eCommerce Upselling Guide From 9 Figure Brands

Done right, upselling boosts your average order value (AOV) without much extra effort.

This guide breaks down exactly how to use upselling to your advantage. We’ll cover what it is, why it matters, proven strategies, and the tools that make it easy.

Here’s what we’ll cover:

• What is ecommerce upselling?
• Key benefits of upselling for your business
• Effective upselling strategies you can use today
• Tools to streamline and scale your upselling efforts

PS., Want to make upselling sound less like a sales pitch and more like a helpful suggestion? TxtCart’s conversational AI sends your customers eerily human-sounding SMS upsell offers along with the capacity to handle customer questions like a real life sales rep – keep reading to peep it in action 😉.

What is eCommerce Upselling?

Ecommerce upselling is a sales strategy where an ecommerce store recommends higher-priced or premium versions of products to customers during the shopping process. While basic upselling focuses on upgrades, effective ecommerce upselling requires specific techniques and timing to avoid hurting conversion rates.

Upselling vs. Cross-selling

Upselling persuades customers to buy a higher-priced version of their chosen product, while cross-selling recommends related or complementary items. Though both boost average order value, they differ in implementation and success rates. The key is knowing which strategy works best for specific products and customer behaviors.

Here’s a quick table summarizing the key differences:

Both upselling and cross-selling are valuable strategies for increasing revenue. The key is to use them strategically and offer relevant suggestions that truly benefit the customer.

Why You Can’t Sleep on Upselling in eCommerce

Upselling isn’t just about making a quick buck; it’s a smart business strategy with long-term advantages. Let’s look at some key benefits:

• Increases Average Order Value (AOV): Accenture’s research found that upselling can lead to a revenue increase of 10-30%. This is the most obvious benefit. By persuading customers to buy a higher-value item, you naturally increase the average amount they spend per transaction. It’s simple math: higher prices = higher AOV.
• Reduces Customer Acquisition Costs: Getting more value from existing customers through upselling costs 5-7x less than acquiring new ones. Your marketing dollars stretch further when you focus on increasing initial purchase value.
• Boosts Profit Margins: Premium products often carry higher profit margins. When customers upgrade, you’re not just increasing revenue – you’re amplifying your bottom-line impact.
• Creates Purchase Momentum: Customers who say “yes” to an upsell are more likely to buy again within 30, 60, and 90 days. That first upgrade creates a psychological opening for future purchases.

Different Ways to Upsell eCommerce Products

• Premium Product Versions – Show customers an upgraded version of what they’re viewing. This works best when you clearly highlight the added benefits. Think Nike offering their premium running shoes right next to the base model, with a quick-scan comparison of extra features.
• Product Bundles – Package related items together at a slight discount. Your customers save money while spending more – a win-win. Like when Apple offers AirPods + AppleCare + charging case as a bundle.
• SMS Personalization – Use text messaging to send targeted upgrade offers based on previous purchases. SMS apps like TxtCart start eerily human-like conversations to boost upsell acceptance rates by maintaining natural dialogue. When a customer texts about their order status, the AI smoothly introduces relevant premium options based on their buying history.

• Smart Timing Upgrades – Leverage data to offer upgrades when customers are most receptive. TxtCart’s timezone-aware scheduling ensures your premium offers land at the right moment. Their data shows that perfectly timed SMS upgrades convert up to 3x better than random sends.
• Post-Purchase Conversations – Start value-driven chats after checkout through SMS. Modern platforms can check satisfaction levels and organically introduce premium features or complementary products that enhance their purchase.
• Automated Recovery Upsells – Cart abandonment? Turn it into an opportunity. Smart SMS platforms analyze cart contents and automatically recommend relevant premium alternatives. TxtCart users report that personalized recovery messages with targeted upgrades recover 25% more revenue than standard reminders.
• AI-Powered Recommendations – Use purchase history and browsing data to suggest personalized upgrades. The most effective systems combine data analysis with natural conversation, making recommendations feel like helpful suggestions rather than sales pitches.

