Shopify Discount Code Listener Automation

Automation in Action
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This image depicts a workflow automation diagram for Shopify discount code processing, involving discount listening, details retrieval, Slack posting, and customer emailing. (Captioned by AI)
This image depicts a workflow automation diagram for Shopify discount code processing, involving discount listening, details retrieval, Slack posting, and customer emailing. (Captioned by AI)1548×505 53.8 KB

This flow serves two purposes:

  1. Monitor the use of automatic discount codes We frequently create automatic discounts to run on our Shopify website. This flow sends alerts to Slack whenever a new automatic discount is created in our store to prevent accidental or incorrect discounts to be activated on our website.

  2. Email warranty discount codes to customers The bulk of our customer service tickets are for warranty claims. The last step of a claim that is handled by a rep is to email the discount code to the customer. This flow automates that process and sends an email through our SMTP relay service after the discount code is created to reduce the manual work for our CX reps.

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@chrishuovinen305 This is great! Thanks for sharing!

What were some of the business impacts of having accidental or incorrect discounts? Which teams at your company have benefited from this automation?

Regarding the warranty discount codes, approximately how emails have now been automated per week? What impact has it had on your customer's experience when working with your company?

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We had an incident a while back during a promo when a CX rep accidentally created a discount code for a customer and made it an automatic discount that applied to all customers and carts. It wasn't discovered until 10 hours after it happened. This cost us tens of thousands of revenue that we attempted to regain from the customers that took advantage of it but it was a big loss for the day. Our Revenue team wanted to make sure they were alerted about every automatic discount created going forward.

As for the warranty email part of this flow, in the last 30 days, our CX team has received almost 15,000 tickets for a warranty claim (we are still in the middle of automating this process fully). Each one of those tickets required the discount code to be created and emailed before closing it out. This flow totally replaced that step to improve time to response and resolution for a large portion of our CX ticket volume. Also, utilizing Shopify discount features, we have improved customer experience by providing a link in the email to the product collection which is eligible for the replacement discount and auto applies the discount code to the product in cart.

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