This article is only relevant to Merchants who are on our GrapevineEXTRA plan.
Our GrapevineEXTRA plan allows Merchants to follow up with those customers who didn't complete their survey on the order status page after placing their order.
This feature is a great way to ensure you gain as much valuable data as possible and get the most out of your post-purchase survey.
How does it work?
The Grapevine app won't send out any emails, however, we have created a snippet of code that can be placed in the shipping confirmation notification email that gets sent out by your Shopify store when an order is shipped.
Shipping confirmation emails tend to have high open rates as customers are usually keen to find out when their delivery is due. This makes these emails a great place to ask customers to take a minute to submit their response.
By including the survey reminder in the shipping confirmation email, it avoids the need to send an additional email out to the customer.
The survey reminder will only appear for Customer's who have not already submitted a response to your Grapevine survey for that order.
Within the Grapevine app you will be provided with a small snippet of liquid code that you will need to add into your shipping confirmation notification template. It's very straightforward to add, but we can always help you with this if you'd prefer.
Here is how the survey reminder will appear in the shipping confirmation notification email once the snippet of liquid code has been added:
When a customer clicks on the survey reminder link in the email, they will be taken to a landing page on the Merchants Shopify store (a proxy page created by the Grapevine app) where they can submit their survey response. The Grapevine app will know which order the survey response belongs to based on the unique URL and will then attribute the response to that customer and that order.
How to get started
Setting up survey reminders requires a basic level of understanding of Liquid coding, however if you need some help with the set-up then please just get in touch.
Step 1. Backup your existing shipping confirmation notification template
Before proceeding, we recommend that you take a backup of your current shipping confirmation notification template. This is so that if you experience any issues with your shipping notifications, you can reinstate the original notification template. To do this, within your Shopify Admin area, go to Settings > Notifications
Scroll down to the Shipping section and click on Shipping confirmation:
Copy all of the code that you see in the Email body (HTML) section and paste it into a Notepad or TextEdit file and save it somewhere safe.
A copy of the original shipping confirmation email code provided by Shopify can be found attached to the bottom of this article. Accurate as of January 2020:
Step 2. Define the survey reminder message
Go to the Survey Reminders view within the Grapevine app
Click on the Customise survey reminder option
Decide what you would like to say in your shipping confirmation notification email to ask your customers to complete your survey. We have provided Title, Introduction and Button text fields.
Try and keep the copy punchy, clear and persuasive!
As you type you will see that the code in the section below the editable fields will update to mirror the text that you have typed in
Once you have typed in your preferred content, copy the code provided in the Insert additional code section to your clipboard (the copy icon in the top right corner is a copy shortcut)
Step 3. Pasting in the new survey reminder code
Open your shipping confirmation notification template once again
Within your Shopify store, go to Settings > Notifications
Scroll down to the Shipping section and click on Shipping confirmation
The liquid code that the Grapevine app provides has been created to work in the shipping confirmation notification email that Shopify sends to your customers.
If you are using an external platform to send this email, our code will not work. If you have already modified your shipping confirmation notification template, then you will need to ensure that the Grapevine code and css is adjusted accordingly to match the styles and layout of your design.
Locate the closing body tag within the shipping confirmation notification template. It should be quite easy to find by scrolling to the bottom of the template:
Paste in the Liquid code that you copied from the Grapevine app directly above the closing body tag,
This is the closing body tag: </body>
Previewing and testing the Shipping Confirmation notification
Unfortunately, the Preview and Send test email feature in the notifications area do not allow you to link to a specific order, therefore it does not have any metafields to work out whether or not to display the survey reminder.
The only way to test the Survey Reminder is to put through a test order on your store without submitting the Grapevine survey and then ship that order.
You should then see the survey reminder and button in the shipping confirmation email.
If you have enabled the Only capture one response per customer option in the Grapevine settings, then please make sure you place a test order using an email address that hasn't already submitted your Grapevine survey.
Now your customers are receiving shipping confirmation emails containing your survey reminder, you should take a look at the page they land on to submit their survey response. The Survey Landing Page can be customised using CSS to match your theme.
Need any help?
Please do get in touch with our support team if you have any questions about survey reminders or if you would like any help setting them up in your store.