Read Next: How to Send Personalized Text Messages That Sell

How to do eCommerce Upselling Right (Best Practices)

Now that we know why upselling is so important, let’s talk about how to do it right. Here are some key best practices to keep your upselling efforts on point:

1. Personalize Your Offers

Forget the one-size-fits-all approach. Generic upsells are about as effective as offering a steak to a vegetarian. The key is understanding your customers and tailoring your offers to their individual needs and preferences.

This shows you’re paying attention and value their business.

Why is someone buying a particular product? What problem are they trying to solve? What are their interests? Use this information to craft relevant upsell suggestions.

For example: A customer buys hiking boots. Upsell them to:

• A premium pair of hiking boots with Gore-Tex waterproofing for better durability and comfort.
• Hiking boots with advanced features like Vibram soles for enhanced traction on rugged terrain.

These are relevant upgrades that enhance their hiking experience.

TxtCart’s conversational AI takes personalization beyond basic variables. It analyzes order history and customer interactions to craft natural, contextual upsells.

Here are some examples:

Plus, with our powerful segmentation tools, you can create hyper-targeted upselling campaigns based on:

• Purchase history: Track what makes your customers reach for their wallets. Their buying patterns tell us exactly what they love – from product categories to spending comfort zones. We spot the premium shoppers and match them with perfect upgrades.
• Engagement levels: Watch how fast customers open your messages and click your links. These engagement signals show us who’s ready for premium offers. The data’s clear: quick responders are 3x more likely to say yes to upgrades.

That brings us to another note…

2. When to Strike with Upsells

An abandoned cart signals buying hesitation. It’s not the time to suggest pricier options. Instead, these moments are your golden opportunities for upselling:

1) Pre-Purchase Research Phase

Your customer is actively comparing options. Their wallet is open, but their mind isn’t made up. This is when upgrade suggestions land best:

• While browsing product variants
• During feature comparison
• When reading reviews
• In live chat product questions

2) Active Shopping Cart

They’re in buying mode with clear purchase intent. Smart upsells here feel helpful, not pushy:

• During checkout process
• While reviewing cart contents
• When applying discount codes
• Before payment confirmation

Pro tip: Save abandoned cart recovery for pure conversion focus. Send price alerts, reminders, or small incentives to complete the original purchase.

3) Post-Purchase Sweet Spot

After a successful first purchase, when satisfaction is high:

• Order confirmation phase
• Shipping notification timing
• Product arrival window
• Positive review submission

Need to automate these timing triggers? Tools like TxtCart can spot these natural upsell moments based on customer behavior and maintain helpful conversation flow without the hard sell.

3. Use Social Proof and Value-Driven Messaging

People trust what other people say. It’s human nature. This is where social proof comes in. When you’re trying to upsell, showing customers that others have had a positive experience with the upgraded product can be hugely influential.

Here’s how to use it effectively:

• Product Ratings and Reviews: Highlight positive reviews or high ratings for the upgraded product. This builds trust and shows customers that the upgrade is worth the extra cost. “4.8 stars out of 5? Sounds good to me.”
• Exclusive Benefits: Focus on the added value the upgrade provides. What extra features or benefits will the customer get? Make it clear why the upgrade is a smart investment. Example: “Upgrade to the premium version and get access to exclusive content and priority support.”

It’s not enough to just say, “This is better.” You need to show why. Focus on the value the customer will receive. What problem does the upgrade solve? How will it improve their experience?

Steal These eCommerce Upselling Strategies

Let’s explore some additional best practices that can significantly improve your upselling success:

