10 Best Cross Selling and Upsell Templates for Customer Service Success

Cross-selling and upselling are like the bread and butter of ecommerce. When done right, they can transform a casual shopper into a loyal customer. But here’s the kicker: not every cross-sell or upsell attempt hits the mark. To make it work, especially in the dynamic world of DTC brands, you need a solid strategy and some killer templates. That’s right—templates that can help your customer service team offer value-driven suggestions without sounding like a pushy salesperson.

In this post, we're going to explore ten of the best cross-sell and upsell templates that can help your ecommerce brand enhance customer experience and increase revenue. We’ll break down each template with practical examples and tips on how to implement them effectively. So, whether you're a founder or a CX leader, this guide will equip you with the tools to drive meaningful interactions and boost sales. Ready to dive in? Let’s get started.

1. The “Frequently Bought Together” Template

Think about your own shopping experiences. How often have you added an item to your cart, only to see a suggestion for something else that complements it perfectly? That’s the magic of the “Frequently Bought Together” strategy. It’s simple, effective, and doesn’t require a hard sell.

Here’s how it works: When a customer is about to check out with an item, offer them a bundle of products that are often purchased together. For example, if someone is buying a camera, suggest a memory card and a camera case. This template is especially effective because it leverages past customer behavior to predict what current customers might need.

To implement this template, start by analyzing your sales data to identify which products are commonly purchased together. Then, create bundles or suggestions that are visible at the checkout page or within the shopping cart. The key is to make the suggestion feel natural and helpful, not forced.

• Benefits: Increases average order value, enhances customer satisfaction by providing convenience.
• Implementation: Use ecommerce platforms or plugins that support product bundling and recommendation engines.
• Example: “Customers who bought this camera also purchased these accessories: [Product 1], [Product 2]. Add them to your cart for a complete set!”

2. The “Limited-Time Offer” Template

Everyone loves a good deal, especially when it feels exclusive. The “Limited-Time Offer” template plays on this by creating a sense of urgency. This is a classic upsell technique that can encourage customers to make a purchase decision more quickly.

Imagine a customer has added a pair of shoes to their cart. You could present an upsell like this: “Get 20% off these premium insoles if you purchase within the next 30 minutes!” This not only offers additional value but also taps into the fear of missing out, which can be a powerful motivator.

To make this template work, ensure that the offer is genuinely time-limited and that it’s relevant to the customer’s interests. Transparency is key—customers should feel they’re getting a real deal, not being manipulated.

• Benefits: Increases urgency and drives quick purchase decisions, boosts order value.
• Implementation: Use countdown timers on product pages or at checkout to highlight the limited-time nature of the offer.
• Example: “Add a pair of socks to your order and save 10%! Hurry, this offer ends in 20 minutes.”

3. The “Personalized Recommendation” Template

In a world where personalization is king, tailoring your cross-sell and upsell suggestions to individual customers can dramatically improve your success rate. The “Personalized Recommendation” template uses customer data to suggest products based on past purchases, browsing behavior, and preferences.

A customer who often buys organic skincare might appreciate a recommendation for a new organic face mask. The beauty of this approach is its ability to make customers feel understood and valued, increasing the likelihood of a purchase.

To execute this template, leverage customer data from your CRM or ecommerce platform to create personalized recommendations. This could be done via email, on the website, or through customer service interactions.

• Benefits: Enhances customer satisfaction, builds loyalty, and increases conversion rates.
• Implementation: Use AI-driven tools to analyze data and automate personalized recommendations.
• Example: “We noticed you love our organic skincare range. Check out this new face mask that complements your previous purchases!”

4. The “Customer Loyalty” Template

Loyalty is a powerful thing, and rewarding your repeat customers can lead to long-term benefits. The “Customer Loyalty” template is about recognizing and rewarding your most valuable customers by offering them exclusive deals or first dibs on new products.

Consider a customer who’s been with you for years. You could offer them an exclusive discount on a new product line or invite them to a special preview sale. This not only encourages them to make a purchase but also deepens their connection with your brand.

Implementing this template involves identifying your loyal customers (often through a loyalty program) and creating targeted offers that make them feel special and appreciated.

• Benefits: Strengthens customer relationships, encourages repeat purchases, boosts lifetime value.
• Implementation: Use loyalty programs and CRM data to identify and target loyal customers with exclusive offers.
• Example: “As a thank you for being a loyal customer, enjoy an exclusive 15% discount on our new arrivals!”

5. The “Value Bundle” Template

Offering value is at the heart of any successful upsell strategy. The “Value Bundle” template combines related items at a discounted rate, encouraging customers to spend a little more to get a lot more.

Imagine a customer buying a fitness tracker. You could offer a bundle that includes the tracker, a strap, and a charger at a 10% discount. This not only sweetens the deal but also provides convenience to the customer by offering everything they need in one go.

To create effective value bundles, group products that naturally complement each other, and ensure the discount is enticing enough to encourage an upgrade.

