We’re excited to announce the release of MooseDesk 1.3.0. update. This will bring greater flexibility and customization options to help you create the perfect customer support experience for your business. Thus, your business is more likely to rocket revenue and profitability in the future.
Scroll down to discover the refined elements in this update!
Canned Response
One of the most exciting additions in this update is the Canned Responses feature, designed to elevate your customer support efficiency.
By going to the Automation tab in Settings, you will be able to create and organize pre-written messages for common customer inquiries.
Whether it’s greeting messages, technical instructions, or follow-up responses, Canned Responses help streamline your customer communication.
Not only does it maintain consistent quality among your support team but it can also significantly reduce response times, thus improving customer satisfaction.
Refined Chat Widget UI
General Tab: Streamline Navigation
The General Tab has been reorganized to provide a more intuitive setup process. As a result, you can easily configure multiple support modules from a single, well-organized interface.
This tab provides a new layout that helps you:
Fine-tune your live chat settings
Configure ticket submission options
Set up redirect buttons
Implement order-tracking function
Manage your FAQ module
Furthermore, you will also be able to customize text for the greeting section in this General Tab.
Styling Tab: Design your widget appearance
The new Styling Tab allows users to complete visual control at their fingertips. Now you can create a widget that seamlessly integrates with your website’s design through:
Custom color schemes to match your brand identity
Font selection and typography options
Flexible widget positioning to optimize visibility and user experience
Translation Tab: Break language barriers
It is becoming increasingly crucial to support customers in their preferred language. Our new Translation Tab will help you select between multiple language options.
Moreover, you will be able to manage the translations for all text on your widget, which eventually leads to a truly multilingual support experience for your customers.
Discover interesting features of Translation here:
Advanced Tab: Further customization
For businesses requiring more sophisticated customization, the Advanced Tab offers powerful features:
Deep Linking Capabilities: Navigate customers directly to specific widget sections using deep links.
Custom CSS code: This feature allows you to make detailed styling adjustments or even create unique visual effects and animations up to your liking
Wrap up
Current MooseDesk users will automatically receive this MooseDesk 1.3.0 update. To explore the new features, download MooseDesk on Shopify App Store and experience these enhanced capabilities firsthand.
Besides, stay tuned for more updates as we continue to improve and expand MooseDesk’s features to serve your customer support needs better.
We’re excited to announce the release of MooseDesk 1.3.0. update. This will bring greater flexibility and customization options to help you create the perfect customer support experience for your business. Thus, your business is more likely to rocket revenue and profitability in the future.
Scroll down to discover the refined elements in this update!
Canned Response
One of the most exciting additions in this update is the Canned Responses feature, designed to elevate your customer support efficiency.
By going to the Automation tab in Settings, you will be able to create and organize pre-written messages for common customer inquiries.
Whether it’s greeting messages, technical instructions, or follow-up responses, Canned Responses help streamline your customer communication.
Not only does it maintain consistent quality among your support team but it can also significantly reduce response times, thus improving customer satisfaction.
Refined Chat Widget UI
General Tab: Streamline Navigation
The General Tab has been reorganized to provide a more intuitive setup process. As a result, you can easily configure multiple support modules from a single, well-organized interface.
This tab provides a new layout that helps you:
Fine-tune your live chat settings
Configure ticket submission options
Set up redirect buttons
Implement order-tracking function
Manage your FAQ module
Furthermore, you will also be able to customize text for the greeting section in this General Tab.
Styling Tab: Design your widget appearance
The new Styling Tab allows users to complete visual control at their fingertips. Now you can create a widget that seamlessly integrates with your website’s design through:
Custom color schemes to match your brand identity
Font selection and typography options
Flexible widget positioning to optimize visibility and user experience
Translation Tab: Break language barriers
It is becoming increasingly crucial to support customers in their preferred language. Our new Translation Tab will help you select between multiple language options.
Moreover, you will be able to manage the translations for all text on your widget, which eventually leads to a truly multilingual support experience for your customers.
Discover interesting features of Translation here:
Advanced Tab: Further customization
For businesses requiring more sophisticated customization, the Advanced Tab offers powerful features:
Deep Linking Capabilities: Navigate customers directly to specific widget sections using deep links.
Custom CSS code: This feature allows you to make detailed styling adjustments or even create unique visual effects and animations up to your liking
Wrap up
Current MooseDesk users will automatically receive this MooseDesk 1.3.0 update. To explore the new features, download MooseDesk on Shopify App Store and experience these enhanced capabilities firsthand.
Besides, stay tuned for more updates as we continue to improve and expand MooseDesk’s features to serve your customer support needs better.
Meet Our New Partner: Meety – Appointment Booking App
We’re excited to introduce our latest partnership with Appointment Booking App: Meety, the ultimate solution for integrating a booking calendar into your product pages. By simplifying appointment scheduling, Meety lets customers easily book services like consultations, classes, or in-store visits.
Set up appointments effortlessly by customizing durations, schedules, and buffer times, while managing payments flexibly—whether it’s no-payment bookings, deposits, or full payments. Moreover, stay organized with automatic email reminders for confirmations, reschedules, and cancellations.
Customizable Booking Calendar Add a sleek, customizable booking calendar directly to your product pages, making scheduling intuitive for your customers.
Flexible Booking Options Offer a variety of services, including individual appointments, group sessions, recurring bookings, or bundled packages, catering to diverse customer needs.
Advanced Management Tools Easily manage deposits, subscription-based services, and waitlists to keep your operations running smoothly.
Automated Notifications Streamline communication with personalized email notifications for booking confirmations, reminders,and rescheduled. Therefore, merchants will never miss any appointment.
Seamless 2-Way Integration Sync your bookings effortlessly with Google Calendar, Zoom, and Outlook, enabling smooth coordination across platforms.
Get started with this game-changing app today and transform the way you manage appointments with Meety! Whether you’re scheduling consultations, classes, or in-store visits, Meety has the tools to make it effortless for both you and your customers.
MooseDesk 1.2.9 Update: Widget Translation, Sync customer data to Shopify & BFS 2025
MooseDesk update 1.2.9 introduces significant improvements to our chat widget setting, ticket interface and powerful customer data sync capabilities with Shopify. Besides, we have also revamped UI for ticket detail according to Built For Shopify 2025 update.
Let’s dive into what’s new and how this version can empower you to provide better support to customers!
Widget Translation: Break language barriers
Our widget now supports multiple languages, allowing you to customize every text element within your chat widget. From greetings to button text, you have complete control over the language displayed.
Language switcher settings
When enabling this toggle, you empower your customers to choose their preferred language right from the widget. Otherwise, you can also choose to auto-switch language based on your web visitor’s browser language.
Translation
With this function, you can customize every piece of text in your widget for your desired language. This will ensure a consistent tone and brand voice across your entire website and widget.
Sync customer data to Shopify
With this new update, merchants can now enjoy two-way Customer Data Sync: from Shopify to MooseDesk and vice versa.
Bulk sync
Managing large customer databases is now easier than ever. With bulk sync, you can:
Update multiple customer records simultaneously
Ensure consistency across both platforms
Save hours of manual data entry
Maintain accurate customer information across your entire tech stack
Single add
If you want to add only 01 customer from MooseDesk to Shopify, there are 2 convenient options to choose from:
Direct from Conversations: Add customers while handling tickets or chats
Customer Detail Page: Add individual customers from their profile page
This flexible approach ensures no customer is falling through the cracks.
Built For Shopify 2025 Update
Detailed Ticket UI Updated
In this update 1.2.9, our ticket detail UI has been revamped to align with Shopify’s 2025 design standards. As a result, this will create a more intuitive and efficient experience for your team.
Key UI Improvements include:
Personal Touch: User avatars now appear in the upper left corner of ticket details
Streamlined Actions: Quick-access controls for:
Team member assignment
Status updates
Tag management
Optimized Customer Information: Customer details and order history have been relocated to the upper right. Hence, it will provide instant access to crucial information while handling tickets
Wrap Up
All features of version update 1.2.9 are available. Install MooseDesk and experience them now!
We’re constantly working to make MooseDesk the best helpdesk solution for Shopify merchants. Furthermore, if you have feedback or suggestions, don’t hesitate to contact us anytime!
MooseDesk Referral Program – Exclusively for BFCM season
This Black Friday and Cyber Monday, MooseDesk is transforming the traditional shopping season into a festive celebration with our exclusive Referral Program. Not just offering deals, we’re creating opportunities for merchants to thrive together!
Explore special deals for the BFCM season from MooseDesk below!
MooseDesk Referral Program for Black Friday season
Take this once-in-a-year opportunity to claim Black Friday combo gifts from MooseDesk Referral Program. Our app is spreading cheer with ”Season of Giving” event, which offers:
🎁 ‘Happy Together’ Deal
Refer a friend to MooseDesk and both get a sleigh full of goodies:
Exclusive festive widget skins to deck out your store
05 Handpicked discounts from partners
SearchPie – 20% OFF for the first month
CrossSell & Up – 17% OFF on all Annual Plans
Ecomposer – 30% OFF 3 months
AvisPlus – 20% OFF in the first month
Akohub – 30 days FREE trial for all Plans
🎁 ‘Solo Specials’ Deal
Not in a sharing mood? No problem! Everyone deserves a seasonal cheer. Find out Solo Special gifts to enhance your e-commerce journey
Minimal widget skin: Simple, clean, a new look for your store.
Handpicked discounts from partners
SearchPie – 20% OFF for the first month
CrossSell & Up – 17% OFF on all Annual Plans
Ecomposer – 30% OFF 3 months
AvisPlus – 20% OFF in the first month
Akohub – 30 days FREE trial for all Plans
How to join MooseDesk Referral Program
1. Eligibility Requirements
To join our Referral Program, merchants must ensure they meet the following conditions:
Must have an active Shopify subscription in these categories: Basic, Shopify, Plus, or Advanced plans
Store must have been active for at least 30 days
2. Referral Program Rules
Each participant can claim the deal only once during the BFCM season
Referred friend must have an active Shopify store within 30 days
Self-referrals are not eligible for rewards
3. Reward Distribution
Exclusive widget skins will be automatically added to the library when the referral is successful
Partner discount codes will be sent via Crisp chat when merchants type YES to confirm with support agents.
Wrap up
Don’t let this festive opportunity slip away! It’s your chance to enhance your e-commerce journey while helping fellow merchants discover tools that can transform their businesses.
Ready to unwrap your Black Friday rewards? Download MooseDesk app on Shopify App Store now!
8 Tips for a Seamless Customer Journey: From Purchase to Delivery
The phrase “seamless customer journey” has become a buzzword in today’s e-commerce world. More and more brands are seeking ways to enhance shoppers’ shopping experiences. Much of this results from increased competition as online shopping has become the preferred way of purchasing for most people.
You are likely reading this blog post because you want to streamline your shoppers’ customer journey. If so, you are in the right place. This blog post will provide recommendations that, if followed, will make your buyers’ journey from purchase to delivery truly exceptional and earn you their loyalty. Let’s dive in!
Why Is It Necessary to Provide a Seamless Customer Journey
Providing a seamless customer journey impacts various critical aspects of your business. These include:
Customer Expectations
Advancements in technology and the growth of the e-commerce industry have resulted in online shoppers having high standards that businesses must strive to meet. Today’s buyers expect a smooth, efficient, and transparent shopping experience. When your business ensures a seamless customer journey, it enhances trust and confidence in your brand.
Customer Satisfaction
With the highly competitive nature of online retailing, providing a frictionless process minimizes customer frustrations. Businesses that commit to communicating clearly with buyers, providing accurate delivery timelines, and access to reliable order tracking information to keep them informed and reassured have more satisfied customers.
Brand Loyalty
A positive shopping experience encourages repeat purchases by buyers. Shoppers who enjoy a hassle-free experience from order placement to receiving the product are more likely to remain loyal to the brand. In the long run, this saves your business costs that would otherwise be spent acquiring new customers.
Reduced Cart Abandonment
A complicated customer journey is one of the leading causes of increases in cart abandonment on an e-commerce website. But when a business streamlines the shopping process and reduces barriers to the minimum, these efforts help to convert more customers.
Competitive Edge
With so many e-commerce brands available for buyers to choose from online, a seamless customer journey helps to set your brand apart. A positive shopping experience is a key differentiator, especially in niches where customer experience significantly influences purchasing decisions.
8 Tips for a Seamless Customer Journey: From Purchase to Delivery
1. Offer Multiple Payment Options
Anyone who has bought something online will attest that they have a preferred payment method. For some, it is the old reliable credit card. Others swear by digital wallets like PayPal. Recently, there has been a new kid on the block—buy now, pay later. BNPL provides shoppers the flexibility and convenience of paying for an item in installments.
The work of the e-commerce brand is to cater to different customer preferences and provide a smooth checkout process. Offering multiple payment options makes transactions easier and further streamlines the customer journey.
2. Provide Clear and Accurate Product Descriptions
Long before a buyer makes a purchase, it is crucial to set realistic expectations about the product they are buying. Online retailers can do this easily by providing clear and accurate product descriptions.
Ensure that the product listings have detailed descriptions and specifications of the goods you are selling. Additionally, you should provide clear images and videos of the items in use. Going this extra mile prevents misunderstandings and helps the customer make an informed buying decision.
3. Integrate Live Chat for Pre-sale and Post-sale Support
Customers often have a question or two about a product before making a purchase. That is why it is crucial to have live chat support available to answer their questions pre-sale. When buyers have their questions answered satisfactorily as they ponder a buying decision, it enhances their confidence, particularly for expensive purchases. Having live chat support at this stage of the customer journey helps to reduce the cart abandonment rate and improves customer trust.
Live chat support is also vital post-sale. It allows your brand to engage more with the customer and ensures they have an anxiety-free post-purchase experience. Live chat post-sale is ideal for support with tracking orders and returns.
Among several live chat tools, MooseDesk is the top-recommended free Live chat and Helpdesk app. Trusted by Shopify merchants worldwide, it helps deliver exceptional customer support. MooseDesk provides a powerful yet intuitive platform to manage customer inquiries through Omnichannel support hub: Live chat, WhatsApp, SNS, FAQ templates & Helpdesk.
4. Implement Real-time Inventory Management
Real-time inventory management is crucial for e-commerce success, regardless of whether you handle stock yourself or work with a 3PL partner. According to a report by MHI and Deloitte, businesses using real-time inventory systems reported 35% fewer stockouts compared to those using manual methods.
By integrating your inventory system with your e-commerce platform, you give customers accurate, up-to-the-minute product availability – a feature that 78% of online shoppers consider “very important” when making purchase decisions.
For example, when a customer in New York orders the last red sweater in stock, shoppers in California should immediately see that item marked as “sold out.” This synchronization helps your team, too. You’ll get automatic alerts when inventory runs low, making it easy to reorder supplies before you run out.
This will especially help during busy periods like Black Friday when sales can spike by 400% in a single day.
5. Enhance Delivery Experience Through Order Tracking
One of the top concerns for customers’ post-purchase experience is, “Where is my order?” These inquiries easily flood your customer support team if customers can’t track their orders.
Order tracking is critical to the customer delivery experience. With real-time package tracking and delivery estimates, shoppers can monitor their orders, reduce uncertainty, and increase satisfaction.
Creating a dedicated tracking page for your customers allows them to self-check their shipments, reducing the need for customer support queries. This frees your team to focus on other tasks that ensure a seamless customer journey.