• Offer a Side-by-Side Comparison: Sometimes, the best way to show the value of an upgrade is to present a clear comparison. Create a simple chart or table that highlights the key differences between the original product and the upgraded version. This allows customers to easily see the added benefits and make an informed decision.
• Present Reasonable Alternatives: Don’t jump from the cheapest option to the most expensive one. Offer upgrades that are a reasonable step up in price and features. This makes the upsell feel more attainable and less like a hard sell.
• Show a More Popular Option: People tend to follow the crowd. If you have an upgraded product that’s particularly popular, highlight that fact. Use phrases like “Customer Favorite” or “Best Seller” to encourage customers to consider it. This taps into the power of social proof.
• Offer Discounts and Specials While Upselling: A small discount or special offer can be a powerful incentive to upgrade. Consider offering free shipping, a bundled discount, or a limited-time promotion to sweeten the deal. This creates a sense of urgency and encourages customers to act now.
• Target Repeat Customers: Your most loyal customers are often the most receptive to upsells. They’ve already had a positive experience with your brand, making them more likely to trust your recommendations.
  • Pro tip: Segment your repeat customers and create exclusive upsell offers just for them. This makes them feel valued and strengthens their loyalty.
• Always A/B Test:Never assume you know what will work best. Always test different upselling or cross-selling strategies, messaging, and timing to see what resonates most with your audience. A/B testing allows you to optimize your upselling efforts and maximize your results.
  • With TxtCart, you can easily A/B test different SMS messages andsend times and even offer variations to see what drives the highest conversions. This lets you make data-driven decisions and constantly improve your upselling performance.

These additional best practices, combined with the strategies we’ve already discussed, will give you a strong foundation for creating effective and profitable upselling campaigns.

Read Next: 8 Hacks to Increase Your Ecommerce Sales Today (Easily)

eCommerce Tools to Enhance Upselling

Implementing effective upselling strategies requires the right upselling tools. Luckily, there are plenty of options available to help ecommerce merchants boost their sales. Here are a few key tools to consider:

TxtCart: Best SMS Upselling Solution for Shopify

For Shopify merchants looking for a powerful upselling channel, Txtcart is one of the best SMS apps for Shopify out there. We go beyond basic pop-ups and email marketing by enabling conversational SMS marketing. This allows you to engage customers in real-time, providing personalized upsell offers that feel natural and engaging.

Read next: The SMS Marketing Master Calendar for 2025

Here’s how Txtcart helps you maximize upsell opportunities:

• Conversational SMS Marketing: Engage customers in two-way conversations, making upselling feel less like a sales pitch and more like a helpful suggestion.
• Real-Time Engagement: Reach customers at critical moments in their buying customer journey, such as abandoned carts or post-purchase.
• AI-Driven Insights: Use powerful analytics to understand customer behavior and optimize your upselling campaigns for maximum ROI.
• 10x ROI Guarantee: We’re so confident in our platform that we offer a 10x ROI guarantee. This shows our commitment to helping you succeed. (Must have 10k visitors/mo or more, Growth plan or higher)
• Performance-Based Plans: Our performance-based plans mean you only pay when you see results. No contracts or minimums.

Txtcart is a complete solution for building stronger customer relationships and driving significant revenue growth.

Other Upselling Tools

While Txtcart offers a comprehensive and innovative approach to upselling, here are a few other tools you might consider:

• For Post-Purchase Magic
  • CartHook: Creates post-purchase upsell funnels specifically for Shopify stores.
  • ReBuy: Uses consumer data to drive product discovery and boost AOV
  For Smart Recommendations
  • Bloomreach: Advanced search-based product suggestions using customer intent
  • Algolia: Developer-friendly platform for building custom recommendation engines
  For Customer Service Upsells
  • Gorgias: Turns support convos into sales with built-in purchase history
  • Disco: Unique post-purchase partner brand recommendations
  For Checkout Optimization
  • Bold Commerce: Powers dynamic checkout upsells and subscription offers
  • LimeSpot: Focuses on personalized recommendations to boost transaction size

While these other tools offer some upselling features, Txtcart’s focus on conversational SMS marketing, AI-driven insights, and performance-based plans makes it a truly unique and powerful solution for Shopify merchants looking to maximize their upselling potential.

Must Read: 15+ Must-have Shopify Apps to Skyrocket Your Sales

Upselling Examples for Ecommerce Success

Let’s look at some real-world examples of upselling strategies used by successful ecommerce brands. These examples will give you actionable ideas you can implement in your own business:

• Subscription Upsell with Free Shipping Threshold (MeUndies): MeUndies combines a subscription offer with a free shipping incentive on their cart page. Customers immediately see the discount applied to their cart for subscribing, along with the added perks of free shipping and returns. This approach targets customers looking for both value and convenience, encouraging them to commit to a recurring purchase.

