Introduction

The Email Communication System in Customer History for WooCommerce allows you to send personalized emails directly to your customers from within the WordPress admin panel. This powerful feature eliminates the need for external email marketing tools for targeted, one-to-one customer communication.

Whether you’re following up on a purchase, responding to customer inquiries, promoting special offers, or re-engaging inactive customers, the email system provides a streamlined interface with full customer context at your fingertips.

Accessing Email Features

There are two primary ways to access the email communication system:

Method 1: From Customer Details Page

  1. Navigate to Customer History → Customers & Users
  2. Find the customer you want to email
  3. Click the View button to open their details
  4. Click the Send Email button in the customer information panel

Method 2: From Customer List

  1. Go to Customer History → Customers & Users
  2. Hover over a customer row
  3. Click the Email quick action link
Pro Tip

Sending emails from the Customer Details page is recommended because you can review the customer’s purchase history, browsing behavior, and personal information before composing your message.

Composing Emails

The email composition interface includes several key elements:

Email Form Fields

TO Field

The recipient’s email address is automatically populated from the customer’s account information. This field is read-only to ensure emails are sent to the correct address.

SUBJECT Field

Enter a clear, compelling subject line that:

  • Accurately describes the email content
  • Encourages the recipient to open the email
  • Avoids spam trigger words
  • Keeps it under 50 characters when possible
MESSAGE Field

A rich text editor with formatting options including:

  • Bold (B): Emphasize important text
  • Italic (I): Add subtle emphasis
  • Underline (U): Highlight key points
  • Quotes: Include customer testimonials or references
  • Ordered Lists: Create numbered steps or sequences
  • Unordered Lists (Numbered list): Bulleted items
  • Alignment: Left, center, right alignment options
  • Undo/Redo: Revert or restore changes
  • Links: Add clickable URLs to products or pages
  • Full Screen: Expand editor for easier writing

Customer Information Panel

The right sidebar displays customer details for reference:

  • Profile picture
  • User ID and name
  • Username and email
  • Country/region and website
  • Quick links to customer details and edit user
Best Practice

Always review the customer information panel before sending. Understanding their purchase history and preferences helps you write more relevant, personalized messages.

Email Templates

While the plugin doesn’t include pre-built templates, you can create your own reusable email templates. Here are effective templates for common scenarios:

Welcome Email Template

Subject: Welcome to [Your Store Name]!

Hi [Customer Name],

Thank you for joining our community! We're thrilled to have you.

As a welcome gift, here's a special discount code just for you: WELCOME10

Use it on your first order to get 10% off any product in our store.

If you have any questions, feel free to reply to this email. We're here to help!

Best regards,
[Your Name]
[Your Store Name]

Order Follow-Up Template

Subject: How are you enjoying your [Product Name]?

Hi [Customer Name],

I hope you're enjoying your recent purchase of [Product Name]!

We'd love to hear your feedback. Would you mind taking a moment to leave a review?

[Link to Review Page]

As a thank you, we'll send you a 15% discount code for your next order once you submit your review.

Thanks for being an awesome customer!

Best,
[Your Name]

Re-Engagement Template

Subject: We miss you! Here's 20% off to welcome you back

Hi [Customer Name],

We noticed it's been a while since your last visit, and we wanted to reach out!

We've added lots of new products that we think you'll love, and we'd like to offer you 20% off your next order.

Use code: COMEBACK20

[Shop Now Button]

Looking forward to seeing you again!

Warm regards,
[Your Name]
Template Storage

Save your templates in a text file or document for easy copy-pasting. Consider using WordPress’s built-in text snippets or a plugin like WP Code Snippets for even faster access.

Personalization

Personalized emails have significantly higher open and response rates. Here’s how to personalize effectively:

Use Customer Data

  • Name: Always address customers by their first name
  • Purchase History: Reference specific products they bought
  • Browsing Behavior: Mention products they viewed
  • Location: Include location-specific offers or references
  • Customer Tier: Acknowledge their VIP, Gold, or Platinum status

Personalization Examples

  • “We noticed you viewed our [Product Name] several times…”
  • “Since you loved [Previous Purchase], we thought you’d like…”
  • “As one of our Gold tier customers…”
  • “We have new arrivals in [Category They Browse]…”

Timing Personalization

Send emails at the right time based on customer behavior:

  • 2-3 days after purchase: Request review, suggest related products
  • 1 week after browsing: Remind about viewed products
  • 30 days of inactivity: Re-engagement campaign
  • Before product restocking: Notify waitlist customers
  • Customer’s birthday: Special birthday discount
Avoid Over-Personalization

While personalization is powerful, don’t make it creepy. Avoid referencing too many specific behaviors that might make customers uncomfortable about being tracked.

Best Practices

Writing Effective Emails

  • Keep it concise: Respect customer time with brief, clear messages
  • Single purpose: One email = one clear call to action
  • Mobile-friendly: Most emails are read on mobile devices
  • Clear CTA: Make it obvious what action you want them to take
  • Professional tone: Friendly but respectful

Legal Compliance

  • CAN-SPAM: Include your business address and unsubscribe option
  • GDPR: Only email customers who have consented
  • Honest subject lines: Never mislead with clickbait subjects
  • Identify yourself: Clearly state who you are and why you’re emailing

Response Management

  • Use a monitored email address as your “From” address
  • Respond to customer replies within 24 hours
  • Keep track of email conversations in customer notes
  • Follow up on promises made in emails

Testing

  • Send test emails to yourself first
  • Check formatting on desktop and mobile
  • Verify all links work correctly
  • Proofread for typos and grammar
  • Ensure personalization fields are correct
Important

Once you click “Send Email,” the message is sent immediately. There is no undo function. Always double-check your email before sending.

Common Use Cases

1. Product Recommendations

Based on purchase history, suggest complementary products or upgrades.

Example: Customer bought a camera → Email about lenses and camera bags

2. Abandoned Browse Recovery

Contact customers who viewed products multiple times but didn’t purchase.

Example: “We noticed you were interested in [Product]. Would a 10% discount help you decide?”

3. VIP Customer Appreciation

Thank high-value customers and offer exclusive perks.

Example: “As a Platinum customer, you get early access to our summer sale!”

4. Feedback Collection

Request reviews and testimonials from satisfied customers.

Example: “We’d love to hear about your experience with [Product]!”

5. Problem Resolution

Reach out to customers who may have had issues (refunds, complaints).

Example: “I see you requested a refund. Can we make things right?”

6. Seasonal Campaigns

Target customers based on their interests for holiday promotions.

Example: “Your favorite category is on sale this Black Friday!”

Track Results

Keep notes on which types of emails generate the best responses. Refine your approach based on what works for your specific customer base.