It is recommended that the order confirmation email include the link to the tracking page with a clear call to action for buyers to follow up on their orders. To make it even easier, display the link on your website’s FAQ page.
A branded tracking page keeps shoppers on your website instead of redirecting them to a third-party carrier site. This keeps your brand top-of-mind, improves the experience, and builds more loyalty.
6. Automate Post-Purchase Notifications
Buyers experience post-purchase anxiety when they do not receive updates on the progress of their orders after making a payment. If your e-commerce brand wishes to offer a seamless customer experience from purchase to delivery, it must avoid this loophole.
Automating post-purchase notifications is the most reliable way to do this. Ask buyers for their email addresses or phone numbers so that you can send them prompt email and SMS notifications about the status of their orders.
Some recommended post-purchase stages at which you should send them notifications include when orders are received, during dispatch, and delivery. Remember to give recipients the option to opt in or out of notifications for a more memorable experience.
Timely post-purchase notifications help shoppers stay informed and engaged throughout the customer journey.
7. Ensure a Smooth Returns and Refunds Process
Product returns are an inevitable part of running an e-commerce business – studies show that customers return 20-30% of online purchases, compared to just 9% in brick-and-mortar stores.
Although returns might seem like a headache, they present an opportunity to build customer loyalty. Research by UPS found that 73% of shoppers say their return experience influences whether they’ll continue buying from a retailer.
The best approach to streamlining returns and refunds is automating the process and providing prepaid return labels. One of the most prominent examples of this is Zappos. This company has built its reputation on customer-friendly return policies. Its automated system lets customers generate return labels with a few clicks, and they even extend their return window to 365 days.
This approach results in 25% higher customer retention rates and see 89% of those customers make repeat purchases
8. Optimize the Mobile Experience
Today, more shoppers buy goods online through their smartphones than they do on their desktop devices. The proliferation of these devices is the force behind this trend, as are brands providing an exceptional mobile shopping experience.
Consider optimizing for mobile to make a lasting impression on online shoppers and ensure a seamless customer journey. Your e-commerce website should quickly load on mobile devices, especially the checkout and order tracking processes. The mobile-friendly aspects of your platform should also extend to customer support, ensuring buyers can raise concerns on their mobile devices and get the help they need promptly.
Conclusion
Creating a seamless customer journey is essential for survival in today’s competitive e-commerce landscape. Ready to transform your customer experience? Start by installing a live chat solution like MooseDesk or order tracking took like Tracking More
Maximize Your Sales and Customer Satisfaction: Tips and Deals for BFCM
Black Friday Cyber Monday (BFCM) isn’t just about deals anymore. It’s the biggest shopping event of the year. According to Hubspot, in 2023, shoppers spent a record $9.8 billion during Black Friday alone.
For retailers, this means both massive opportunities and also big challenges. But what exactly makes this season so special? How to take advantage of it and what tools merchants should use? Explore everything in this article with us!
Why Customer Experience Makes or Breaks Your BFCM Success
High-traffic seasons test your customer service team like nothing else. A single bad experience can cost you more than just one sale. Research shows that 32% of customers stop doing business with a brand they love after one bad experience.
During BFCM, when your competitors are just a click away, keeping customers happy becomes more crucial than ever.
Customer Acquisition Costs vs. Retention
Poor customer service during BFCM can have a negative impact on your marketing budget. The cost to acquire a new customer is 5-25 times higher than keeping an existing one.
During BFCM 2023, companies spent an average of $29 to acquire each customer through paid channels. But those customers won’t stick around if their experience with the product or service is under average.
Data shows that increasing customer retention by just 5% can boost profits by 25-95%. Therefore, it’s safe to say that good customer service during BFCM can ensure your marketing investment.
The Post-BFCM Revenue Impact
As one of the biggest seasons of the year, BFCM sales can affect your entire year’s revenue. Shopify data shows that 67% of first-time BFCM buyers who rated their experience as “excellent” made another purchase within six months.
Consider Chewy’s success story: after prioritizing customer service during BFCM 2022, they saw a 45% increase in repeat customers compared to the previous year. Their secret? They maintained a 10-minute response time even during peak hours and personally followed up on every delayed order.
Brand Reputation Effect
One unhappy customer can influence thousands during BFCM. A study by Salesforce found that 42% of customers share bad experiences on social media.
During BFCM 2023, negative customer service tweets increased by 86% compared to regular days. Take Nike’s 2022 BFCM sale – when their app crashed, the hashtag #NikeFail reached 2.8 million users within hours. Therefore, in the age of social media, customer service problems during BFCM become public relations issues fast.
6 Key Customer Success Tips for BFCM
1. Prepare Your Support Team Early
Start training your seasonal staff at least three weeks before BFCM. Last-minute training can potentially lead to undesirable mistakes.
Data shows that support teams trained less than two weeks before BFCM handle 40% fewer tickets per hour. Your training should cover product details, common issues, and your tech stack.
Here are some tips to better prepare your customer support team:
Create clear escalation paths so agents know exactly when to pass issues up.
Map out who handles what: shipping delays go to logistics, payment issues to finance, and technical problems to IT.
Set up a backup communication system
When major issues hit during BFCM 2023, companies with emergency protocols resolved problems 3x faster than those without. Use tools like Slack to reach key team members instantly.
2. Update Your FAQ Pages
Research shows that 70% of customers prefer to solve issues themselves before contacting support. Based on last year’s support tickets, now ask yourself what caused the most confusion? What slowed down sales?
It is aslo advised to add clear answers about BFCM-specific concerns like “When will my order arrive?” and “What if an item sells out?”
Make your return policy transparent because 67% of shoppers check return policies before buying. Remember to write in plain language. Instead of “Orders may experience processing delays during peak periods,” say “Orders might take 1-2 days longer during Black Friday.”
Lastly, don’t forget to test your FAQ with non-technical readers to ensure clarity.
3. Set Clear Customer Expectations
During peak seasons like BFCM, the stock levels can run out faster than expected, leading to inaccurate stock showing on the website. Therefore, make sure to use real-time inventory tracking to avoid abandoned carts due to out-of-stock items.
Besides, merchants should also be direct about potential delays. Major carriers like UPS and FedEx often add 1-2 days during BFCM. If a shipping delay happens, it is important for business to be honest about it and inform their buyers immediately.
Consider using order tracking apps that show package location in real-time. Include all crucial details: order number, itemized list, shipping address, tracking info (when available), and customer service contact info.
4. Use Automation Wisely
To balance automation with human support during BFCM, business can set up automatic order updates that notify customers at key moments. Some examples are order received, payment confirmed, shipping label created, and delivery completed.
Furthermore, you can create email templates for the top 20 customer issues, but customize them slightly for each case. According to Zendesk’s research, templated responses that include the customer’s name and order details get 15% better satisfaction ratings than generic ones.
No matter how useful automation tools can be, always keep complex issues for human agents. When customers face problems with orders over $100 or multi-item purchases, human support leads to 35% higher customer retention rates than automated responses.
5. Monitor Social Media Closely
Studies show that during BFCM, 40% of customers expect responses on social media within 60 minutes. Use social listening tools like Mention or Brandwatch to track brand mentions across platforms.
Companies that caught and addressed negative posts within 30 minutes during BFCM 2023 saw 67% of complainants either delete their posts or post positive follow-ups. Speed isn’t enough, so make sure to track sentiment too.
The best way is to use a helpdesk software that integrates with social media channels such as Facebook, Instagram or WhatsApp. In this way, the customer support team can ensure to respond to every single customer’s inquiries and pave the way for cross sell & upsell tactics.
6. Have a Clear Problem-Solving Process
Creating step-by-step troubleshooting guides for common BFCM issues is always of high importance. Problems like payment failures, coupon problems, and shipping delays happen commonly. In these situations, give your support team authority to make decisions.
Document everything using a standardized format. This helps identify patterns and improve processes for next year. In 2023, companies that tracked customer interaction data reduced their average resolution time by 35% compared to 2022.
Top 5+ Shopify Apps to prepare for your BFCM
Moose: Live Chat WhatsApp, FAQ
MooseDesk is the top-recommended customer support and helpdesk app, trusted by Shopify merchants worldwide to deliver exceptional customer support. MooseDesk provides a powerful yet intuitive platform to manage customer inquiries through Omnichannel support hub: Live chat, WhatsApp, SNS, FAQ templates & Helpdesk.
Whether you are a small business or a growing enterprise, MooseDesk offers the tools you need to provide professional, efficient customer service that makes customer support easier for your team and profitable for your business.
Key Features:
Omnichannel: Manage Livechat, FAQ & Contact Us pages, Email, Helpdesk in 1 app
Redirect button: Facebook, WhatsApp, Messenger, Instagram & more
Mobile app: Stay alert with sound notifications. Reply to customers on the go
Order management: Create order in-app, Tracking Order integration, delivery date
🎁 Exclusive Offer: This BFCM 2024, grab an incredible deal from MooseDesk – Get up to 300 FREE support tickets in the first month – Save $100 instantly! Forward the promotional code to our support team to get assistance
👉 Claim your BFCM discount now: Promotional Code MDBFCM24
EComposer Landing Page Builder
EComposer is the most powerful Shopify page builder, packed with features to help you create beautiful, high-converting store pages. Its easy drag-and-drop editor gives you everything you need to design any page or section you can imagine!
Key features:
Build any page & section: landing to home page, collection page, product, etc.
A live drag-drop page builder that is easy to use, no coding, Shopify-standard UI
300+ Conversion-focused Templates for any niche and any business size.
25+ Built-in extensions: Frequently Bought Together, You Might Also Like, Predictive Search and more.
Dedicated Customer Support Team: 24/7 Live chat support always ready to help.
🎁 Exclusive Offer: This BFCM 2024, to help you hit your sales goals, MooseDesk and EComposer have teamed up to bring you the best deals and tools for success:
Up to 40% OFF EComposer Page Builder for the first 3 months on all paid plans!
Note: The offer is valid for new sign-ups and upgrade only
Foxify Smart Page Builder
Foxify is the leading conversion-focused Shopify page builder, trusted by merchants worldwide to create stunning and high-converting pages. Foxify provides an intuitive Canva-like interface with complete design freedom, allowing you to build any page you can imagine without coding.
Whether you’re creating landing pages, homepages, or product pages, Foxify delivers the tools to design beautiful, conversion-optimized pages effortlessly.
Key Features:
150+ stunning and high-converting templates: Quickly create and launch landing pages, homepages, product pages, collections, and blogs
Advanced analytics and reports: Monitor and optimize your pages with page metrics and sales performance data to better understand your customers and boost results
Built-in upsells and cross-sells extensions: Easily grow your store with 50+ extensions, from Filters, Recently Viewed Products, Product Quick View, Sticky Add-to-Cart, and more
AI-driven Fox Magic: Create and translate page content free and easily
🎁 Exclusive Offer: MooseDesk merchants can enjoy an exclusive 20% OFF for 3 months on all paid Foxify plans. Simply redeem this offer in Pricing Page.
👉 Claim your BFCM discount now: Code FOXMOOSEWIN2024
Note: The offer is valid for both new sign-ups and existing merchants until 24/12/2024
UpPromote Affiliate Marketing
UpPromote is the top-recommended affiliate and referral marketing app on Shopify, trusted by merchants worldwide to boost sales and customer loyalty. UpPromote allows you to easily set up, manage, and grow your affiliate marketing program with automated features and customizable options. Whether you’re just starting or looking to scale, UpPromote provides the tools to engage affiliates and drive revenue effectively.
Key Features:
Customize everything matching your brand: affiliate portal, link, sign-up page
Show the refer-a-friend program as a widget, landing page, or post-purchase signup
Seamlessly track referral orders via affiliate links, coupons, connected emails
Motivate affiliates effectively: auto-discount, bonus, gifts, store credit, MLM
Automate your affiliate program process: PayPal auto-pay, Auto-tier Commission
🎁 Exclusive Offer:
MooseDesk merchants can enjoy an exclusive 20% OFF on all paid UpPromote plans. Simply click the special link provided to apply the discount automatically.
Note: The offer is valid for new users only until 21/12/2024
Ako Loyalty Retargeting CRM
Akohub is an all-in-one marketing app that empowers Shopify stores with loyalty programs, marketing funnels, and retargeting features. Akohub’s mission is to help businesses thrive by enhancing customer retention, repeat purchases, and sales, offering a comprehensive suite of tools for e-commerce success.
Key Features:
Ako Loyalty Program will help you encourage repeat purchases with VIP tiers, referrals, and one-click social login.
Ako Retargeting helps you win back lost customers and turn them into loyal customers.
Ako CRM Dashboard helps you gain deeper insights into your customer behavior, financial performance, and marketing strategies.
🎁 Exclusive offer: Enjoy a 30-day free trial on all plans by using AKOBFCM2024MOOSE at checkout on Ako’s service plans page. Make your BFCM campaign a success!
Note: The offer is valid for both new sign-ups and existing merchants until 15/12/2024
TrackingMore Order Tracking
TrackingMore is the top-recommended order tracking app on Shopify, trusted by merchants worldwide to transform their post-purchase experience. TrackingMore allows you to easily track orders in real-time across 1,300+ carriers worldwide, with automated updates and customizable options.
With TrackingMore, you can manage all your orders from a single dashboard, customize tracking notifications to reflect your brand, and even boost sales by offering product recommendations during returns.
Key Features
One-stop Order Management: Monitor and manage all your orders from a single dashboard, enhancing operational efficiency.
Branded Page: Boost brand awareness and customer loyalty with customized tracking pages and notifications.
Discount Upsell: Increase repurchase rates by recommending products and offering discounts during the customer return process.
Email Notification: Customize notification templates and email notifications to improve your operational efficiency.
Dropshipper Support: Tailored features for dropshippers, including options to hide or replace logistics information.
🎁 Exclusive offer:
Enjoy an exclusive 20% OFF for 3 months on all paid TrackingMore plans. Simply click the special link provided to automatically apply the discount.
Note: The offer is valid for both new sign-ups and existing merchants until 31/12/2024
Qikify BOGOS Free Gift Discount
Qikify Discount Buy X Get Y BOGO Gift is an all-in-one discount app. Trusted by thousands of Shopify merchants, Qikify helps boost your store’s AOV with various promotion discount types. From BOGO to product bundles and tiered discounts, this powerful app has everything you need to drive customer spending and increase conversions effortlessly.
Key Features:
BOGO & Buy X, Get Y: Attract more purchases with customizable offers.
Product Bundles & Volume Discounts: Bundle products or offer tiered discounts to encourage larger orders.
Upsurge Recommendations: Upgrade options to improve sales without extra effort.
Free Gift with Purchase: Reward shoppers with gifts when they reach a spending threshold.
Order Goal & One-Click Cart Upsell: Engage customers and motivate higher-value carts.
🎁 Exclusive offer: For this BFCM season, claim your exclusive discount with code QIKIFYXMOOSE30 and unlock all of Qikify’s powerful promotion types.
👉 Claim your BFCM discount now: Promotional CodeQIKIFYXMOOSE30
Note: This deal is available for both new and existing merchants until December 31, 2024.
Avis Product Options, Variant
Avis is the ultimate solution for Shopify merchants looking to break the 100-variant limit and create a fully customized shopping experience that converts. With Avis, you can easily add unlimited, sales-driven options to your product pages, making them more engaging and tailored to your customers’ needs.
