Product Education & Post-Purchase Support Flows

This playbook shows how to use Brij to build a Product Education & Post-Purchase Support flow — a QR code-activated digital experience that gives customers instant access to setup guides, FAQs, support resources, and more, right at the moment they need it.

Use cases

• New purchase instructions: Educate customers immediately after unboxing with how-to videos and setup guides.
• Reduce support tickets: Surface FAQs and self-service content so common questions never reach your support team.
• First-party data capture: Turn anonymous buyers into known, marketable profiles via registration and consent collection.

Who this is for

• eCommerce & DTC marketers who want to convert anonymous buyers into known profiles
• Brand managers overseeing product launches
• Customer experience & support teams looking to deflect tickets with self-service content
• Amazon & retail sellers who can't natively track buyers
• Subscription & lifecycle marketers feeding post-purchase re-engagement campaigns

Prerequisites

Access & account setup

• Brand profile, logo, and theme colors configured in Brij (Settings → Branding)
• Custom domain configured in Settings → Custom Domains (required before printing QR codes)
• Klaviyo connected — give Brij access to denis@brij.it and solutions@brij.it

Content assets — gather before you build

• Content images ready (see Image Sizing Guide)
• Setup or how-to video (720p recommended, under 10MB or hosted on YouTube)
• PDF user manual or instruction guide (if applicable)
• Product description copy, warranty terms, and FAQ content (5–7 most common questions)
• Support URL: link to your help center, chatbot, or contact form

Strategic decisions — finalize before you build

• Offer or incentive (discount, reward, or exclusive content)
• Email or SMS capture strategy and consent plan
• Post-registration redirect
• Module order (see Best Practices section)

Pro tip: The clearest signal you're ready to build — can you answer this for your customer: "What is the first thing I want them to do after scanning, and what do I want them to know?"

Step-by-step instructions

Full step-by-step build instructions are available here.

Recommended module order

Best practices & pro tips

QR code printing

• Minimum 0.75" × 0.75" for reliable scanning; maximize size where possible
• Strong contrast between QR code and background — do not place near barcodes
• For Amazon/non-DTC channels, print the QR code on a product insert to increase scan rates

Registration & data capture

• Always offer a tangible benefit for registering (warranty, discount, exclusive content)
• For durable goods: warranty registration is the top-performing module — lead with it
• For CPG: email capture with a discount drives the highest opt-in rates
• Enable the "Auto-launch" feature on the registration module to increase registration rates

Three things to remember

1. Lead with registration. If you don't capture the customer's email at the moment of scan, you lose the ability to re-engage them.
2. Make it visual. Experiences with images in every module outperform text-only experiences by a significant margin.
3. Connect to your marketing stack. Data captured in Brij only generates ROI when it flows into your email/SMS platform and triggers post-purchase sequences.

Launch checklist

Experience setup

• Experience created as a WebApp type with customer-facing product name, subtitle, and description
• High-resolution product image (1000×1000px minimum) uploaded

Module configuration

• Registration module configured with benefit-led CTA; required gate or auto-launch enabled
• At least one education module in place (Video, Document, or Custom FAQ)
• All modules named, given a CTA, and saved in recommended order

QR code & placement

• QR code downloaded and scanned from a physical device to verify it resolves correctly
• Minimum dimensions met (0.75" × 0.75"); CTA text visible near the code; not placed near a barcode

Data & integrations

• Email/SMS consent collection enabled in registration module
• Automation configured to push Brij events to your email or SMS platform
• Data flow tested: a test registration in Brij appears in your connected platform

Examples

• Momofuku
• Turtlebox
• Best-in-class example

FAQ

When should I use this playbook?

Use it when launching a new physical product, updating packaging, adding product inserts, or creating a new digital touchpoint for an existing SKU.

Do I need to require registration, or can it be optional?

You can make registration required (clipboard icon enabled) or optional — but always offering a tangible incentive maximizes opt-in rates regardless of which approach you choose.

What's the recommended experience type?

WebApp type is the standard for post-purchase flows. Use the Digital Hub experience type if your brand has multiple SKUs.

Resources