Easy Upsell User Guide

Easy Upsell is a powerful app that is highly effective at maximizing eCommerce order values by providing targeted upsell recommendations.

This guide explains the major features of the app as well as recommended uses. If you prefer to poke around and learn the app that way, here’s a shorter guide with some quick start recommendations.

This guide is broken down into the following sections:

  1. Types of Upsells
  2. Creating an Upsell
    a. Creating a Trigger Upsell
    b. Creating a Cart-Range Upsell
    c. Creating a Catch-All Upsell
  3. Settings
  4. Analytics
  5. A/B Testing
  6. Offering Discounted Upsells

1. Types of Upsells

Easy Upsell supports three upsell types. The three types are designed to be used together in order to ensure that you are maximizing sales by displaying a relevant upsell on every cart (if you wish to do so).

Only one type of upsell will trigger in a session. The “trigger upsell” has the highest precedent because it is most customized to the product in cart.

None of the upsell types are required, but stores usually see the best results by using a combination of trigger upsells and cart range upsells and/or catch-all upsells.

Trigger Upsell: This upsell allows you to select trigger product(s) and upsell product(s) for the trigger. When a customer has the trigger product in their cart and goes to checkout, this upsell pop-up will be displayed. Because this upsell is customized to the exact product in cart, it is often the most powerful.

Tip: Start by setting trigger upsells for each of your top selling products. Each of these can single-handedly drive a significant amount of revenue and are worth doing by hand.

Cart Range Upsell: This upsell allows you to select a cart range value and upsell product(s) for that value. If a trigger upsell product is not in the cart when the customer goes to checkout, the relevant cart range upsell will be displayed.

Catch-All Upsell: This upsell allows you to select product(s) that will be displayed as upsells if no trigger or cart range upsell is relevant to the cart. This allows you to efficiently display an upsell on every checkout, if you wish. You can only have one catch-all upsell.

2. Creating an Upsell

To create an upsell, hover-over “Upsells” in the top navigation or the “Add New Offer” on the dashboard/homepage. Select the type of upsell that you would like to create. (Note that there can only be one “catch-all” upsell so, after you have created a catch-all, the catch-all option will say “Edit” rather than “Add”.)

Creating a Trigger Upsell

Top part of the “Add Trigger Upsell” page. The three fields here are described below.

Upsell Name: Add an internal name for the upsell. It is helpful to come up with a naming structure for all your upsells. For example, if you are a bookstore, the structure could be “Upsell on TITLE OF BOOK HERE”.

Headline: This is the bold text that will display at the top of the upsell pop-up to customers who see it. An example of how the pop-up will look is the next image down.

Tip: Test out various headlines using the A/B testing feature. Examples of headlines that work are: “Your Cart Qualifies for a Special Offer”; “You Might Like These Too”; “Essential Add-Ons”. Play around and figure out what works best for your store and your customers.

Description: This is the text that will display immediately below the headline. It is not required, but it often helps increase conversions. The image below shows a sample pop-up with a description.

This is a sample pop-up. Note the Headline and Description at the top.

Selecting Trigger Products and Upsell Products: The next step is to select the products that will trigger the upsell and the products that will be shown in the upsell pop-up.

Select “Trigger” next to products you want to “trigger” the upsell pop-up and select “Upsell” next to products you want to display in the upsell pop-up.

To add a product as a “trigger” that will cause the upsell pop-up to be shown, click the “Trigger” button next to it. It will then appear in the next section of the page under “Trigger Products”.

To add a product as an “upsell” that will display the product in the upsell pop-up, click the “Upsell” button next to it.

You can search products using the “search” bar and you can select brands and categories using the dropdown menus. If you want to add all products in a brand or category as triggers, select the brand or category using the dropdown menus and then select “Add all as triggers”.

Tip: Offering 1-3 products per upsell often works better than offering 4-6. When you offer 1-3, the product images appear larger. Customers can also be overwhelmed by too much choice.

When you select “Trigger” products and “Upsell” products, they will display in this section. If you need to remove any products, you can do that here or in the section above. In the “Upsell Products” section, you can change the order that the products will show in the upsell as well as customize the name of the product that will display to customers.
The final section of the “Add Trigger Upsell” page allows you to adjust the settings for this specific upsell.

In the settings shown above, you can adjust the number of upsells products to display in the pop-up. If you have five upsell products selected and choose “3” as the maximum number here, only three upsell products will display at a time.

The “How should these products be displayed?” setting allows you to customize whether the products should be displayed according to the order you place them in above or whether the order should be randomized.

You can select a later start time to run the upsell at a later time or leave it as-is to start immediately. If you want the upsell to expire, you can select an end date.