Key features:
Dynamic Custom Options: Choose from 30+ versatile option types to personalize every product (Color and Image Swatches, Text fields, File Uploads, Size Charts, and more)
Smart Price Add-Ons: Increase revenue with optional add-ons and bundle pricing for specific variants.
Easy Setup, No Code Required: Get started quickly with a seamless setup, ready-to-use templates, and bulk-edit capabilities.
24/7 Dedicated Support: Access live chat assistance anytime, so you’re always covered, especially during peak sales seasons.
🎁 Exclusive offer: Enjoy an exclusive 20% Off Your First Month’s Subscription! Simply subscribe and the discount will be automatically applied at checkout.
Note: This deal is available for both new and existing merchants until December 31, 2024.
LAI Product Reviews
LAI Product Reviews is a trusted product review solution verified by over 110,000 installations, a 4.9 rating and more than 2,000 reviews on Shopify App Store. To enhance your social proof, we provide tools to import reviews from multiple e-commerce platforms and collect reviews from your real orders. LAI also creates customizable layouts to best match your unique design arrangement.
Key Features:
Multi-source imported reviews: Import reviews from Amazon, AliExpress, Walmart, Dsers and CJDropshipping
Auto collect reviews: Send emails automatically to collect reviews from your orders
Diverse design options: Display reviews in different layouts on any pages of your stores
Essential integration: Showcase reviews on Google search result and Google shopping to enhance your brand’s credibility
Dedicated support team: Resolve all your questions quickly and enthusiastically
🎁 Exclusive offer: Enjoy our premium features with 33% off of any monthly paid pricing plan! Go to this link or contact support for code redemption.
👉 Claim your BFCM discount now: LAI – Moosedesk – 33%offBFCM.
Note: This offer is valid for both existing and new users and will be expired on December 31st, 2024
SearchPie SEO & Speed Optimize
SearchPie App is the perfect app for your dream to climb higher on search results and attract traffic. SearchPie provides easy tools to help you optimize SEO, rank higher and increase your audience volume.
Key features:
SEO Report: Detect all issues via smart SEO reports for stores & landing pages
SEO & Traffic Booster: Boost up your traffic and site ranking with Rich Snippet JSON-LD, Meta Tags, Image ALT Tags, Backlink
Speed OptimizerAMP: Increase your speed loading page and enhance user experience with, Image Compression, Instant Page
🎁 Exclusive offer: Enjoy the exclusive deal of 20% OFF ALL PLAN discount. The discount will automatically apply at your checkout
👉 Claim your BFCM discount now: https://partners.secomapp.com/apps/20off/searchpie/MOOSEDESKBFCM Note: This deal is available for both new and existing merchants until December 31, 2024.
Cross Sell & Upsell
Cross Sell & Upsell is a top-rated Shopify app that helps merchants maximize revenue through strategic cross-selling and upselling. Tailor product recommendations to boost sales with Cross Sells, Upsells, and Bundles featured in 8 key locations!
With a proven track record and over 900 glowing reviews, Cross Sell & Upsell delivered remarkable results in 2023, driving over 400,000 converted cross-sell recommendations and generating $9.8M+ in revenue for Shopify merchants.
Join thousands of successful stores and take your upselling strategy to the next level!
Key features: Boost your store’s sales with cross-sells, upsells, pop-ups, and personalized recommendations in 8 strategic locations:
Product Page
Cart Page
Upsell Pop-Ups
Post-Purchase Page
Home Page
Collections Page
Checkout Page
Bundle Discounts
🎁 Exclusive offer: Boost sales this Black Friday with upsells, cross sells, pop-ups and more! Enjoy 30% OFF on monthly plans for new installs. Claim your discount now with code
👉 Claim your BFCM discount now: Promotional CodeCSELL30OFF
Note: This offer is valid forever for as long as the app is installed
In this version, we’ll introduce a sort function for tickets and conversation details, agent name display within conversation details, and options to set up redirect links to your Instagram profile page.
Stay with us to discover the key updates and how they’ll benefit your business.
02 Special Widget Skins For BFCM Season
MooseDesk celebrates Black Friday and Cyber Monday this year by creating 02 special widget skins: the Minimal and the BFCM one for all users.
The Minimal Widget skin
With a simple and clean UI, the Minimal widget skin reduces visual clutter and making navigation easier for your customers. This skin is ideal for any business that prioritizes user experience and modern design principles
The BFCM Widget skin
Looking for something more lively and festive? Consider trying out BFCM skin with stunning gradient color and decorative elements. With holiday-specific styling, it helps reinforce your Black Friday promotions while keeping customer support accessible and inviting.
The new sort function on the details screen lets you quickly find tickets or conversations by sorting them by latest, oldest, or unread, helping you organize them to fit your team’s workflow without going to the list screen.
Agent Name Display
With this new update, specific agent names will appear when responding to chat conversations instead of displaying the store name for all agents, helping you efficiently manage your team’s performance.
Redirect to Instagram Profile Page
We are adding options to set up redirect links to your Instagram profile page, along with the option for Instagram direct messages. This feature allows you to easily direct your audience to your profile so they can explore your content and engage with your posts.
Wrap Up
With the new MooseDesk version 1.2.8, these enhancements aim to streamline your workflow and provide you with the tools for success. We’re also excited to have the opportunity to hear your ideas and keep you informed about our roadmap.
Ready to explore these new features? Install MooseDesk now and discover more now!
We’re committed to continually enhancing your experience and empowering you to provide top-notch support service. Thank you for your continued support, and we look forward to bringing you more updates in the future!
MooseDesk Update 1.2.7: Mobile App & SNS Redirect Buttons
Our latest version – MooseDesk 1.2.7 empowers every Shopify merchant to provide customer support with greater flexibility and responsiveness. This update focuses on 2 major enhancements: our mobile app and social media redirect buttons.
Scroll down to explore what these exciting features mean for your business!
MooseDesk Mobile App: Support at your fingertips
You and your team no longer have to sit at the table with your laptop on all day to answer customer inquiries. Our new mobile app is designed to keep you connected and responsive, no matter where you are.
Faster access with just a single tap
Real-time push notifications
Receive instant alerts with sound for new tickets and chat conversations, customer responses and team mentions
Sleek & Intuitive design
Navigate your support tasks effortlessly with our user-friendly interface. Manage all tickets and conversations in one tab. Optimized for on-the-go interactions.
Redirect Buttons: Facebook, Messenger, Instagram & More
Customers usually spend most of their time on social media. Therefore, expand your support channels to other social media with our new SNS redirect buttons.
Multiple platform support
If your customers prefer using social media accounts, you can add Facebook, Instagram, Messenger and WhatsApp buttons to your help widget. This allows them to chat with you on their favorite social media in just one click.
Besides, we offer a Phone button and a Calendly button that helps your users talk to you directly when they are in need.
By interacting with customers on their favorite channels, there are high chances of increasing customer engagement.
Customize your redirect buttons by selecting up to three of your favorite platforms. To expand your reach even further, don’t hesitate to contact our friendly support team today!
Wrap up
With these two latest features, Shopify business owners can gradually build stronger customer relationships and enhance customer satisfaction through faster response and multi-channel support.
Ready to explore these new features? Install MooseDesk now and discover how version 1.2.7 can elevate your customer support.
We’re thrilled to announce our partnership with Qikify Sales Pop up & Proof, an all-in-one app that helps you boost sales, build customer trust, and drive conversions. Trusted by more than 10,000 Shopify merchants, Qikify provides a comprehensive solution to enhance engagement and increase revenue.
Why You’ll Love Qikify Sales Pop-up & Proof:
1. Build Trust with Social Proof: Showcase real-time activities like recent purchases, visitor counts, and sold products. As a result, it will create credibility and trust for new customers.
2. Boost Sales with FOMO: Leverage scarcity tactics by displaying sold counts and countdown timers. Besides, it can drive urgency and encourage immediate purchases.
3. Effective Popups for Lead Generation: Engage visitors with popups that capture emails, offer discounts, and reduce cart abandonment. This will help you grow your subscriber list and increase conversions.
4. Engage Customers via Promotional Bars: Increase visibility for your campaigns with Cart Countdown and Announcement Bars. These features will improve conversion rates by highlighting offers.
5. Powerful Analytics: Get insights into your campaigns with built-in analytics to monitor sales, clicks, and conversions in real time for data-driven decisions.
Elevate your Shopify store with Qikify Sales Pop-up & Proof—a must-have for increasing engagement, trust, and sales! So, why hesitate? Start today by installing Qikify Sales Pop up & Proof and convert your visitors into customers!
We are excited to announce the release of MooseDesk 1.2.6 update. This updated version brings about new features and improvements to enhance your customer support experience.
In this version, we’ll introduce a feature roadmap page, updates to the inbox interface along with other UI improvements. Stay with us to find out the key updates and how they’ll benefit your business.
Updated Inbox interface
Channel All
With this new interface, tickets and chat conversations are merged into the ‘All’ channel, giving you a unified view of all interactions.
Ticket and Live chat channel
Ticket and live chat channels are organized into tabs, allowing you to find the channels and access your customers’ inquiries seamlessly.
Old version: Merchants can access the Ticket and Live Chat channels through this dropdown, but there’s no ‘All’ tab for available tickets and conversations
New version: The ‘All’ channel is next to the Ticket and Live Chat channels, allowing you to quickly switch between them to manage tickets and conversations.
Unread message badge
You can easily keep track of unread messages in each channel and its statuses. This ensures that you will never miss any customer inquiries.
Feature roadmap page
This new page allows you to submit feature requests to our team. Therefore, if you think any feature is critical and beneficial to you and other merchants, please let us know.
Also, keep informed with our exciting monthly feature roadmap. We’ll provide frequent updates on the progress of each feature, so be sure to check back often!
Other UI improvements
Integration partner section in Promotion tab
We’re introducing a new section to keep you informed about our partners and help you make the most of our integrated features.
Currently, we’ve teamed up with TrackingMore, an order tracking app that enhances the tracking results within the widget. You can visit this article to learn more about this integration.
New menu layout
Old version: Merchants open the menu by hovering over the floating button.
New version:
The menu is accessible outside with current options: in-app notifications, access to the manual and video tutorials, and a direct link to our standalone version.
A new WhatsApp shortcut is available to help merchants quickly access their WhatsApp settings within our widget.
Wrap up
With the new MooseDesk update 1.2.6, these enhancements aim to streamline your workflow and provide you with the tools for success. Moreover, we’re excited to have the opportunity to hear your ideas and keep you informed about our roadmap.
Ready to explore these new features? Install MooseDesk now and discover more now!
We’re committed to continually enhancing your experience and empowering you to provide top-notch support service. Thank you for your continued support, and we look forward to bringing you more updates in the future!
MooseDesk Update 1.2.4: Revamped Onboarding, Dashboard and Widget Color
We are excited to announce the release of MooseDesk Update 1.2.4. This updated version is packed with enhanced features to improve your customer support experience. Stay with us to find out the key updates and how they’ll benefit your business.
Revamped Onboarding: Get started within minutes
Our new interactive onboarding process guides you through personalized options based on your preferences. New users can now set up either Live Chat & Helpdesk or FAQ/Contact Us functionality step-by-step.
Note: Everything you set up here can be edited later once you onboard successfully
Set up live chat & helpdesk
With the new onboarding process, you only need to do 2 simple steps to get familiar with live chat and helpdesk feature.
Step 1: Customize widget function
Choose whether you want to receive chats and/or email tickets via help widget. This step also allows you to customize the default email address, which is provided by MooseDesk for free.
Step 2: Customize widget display
You can customize the look of your widget and the welcome pop-up message to make your site look consistent and professional.
Set up FAQ/Contact Us page
If you have already set your eye on for FAQ/Contact Us builder tool, you can choose to set up this feature. With these 3 easy steps, you’ll hit the ground running in just a few clicks.
Step 1: Read the instruction
Our easy-to-understand illustration helps you grasp a big picture of how our FAQ functionality works.
Step 2: Pick your favorite FAQ template
There are 3 options of prebuilt FAQ templates for you to choose from. For Early Bird users, you can use our Premium template without charge!
Step 3: Create your first article
Fill in your title and content to see how your article looks on the preview FAQ page on your right side.
Revamped Dashboard: Get a comprehensive overview
In MooseDesk Update 1.2.4, we’ve redesigned the dashboard to give you a more comprehensive view of your support operations. New sections include:
Analytics overview: Get instant insights into your team’s performance, which leads to improved productivity and decision-making.
Custom to-do list: Stay on top of your most important tasks. Now you can prioritize tasks more efficiently. Try out the Suggested task to discover our Promotion page.
Partner Deals: Discover tools and services to enhance your support stack. Take advantage of our exclusive partner offers, only for MooseDesk users.
Enhanced Widget: More visually appealing look to match your brand
The new color palette for widget primary and button colors will allow diverse options for your widget appearance.
Its ombre effect can create a sense of modern and professionalism for the overall look of your store. Plus, an eye-catching widget is more likely to encourage users to seek help when needed.
Wrap up
Our enhancements of version MooseDesk 1.2.4 will help you onboard faster, work more efficiently, and create a better image for your customers. We’re committed to continually enhancing your experience and empowering you to provide top-notch support service.
Ready to explore these new features? Install MooseDesk now and discover how version 1.2.4 can elevate your customer support.
Meet Our New Partner: EComposer – Top 1 Drag & Drop Page Builder
In the competitive world of e-commerce, a high-converting page can transform your business, but building one often feels overwhelming, especially when aiming for a seamless shopping experience. Say goodbye to the hassle — EComposer Page Builder and MooseDesk make it effortless to craft eye-catching, user-friendly pages in minutes. This powerful collaboration promises a game-changing experience, allowing you to design a stunning Shopify site with just a few simple tweaks.
About our Trusted Partner:
EComposer is a versatile, easy-to-use page builder designed for Shopify merchants. It enables you to create page types or sections with a live drag-and-drop editor.
Whether you need a landing page, homepage, collection page, product page, blog page, cart page, footer, coming soon page, 404 page, or any other theme section, EComposer has got you covered. Offering built-in extensions to boost your sales saves you time and money.
With the real-time drag-and-drop editor, you can easily turn hundreds of pre-made templates into yours. EComposer offers over 300 conversion-focused templates, 1,000+ customizable sections, and 25+ built-in add-ons packed with boost-sales features, giving you the ultimate toolkit to build any page or section you envision!
Key features:
300+ Conversion-focused Templates: Tailor page designs for your marketing campaign with conversion-focused layouts.
Powerful editor: Easily configure your designs and witness the changes in real-time. Each element includes numerous design options to help you create your own sections.
25+ Built-in extensions: Save tons of cost to boost sales with EComposer built-in add-ons. Some examples are Frequently Bought Together, You Might Also Like, Predictive Search and more. No cost for additional apps.
Dedicated Customer Support Team: 24/7 Live chat support ready to help in any case and at any time.
Together with MooseDesk, you can wave goodbye to coding for good. Meet EComposer—the #1 drag-and-drop page builder, designed to create any type of page or section that’s both visually stunning and optimized for high conversions.
Meet Our New Partner: TrackingMore – Elevate Your Order Tracking
We’re excited to introduce our latest partnership with TrackingMore! This collaboration brings together exceptional tracking capabilities from TrackingMore and top-notch customer support through the MooseDesk Help widget – all in one place for your business needs.
Supercharge your order tracking with TrackingMore – the top Shopify app that syncs with 1,200+ carriers globally! Over 10 years, TrackingMore has developed a complete enterprise-grade solution to meet the needs of e-commerce and logistics businesses. Track your orders in real-time and turn your post-purchase experience into a customer delight moment.
