The Upsell/cross-sell product campaign lets you highlight exclusive products or deals inside Customer portal, so subscribers can add them to their upcoming orders or active subscriptions. It is a way to increase Average Order Value and promote new or limited-edition products without relying only on email. This article covers why to use it, how to set it up, the subscriber experience, and the templates Loop provides to get started.
Why use upsell/cross-sell campaigns
Upsell and cross-sell campaigns help you reach subscribers at the moment they are most engaged with your brand: inside their customer portal managing their subscription. Instead of competing for attention in a crowded inbox, you promote products directly where subscribers are already taking action.
Key benefits:
Increase average order value: Add relevant products to subscriber orders without asking them to start a new checkout.
Drive product discovery: Showcase new launches or limited-edition products to an already-engaged audience.
Reduce email dependency: Promote offers inside customer portal instead of relying only on email open rates.
Flexible placement: Run offers through customer portal banners, email and SMS via Klaviyo, or both channels at once.
When to use this campaign
This campaign works best in the following situations:
You are launching a new product and want existing subscribers to try it first.
You are offering an early-access or subscriber-only deal that needs to feel exclusive.
You are clearing inventory on select SKUs and want to promote them to an engaged audience.
You want to cross-sell complementary products to subscribers based on their current subscription.
Key features
Customer portal banners
Customer portal banners are a discovery channel that lets you showcase live offers directly inside the portal where subscribers manage their subscription. Subscribers can view and engage with ongoing campaigns the moment they land on the portal.
When a subscriber clicks the banner, an offer drawer opens inside the portal so they can explore the offer and accept it. Once accepted, the campaign is marked as completed and removed for that subscription. If multiple campaigns apply to the same subscriber, they can swipe through the available banners.
To customize banner styling, navigate to Loop admin > Customer portal > Themes > Your theme > Customize > Layout > Subscription details page > Campaign banner.
Limited-time offers
Every campaign runs for a limited time based on the start and end dates you set. This creates urgency and encourages subscribers to act before the offer expires.
Once the campaign expires, the banner disappears automatically from customer portal. Any expired link shared through email or SMS will redirect subscribers to the portal, but the offer drawer will not open.
Note: All campaign types are limited-time only. You can run a campaign for up to two months, calculated as the difference between the start and end dates.
Campaign templates
To help you get started, Loop provides ready-made templates for common use cases:
New product launch: Announce and sell new products to existing subscribers.
Exclusive subscriber offer: Offer early access or subscriber-only deals.
Stock clearance: Clear inventory by promoting select SKUs to your subscriber base.
Schedule campaigns
You can schedule a campaign to go live at a future date and time instead of starting it immediately. This removes the need to manually turn on campaigns at the exact moment an offer begins, which is useful for flash sales or time-zone-specific launches.
How to create an Upsell/Cross-sell campaign
Navigate to Loop admin > Campaigns > Create campaign, then select Upsell/cross-sell product. Add an internal name so you can identify the campaign later.
Select audience
Choose which subscriptions should see the offer:
All active subscriptions: The campaign applies to every active subscription in your account.
Specific subscriptions: Filter by conditions such as frequency, product, or customer tags to target a subset.
Select channel
Choose where the offer will be displayed to subscribers:
Customer portal banner.
Email or SMS through Klaviyo or other integrations.
Both customer portal and email or SMS.
Select product
Choose the product you want to promote as an upsell or cross-sell. This is the product subscribers will see in the offer drawer when they click the banner.
Add banner images
Upload banner creatives for both desktop and mobile so the campaign looks right on every device:
Desktop banner: recommended 3912 × 964 px.
Mobile banner: recommended 2000 × 960 px.
Customize offer texts
Edit the button labels and success messages that subscribers will see in the offer drawer. You can customize the offer details text, the accept offer button, the decline offer button, and the success message shown after completion.
Set timeline
Add the start and end dates that define how long the campaign runs. The campaign will only be visible to subscribers during this window.
Notify via email (optional)
Enter an email address to receive alerts when subscribers complete the campaign action. This helps your team monitor adoption in real time.
Once all the fields are filled in, click Save to launch your campaign.
Customer experience
When a subscriber clicks the banner:
An offer drawer opens with the product details.
They can choose to Add as subscription product to include it in recurring orders.
They can choose to Add as one-time add-on to include it in the next order only.
Once the subscriber completes the action, a success message confirms the product was added and the campaign disappears from their view.
Performance tracking
Track campaign results by navigating to Loop admin > Campaigns. You can review the following metrics for each swap campaign:
Audience: Total subscriptions targeted by the campaign.
Clicks: Subscribers who opened the swap drawer.
Completion rate: Successful product swaps.
Use these insights to measure acceptance rate and refine your replacement strategy over time.
Need help?
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If you have any questions or need assistance, feel free to email us at [email protected] or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