Finally, the “Allow multiple of each upsell item” setting allows you to control whether or not a quantity selector displays in the upsell pop-up.

After you click “Add”, the upsell will be live. You can view a preview of it from the dashboard.

Creating a Cart Range Upsell

The process to create a Cart Range Upsell is mostly the same as the instructions for creating a Trigger Upsell (directly above).

Since the “trigger” for the Cart Range Upsell is the cart value, there are no trigger products. Input a “Cart Range Minimum” and “Cart Range Maximum” for which this upsell will show.

Input the “Cart Range Minimum” and “Cart Range Maximum” to set the cart-range that will trigger this upsell.

You can create multiple Cart Range Upsells to cover however many cart ranges you would like.

Creating a Catch-All Upsell

The Catch-All Upsell uses the same fields and settings for creating a Trigger Upsell and a Cart Range Upsell (described above).

This upsell will display if there is no other relevant upsell to display.

Tip: If you have a lot of repeat customers, you may want to add a variety of products to the “Catch-All Upsell” and set the product display setting to “Show products at random” so that returning customers are likely to see different products each time. Note that, in many cases, lower priced upsells work best because it seems like less money relative to the other item(s) the customer is purchasing.

3. Settings

You can control the look and feel of the pop-ups, as well as the behavior of the pop-ups by navigating to the pop-up settings page. This page is can be reached by clicking the “Settings” tab at the top of the app and then selecting the “Pop-up Settings” tab.

These settings control the appearance of the pop-up.

In the “Look & Feel” section, you can adjust the text that appears in the pop-up. The default text has proven to convert well and thus the default text works fine, but you are welcome to experiment. These settings are also helpful if your store is not in english. Simply change the display text to your store’s language.

The color options adjust the colors within the app, and the font options adjust the font within the app.

These settings adjust the behavior of the pop-up as well as the time zone.

The settings under “Configuration” adjust the time zone (for scheduling upsells) and the behavior of the app.

The “When to trigger the upsell pop-up” option controls when the pop-up will show to customers. “When checking out” has proven to work best in most cases.

The option “If there are multiple upsells found for the same trigger product or cart range, which upsell should be shown to the customer?” allows you to control which upsell will trigger when there are multiple applicable upsells. “The upsell with the most conversions” is the recommended option.

The option “How many upsells should be shown to each customer?” controls how many times a customer will see an upsell. “Show only one upsell per customer (per cart)” is the recommended option, as it preserves the customer experience.

The last option (“Only show an upsell to the same customer every X minutes”) allows you to input a time to prevent an upsell from showing to a customer more frequently that you would like it to.

4. Analytics

The homepage/dashboard displays a number of useful analytics related to your upsells.

Sample display of upsell analytics in the app dashboard.

Here are definitions for each of the major analytics:

  • Impressions: the number of times an upsell was displayed to a customer
  • Revenue: how much revenue upsells have generated (calculated based on the revenue from the product added from the upsell pop-up)
  • Conversions: how many times an upsell product was purchased from the pop-up
  • Conversion Rate: conversions divided by impressions (converted to a percentage)

5. A/B Testing

Easy Upsell allows you to create A/B tests in order to test any aspect of an upsell (headline, description, products, and upsell settings).

To create an A/B test, navigate to the homepage/dashboard of the app and find the upsell that you want to A/B test under “All Upsells”. Click the arrow next to “Edit” and then select “AB Testing (Duplicate)”.

This will duplicate the upsell and then you can change any aspects of the upsell that you would like to test. Once you have made the changes, click “Update” and the variation will appear in the dashboard with (AB Test) and two arrows displayed after it.

Once you have enough data from the A/B test to determine a winner, simply “disable” the loser to end the test.

Tip: Only test one aspect of of an upsell at a time so you can easily determine which factor is leading to better or worse performance.

6. Offering Discounted Upsells

Limitations with the BigCommerce API prevent the ability to create exclusive discounts within the Easy Upsell app. However, setting a “sale price” on an item in BigCommerce will cause it to be displayed in the upsell pop-up with the original price crossed out.

Therefore, you have two options for offering a discount on a product in the upsell.

The first option is to simply discount the product in your store for everyone and promote the discount in the upsell pop-up.

The second option, if you want to make the discount more exclusive, is to create a new product in BigCommerce and don’t add it to any visible categories on the site. Make sure that you set the sale price and MSRP on the product. You can name it something generic that people will not search on your site. Then, when you add the product to an upsell, you can change the display name in the upsell to whatever you want to display to customers.

These products each have a sale price set in BigCommerce and thus display the MSRP crossed out alongside the sale price.