All-in-One Order Management: Streamline the shipping process by tracking packages from multiple carriers in a single dashboard, easy to identify key areas of improvement and streamline operations.
Branded Notifications: Impress customers with custom tracking pages and updates.Customize tracking pages with your company logo and colors to enhance brand recognition.
Smart Upsell: Boost sales with product recommendations during returns.
Dropshipper Support: Custom options to hide or replace logistics info. With better visibility into the shipment process, businesses can proactively address any issues or concerns that may arise.
Meet Our New Partner: MooseDesk & Cross Sell & Upsell
We’re thrilled to announce the latest partnership between MooseDesk and Cross Sell & Upsell. This is a Shopify app revolutionizing sales strategies through smart cross-selling and upselling. Together, we’re committed to elevating your e-commerce business to another level!
More than just a tool, it’s a powerhouse that empowers merchants to maximize their revenue potential. With over 900 glowing reviews and generating nearly $10M in additional revenue for merchants in 2023, the app has repeatedly proven its value.
Why You’ll Love Cross Sell & Upsell
More Integrations than Ever: Seamlessly integrate product recommendations across eight strategic locations on your website. Some xamples Product Page, Cart Page, Upsell Pop-Ups, Post-purchase Page, Home Page, Collections Page, Checkout Page, and Bundle Discounts.
It offers more locations than any other app, giving you the flexibility to activate upsells and cross-sells based on your plan. Higher-tier plans even include Custom Locations, where their team can craft custom code to integrate other tailored offers into your store seamlessly!
Flexibility and Control: Choose between manual product selection or AI-powered suggestions based on sales data to tailor offers to your audience.
Customization: Customize your sales funnel with cross-sells that align with your brand, integrating seamlessly with Shopify themes and personalized CSS options for a cohesive user experience.
How to Install Cross Sell & Upsell
Visit the Shopify App Store, search for Cross Sell & Upsell, and click “Add App.” You can start exploring the app’s powerful features with a 14-day free trial before committing to any plan.
Enjoy special deal and Save 17%!
Don’t miss out on a fantastic deal—save 17% on annual plans with us! You can save up to $100 USD and enjoy simplified billing with a single annual payment.
8 Practical Steps to Keep Your Customers Stay Longer on Website
Did you know the average visitor spends only 45 seconds on a website? This statistic is shocking, particularly when you think about how quickly a user can form an opinion about your website – just50 milliseconds. That’s merely 0.05 seconds, equivalent to the blink of an eye or a quick snap of the fingers. That’s why keeping your customers stay longer on your website is crucial.
In this article, we are going to share 7 actionable tips to help you achieve this goal. By the end of this post, you’ll know how to create a sticky website, reduce bounce rates, and increase conversions. Let’s get started!
1. Fulfill your headline’s promise
Getting customers to click on your headlines is just the first step. To keep them on your website longer, your content must deliver on the title’s promise.
Don’t create headlines that overpromise what your content can’t deliver. Even the most compelling headline crafted by a skilled writer won’t benefit your business if the actual content falls short of expectations.
So, how can you ensure your content fulfills the headline’s promise? Here are four ways to do so:
Be specific and accurate
Avoid using sensational or misleading language in your headline. Instead, focus on making a specific promise that your content can deliver.
For example, if your headline reads “10 Ways to Boost Your Sales by 50%,” your content should provide exactly that – 10 actionable tips to help customers increase their sales by 50%.
Use attention-grabbing but relevant images
Incorporate high-quality images that support your headline and content. This will help set the tone and expectations for the rest of the article.
For instance, if your headline is “The Ultimate Guide to Starting a Successful Online Business,” use an image of a business owner working on a laptop or a graph showing online business growth.
Use clear and concise language
Avoid using jargon or overly technical terms that might confuse customers. Use simple, clear language that resonates with your target audience.
For example, if your blog post is titled “10 Essential Metrics to Track for E-commerce Success,” use language that’s easy to understand and avoid technical terms that might overwhelm online store owners who are new to data analysis.
Deliver on promises with actionable tips
Provide actionable tips and steps that customers can implement. Make sure they leave with something useful.
Example: If the headline is “Optimize Your Website for Conversions in 7 Days,” each step should offer clear and actionable advice on how to improve website design, content, and user experience to increase sales and engagement.
When coming up with headlines, it’s important to strike a balance between being catchy and being honest. I saw a lot of articles promise “revolutionary” techniques or “overnight success,” but often just serve up basic advice.
While this may attract initial clicks, it often results in high bounce rates and frustrated customers. Remember that the goal isn’t just clicks but providing real value to your audience. By doing so, you help your customers stay longer.
2. Create easy-to-scan content
Did you know that38% of customers will stop engaging with a website if the content or layout is unattractive? That’s right – over a third of your potential customers might leave your site simply because it’s hard to read or navigate. This is why creating scannable content is crucial for keeping visitors on your website longer.
Scannable content lets customers quickly find the information they’re looking for without getting lost in a sea of text. On the other hand, non-scannable content can be overwhelming and frustrating, often leading to higher bounce rates and lower engagement. Ensuring scannable content helps customers stay longer.
So, how can you make your content more scannable? Here are some practical tips:
Use headings and subheadings
Break up your content into logical sections with clear, descriptive headings. This helps customers quickly identify the parts that interest them most. For example, you might use H2 tags for main sections and H3 tags for subsections.
Format important information
Use bold, italics, or underlining to make key points stand out. But remember, less is more – overusing these formatting tools can make your content look cluttered. Try to highlight only the most crucial information.
Use bullet points and numbered lists
These are great for presenting multiple ideas or steps in a concise, easy-to-read format. They break up large blocks of text and allow customers to scan through important points quickly.
Keep paragraphs short
Aim for two to three sentences per paragraph. Shorter paragraphs are easier on the eyes and help prevent reader fatigue. If you write longer paragraphs, consider breaking them into smaller chunks.
Use images and infographics
Visual elements make your content more attractive and help explain complex concepts more easily. They can break up text-heavy sections and provide a welcome break for your customers’ eyes. This, in turn, can help your customers stay longer.
3. Use call-to-action at the end of the post
Adding a strong call-to-action (CTA) at the end of your content can make a huge difference in keeping customers on your website. However, it’s essential to tailor your CTAs to the specific type of page they’re on. After all, you want to guide your customers on what to do next, and that next step varies depending on the page.
For Product or Service Pages
Encourage customers to take a concrete step towards purchasing. This could be as simple as “Leave your information for a consultation” or “Get a quote.” You can also offer a discount or promotion to sweeten the deal.
For Blog-Style Pages
Use CTAs to direct customers to related product pages or invite them to subscribe to your newsletter. You can also ask them to “Find out more” about a specific topic or “Read related articles.”
For Landing Pages
Since these pages are designed to convert visitors into customers, your CTAs should be clear and direct. Use action-oriented language like “Sign up now,” “Get started today,” or “Limited time offer – grab it now!”
For About Us or Contact Pages
Use CTAs to encourage customers to contact you or learn more about your company. This could be as simple as “Drop us a line” or “Meet our team.”
No matter what type of page you have, a great way to boost your CTA button’s effectiveness is by offering deals. Who doesn’t love a good deal? A discount or promotion can really motivate people!
If you are using Shopify, we highly recommend choosing BOGOS. This allows you to create exciting promotions that are hard to resist. With BOGOS, you can easily set up and manage promotions, ensuring customers see value in sticking around and exploring more of your site.
Another effective method is using a slide-in opt-in form. This form appears as the clients scrolls, grabbing their attention without being too pushy. It’s a great way to get sign-ups for newsletters or offers. Keep it simple and offer something valuable like a free e-book, a discount, or early access to new products.
Also, make your CTA buttons pop. Use bright colors and bold text, and place them where customers can easily see them. Link your CTA to relevant pages or products to improve the user experience. The aim is to help your customers stay longer and easily take the next step, ensuring they remain engaged with your content.
4. Use rich media in your post
Images and videos are powerful tools for capturing customers’ attention and conveying information quickly. Let’s explore how to use them effectively to keep them engaged on your website.
Images: A Picture is Worth a Thousand Words
Images are eye-catching and can break up text, making your content more digestible for customers. Here are some tips for using images effectively:
Choose relevant, high-quality images that resonate with your audience. Stock photo sites like Unsplash or Pexels offer a wide range of free, professional images.
Optimize your images for web use. Large file sizes can slow down your website, which might frustrate customers, so compress images using tools like TinyPNG or Squoosh.
Use alt text for all images. This helps with SEO and makes your content accessible to visually impaired users, enhancing the overall customer experience.
Consider using infographics to present complex information in a visually appealing way. Tools like Canva or Venngage make it easy to create professional-looking infographics that can keep customers engaged.
Videos: Bringing Your Content to Life
Videos can significantly boost engagement and time spent on your website. Here’s how to use them effectively:
Create short, attention-grabbing videos. Aim for 2-3 minutes or less to keep viewers engaged.
Consider using video thumbnails that entice viewers to click play. You can create custom thumbnails using tools like Snapseed or Canva.
Experiment with different video types, such as explainer videos, product demos, or behind-the-scenes content.
Use AI-powered video creation tools like Synthesia or Lumen5 to produce professional-looking videos quickly without a big budget.
Consider adding interactive elements to your videos using tools like H5P to add quizzes, hotspots, and other interactive features.
With these tips, you’ll be well on your way to creating content that informs and captivates your visitors.
5. Reduce page loading time
In today’s fast-paced digital world, every second counts. A swift-loading website isn’t just a nice-to-have feature; it’s crucial for keeping customers engaged and boosting conversion rates. Studies show that even a one-second delay in page load time can lead to a significant drop in theirsatisfaction and sales.
So, how can you rev up your website’s speed to ensure customers stay longer?
Optimize Images
Large images can slow down your site. Try using tools like TinyPNG or Squoosh (as mentioned above) to compress them without losing quality. If you’re on WordPress, plugins like WP Smush can automatically optimize your images when you upload them.
Implement a Content Delivery Network (CDN)
A CDN helps to speed up your site by distributing its content across multiple servers worldwide. This way, your site customers load content from the server nearest to them, reducing load times. Popular CDN services include Cloudflare and Akamai.
Minimize HTTP Requests
Every element on your webpage, like images, stylesheets, and scripts, requires an HTTP request. Reduce these requests by combining files, using CSS sprites, and inlining small CSS and JavaScript files.
By optimizing these elements, you can help your customers stay longer on your site.
6. Suggest related content with an internal link
Think of it like being a friendly tour guide for your website. You wouldn’t just leave customers at one spot and walk away, right? Instead, you’d suggest other cool places they might want to check out next. That’s exactly what you’re doing with related content links.
There are different ways to add this feature to your website. If you’re using WordPress, you can find plugins that automatically suggest related posts.
One of the popular options isYet Another Related Posts Plugin. This plugin uses a cool algorithm to find and display related content on your site. It’s super customizable, so you can choose how to display those posts.
Another common one isContextual Related Posts. This plugin lets you showcase related posts and similar content in your RSS feed. It’s super easy to set up and offers plenty of options to customize how it looks and works.
7. Use exit intent popup
If your customers are about to leave your website, you still have one more chance to engage them. This is where exit intent popups come in handy. These popups appear when their mouse moves towards the close tab button, signaling they’re about to exit.
In that popup, you will present something that encourages your customer to stay on your website a bit longer. It can be:
Mailing list subscription
Exclusive discount offer
Group invitation
Webinar registration
Freebie download (product, guide, or cheatsheet)
Attractive deal
Exit intent popups give you a final opportunity to convert customers into leads before they leave your site. They are designed to be irresistible, often including a form where they can enter their email to access your offer.
How do you add exit intent popups in WordPress?
Here are a few plugins that can help:
OptinMonster – creates & integrates popups easily, connects with your email marketing provider, and offers A/B testing to see which popups perform best.
Sumo–a user-friendly interface that helps you design attractive popups and track their performance.
Popup Maker – creates highly customizable popups that can be triggered by exit intent.
8. Add a live chat
Last but not least, don’t overlook the importance of customer support, particularly features that allow customers to live chat. Real-time conversations helps them find quick solutions to any problems. This can reduce frustration and abandonment rates for your website.
There are a wider range of tools available for you to add live chat to your website. However, remember to consider factors such as: budget, ease of use and some required features. A good live chat should at least have these features:
Customizable chat widget
A chat widget which can be customized helps you adjust the appearance to match your brand identity. Some customizable elements include: color scheme, greeting messages, ability to add your logo, etc.
File sharing
File sharing in live chat allows both agents and customers to exchange documents, images, or other files directly within the chat. It’s more convenient if your team needs to share product manuals, screenshots or receive customer documents.
Mobile support
When adding a live chat to your store, make sure that it has responsive design that adapts to different screen sizes. It should also have push notifications for new chat requests. In doing so, your team can always stay up to date with latest messages.
Analytics and reporting
This feature provides closer look into your live chat performance and customer interactions. For example, you can measure chat volume statistics (daily, weekly, monthly), average response time and other chat activities.
If you are using Shopify, you can consider usingMooseDesk, a comprehensive customer support solution with Live Chat, FAQ Builder and Helpdesk. Its live chat feature helps you engage with customers in real-time and solve any inquiries faster and easier. This can lead to improved customer satisfaction and ultimately, business growth.
Conclusion
We hope you find this blog post useful for improving your website. By following these seven practical steps, you can help your customers stay longer on your site.
Remember, engaging headlines, easy-to-scan content, clear CTAs, rich media, fast loading times, internal links, and exit intent popups are key to keeping visitors engaged. Implement these tips, and you’ll see a noticeable improvement in your website’s performance and customer retention.
Building a successful eCommerce store requires the right tools and strategies to create an engaging and high-converting shopping experience. At MooseDesk, we understand the importance of seamless design and user-friendly features in building a powerful online presence.
That’s why we are thrilled to partner with Foxify – Smart Page Builder from FoxEcom. This collaboration will surely enhance your eCommerce power, making building, optimizing, and growing your online store easier than ever.
About our Trusted Partner:
Foxify is the ultimate Shopify app that revolutionizes how you design and build your eCommerce store. Whether you’re a seasoned pro or new to the world of online retail, Foxify empowers you to create stunning and high-converting pages without coding skills needed.
With the intuitive 1-click editor, you can transform any creative vision into reality. From 90+ high-converting templates and 70+ sections to AI-powered tools with conversion-focused features, Foxify stands ready to build anything any way you want!
Key features:
150+ High-converting Templates: Quickly create and launch landing pages, product pages, collections, and blogs
Advanced Analytics and Reports: Monitor and optimize your pages with page metrics and sales performance data to better understand your customers and boost results
Built-in Upsells and Cross-sells Extensions: Easily grow your store with sales-boosting extensions, from Filters, Recently Viewed Products, Product Quick View, Sticky Add-to-Cart, and more.
AI-driven Content Generation and Translation: Compose and translate page content seamlessly with AI-powered Fox Magic!
Say goodbye to the sweat and tears of web design. Now welcome Foxify – the leading smart page builder that impacts sales, costs, and profits all at once!
You’ve got the perfect product, and now it’s time to get your customers talking about it. When used correctly, word-of-mouth reviews can be one of the most powerful marketing tools to increase your sales. This strategy can include customer reviews and give customers the final push to make a complete purchase in your Shopify store.
So, how do you encourage your customers to leave those valuable reviews? One of the best ways is to do it organically with the traditional way – asking them directly.
