Create magical first moments that build instant customer connection

The moment between purchase and delivery is critical—it's when buyer's remorse sets in, excitement fades, and customers start second-guessing their decision. By staying connected during pre-arrival, you keep excitement high, set clear expectations, and prepare customers for success. This prevents returns, reduces "where's my order?" support tickets, and ensures customers are ready to get the most from your product the moment it arrives.

Polly sends personalized messages during the pre-arrival period: order confirmation excitement, preparation tips, and guidance on what to expect when the package arrives. For example, if someone ordered a blender, Polly might share a quick video on unboxing or suggest having ingredients ready for their first smoothie. These aren't tracking notifications—they're conversations that build anticipation and set customers up for a great first experience.

Polly reaches out shortly after delivery to guide customers through their first moments with your product. She can share quick-start tips, highlight key features to try first, address common first-time questions, and check that everything arrived as expected. This is when customers decide if they made the right choice—Polly ensures that critical first impression is positive and sets the foundation for long-term product success.

Many returns happen because customers don't understand how to use a product, receive something different than expected, or experience confusion during setup. Polly's pre-arrival and unboxing guidance prevents these issues by setting clear expectations, providing immediate setup help, and catching problems early when they're easiest to solve. Customers who feel supported from day one are far less likely to return products or leave negative reviews.

Yes. Polly tailors every conversation based on which specific products customers purchased, their order history (first-time vs. repeat buyer), shipping method and estimated delivery, and any preferences they've indicated. A customer ordering their first skincare product gets different guidance than someone reordering their third bottle. Polly makes every unboxing feel personalized and relevant.

• Unboxing guides: What's in the box, what to expect
• Quick-start instructions: First steps to get going immediately
• Setup tips: Common first-time questions and answers
• Product expectations: What results to expect and when
• Care from day one: Initial cleaning, charging, or prep instructions

Polly enhances your existing transactional emails rather than replacing them. Your e-commerce platform still sends order confirmations and shipping notifications. Polly adds the conversational layer—checking in with personalized tips, answering questions proactively, and building excitement beyond basic logistics. Think of your emails as "what" (order status) and Polly as "how" (guidance for success).