• “Buy One, Get X% Off Another” Upsell with Free Shipping Progress Bar (Glossier): Glossier uses its cart drawer to offer a discount when customers buy two of the same item. This incentivizes a higher basket value and is paired with a free shipping progress bar, visually motivating customers to spend a little more to unlock free shipping. This is a non-intrusive way to encourage increased spending.

• Cart Page Upsell with Discount for Adding Another Item (Warby Parker): On their cart page, Warby Parker offers a discount (e.g., 15% off) if customers add another pair of frames to their order. This “buy more, save more” approach encourages customers to purchase multiple items, increasing the average order value.

• Product Bundling Upsell (Brooklinen): Brooklinen displays product bundles on their category product pages, enticing customers to purchase a complete set of items (e.g., sheets). These bundles are offered at a discounted price compared to buying each item individually, encouraging customers to purchase more at once.

• Pop-up Upsell with Product Insurance (Living Spaces): Living Spaces uses click-triggered pop-ups to offer product insurance when a customer adds an item to their cart. This is particularly effective for high-value items where customers are more likely to consider protection.

• Free Shipping Threshold Upsell (Native): Native displays a free shipping progress bar on their cart page, clearly showing customers how much more they need to spend to unlock free shipping. This motivates customers to add more items to their cart to reach the threshold and avoid shipping costs.

Measuring The Success of Upselling Efforts

You’ve implemented your cross-selling and upselling techniques—now it’s time to measure their impact. Tracking the right metrics is essential for understanding what’s working and what’s not and how to optimize your upselling and cross-selling efforts. Here are some key metrics to monitor:

• Average Order Value (AOV): This is the most direct measure of upselling success. A higher AOV indicates that your upselling efforts are effectively persuading customers to spend more per transaction. Track this metric closely to see how your AOV changes over time.
• Conversion Rates: Monitor the conversion rates of your upsell offers. This tells you how effectively you’re persuading customers to upgrade. A low conversion rate might indicate that your offers aren’t relevant or compelling enough.
• Revenue Per Customer (RPC): This metric measures the total revenue generated from each customer over a specific period. Upselling can significantly increase RPC by encouraging repeat purchases and higher-value transactions.
• Upsell Acceptance Rate: This metric specifically measures how often customers accept your upsell offers. A higher acceptance rate indicates that your offers are resonating with your audience.

Txtcart provides comprehensive analytics that give you valuable insights into your upselling performance. Our Campaign & Revenue Analytics dashboard lets you:

• Track Revenue from Campaigns: See exactly how much revenue is being generated from your upselling campaigns. This allows you to measure the direct ROI of your efforts.
• Analyze Subscriber Behavior: Understand how your subscribers are responding to your upsell offers. This data can help you refine your messaging and targeting.
• Identify Top-Performing Products: See which products are most effective for upselling. This allows you to focus your efforts on the most profitable opportunities.

With Txtcart’s analytics, you’re not just guessing; you’re making data-driven decisions. This is essential for optimizing your upselling strategies and maximizing your results. By continuously monitoring these metrics and using Txtcart’s insights, you can ensure that your upselling efforts are driving real and measurable business growth.

TxtCart Brings Irresistible Upsells to Your Customer’s Phone

Upselling is a smart way to boost revenue, build loyalty, and improve the customer experience. By focusing on personalization, timing, value, and smart automation, you can create upselling campaigns that are effective and profitable. Remember, it’s about offering real value to your customers, not just pushing higher-priced items.

Here are some key takeaways to remember:

• Personalize your offers to resonate with individual customer needs.
• Time your upsells strategically for maximum impact.
• Use social proof and value-driven messaging to build trust.
• Leverage automation to scale your efforts and save time.
• Track key metrics to measure your success and optimize your strategy.

Want to make upselling even easier and more personal? Txtcart lets you connect with customers through two-way SMS conversations, making those upgrade offers feel less like a sales pitch and more like a helpful suggestion. It’s a smart way to start conversations, build relationships, and drive serious results. Plus, with our performance-based plans, you only pay when you see those results.

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