Zero Missed Follow-Ups — Retention on Autopilot for a D2C Supplements Brand
Endure
Endure was losing reorders and reviews not because their product was bad, but because a small team wearing too many hats kept forgetting to follow up at the right time. We built a trigger-based Slack notification system that fires at day 7, 20, and 30+ after every purchase — with full customer context in every alert.
The Problem
Everyone on the team was doing too many things — and customer follow-ups kept falling through the cracks.
Supplements are a consumable product. A customer who buys a 30-day supply is a natural candidate for a reorder on day 20–25. A customer who's been using the product for a week is in the perfect window for a Trustpilot review request. These moments are predictable — and they were being missed.
The Endure team was running lean. Each person handled multiple roles. Following up with individual customers at precise intervals wasn't something anyone had bandwidth for consistently. Reminders would be set, forgotten, or not set at all.
The fix wasn't a new hire. It was a system that tracked every purchase and surfaced the right action at the right time — automatically.
- Manual follow-up tracking in spreadsheets or memory — both failing regularly
- Missed day-7 review requests = fewer Trustpilot reviews = weaker social proof
- Missed day-20 reorder nudges = customers buying from competitors when they ran out
- No consistent cross-sell or loyalty follow-up at day 30+
- Small team couldn't scale retention manually as customer volume grew
What We Built
A trigger-based system that monitors every purchase and sends context-rich Slack alerts to the right team member at the right time.
Purchase event captured from Shopify
Every new order triggers the automation. The purchase date and product type are recorded, and a scheduled follow-up sequence is set for that customer.
Day 7 — Trustpilot review request alert
Seven days after purchase, the assigned team member gets a Slack notification: customer name, product purchased, and a direct link to their order profile. The suggested action: send a Trustpilot review request. One click to open the customer record — no searching.
Day 20 — Reorder nudge alert
Twenty days in, a second Slack alert fires: the customer is probably running low. The team member reaches out personally — a quick check-in and reorder offer. Timed perfectly for a 30-day supply.
Day 30+ — Cross-sell or loyalty follow-up
For customers who haven't reordered, a final alert prompts a loyalty offer or product recommendation. All with context already in the notification — no CRM digging required.
Technical Breakdown
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