• Benefits: Increases average order value, provides convenience, and enhances customer satisfaction.
• Implementation: Use your ecommerce platform to create and promote bundles on product pages and at checkout.
• Example: “Upgrade to our complete fitness package and save 15% today!”

6. The “Customer Feedback” Template

Who knows your products better than your customers? The “Customer Feedback” template leverages reviews and testimonials to suggest products that others have loved. This strategy is all about building trust through social proof.

For instance, if a customer is eyeing a particular jacket, you could highlight that 90% of buyers also loved a specific hat that pairs well with it. This suggestion feels less like a sales pitch and more like a friendly recommendation.

To implement this template, integrate customer reviews into your product pages and use them to inform your cross-sell and upsell recommendations. Highlight popular items and customer favorites to guide buying decisions.

• Benefits: Builds trust, leverages social proof, increases conversion rates.
• Implementation: Use review plugins or platforms that allow you to showcase customer feedback alongside product suggestions.
• Example: “Customers who loved this jacket gave high marks to this hat. Check it out!”

7. The “After-Sale Recommendation” Template

Just because a sale is complete doesn’t mean the opportunity to upsell has passed. The “After-Sale Recommendation” template focuses on post-purchase communication to suggest additional products that enhance the customer’s recent purchase.

Imagine a customer who just bought a coffee machine. You could follow up with an email suggesting premium coffee beans or a stylish mug. This approach keeps the conversation going and provides ongoing value to the customer.

To make this work, ensure your follow-up communications are timely and relevant. Use purchase data to tailor your recommendations and offer enticing reasons to return to your store.

• Benefits: Encourages repeat purchases, enhances customer satisfaction, builds ongoing relationships.
• Implementation: Use automated email workflows to send personalized recommendations after a sale.
• Example: “Loved your new coffee machine? Try our artisan coffee blends to make the perfect brew!”

8. The “Subscription Upsell” Template

Subscriptions are a fantastic way to ensure recurring revenue, and the “Subscription Upsell” template is designed to convert one-time buyers into subscribers. This approach works best for consumable products or services that customers need regularly.

For example, if a customer buys a skincare product, offer them a subscription for a monthly supply at a reduced rate. This not only locks in future sales but also offers convenience to the customer, knowing they won’t run out of their favorite product.

To implement this template, clearly communicate the benefits of subscribing, such as savings, convenience, and exclusive perks. Make the subscription option visible and easy to select at checkout.

• Benefits: Secures recurring revenue, enhances customer loyalty, provides convenience.
• Implementation: Use subscription management tools to offer and manage product subscriptions.
• Example: “Never run out of your favorite moisturizer! Subscribe now and save 10% on every order.”

9. The “Limited Edition” Template

Exclusivity can be a powerful motivator. The “Limited Edition” template uses scarcity to drive upsell opportunities, offering customers something unique and temporary.

Picture a customer browsing through your latest collection. You can highlight a limited edition item that's only available for a short time. This not only creates urgency but also offers the customer something special that they can't get elsewhere.

To implement this template, ensure the limited-edition items are prominently displayed and clearly marked as exclusive. Use scarcity marketing techniques to emphasize their temporary availability.

• Benefits: Creates urgency, boosts sales, enhances brand perception.
• Implementation: Use your ecommerce platform to highlight limited edition items and their unique features.
• Example: “Don’t miss out on our limited edition sneakers! Once they’re gone, they’re gone for good.”

10. The “Customer Service Interaction” Template

Your customer service team is on the front lines of customer interaction, making them an invaluable resource for cross-selling and upselling. The “Customer Service Interaction” template empowers your team to make personalized recommendations during customer interactions.

For instance, if a customer calls in with a question about a product, the representative could suggest an accessory or related item that complements their purchase. This not only provides additional value but also enhances the customer experience by showing that your team is knowledgeable and helpful.

To implement this template effectively, train your customer service team to listen for cues and identify opportunities to suggest relevant products. Provide them with scripts and guidelines, but encourage them to personalize their approach based on the customer’s needs.

• Benefits: Enhances customer experience, increases sales through personalized interactions, builds brand loyalty.
• Implementation: Provide training and resources to your customer service team to identify and act on cross-sell and upsell opportunities.
• Example: “I see you’re interested in this product. Many customers also find this complementary item useful. Would you like to know more about it?”

Final Thoughts

Cross-selling and upselling aren’t just about increasing sales; they’re about enhancing the customer experience, adding value, and building long-term relationships with your customers. By using these templates effectively, you can transform your ecommerce interactions into powerful opportunities for growth.

For fast-growing Shopify brands looking for a simple yet effective way to manage customer interactions, Fullcourt offers a comprehensive solution. Fullcourt combines all essential tools in one intuitive platform, including a shared team inbox, self-service live chat, and an AI customer support assistant. It’s the perfect partner for brands aiming to scale their customer support without the complexity and cost of traditional helpdesks.