The short answer is yes, automation absolutely can improve upsell conversion rates, and we expect to see even greater gains as technology matures. Australian SMEs are often time-poor, meaning personalised upsell attempts fall by the wayside. Automation doesn’t replace personalisation entirely, but it allows us to scale effective strategies and reach more customers with relevant offers.

For too long, upselling has been seen as a ‘hard sell’ tactic. Modern consumers respond better to offers that genuinely add value to their initial purchase. Automation allows us to deliver these value-adds at the right time, based on customer behaviour. Think beyond simply suggesting a ‘premium’ version. It’s about anticipating needs and offering complementary products or services.

Here are a few key ways we’re seeing automation impact upsell success:

• Behavioural Triggered Emails: Instead of generic post-purchase emails, automation lets us send offers based on what a customer *actually* bought. Someone purchasing running shoes might receive an email suggesting performance socks or a fitness tracker.
• Personalised Product Recommendations: Website pop-ups or in-app messages can suggest relevant upsells based on browsing history. This is particularly effective for repeat visitors.
• Order Bump Technology: During the checkout process, a relevant, low-cost item can be offered as an ‘add-on’. This is a simple way to increase average order value without disrupting the customer journey.
• Lifecycle Upselling: As customers progress through their relationship with your business, automation can deliver increasingly sophisticated upsell offers. A first-time buyer might receive a discount on a related product, while a loyal customer could be offered access to an exclusive service.

Looking ahead to 2026 and 2027, we anticipate even more sophisticated automation tools becoming accessible to SMEs. Artificial intelligence will play a larger role in predicting customer needs and tailoring offers in real-time. However, the core principle remains the same: focus on providing genuine value. Don’t just try to sell more; help your customers get more from their initial purchase.

If you’re not already exploring upsell automation, now is the time to start. Begin by mapping out your customer journey and identifying opportunities to add value at each touchpoint. A small pilot program, focusing on a single product or service, is a great way to test and refine your approach before a full rollout.