How Union Works leverages the flexibility of user.com

With a handful of Shopify apps and thousands of Merchants, we needed an email automation system that could deliver timely onboarding sequences based on app events and merchant interaction.

Having invested a great deal of time into research, software demo's and trial periods, it was clear to us that only one product was flexible enough to meet our needs at a price we could afford... user.com.

The challenge we faced

We had been looking for a solution to send out automated onboarding emails to Merchants that install our Shopify Apps. Some Merchants, however, operate multiple stores and tend to use the same admin email address for each store.

Within most CRM/ESP systems, this then becomes a problem to manage, as the Merchant’s email address is already linked to a store, so linking it to multiple different stores, each with their own onboarding sequence is just not possible.

We therefore needed a solution that didn’t require us to use the email address as the unique identifier for a Merchant record.

User.com allowed us to specify our own unique identifier which, in our case, was a custom field that we created to identify each store.

We had been looking for a solution to send out automated onboarding emails to Merchants that install our Shopify Apps. Some Merchants, however, operate multiple stores and tend to use the same admin email address for each store.

Within most CRM/ESP systems, this then becomes a problem to manage, as the Merchant’s email address is already linked to a store, so linking it to multiple different stores, each with their own onboarding sequence is just not possible.

We therefore needed a solution that didn’t require us to use the email address as the unique identifier for a Merchant record.

User.com allowed us to specify our own unique identifier which, in our case, was a custom field that we created to identify each store.

How we found success with user.com

By specifying our own unique identifier for each Shopify store (we use the first part of the .myshopify.com store url as the identifier) we have been able to set-up automations for each app on a per store basis.

This ensures that we send the right message to the right merchant about the right store at the very best moment in their onboarding cycle.

By specifying our own unique identifier for each Shopify store (we use the first part of the .myshopify.com store url as the identifier) we have been able to set-up automations for each app on a per store basis.

This ensures that we send the right message to the right merchant about the right store at the very best moment in their onboarding cycle.

Automations and events

User.com's Automations and Eventshave been key in allowing us to communicate with Merchants based on actions that they take within our apps.

The user.com API is straightforward to use, making it easy for us to convert those Merchant actions via the API into Eventsthat then trigger an Automation.

Automations and events

User.com's Automations and Eventshave been key in allowing us to communicate with Merchants based on actions that they take within our apps.

The user.com API is straightforward to use, making it easy for us to convert those Merchant actions via the API into Eventsthat then trigger an Automation.

SMTP gateways

The ability to configure SMTP gateways for each app has also allowed us to be more focused in our email sending, ensuring responses get allocated into the correct helpdesk.

SMTP gateways

The ability to configure SMTP gateways for each app has also allowed us to be more focused in our email sending, ensuring responses get allocated into the correct helpdesk.

Performance digest emails

The ability to set-up automated email campaigns to highlight how well our apps have performed for each Merchant that week has also been a huge time saver.

Performance digest emails

The ability to set-up automated email campaigns to highlight how well our apps have performed for each Merchant that week has also been a huge time saver.

Tags and lists

By controlling app installs and uninstalls with tags and moving Merchants in and out of lists when they start and finish onboarding, we have a perfect view of where each Merchant is within each of our apps lifecycles.

Tags and lists

By controlling app installs and uninstalls with tags and moving Merchants in and out of lists when they start and finish onboarding, we have a perfect view of where each Merchant is within each of our apps lifecycles.

Don't just take our word for it...

We are by no means using the full potential of the user.com platform, but the events and automations alone allow our small team to help merchants day and night with the right info for the right app at the right time.

Sign up for a free account at user.com and then schedule a demo with their support team.

Did we mention that they have a great support team? If not, we just did.