Attribution is not motivation
"Instagram" tells you where someone arrived from. It does not tell you which promise, review, image, recommendation, or product detail convinced them to buy.
Ask why they bought, not only where they came from.
Place a Diaform conversation link on the thank-you page or in the order-confirmation email. Customers answer by voice or text, and the AI asks contextual follow-ups about the buying trigger, hesitation, alternatives, and checkout experience.
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What a fixed post-checkout form leaves unanswered
The first response often identifies a topic. The follow-up reveals the decision, expectation, or friction behind it.
A rating hides the hesitation
A smooth checkout score can coexist with uncertainty about price, shipping, fit, or trust. A contextual follow-up can ask what almost stopped the order.
Generic praise is hard to use
A short answer such as "looks great" is not yet a customer story. Asking what stood out and why it mattered produces evidence your product and marketing teams can evaluate.
What Diaform adds to a post-purchase workflow
Diaform is the conversational research layer. Your commerce platform still owns checkout, orders, and transactional messaging.
01
Adaptive follow-up questions
The researcher can ask for the reason behind an answer, a concrete example, or the alternative the customer considered before moving on.
02
Voice or text responses
Customers choose how to answer from a browser. Voice can reduce typing friction; text remains available for anyone who prefers it.
03
A focused conversation script
Set three to five core questions about the buying trigger, hesitation, expected outcome, product choice, or checkout experience and give the AI relevant context.
04
Response analysis and transcript
Each completed response includes the original message history plus summaries, sentiment, answer confidence, and an optional notable quote when the response genuinely contains one.
05
Completion notifications in Slack
When the Slack integration and completed-conversation notification are enabled, the project can notify your team that a new response is ready to review.
06
A link that fits existing channels
Use the published conversation URL on a thank-you page, in an order-confirmation email, or in a later customer message. No native ecommerce app is required.
How to launch a post-purchase conversation
Keep the request short, explain why the feedback matters, and be explicit if a customer quote may be used later.
- 01
Create a focused project
Ask what triggered the purchase, what nearly stopped it, which alternative was considered, and what outcome the customer expects. Remove questions your team will not act on.
- 02
Preview voice and text
Try realistic one-line answers and confirm that the AI asks a useful follow-up without turning a short post-purchase request into a long research session.
- 03
Place the published link
Add the URL to the order thank-you page or confirmation email in Shopify or another commerce platform. Diaform does not need access to the checkout to run the conversation.
- 04
Review and route the response
Inspect the summary and transcript, verify any notable quote, follow up with the customer when appropriate, and use Slack completion notifications to keep the team aware of new responses.
Post-purchase questions worth asking
Choose a small set that matches the decision your team is trying to improve.
Buying trigger
Start with "What made you decide to buy today?" and let the AI probe the event, need, or deadline behind the answer.
Purchase hesitation
Ask whether anything nearly stopped the order, then clarify whether the concern involved price, trust, shipping, fit, information, or something unexpected.
Alternative considered
Learn what the customer would have bought or done instead and which difference changed the decision.
Expected outcome
Ask what the customer hopes will be easier or better after the purchase. This captures their language without pretending the outcome has already happened.
Checkout clarity
Probe any confusing step, missing information, or expectation mismatch while the checkout flow is still fresh in memory.
Follow-up permission
If you may want a later testimonial or case-study conversation, ask whether the customer is open to being contacted after they have experienced the product.
Attribution surveys and AI conversations answer different questions
They can be used together: keep a fixed attribution field for reporting and offer a separate conversation for qualitative depth.
Fixed post-purchase survey
- Best for one or two measurable fields
- Fast source attribution and rating data
- Same prompt for every shopper
- Limited clarification of open text
- Easy to aggregate at very high volume
Diaform conversation
- Best for the reason behind the purchase
- Contextual follow-ups by voice or text
- Explores hesitation, alternatives, and expectations
- Summary, sentiment, confidence, and optional quotes
- Full transcript available for human review
Frequently asked questions.
The practical details behind setting up, running, and scaling this kind of research with Diaform.
Ask what triggered the purchase, what nearly stopped it, what alternative the customer considered, and what result they expect. A short conversation should focus on the decisions your team can act on rather than covering every possible topic.
More conversations your team can run.
Explore the other ways Diaform can turn a static request for feedback into a useful conversation.
Your customers have more to say.
Get an AI feedback agent that listens, follows up, and turns every conversation into answers your team can act on.
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