Learn the value of customer reviews and how to ask for customer reviews properly. At the end of the blog, we will provide you with 6+ templates for asking customer reviews.
With the shift in customer behavior due to globalization, customers are leaning more towards online shopping. As this trend shifted, so did their source of trust. Here’s why customer reviews are important:
1. Helps Increase Your Shopify Store’s Trust and Credibility
Regardless of what type of Shopify stores you have, customer reviews reflect how your customer perceives your store. Often if customers are new to a website, they will first read your customers reviews before deciding to purchase a product or service.
Nine out of ten customers read customer reviews before completing a purchase. From a customer’s perspective, they are more likely to trust fellow customers’ opinions rather than the seller’s, as reviews come from real people with authentic experiences.
Apps like Judge.me can help you to showcase your customer reviews and customers’ honest opinion to build trust with your future customers.
2. Improves Your SEO Ranking
Search engines love fresh content. Besides, they will use customer reviews to see if your business is a good match for local searches. If you have more customer reviews with an optimized website, your website will rank higher in local searches. The way it works is by writing reviews, customers will tend to use specific keywords and phrases.
Once those keywords are identified, search engines will have a good grasp of what your store is about. This helps your website appear in relevant search results. As you accumulate more reviews, your business credibility will improve, increasing your chances of being highlighted by search engines.
As a result, you will have more chances of being highlighted by search engines. Think of reviews as a continuous stream of user-generated content that keeps your site active and engaging. Apps like SEOAnt can help you automate all your SEO work and optimize your SEO rankings.
How to Ask for Customer Reviews?
Requesting for customer reviews can seem tricky, but it’s simpler than you might think. There are two ways to do this either by asking them directly or earning them through incentives. Let’s learn more ways to ask for customer reviews:
1. Reaching Out to Customers Through Email Notifications
Asking them directly is often the most effective approach. After a purchase, reach out to your customers with a personal message. Whether through email, or a phone call, directly asking for their feedback shows you value their opinion. So, be sure to make the review process simple and hassle-free. You can do this by providing clear instructions and direct links to your review platform.
The easier it is, the more likely customers will take the time to leave their thoughts. In addition, consider using apps like Klaviyo to send review requests automatically, trigger review requests based on delivery date, and review data to segment your customers.
2. Incentivizing Your Customers With a Loyalty Program
It’s no surprise that customers are more motivated to complete an action when they are offered a reward or incentive like discount codes. Incentivizing will help you to increase the likelihood of repeat purchases by rewarding them. Platforms such as Ako Loyalty Retargeting CRM can help you to reward customers through VIP tiers and points programs.
By integrating Judge.me, you can encourage customers to leave reviews in exchange for points and rewards within the Ako Loyalty Retargeting CRM app.
3. Providing Exceptional Customer Service With MooseDesk
Another way to gather reviews is by earning them through exceptional service. When customers have a great experience, they’re more likely to share it without being asked. They can be your biggest advocate! Just remember to go above and beyond in your customer interactions, cause you want to make your customers feel they are valued after leaving your store.
If you haven’t had an all-in-one customer service platform, consider using MooseDesk. This app can help you to achieve high-quality customer reviews. Their features allow you to add live chat widgets to your Shopify store, manage all of the customer tickets within one dashboard and enjoy other handy solutions to make happy loyal customers.
6+ Clever Templates to Ask For Customer Reviews
Earlier in the blog, we learned about the value of asking for customer reviews. However, finding the right words and crafting new reviews can be a hassle. With that in mind, it’s easier for sellers to use customer reviews templates. They can ensure consistency, save time and make the process easier for you and your team.
Looking closely at the example given above, we want to maintain a polite, friendly and professional tone when asking for customer reviews. Below we provide several templates to ask for customer reviews:
1. The Thank You Template
Using this template shows that you appreciate their purchase while gently requesting feedback. It is a great way to make customers feel valued and heard:
Dear (Customer’s Name),
Thank you for shopping with (Your Store Name) – we hope you were happy with your order.
We’d love to hear your experience of using (Product Name), so we would like to invite you to review us on (Link) – it will only take (X) minutes and will be invaluable to us!
Thank you so much,
(Your Name)
2. Customer Support Follow-Up Template
This template is made for businesses that want to follow up after providing customer support. You get to thank the customer for the opportunity to assist and ask for feedback to help improve future service:
Hello (Customer’s Name)
Thank you for contacting us.
We recently assisted you with (describe the support issue briefly). We would like to hear your thoughts about your experience with our customer service team.
Please take a few minutes to share your thoughts (Link to Review)
Best regards,
(Your Name)
3. The Straightforward Template
If you need a direct template and to the point, try this straightforward template. It quickly asks customers to leave a review to help improve customer satisfaction straightforwardly without any frills:
Dear (Customer’s Name),
We hope you’re loving your (Product Name)! Please help us improve our customer satisfaction by writing a quick review (Link to Review). We would be extremely grateful
Kind regards,
(Your Name)
4. The Simple and Easy Template
For simplicity, you can use this template, which politely asks customers to share their experiences and ensures them that their feedback is valuable. It’s ideal for encouraging reviews without overwhelming the customer:
Hello (Customer’s Name),
We would love to hear about your experience using (Product Name). If you can spare a few minutes to leave us a review, we’d be very grateful! (Link to Review)
Thank you for your time and for choosing (Your Store)!
Best,
(Your Name)
5. The Personal Touch Template
Whenever you want to make your customers feel personalized with a heartfelt tone, you can use this template. Customers will feel that you truly value their opinions and are personally interested in their feedback:
Dear (Customer’s Name),
We noticed that you purchased (Product Name) on (Date). Your opinion means a lot to us, and we’d love to hear what you think. Could you please spare a few minutes to leave a customer review on (Link to Review)? It would help us a lot.
Thank you!
Best regards,
(Your Name)
6. The Incentive Offer Template
If you need to give your customer a little push to complete the customer review, then this template will work. Using this template can encourage reviews while rewarding your customer loyalty:
Hey (Customer’s Name)!
We wanted to say thank you for shopping with us and we’d love to know your feedback on (Product Name). Your feedback is really important to us and we aim to improve our product! In exchange for your feedback, here’s a 50% discount code just for you!
(Link to Review)
Thank you so much!
Cheers,
(Your Name)
7. The Friendly Reminder
This template is good to be used after some time to check in with the customer and invite them to share their experience. It’s an easy way to show customers you care about their ongoing satisfaction:
Hello (Customer’s Name),
We are reaching out to you to check in and see if you have any questions of feedback about our (Product Name). If you have a minute to spare, please leave a review on (Link to Review). Genuine insights from customers like you will be incredibly helpful to us and our community.
Warm regards,
(Your Name)
Final thoughts
Getting customer reviews doesn’t have to be complicated. When you manage to understand their value and ask directly, you can build trust, improve your SEO, and enhance customer engagement. To ask for their reviews, you can simply use Klaviyo and Judge.me integrated into Ako Loyalty Retargeting CRM, along with MooseDesk to provide exceptional customer service.
With over six polite, professional, and friendly customer reviews templates provided above, we hope to save you time, ensure consistency, and make the process easier for you and your team. As a result, we hope that you can engage better with your customers and better understand them.
Meet Our New Partner: Ako Marketing – Loyalty & Retargeting
We’re excited to announce that we have officially partnered with Ako Marketing: Loyalty & Retargeting. Akohub is an all-in-one tool that helps merchants grow their business on Shopify with a customized Loyalty Program, Retargeting Funnel, and CRM Dashboard. This collaboration marks a significant step towards our commitment to delivering exceptional value and fostering stronger customer relationships.
Here are some of the standout features that make Akohub a must-have for any eCommerce store owner:
Ako Loyalty Program: It boosts customer retention with VIP Tiers and various ways to earn points. These points can be redeemed for Referrals, Signups, Reviews, Birthdays, 1-Click Social Login. It’s also the only loyalty app on Shopify that has a seamless points redemption checkout process.
Ako Marketing Funnel: It boosts Instagram, Google, Facebook Retargeting conversions and reduces ad costs. With Instagram DM Automation, it can increase engagement and sales by delivering shoppable messages to customers when they comment on Instagram posts
Ako CRM Dashboard keeps all of your Customer Engagement activities with your business so you can gain deeper insights and allow you to make smarter e-commerce marketing strategies.
Meet Our New Partner: SearchPie SEO & Speed optimize
We are thrilled to announce our latest partnership with SearchPie, a leading authority in SEO and website speed optimization. This collaboration marks a significant step forward in our mission to enhance the online presence and performance of our clients’ websites.
About our Trusted Partner:
SearchPie is a leading Shopify app specializing in SEO and website speed optimization. With a dedicated team of experts, it helps businesses improve their online visibility, attract more organic traffic. Eventually, it can enhance user experience through strategic optimization techniques. With its SEO Manager feature, you can easily spot and fix issues on your store or landing pages using smart SEO reports. Hence, this app promises to empower businesses to succeed in the competitive digital landscape.
SEO Manager: Detect all issues via smart SEO reports for stores & landing pages
SEO & Traffic Booster: Rich Snippet JSON-LD, Meta Tags, Image ALT Tags, Backlink
Website Credibility Protector: Long & 404 URLs auto-detected & navigated by AI
SEO Content Generator: Create unique product descriptions effortlessly with AI
So, why hesitate now? Experience improved website performance and enhanced SEO with SearchPie!Stay tuned for more updates and exciting developments as we embark on this journey together with SearchPie!
MooseDesk x BON Loyalty Rewards Referrals: Turning One-time Buyers into Repeat Customers
We’re excited to share our latest partnership with BON. As you might already know, Bon is the leading Shopify loyalty app designed to boost customer experience with ultimate rewards, and VIP programs.
BON allows merchants to create personalized loyalty programs, which are tailored to their brand identity and customer preferences. With BON, users can take improve customer service by incorporating loyalty programs into their support strategies.
Now, let’s discover how BON can power online businesses:
Customized points & rewards programs: Bon has a customized point-based system that transfers to discounts or rewards for both online and POS customers. Therefore, BON can encourage more purchases for online stores.
Ultimate VIP Tiers Program: Spend more in BON’s VIP program to increase tiers and get extra points, rewards, and discounts. As a result, it can boost customer engagement and encourage repeat business.
9 Types of Automated Email: Stay in touch with customers using BON’s automated emails. Eventually, these customers stay updated about their points and other important information.
Customization Mastery: Customize widgets, landing pages, and emails to fit your brand with BON’s tools. This helps maintain brand loyalty and consistency.
Multilingual Support: BON supports over 250 languages, allowing you to reach a global audience. This enhances engagement and boosts conversion rates.
Seamless Integration: Easily integrate BON with platforms like LAI product reviews, Klaviyo, Judge.me, and Fera. This improves functionality and streamlines operations without any disruptions.
Meet Our New Partner: UpPromote Affiliate Marketing
We’re excited to introduce our latest partnership with UpPromote Affiliate Marketing, a highly recommended affiliate and referral marketing solution within the Shopify ecosystem.
Trusted by over 120,000 brands globally, including eCommerce experts and educational partners, UpPromote transforms customers into active promoters.
1. Build Affiliate Programs: With UpPromote, you can set up dynamic commission structures—flat-rate, percentage-based, or tiered to motivate your affiliates.
2. Affiliate Recruitment: Easily recruit diverse affiliates by using a range of tools. They include registration forms, the UpPromote Marketplace, MLM tactics, customer referrals, and Post-Purchase Popups.
3. Affiliate Management: Empower your affiliates with various promotional tools, such as links, banners, and discount codes. UpPromote also includes fraud protection features to ensure the legitimacy of every click and referral. Therefore, it can help you manage chargebacks and adjust earnings as necessary.
4. Real-Time Tracking and Automated Payments: Stay on top of your campaign with real-time sales, clicks, and conversions reporting. Additionally, simplify your payment processes with automatic payouts via PayPal.
5. Other advanced features:
Customization: Feature development is available upon request to meet specific business needs and tailor your affiliate programs.
Multi-store connection: Seamlessly connect and manage multiple stores and affiliates from a single account, offering convenience and efficiency in overseeing diverse business operations.
Experience the simplicity and power of UpPromote with a Free Plan and a 14-day trial. Enjoy a risk-free opportunity to explore these robust features.
Get started with UpPromote today and revolutionize your strategy management. Install UpPromote now and build marketing campaigns with ease!
We’re thrilled to welcome BOGOS to MooseDesk’s partnership network. This partnership includes BOGOS’s gift offers and MooseDesk’s customer service features. It promises to enrich the shopping experience for your buyers on Shopify.
We believe this partnership allows you to add more value to customers’ purchases and elevates the customer experiences like never before!
About BOGOS
BOGOS aims at helping Shopify stores make more money by using gift campaigns. The app changes how sales promotions work with offers like buy one get one free and custom gifts for certain customers. Furthermore, here’s what makes BOGOS stand out:
Gift promotion campaign: Start buy one get one free deals on selected products or give gifts based on cart value.
Offer promotion: Keep customers updated on deals with widgets, gift icons, and cart messages.
Offer combos: Increase sales by combining multiple gifts and creating tiered offers.
Personalization: Give special offers to customers based on their location, tags, or specific links.
Detailed analytics: See how well each offer is doing and keep improving them.
Built-in integrations: Works easily with Shopify POS, Shopify Flow, Headless stores, and other Shopify apps.
In conclusion, BOGOS is a strong tool for Shopify stores to make more money with gift campaigns. Not only does it help maximize sales but it also works smoothly with Shopify for easy operation sales. With seamless integration to Shopify, this app further ensures a smooth and efficient operation.
👉 Install BOGOS to increase your Average Order Value!
We’re thrilled to announce our newest partner, LAI Product Reviews, an all-in-one solution for enhancing your store’s credibility and boosting customer engagement through powerful product reviews.
1. Seamless Review Import: LAI makes it simple to import product reviews from sites like AliExpress, Amazon, DSers, CJ, and more. You can also import reviews from a custom CSV file.
2. Fully Customizable Widgets: Design widgets to fit your store’s look, making product reviews blend seamlessly and enhancing your customers’ shopping experience.
3. Powerful Management Features: Control your reviews with options to reply, pin, hide, copy, sync, and group them. These tools help you present the best customer feedback.
4. Multimedia Reviews: Show photo and video reviews to add more authenticity and detail to your product pages.
5. Flexible Showcase Options: Display reviews on your homepage, collections, product pages, pop-ups, and more to maximize their impact.
6. Automatic Email Campaigns: Use LAI’s automatic emails to easily gather genuine reviews from happy customers.
7. Q&A Feature: Answer customer questions directly through LAI’s Q&A feature to build trust and transparency.
8. Incentive Program: Encourage more reviews by rewarding customers for their feedback with LAI’s incentive program.
9. Seamless Integrations: LAI works smoothly with platforms like Google Shopping, Klaviyo, Omnisend, Weglot, PageFly, BON loyalty, and more, ensuring everything works well together.
With LAI Product Reviews by your side, you’ll have everything you need to leverage the power of customer feedback and take your store to new heights of success.
Ready to supercharge your store’s credibility? Get started with LAI Product Reviews today!
Shopify Customer Support Templates: Angry, Happy and More
Communicating with customers on online channels plays a key role in the Shopify marketplace. But sometimes, the customer support team may encounter angry customers, which demands an organized and in-time approach.
This is where the pre-made customer support templates come in handy. They will save the agents a lot of time in solving customer’s issues.
