How do automated upsell and cross-sell flows increase Customer Lifetime Value (CLV)?

By triggering post-purchase messages at the exact moment of engagement, brands deliver helpful care instructions or complementary product recommendations (like sofa protection or matching accessories), driving a 20-40% boost in CLV and generating up to 30 times more revenue per recipient.

Can upsell automations be triggered by physical store (POS) purchases?

Yes. Custobar unifies in-store POS receipts with e-commerce browsing into a single 360° profile. An offline purchase instantly triggers automated cross-sell emails or SMS flows, such as sending maintenance guides or matching product offers 2-7 days after an in-store checkout.

Why is leading with value or care guides better than hard selling?

Leading with helpful content—such as care instructions for a newly purchased sofa, wooden table, or technical jacket—positions the brand as a trusted advisor, doubling email open rates and making subsequent cross-sell recommendations feel natural and consultative.

Does Custobar use AI for post-purchase product recommendations?

Yes. Custobar's machine learning engine analyzes full omnichannel purchase history (online and offline) to automatically recommend complementary, non-redundant SKUs in post-purchase emails and transactional notifications.

Custobar use case: Upsell automations

In today’s competitive retail landscape, delivering the right recommendation at the right moment can make all the difference. Post-purchase upsell strategies allow brands to turn existing customer interest into incremental revenue—without overwhelming shoppers with irrelevant messages. From fashion to electronics, personalized automations that suggest complementary products after a purchase help increase engagement, drive conversions, and enhance the overall customer experience. In this post, we’ll explore how two retailers successfully leveraged timely, relevant upsell campaigns to boost sales and delight their customers.

Boosting Incremental Revenue Through Relevant Post-Purchase Upsell

Challenge:

A fashion retailer wanted to increase incremental sales and provide more personalized product recommendations without overwhelming customers with excessive campaigns. The challenge was to reach customers at the right time—when they were most likely to complete their look—while avoiding messages to those who had already purchased the recommended items.

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Solution:

The retailer implemented a series of upsell automations based on customers’ previous purchase categories. The automation triggers 7 days after a purchase in a specific product category and automatically sends a campaign suggesting complementary items “to complete the look.” Customers who had already purchased recommended items within 7 days are excluded, ensuring highly relevant messaging and minimizing unnecessary contacts.

Impact:

The personalized automations delivered high conversion rates, generating up to 15% additional sales from the recommended products. This approach increased customer engagement and optimized marketing efficiency, all while maintaining a seamless and enjoyable shopping experience.

Reaching Electronics Buyers at the Right Moment with Relevant Upsell

Challenge

An electronics retailer wanted to increase incremental sales by promoting complementary products after a laptop purchase. While accessories like chargers, monitors, cases, and peripherals are highly relevant, generic follow-up campaigns often felt untimely or repetitive. The key challenge was to recommend the right add-ons at the right moment—without targeting customers who had already purchased the suggested accessories or overwhelming them with unnecessary messages.

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Solution

The retailer implemented a series of post-purchase upsell automations based on customers’ previous purchase categories. The automation triggers 7 days after a laptop purchase and sends a personalized campaign recommending compatible accessories to enhance the user’s setup. Customers who had already purchased the recommended accessories within the previous 7 days are automatically excluded, ensuring that only relevant and timely messages are delivered.

Impact:

The post-purchase upsell automation delivered strong engagement and conversion metrics. The campaign achieved a 57.6% open rate and a 7.8% click-through rate, indicating high relevance and well-timed messaging. With a 14.6% conversion rate, the recommended accessories successfully turned customer interest into incremental sales. Low unsubscribe and spam report rates further confirmed that the communication felt helpful rather than intrusive—demonstrating how relevant post-purchase upsell can drive results while maintaining a positive customer experience.

Turn relevant recommendations into incremental sales

Get in touch with your KAM, contact our support team, or book a demo with sales to see how Custobar can tailor product recommendations to your business needs.

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