for practical info.

Use cases:

  • Parking instructions and alternative routes
  • What to bring: "Bring: sunscreen, water, towels, ID, comfortable shoes"
  • Weather-specific tips: "Rain forecast - we provide rain gear" or "Sunny day - bring extra water"
  • Merchandise preview: "Check out our new caps at the dock"
  • Last-minute reminders: "Gates close 10 minutes before departure"

Example message: "Your boat is ready tomorrow! Park at lot B (see map). Bring: sunscreen, water, comfortable shoes, and ID. We have cold drinks and snacks at the dock."

After trip: Reviews and thank you​

Best time to ask for reviews. Memory is fresh, emotions are positive, damage deposits returned.

Use cases:

  • Request Google/TripAdvisor/Yelp review
  • Offer discount code for next booking as thank you
  • Collect feedback on experience

Example message: "Loved your trip? Leave us a review on Google and get 10% off your next adventure: SUMMER10"

Create discount codes in discount codes.

50 weeks later: Win them back​

They haven't booked in almost a year. Automated reminder with incentive brings them back.

Use cases:

  • Seasonal angle: "Remember last summer? Book your 2025 trip now"
  • Exclusive offer: "We miss you! Here's 15% off as a welcome back gift"
  • New features: "We added sunset tours since your last visit"
  • Referral ask: "Know someone who'd love a boat trip?"

Example message: "Almost a year since your last trip! Ready to get back on the water? Book this month and save 15%: WELCOME15"

When canceled: Keep the relationship​

Booking canceled. Don't lose the customer forever.

Use cases:

  • Sorry it didn't work out: "Book again anytime with 10% off: RAINCHECK10"
  • Collect feedback: "What made you cancel? Help us improve"
  • Stay connected: "Follow us on Instagram for seasonal deals and boat life inspiration"

Example message: "Sorry your plans changed! Your 10% discount is waiting when you're ready to reschedule: NEXTIME10. PS: Follow @yourboatcompany for deals and boat life."

Google Business:

  1. Open your Google Business profile
  2. Go to "Ask for reviews"
  3. Copy short URL
  4. Add as button in email

TripAdvisor: Get review link from business dashboard.

Yelp: Find your business page review URL.

Facebook: Link to your page reviews section.

Discount code strategy​

Fun, memorable codes work best: SUMMER10, WELCOME15, NEXTTIME10

  • Easy to remember and share
  • Clear value in the name
  • Track which campaigns drive bookings

Settings:

  • Discount: 10-15% off
  • Usage limit: Unlimited for awareness campaigns, or 50-100 uses for scarcity
  • Expiry: 6-12 months for seasonal codes, 3 months for urgency

Create in discount codes.

Allowed:

  • Discount for ANY review (positive or negative)
  • Thank you after review posted
  • Win-back offers

Not allowed:

  • Payment for positive reviews only
  • Discount conditional on star rating
  • Fake reviews

Focus on quantity, not manipulation. Check local regulations.

Setting it up​

  1. Go to manage notifications
  2. Select your notification flow (or create new)
  3. Find the trigger you want to use
  4. Edit email content
  5. Add buttons for links (review platforms, discount codes, etc.)
  6. Save

Full customization guide: edit customer notifications