In this article, we are going to provide online merchants with well-designed customer support templates. These templates show how to handle different situations and make sure your customers feel happy walking away.
Customer Support Templates 101: Handling Angry, Happy, and More Scenarios
Communicating with customers on online channels plays a key role in the Shopify marketplace. But sometimes, the customer support team may encounter angry customers or assist those with confusion, which demands an organized and timely approach. This is where pre-made customer support templates come in handy as they will save the agents a lot of time in solving customers’ issues.
In this article, we are going to provide online merchants with well-designed customer support templates on how to handle different situations and make sure your customers feel happy walking away.
Before diving into our ready-prepared templates, it is essential to understand all the basics of what makes a good customer support template. Based on these suggested criteria, online merchants can also customize new templates that align with their business.
Empathy
A good customer support template must ensure that the customers feel like they are being genuinely cared for. To demonstrate empathy, the support agents must understand their emotions and concerns. On acknowledging these feelings, agents can now create a supportive environment for their customers.
How to leverage empathy in your customer support templates? Let’s take a brief look at these actionable tips:
Use the customer’s name
Imagine meeting someone for the first time and they remember your name right away. It always feels more welcome and warmer when you address customers by their name. Remembering a customer’s name makes them feel valued. Using names personalizes conversations and builds trust, creating a positive connection between customers and your brand.
Be conscious of the conversation history
Reviewing past conversations with customers helps support agents avoid misunderstandings. It also ensures customers don’t have to repeat their problems, which can frustrate them. Plus, knowing previous interactions makes it easier for merchants to spot patterns in customer behavior.
Understand customer persona
When talking with customers, support agents should keep in mind the details about their characteristics, preferences, etc. But what if you are providing support to this customer to solve an inquiry, then you have to switch shifts to another agent? Will he or she be able to understand the customer as well as you?
Luckily, we have come up with a simple yet powerful solution for this situation: Add note. This small feature allows the customer support team to easily collaborate without any disruption.
A clear and concise tone of voice is very important for customer support templates. It helps avoid confusion and misinterpretation. When both sides understand each other, problems can be solved more smoothly and quickly.
Furthermore, maintaining a professional manner will reflect the brand’s reputation and make customers trust you more. Of course, merchants need to remain consistent between templates, so that when customers remember you, they think about reliability and professionalism.
Efficiency
A customer template that can help support agents address a high volume of tickets within short periods is an efficient one. This can help improve both customer retention rate and team productivity for your business.
To ensure this criterion, predefined templates should cover the most basic information and a few different outlines of steps on how to solve the issues. And don’t forget to anticipate follow-up questions that may come up after you send the response to the customer.
Seems like there is a lot to cover, right? Worry not, we will reveal these templates in the next section right now!
Creating Support Templates Step by Step
Angry Customers
Angry customers with frustrated complaints are definitely the least thing we want when selling online. But as customer support agents, being able to assist these customers means that you can handle almost any other case!
Plus, it’s no longer difficult when interacting with angry customers because we will provide you with this piece of sample.
Good morning [Customer’s name]
This is [Your name] from [Your company name]. I understand that you are having annoying trouble and I would like to sincerely apologize for any inconvenience caused by [the issue]. Our team is committed to delivering a satisfactory resolution within a short time.
I will keep you updated on any progress. In the meantime, this article [resource link] may help clarify some aspects of the problem.
Thank you for bringing this matter to our attention and we appreciate your patience and understanding.
Sincerely,
[Your name]
Make sure your tone remains apologetic and understanding. What’s more important is to show them your team is working actively and diligently to identify the root cause and deliver the final solution.
Happy Customers
Like interactions with angry customers, a template for each happy customer is also essential to any Shopify business. With this template, merchants can save time and be able to encourage further engagement, such as signing up for newsletters, joining in loyalty programs, etc.
Let’s take a look at the sample:
Hi [Customer’s name],
I am so glad to hear that you like our product. As a valued customer, your opinion really matters to us. We’d be incredibly grateful if you could spare a few minutes to leave a review on our website!
Besides, here is the special voucher (gift/ redeem code/ etc.) we would like to give you when introducing us to your friends or family members.
[insert picture here]
Thank you once again for choosing [Your company name]. We look forward to serving you and your loved ones in the future!
With love,
[Your name]
Confused Customers
While shopping online, customers often face minor issues like clothes size, order tracking, or wrong products. This pre-designed template helps support agents clear up confusion and guide customers to resolve these issues effectively.
Now, let’s take an example of a case where the customer is confused about his product order tracking and how to check it.
Hi [Customer’s name],
Thank you for reaching out to us regarding the tracking of your recent order. I understand your confusion and would be happy to assist you clarify it. Here are the suggested steps to solve the issue:
Step 1: Please log in to your account on our website
Step 2: Navigate to the Order History section
Step 3: Locate the specific order and click on the tracking number [Insert picture if you have]
By following these steps, you can view the current status and location of your package. If you encounter any further issues, please feel free to contact us. We are happy to assist!
With love,
[Your name]
Technical Issues
There are various reasons why customers may encounter technical issues in your online store. Maybe the customer’s device or browser is not compatible with your website. It can lead to display errors or difficulties in navigating the site. Or it is due to poor internet connectivity that affects the online shopping experience.
Whatever the reason is, support agents must help the customers identify and address the issue promptly. Here’s how a template for technical issues looks like:
Good morning [Your customer’s name],
I sincerely apologize for any inconvenience this error must have caused. It appears that this problem resulted from [the source of the technical issue] and our team is working diligently to fix it as soon as possible.
The issue is estimated to be resolved by [expected date and time] and I will let you know when it is finished.
Once again, I am truly sorry for the frustration you have experienced, and appreciate your patience as we work to resolve it. Please feel free to contact me directly if you need any assistance.
Sincerely,
[Your name]
Refund Requests
When running an online business, it’s unavoidable that customers may not feel happy with your products. In this case, they will be likely to ask for a product exchange or a refund. There are various reasons for this situation. But what’s more important is how you respond to those requests with grace.
Try out this template to handle refund requests from customers:
Hi [Customer’s Name],
Thank you for reaching out for a refund request re on your purchase of [name of product/ service].
I’m sorry to hear that our product didn’t meet your requirements. I completely understand your decision and apologize for any inconvenience it may have caused.
Because your request falls under our refund policy [briefly state refund policy], we will gladly honor your decision. We have issued a refund to your [original payment method]. It may take up to [number of business days] to see the amount credited to your account.
If you have any questions, please let me know. I’d be happy to assist you!
Thank you for your time and for giving us a try.
Sincerely,
[Your name]
Bonus Tips for a Better Support Template
Quick Response
First, a quick response time shows customers that support agents are always available to help them solve their issues. This can prevent those issues from escalating into bigger problems.
Besides, timely support also leads to a higher customer satisfaction rate and repeat purchases. That’s why we propose these templates to help you save time and focus on other important tasks.
Start with an Apology if it Causes Inconvenience
Make sure to apologize for the inconvenience first. By saying sorry, support agents show they understand the customer’s feelings, even if they are negative like frustration or disappointment. This helps to calm the situation and makes it easier to have a positive conversation later.
Some common phrases to use to express empathy through apology:
I am genuinely sorry for any inconvenience caused by…
I apologize for any inconvenience this may have caused
I regret any inconvenience this situation has caused.
I am sorry for any trouble or inconvenience this has caused you.
I want to express my regret for any inconvenience you’ve encountered
I apologize for any disruption or inconvenience that may have arisen.
Use Positive Language
Positive language helps create a friendly atmosphere for your customers. Make sure to add positive language when interacting with them to make them feel at ease.
We recommend using these phrases below for a better customer support template:
I am not sure → I will find out
I don’t know → I’ll find out the answer
I don’t understand → Could you please provide more information?
I can’t promise anything → I’ll do my best to meet your expectations
That’s not my responsibility → I’ll ensure it gets resolved for you
That’s not what I meant → Let me clarify my point
You must → Would you mind
Feel free to mix and match to create a unique template for your business!
Final Thought
There are a lot of things to cover once you start building your business and setting up a customer support operation. We hope that these templates will help you save more time and streamline your process.
If things get too complicated, we highly recommend using a customer support app to improve team productivity. Try MooseDesk – a free all-in-one solution for customer support! All features are available for free now!
10 Proven Tips For Customer Retention & Loyalty On Shopify
Customer retention and customer loyalty are crucial for Shopify merchants to drive sustainable business growth and maintain a competitive edge in the marketplace. Businesses nowadays often invest a huge amount of money into acquiring new customers but forget to focus on existing customers, who can help them reach revenue goals more cost-effectively.
Therefore, in this article, we introduce a curated list of 10 actionable tactics, designed to help Shopify merchants nurture their lasting relationships with customers.
First and foremost, we should understand the definition of customer retention and loyalty to see how these two factors are different and related to each other.
Customer retention means how many customers stay with the business over a certain time. This factor is also related to the ‘churn rate’, which is one of the most important metrics for all online or in-store businesses. But keep in mind that customer retention rate highlights the percentage of customers who stay with you, while churn rate is the percentage of customers who leave.
Meanwhile, customer royalty indicates his or her predisposition to choose a business over thousands of other competitors out there. A high rate of customer loyalty means that a customer will consistently respond positively to a brand and also be willing to engage.
How to measure customer retention and customer loyalty?
Customer retention
There is a simple formula to calculate to customer retention rate (CRR), which consists of 3 main elements: the number of customers at the beginning, the number of customers at the end, the number of new customers during the measurement period.
When it comes to customer loyalty, it is more difficult to measure than customer retention rate because loyalty is an emotion. However, there are a few metrics we can use to grasp a basic understanding of the customer loyalty level. Some of the most common metrics are:
Net Promoter Score (NPS)
Net Promoter Score is used to measure customer loyalty based on their tendency to recommend products or services to other people. Here is how the formula looks like:
NPS = (% Promoters) – (% Detractors), in which:
Promoters (score 9-10): Customers who are highly satisfied and likely to recommend.
Passives (score 7-8): Customers who are somewhat satisfied but not willing enough to promote.
Detractors (score 0-6): Customers who are dissatisfied and may spread negative word-of-mouth.
Ranging from -100 to +100, the NPS score is considered to be generally good if it is above 0. The higher the score, the better it is!
Customer lifetime value (CLV)
This metric estimates the total revenue a business can expect from a customer throughout their relationship. This is one of the must-have metrics for any Shopify merchants nowadays.
The formula looks like this:
CLV = Average Purchase Value × Average Purchase Frequency × Customer Lifespan.
In which:
Average Purchase Value: This is calculated by adding up the total revenue from all purchases and dividing by the number of purchases
Average Purchase Frequency: Find out how often customers make purchases within a specific time frame (e.g., monthly, annually) by dividing the total number of purchases by the number of unique customers.
Customer Lifespan: Estimate how long a customer is likely to continue purchasing from your business
In order to measure how engaged customers are with several aspects of your business such as products, services, we use this CES metrics, which is also an effective way to measure customer loyalty on Shopify.
Before diving into the formula, we have to identify which are the engagement touchpoints that your business is using. Some touchpoints can be:
Shopify store visits
Email opens
Product purchases
Social media channels
After that, we assign a weight on a scale from 1 to 10 for each touchpoint based on how important it is to your business goals and objectives. For example, a purchase might have a weight score of 8, while a social media like accounts for only 1.
Then, to count the number of events, we can use event tracking tools and see how many users interact with your Shopify store. Therefore, it is vital to set up store analytics right from the beginning.
Having all of these inputs, now the formula for Customer Engagement Score (CES) looks like:
Customer Engagement Score = (Weight event 1 x Number of events 1) + (Weight event 2 x Number of events 2) + …
10 Proven Tips For Customer Retention And Loyalty On Shopify
Tip 1: Tailor the shopping experience
Having important aspects of your Shopify store customized for specific needs of the target audience is the first tip to improve your customer retention rate. One way to create a personalized and memorable shopping experience for customers is through product recommendations.
Fortunately, Shopify Partners offers various apps and tools that allow merchants to analyze customer data and behavior to recommend products that are relevant to each shopper. For example, with Wiser Product Recommendations or Cross Sell & Upsell, merchants can understand customer browsing history, purchase patterns, and preferences to suggest products that align with their interests.
A great example of brands customizing shopping experiences for customers on Shopify is BlendJet. This Shopify-based business sells portable blenders and it usually recommends products based on what customers have previously viewed or bought. For instance, if a customer adds a portable blender to their cart, BlendJet might suggest additional accessories like travel cups or silicone sleeves to enhance their drinking experience.
Tip 2: Create a rewards program
Creating a reward program on Shopify is a powerful strategy to encourage repeat purchases, foster customer loyalty, and drive engagement. With Shopify’s app partner system, merchants can easily set up and manage their own rewards programs that are suitable for their style and branding image.
Some popular apps for merchants to create reward programs include Smile: Loyalty & Rewards, which has nearly 5,000 reviews and an average rating of 4.9 or Yotpo, another famous reward program provider on Shopify. These apps can be integrated seamlessly with Shopify stores and allow merchants to design their unique programs that offer rewards, discounts or exclusive perks for customers.
Tip 3: Offer 24/7 customer support
Customers will easily trust brands that can offer them around-the-clock assistance and make them feel like their problem is handled carefully. Thanks to Shopify’s various support tools, merchants can now resolve customer issues promptly and increase customer retention by multiple times.
Apps like Gorgias or MooseDesk enable merchants to add live chat widgets to their Shopify store, manage all of customer tickets within one dashboard and enjoy other handy solutions to support their customers.
For example, Gymshark, a successful Shopify brand specializing in fitness apparel, offers 24/7 customer support through live chat on their store and website. They leverage live chat to address inquiries and offer personalized assistance regardless of any time zone. This proactive approach not only ensures a seamless shopping experience but also helps Gymshark build stronger relationships with their customers and drive repeat purchases as well.
Tip 4: Use email marketing
This tip may sound familiar to many Shopify merchants as it has been proven to be a powerful strategy to increase engagement, sales and build long-lasting relationships. In addition to the benefits of reaching target audience or maximizing ROI, this tip also helps Shopify merchants to foster their emotional connection with current customers and turn them into loyal fans.
To deploy email marketing effectively on Shopify, merchants usually follow several manual steps, from building a quality email list, segmenting target audience to creating attractive content. All of these steps may be time-consuming, so we recommend using automation tools to streamline these email marketing activities.
Shopify App Store has various types of email marketing apps that can confuse you when you choose an app for the first time. Let’s take a look at some common apps for Shopify merchants, such as Omnisend or Klaviyo.
With these apps, merchants can send out regular emails featuring new arrivals, promotions, and exclusive offers, etc. to keep the customrers engaged and eventually made a purchase.
Tip 5: Optimize your website for mobile
Online shopping via smartphones is on the rise during recent years and visitors to your Shopify are no exception. They look forward to finding the desired products in the most easy and convenient ways.
So how do we optimize the website for a mobile-friendly version? First, select a Shopify theme that is mobile-responsive, which means the screen sizes can automatically fit with any mobile device.
Don’t forget to optimize the page load speed to ensure your Shopify store loads quickly on mobile devices too. Besides, it is also advised to streamline the navigation by using clear and intuitive menus, buttons, and layouts.
Tip 6: Create interactive content
Interactive content plays a key role in fostering a deeper connection between customers and the brand. It involves elements that encourage users to actively participate while browsing your Shopify store, which can increase the likelihood of engagement and conversion for your business.
One brilliant way to create interactive content is to build a shoppable lookbook of your products. Having an attractive product gallery will encourage visitors to click on items or make purchases directly. Try this Covet Instagram Feed & Reviews app for a visually appealing and aesthetic vibe for your store. Remember to use concise and scannable text, clear fonts, and a clickable call-to-action button too!
Tip 7: Provide excellent post-purchase support
Providing excellent post-purchase enables Shopify merchants to improve customer satisfaction, foster loyalty, and encourage repeat purchases. Post-purchase support refers to the service provided to customers after they have completed a transaction. It includes order fulfillment, shipping, returns, and ongoing customer service.
Among those factors, returns and exchanges seem to be the most common one that usually happens to Shopify merchants. Therefore, remember to provide easy-to-follow instructions and offer options like prepaid return labels or store credits to facilitate the process.
Tip 8: Over-deliver
Any Shopify merchants who wish to foster long-term loyalty can try this exclusive strategy. It involves setting realistic expectations with customers and then surpassing those expectations by delivering exceptional products or services. For example, merchants can offer unexpected bonuses or gifts with purchases. This could include free samples, exclusive discounts on future purchases, or personalized thank-you notes. Shopify merchants can use apps like BOGOS to easily add surprise gifts to orders.
Tip 9: Build a strong community of customers
By nurturing a community around their brand, Shopify merchants can generate more interaction, advocacy, and support among customers, which results in increased brand awareness and customer retention.
An example of a brand that has successfully built a strong community of customers on Shopify is “Pura Vida.” Pura Vida is a Shopify-based brand that sells handmade bracelets and accessories crafted by artisans around the world. To entice customers to sign up, Pura Vida created the Pura Vida Club, offering some exclusive perks and limited-edition products through its subscription program. “Subscriptions are one of the most exciting and fastest-growing aspects of our business. It has allowed us to grow with confidence we wouldn’t have otherwise” – said Griffin Thall — Co-founder of Pura Vida.
Tip 10: Gather feedback and track key metrics
Last but not least, every merchant should understand how to measure customer satisfaction. By collecting feedback and analyzing metrics, Shopify merchants can make data-driven decisions to boost customer retention and loyalty.
The quickest and easiest way to gather feedback is to collect reviews and testimonials on your Shopify stores. You can encourage customers to leave reviews on your Shopify website or other platforms like Google or social media.
Positive reviews not only provide social proof but also offer valuable feedback that can help improve products and services. Meanwhile, pay attention to feedback and inquiries received through customer support channels like live chat, email, or phone.
Plus, don’t forget to analyze common questions, complaints, or issues to identify opportunities for improvement and address customer concerns proactively.
Final thought
In conclusion, by implementing those tips for business growth strategies, Shopify merchants can make their customers stay longer and create a loyal customer base that drives long-term success. As competition in Shopify marketplace continues, it is highly advisable to prioritizing customer retention and customer loyalty to stand out and thrive.
Learn more about success tips on Shopify with our blogs!
Handle Rude Customers on Shopify: Tips & Reply Templates
When running an online store on Shopify, interactions with customers can sometimes be challenging for merchants. But handling rude customers is an essential skill every Shopify merchants should acquire to maintain a positive customer experience. In this guide, we will explore actionable tips and ready-to-use templates, designed to help Shopify merchants manage and support their rude customers on Shopify environment.
The rude behavior of customers can originate from various underlying reasons, which can be both personal emotions or external factors. Here are some of the most common reasons why customers are rude:
Dissatisfaction with a product or service
There can be times when your product or service quality has not lived up to customer’s expectations. For example, if it does not meet the advertised specifications or there are delays in delivery, customers may feel deceived and disappointed, which can lead to anger and frustration.
Let’s take a Shopify store selling POD items such as mugs, shirts or hoodie as an example. If the Shopify merchant does not include clear and high quality product images on the store, customers may set a expectation that is higher than what the products turn out to be in reality. This is a very common reason for customers disappointment on Shopify
Failed promises
It is of utmost importance that once your Shopify business make promises to customers regarding product features, delivery times or other aspects, you must get those promises fulfilled. For instance, if a support agent promises to solve a customer’s issue by a fixed deadline but fails to do so, the customer will feel perceived and therefore, express their frustration through rude actions and abusive messages.
Miscommunication
Customers may feel ignored or invalidated if the agents can not address their concerns promptly or effectively. This can also be referred to as poor customer service when the agents lack appropriate training on how to deliver the right message and deal with customer’s problems.
Personal reasons
Like everyone else, customers also have their own lives outside of business context. Sometimes, they may experience stress, fatigue or personal problems from daily life, leading to their impatience and irritability. Even minor inconveniences during a conversation can make them burst into rude behaviors. Besides, some other personal reasons can come from language barriers or previous negative experiences.
Understanding the root causes of why customers are being rude can be really useful for customer support staff to maintain their professionalism and express empathy as much as possible. We recommend Shopify merchants pay attention to customer’s emotions and attitudes, as well as investigate on the true reasons why they behave in such rude manner.
Impact of Rude Behaviors on CS agents
Aggression or verbal abuse from rude customers can cause stress and anxiety. Over time, the customer support agents might have burnout and mental exhaustion. According to a research by University of Georgia, customer service staff who encounters poor-behaving customers, including verbal aggression or inappropriate actions, will be 3 times more likely to display aggression toward other coworkers.
When dealing with rude customers, it can be challenging for the staff to maintain composure and stay calm, which results in longer resolution times or an increased likelihood of errors. Like a vicious cycle, this will lead to decreased productivity within the customer service team and have a detrimental effect on the customer service quality of the business.
How To Handle Rude Customers on Shopify
Keep a cool head
To all customer service staff out there, always remember that this is a business context and you are representing the entire company to interact with customers, so DO NOT take the rude attacks personally. Most of the time, the customers are not angry at a support agent but with the entire situation. However, some agents cannot recognize this and their emotions are triggered to combat the customers who are rude to them.
So what should customer service agents, particularly those on Shopify environment, do? First and foremost, remind yourselves to take a deep breath or count from 1 to 10 to stay calm. You can also do anything else to relax for a bit, maybe eating some sweets or drinking a cup of juice will also help!
Show sincere empathy
While dealing with customers, support staff tend to be taken away with harsh emotions and forget to listen to the real problem. It is vital to put yourself in the customers’ shoes and acknowledge their feelings, so allow the customers to express their concerns wholeheartedly without any interruption. After that, try to respond to the rude customers in a professional and polite manner to prevent the situation from getting worse.
More importantly, whether or not your business is at fault, saying sorry first can always ease the tension of the situation. It may sound strange to apologize when other people treat you with rudeness.
However, this is a proven psychological tactic. It shows customers that no matter what happens, your support team will always be at their companion!
Set boundaries while remaining courteous
Even though being empathetic is essential, sometimes support agents need to stand firm and not tolerate disrespectful behaviors. Remind the customers that you are here to support them all the time but you want to be treated with respect, so if they continuously abuse you or ask you to go against the morale, you must draw the line clearly and assertively.
In case the situation becomes uncontrollable, it is time to escalate the issue to a supervisor or higher management for further assistance. At the end of the day, your well-being is the one that remains important for the entire organization to grow sustainably.
3 Reply Templates For Rude Shopify Customers
Template #1: Being Polite
Dear [Customer’s Name],
Thank you for reaching out to us regarding your concern. We understand that you are experiencing frustration, and we sincerely apologize for any inconvenience caused. We value your feedback and aim to resolve your concerns effectively.
While we are committed to solving your issue, we would like to set expectations that according to our policy, using offensive language with support agents will not be tolerated, as it goes against our company’s values and policies. We kindly request your cooperation in maintaining a constructive and respectful conversation.
We remain committed to assisting you every step of the way.
Best regards, [Your Name]
Template #2: Stand Firm
Dear [Customer’s Name],
Thank you for contacting us regarding your recent experience. We are sorry to hear that you are dissatisfied as [state the problem here], and we understand the frustration you are feeling.
Please know that we are here to assist you and address any concerns you may have. However, we kindly insist on respectful and professional communication.
Please feel free to provide us with any additional details or information that may help us better understand and resolve your concerns.
We appreciate your understanding and are committed to accompanying you.
Sincerely, [Your Name]
Template #3: Show commitment
Dear [Customer’s Name],
Thank you for contacting us regarding your recent experience. We are sorry to hear that you are dissatisfied as [state the problem here], and we understand the frustration you are feeling.
Please know that we are here to assist you and address any concerns you may have. However, we kindly insist on respectful and professional communication.
Please feel free to provide us with any additional details or information that may help us better understand and resolve your concerns.
We appreciate your understanding and are always available to accompany you.
Sincerely, [Your Name]
Feel free to modify these templates to customize for any specific situation and align with your brand’s tone and style.
Final thought
Above all, while it is important to remain a professional manner when dealing with rude customers, the mental health and well-being of customer service staff is also a priority. Shopify business that can balance between these two factors can definitely make a difference in the long run.
8+ Shopify AI Software That Makes Customer Service 3 Times Easier
Nowadays, Artificial Intelligence (AI) is one of the most transformative technologies, rapidly changing customer service for businesses.
According to a survey from Tidio, 88% of customers had at least one conversation with a chatbot. Besides, three out of four companies are satisfied with their chatbot results.
As business continues to place a high priority on giving customers a better experience, providing AI tools is seen as an effective solution.
In this article, we’ll discuss 8+ Shopify AI Software That Makes Customer Service 3 Times Easier for your business.
Artificial intelligence (AI) chatbots are apps that can talk like humans. It uses natural language understanding (NLU) or natural language processing (NLP) and machine learning (ML). By leveraging AI algorithms, They learn from conversations, understand what users want, and give accurate answers.
Shopify integrates with AI software to offer smart features like personalized recommendations and predictive analytics. These chatbots, educated about a company’s info, help with customer support online.
Benefits Of AI Software In Shopify Customer Service
Better customer support availability
Customers always want fast and easy service, even during peak hours. When using AI software, the support team can reduce customer waiting time.
Through AI Chatbots and AI assistants, customers can easily find information or get instant answers on FAQ page at any time.
Moreover, AI software can deliver multi-channel support across various platforms. They can be websites, social media platforms, etc. to help deliver smooth and consistent experiences.
The Shopify AI software collects insights from every interaction, tracking customer history and past interactions from many channels. This data helps understand customer preferences, behavior, and issues.
Therefore, Shopify merchants can predict customer needs and offer proactive support. These insights guide strategic decisions, boosting efficiency and customer satisfaction.
Improved accuracy of self-service portal
With advanced language processing and machine learning, AI tools on Shopify can enhance the accuracy of customer responses significantly. It understands inquiry context and uses vast knowledge bases to give precise information to support teams.
Additionally, by learning from past interactions, AI systems can reduce errors and ensure seamless customer experiences.
According to an article in Harvard Business Review, 81% of customers try to solve issues on their own before contacting customer service.
By integrating self-service options such as FAQs with Shopify AI chatbots, businesses help customers quickly locate the information they require. Thus, it can free up valuable resources for customer service teams.
8+ Shopify AI Software for a Better Customer Service
Shopify AI software has become an integral part of customer service solutions. By understanding what’s available, businesses can decide on which AI tool will best align with their customer service objectives.
Here are 8 selected software platforms offering AI functionalities to enhance customer experiences.
Tidio
Tidio is a Shopify customer service software tailored to boost your business’s growth. It combines live chat, chatbots, emails, Messenger, and Instagram into one convenient tool, allowing you to communicate with your customers faster.
Tidio’s customer service plans include the Reply Assistant, a standout feature that helps Shopify merchants improve their messages before sending. They also offer Lyro AI, a virtual support agent that acts like a human to enhance customer interactions and quickly solve up to 70% of customer issues.
Tidio assists Shopify merchants in reducing cart abandonment, enhancing customer satisfaction, and increasing sales through natural language understanding.
Price: Tidio offers a free trial. Paid customer service plans begin at $29 per month, while the Lyro AI Agent plans to start at $39 per month.
Zendesk
Zendesk, a well-known Shopify customer support platform, is built to gather all service interactions and customer history in one place. This app makes it easier for support teams to track, prioritize, and solve customer inquiries, promoting smooth and efficient operations.
Zendesk AI is the intelligence layer of the Zendesk platform. Currently, this app offers 2 levels of AI software functionality to meet your business needs:
Zendesk AI includes conversation bots, and auto-replies with articles to help suggest macros for agents and knowledge in the context panel. This reduces response times, allowing customer service agents to handle more complex inquiries.
Zendesk Advanced AI offers an advanced auto replies feature and suggested intents when creating answers to help enhance Shopify’s user experience.
Price: Zendesk offers a free trial option to start. Plan with AI feature starts at $115/agent per month, and Advanced AI add-on is priced at $50/agent per month.
Help Scout
Help Scout is a Shopify customer service software tool designed to streamline and optimize customer support operations. It offers features such as shared inboxes for managing emails efficiently, a robust knowledge base for self-service support.
Help Scout also offers live chat for real-time interactions with customers, and comprehensive analytics to help Shopify merchants track performance and gather insights.
This app has an outstanding AI summarize [Beta] feature to help summarize long email threads into bullet points. Moreover, with Shopify AI assistance, your team can easily translate text into various languages. Some examples are Chinese, Indonesian, Italian, Japanese, etc.
Price: Free trial available. Subscriptions with AI features start at $40/user per month.
Re: amaze
Re: amaze is a popular integrated Shopify customer service, live chat, and helpdesk platform for online businesses to helpcentralize customer communication.
This platform’s AI feature is a comprehensive suite designed to streamline customer support operations and enhance efficiency. Leveraging AI technology, it also offers several key AI functionalities that help automate repetitive tasks, improve response times, and optimize support processes. These features include:
AI FAQ Bot: enhances customer support by automatically suggesting relevant FAQ articles based on their questions and follow-up messages.
Chatbots (Hello Bot, FAQ Bot, Order Bot): enable pre-built Re: amaze Chatbots to help with frontline customer service
Chatbots (Custom Workflow Bots): designed to tailor the business’s unique needs and requirements based on the user’s predefined rules and conditions.
Price: Start with a 14-day free trial. Basic subscription with Chatbots feature starts at $29 per team member/month.
Richpanel
Richpanel is an Shopify AI helpdesk app that simplifies customer query management across multiple channels. This enabled quicker responses and scalability. It’s particularly for rapidly growing merchants who want to maintain customer service standards without increasing their workforce.
Richpanel combines AI and human support to respond quickly, manage all channels, and scale your customer service. Its Shopify AI assistants learn from your top interactions, improving team performance and enhancing customer experience.
Price: Pro subscription with Shopify AI feature starts with $60/month
Botsify
Botsify is a chatbot software that provides unified chat automation for your business. It covers various platforms such as websites, Facebook, Instagram, Whatsapp, and Telegram. You can easily integrate Botsify with your Shopify store.
Here’s why Botsify is right for you:
Automate your sales processes: Bosify helps turn boring web forms into friendly conversations and get your meetings and sales calls scheduled
Increase Store conversions by 60% with conversational commerce AI agents
Simplify your customer support Shopify merchants: Bosify provides consistent 24/7 support across channels
Price: Paid plans starting at $49/month.
Ada
Ada is an AI-powered customer service automation platform that efficiently handles support inquiries with minimal human effort. It offers a Shopify integration to assist merchants across various changes and languages.
Ada’s platform has voice AI and smoothly switches between bots and real people. It focuses on top-notch security and privacy worldwide. When linked to your Shopify store, Ada’s chatbot can keep customers updated about shipping and other order info.
Price: Contact for pricing
Intercom
Intercom is a customer service tool that uses an AI chatbot. It works across different channels like email, SMS, and in-app messaging. Intercom integrates with Shopify to make communication between merchants and customers smoother.
The custom AI Bot feature of the Intercom app allows businesses to create personalized chatbots tailored to their specific needs, including:
Sort conversations automatically: Custom Bots gather initial customer details, speeding up support compared to email.
Customize bots without code: Design a bot in minutes so it can start triaging or acquiring leads for your team.
Initiate conversations with potential customers: Custom bots begin chats using advanced targeting, focusing on specific leads you’re interested in.
Price: Intercom offers a free trial plan for your business to start.
Which Is The Right AI Tool For Your Shopify Store?
When picking a Shopify AI software for your business, it’s crucial to consider several factors to make sure it fits your goals and adds value to your company.
To assist you in making a smart choice, we’ve listed four key factors to think about when selecting Shopify AI software for your business:
Define your objective: It’s crucial to define your objectives for implementing an AI chatbot. Considering your business goals, such as improving customer service or increasing sales. Choose the suitable tool that aligns with your specific needs and objectives.
Evaluate Features: When evaluating AI chatbots, pay close attention to the features and functionalities they offer. See if they can handle tricky questions, give personalized answers, and make workflows smoother. Pick a Shopify AI tool with a wide range of features that suit your business needs.
Check if it’s ready: Think about if the chatbot can be set up fast and without needing lots of technical skills. Choose a chatbot solution that’s easy to use, can grow with your business, and fits well with your operations.
Pricing: Evaluate the price offered by different providers, like subscription plans, pay-per-use, or custom prices. Choose a chatbot solution with clear pricing that gives you good value for your money
Final Thought
In conclusion, the integration of AI software with Shopify platforms has revolutionized the landscape of customer service, offering unparalleled efficiency and effectiveness. With the diverse range of Shopify-compatible AI tools discussed above, businesses can streamline their operations, enhance customer satisfaction, and ultimately drive growth.
We are delighted to share that MooseDesk and AvisPlus Production Option have established a new partnership. By joining forces with AvisPlus, MooseDesk sets the goal to enhance the quality and diversity of customer support services.
We believe that this collaboration opens up great opportunities for innovation and growth, allowing us to meet the needs of online businesses worldwide, particularly Shopify merchants!
About MooseDesk
At MooseDesk, we pride ourselves on delivering exceptional customer support solutions that cater to online businesses perfectly. With our seamless ticket management system, merchants can efficiently handle customer inquiries, streamline communication, and provide exceptional support to their valued clients.
>> Get to know about MooseDesk and its customer service solutions for online merchants!
About AvisPlus Production Option
AvisPlus Product Options lets your customers personalize their shopping with dropdown menus, image swatches, and more. Eventually, it helps enhance usability and product appearance.
AvisPlus offers unlimited options like text, number, date time variant image/color swatches, and dropdown menus. It also allows price add-ons for options chosen by the customer.
This can lead to a more engaging shopping experience and potentially higher sales for businesses.
CRM Hacks on Shopify: 7 Tips to Elevate Customer Experience
In any Shopify store, customer satisfaction is integral to online sales success. By using a strong CRM system for Shopify, you can improve customer relationships and increase sales for your business. However, only a few Shopify merchants fully understand the CRM system and its effective use. This blog discusses 7 tips for using CRM for Shopify effectively to enhance sales, marketing, and customer experience.
By following these tips, you can make the most out of CRM for Shopify and create a better experience for your customers.
CRM on Shopify enhances customer support by efficiently tracking interactions and resolving issues, leading to improved satisfaction and loyalty. As a result, this positive engagement also directly influences sales growth.
Personalize Customer Journey
These third-party CRM platforms for Shopify allow you to categorize your customers with tags.
As a result, you can send personalized marketing messages to each customer segment. This approach ensures messages reach your targeted customers without bothering others, resulting in higher conversion rates.
Automate Your Sales Process
The CRM automates various sales tasks, including invoice creation, follow-up emails, and quote generation, streamlining your sales process. Eventually, this helps save time and effort on tasks, giving more time for important business activities.
Enhance Sales Performance
Using CRM tools for Shopify, merchants can track and analyze sales metrics, enabling businesses to make informed adjustments to their strategies. This will eventually boost sales and success in e-commerce by improving strategies and fixing weaknesses in their operations.
Manage Your Leads
The CRM (customer relationship management) system helps you keep track of potential customers by watching what they do on your website, from visiting to buying. This capability empowers you to develop effective strategies for nurturing leads and cultivating a loyal customer base.
7 CRM Tips for Shopify Merchants to Boost Sales
Tip 1: Engage With Your First-time Customers
With the right CRM system for Shopify, you can easily create personalized welcome emails for first-time customers. These messages express gratitude for their initial purchase and offer incentives for future buys.
Creating a connection with a customer right from the beginning is crucial. Experienced sellers understand that keeping a repeat customer is cheaper than finding new ones.
The CRM software creates a positive first-buying experience that makes customers happy and boosts your long-term sales.
Tip 2: Set Up Your Follow-up Sequences
CRM for Shopify automatically sends emails for abandoned carts, orders, shipping updates, thank-you notes, product suggestions, and feedback collection.
Hence, these emails are crucial throughout the buying journey, encouraging purchases, and fostering customer engagement at each step. This ultimately improves customer satisfaction, enhances conversion rates, and boosts your sales figures.
Tip 3: Create Various Customer Segmentations
As mentioned above, one of the benefits of CRM software is the ability to categorize customers using tags. With this feature, you can establish various criteria to divide your customer base into different groups.
This segmentation empowers businesses to send personalized messages and promotions, effectively engaging each customer group.
In short, CRM tools help businesses connect with the right customers, leading to more sales and building customer loyalty. It tailors communication to create a positive relationship with customers.
Tip 4: Engage in Effective Marketing Campaigns
CRM tools for Shopify empower businesses to engage in effective marketing campaigns by analyzing customer data, including purchase history, preferences, and contact information.
From customized suggestions to exclusive offers and relevant product recommendations, CRM for Shopify provides the tools to create compelling deals that resonate with individual customers.
Undoubtedly, this personalized approach has boosted engagement and drives sales by delivering messages aligned with each customer’s needs and preferences.
Tip 5: Automate Lead Nurturing Process
Using CRM makes managing leads easier, helping turn potential buyers into paying customers.
By automating lead nurturing, businesses can connect with potential customers at the right time, providing the information they need. For this reason, the method helps manage leads and guide potential customers through the sales process. It increases the chances of them becoming paying customers and boosts sales.
Tip 6: Create Customer Loyalty Programs
CRM makes it simple to create loyalty programs, building strong connections between businesses and customers. You can easily track and reward loyal customers, by offering discounts and incentives.
As a result, it encourages customers to keep buying again, creating a positive relationship between customers and the business.
Before using any CRM tools for a better customer loyalty program, it is advised that you grasp all this essential tactics about customer lifetime value. Check out this article to learn more Customer Lifetime Value!
Tip 7: Cross-selling and Up-selling
This system plays a crucial role in identifying prime opportunities for upselling and cross-selling by leveraging valuable insights. Thanks to the sophisticated algorithms, it generates highly relevant product recommendations.
As a result, this smart approach makes shopping better for customers and increases the chances of them buying more, helping your business grow.
Consider enhancing your store with a robust Customer Relationship Management (CRM) system to facilitate significant growth. Next, let’s look for insights into our top three recommended CRM solutions tailored to your needs.
Top 3 Shopify CRM Solutions For Your Business
HubSpot CRM
HubSpot CRM is a comprehensive customer relationship management (CRM) system designed to streamline lead and customer management for businesses.
The HubSpot CRM provides essential tools such as live chat, dynamic lists, lead capture forms, and email marketing features.
You can see customer data in this all-in-one platform, such as connections, activities, messages, memberships, interactions, and website actions.
Meanwhile, forms – the backbone of the system, allow seamless data capture from websites, social media, or landing pages.
HubSpot empowers businesses to capture diverse information about prospects and customers, including website behavior, personal details, and a comprehensive record of brand engagement history.
Pros:
Comprehensive features suitable for businesses of all sizes
User-friendly interface, even for non-tech-savvy businesses
All-in-one platform, streamlining sales and marketing efforts for businesses
Educational resources access
Cons:
Expensive despite offering some free features and different budget-sized packages
Lack of split testing feature in lower-tiered packages, limiting the ability to fine-tune marketing and sales efforts
Require external expertise for advanced features
BIK CRM
BIK CRM is the intelligent marketing platform redefining your brand’s journey by turning social media interactions into tangible revenue streams.
In addition to integrating with Shopify, it provides a Multichannel CRM with live chat, sentiment analysis, and end-to-end chat tracking.
Beyond its capabilities, BIK CRM transforms your growth strategy through Campaigns, a customized chatbot, and Instagram automation. Now you can optimize customer interactions, drive conversions, and elevate overall marketing efficiency.
Pros:
Easy-to-use software, suitable for multiple businesses
Effective AI-powered features to save time and elevate sales
Cons:
Limited feature sets
Needs to monitor and adjust AI performance
Zoho CRM
Zoho CRM is a cloud-based customer relationship management (CRM) software designed to empower businesses in effectively managing leads, sales pipelines, and customer relationships.
As a CRM platform, it has many useful features, including lead management. It helps you keep track of and nurture potential customers from when they visit your website to when they become paying customers.
The platform excels in sales automation, streamlining tasks like follow-up emails, quote creation, and demo scheduling.
Additional to elevating customer support, Zoho CRM enables efficient tracking of interactions and fast issue resolution.
Analytics and reporting functionalities provide valuable insights into sales pipelines and customer relationships, allowing businesses to pinpoint areas for continuous improvement.
Pros:
Integrates with other Zoho apps on both free and paid plans
Can use Zoho on the mobile app
Introduces AI tools to do predictive analytics
Intuitive interface
Cons:
AI features are only available for top-tier plans
Limited features on the free plan
Requires more time to learn and adapt to advanced functionalities
Final Thought
In conclusion, mastering the art of using CRM can significantly elevate your customer experience and boost overall business success. By using the seven tips mentioned in this article, you can create a plan to make the most of CRM for Shopify. This will help you build better relationships with customers, make them happier, and increase your sales.
Using these tips helps businesses improve their marketing and customer service processes and build long-term customer loyalty.
Embracing the full potential of CRM is not just a wise choice, it’s crucial for the success and growth of your online business!
Discover more tips for Shopify Merchants on our blog today!
Customer Care on Shopify: Top 5 Must-learn Courses To Win Customer Hearts
In such a competitive platform like Shopify, one of the great ways for businesses to differentiate themselves is to invest in customer care and cultivate long-lasting relationships with customers. Therefore, whether you have an established enterprise or just begin your journey in the world of Shopify, it is essential to continuously learn to elevate your customer care and propel your Shopify store to new heights of success.
Now let’s dive into the top 5 courses that will help you win over your customers and make your Shopify store a hit!
Essential Customer Care Skills For Shopify Merchants
Problem-solving skills
Problem-solving skills in customer service involve analytical thinking, critical thinking and creativity. Being adept at this skill set means that customer support agents can make agile decisions and deliver smart solutions to their customers even in urgent situations. By fostering these problem-solving skills, your online store can build trust and loyalty among customers, thus improving customer satisfaction and retention.
Communication skills
Effective communication allows customer support team members to understand customer inquiries, concerns, and feedback accurately, therefore providing relevant and timely assistance, reducing misunderstandings and frustration. Additionally, strong communication skills empower them to express empathy and build rapport with customers, fostering positive relationships and enhancing customer satisfaction.
Empathy and understanding of customer needs
Demonstrating empathy can make customers feel that you care about their concerns and are willing to help them solve their problems, especially when frustrated or angry. Besides, engaging with customers in an empathetic manner can provide valuable insights into their needs, preferences and pain points, which can be used to improve your products and services later.
Product knowledge and expertise
Having deep product knowledge helps customer support agents provide accurate and reliable information to customers, addressing their concerns effectively. Furthermore, agents who are knowledgeable about products can bring back valuable feedback to the product development teams based on customer inquiries and feedback.
Time management skills
Time management is the ability to effectively plan, organize and prioritize tasks to maximize productivity within a given period. When it comes to customer support on Shopify, time management skills play a crucial role in ensuring timely response to customers inquiries, issue resolution and seamless team collaboration. By mastering these skills, customer support team can improve overall performance in supporting customers.
Top 5 Must-learn Courses To Win Customer Hearts
1. Customer Service Fundamentals – Coursera
This course offers a comprehensive introduction to the essential principles and most common practices of customer service. Moreover, participants will explore 4 main modules, which are Communication skills, Personality, Problem solving, Process control. Each module will give a closer look into corresponding areas, providing learners with practical tools and insights to enhance their customer support abilities.
For Shopify merchants who have just entered the competitive world of online retail, this course offers a wide range of benefits, in addition to the capabilities to deliver excellent customer support, it also helps build stronger relationships and increase customer retention. As a result, it will drive higher sales and revenue. }
More details about the learning path:
Level: Beginner
Learning time: 23 hours
Skills gained: Process management, Communication, Problem-solving, IT Customer support
Price: $39
2. Customer Service & Support Excellence: Advanced Soft Skills – Udemy
Designed for professionals in customer service across several industries, this course focuses on cultivating a customer-centric mindset, a striving-for-growth attitude and honing essential skills. Eventually, participants will learn different ways of approaching customers in various scenarios. Key modules cover topics such as empathy, stress management and problem-solving. To be more specific, Udemy helps participants learn:
How to self-reflect on your reactions and mindset
How to handle the customer’s expectations
How to turn bad situations into positive customer experiences
How to cope with stress and not let it slow down your productivity
By completing this course, Shopify merchants can definitely enhance their customer support abilities, build stronger relationships with customers and drive long-term business success.
More details about the learning path:
Level: Intermediate – Professional
Learning time: 1 hour 47 mins
Skills gained: Customer Service and Support Soft skills, Stress management skills, etc.
Price: $49.99
3. Customer Service Online Training Courses – ZenDesk and LinkedIn
The Zendesk Customer Service Online Training Course is designed to enhance customer service skills for every customer service team. Built by ZenDesk and LinkedIn, this course offers valuable insights to both new customer support teams and the ones who seek to refine their skills. Not only does it equip customer support agents with strong problem-solving skills but it also provides guideline on how to de-escalate challenging situations to handle specific situations in which customers can be frustrated or even disrespectful.
There are 6 main sections included in this course:
Customer service foundations
Customer Service: Problem-Solving and Troubleshooting
Building Rapport with Customers
Customer Service: Handling Abusive Customers
Creating Positive Conversations with Challenging Customers
Serving Customers Using Social Media
More details about the learning path:
Level: All level
Learning time: 4 hours 14 mins
Price: After your free month, pay as little as ₫703,000.00* / month after. Cancel anytime
4. Customer Service Masterclass: Turn Buyers Into Raving Fans – Skillshare
Customer Service Masterclass is a comprehensive program designed to equip customer support teams with the insights and skill sets needed to provide exceptional customer experiences. To any customer service professionals or other teams within your Shopify stores, this course provides a holistic approach to:
Enhance customer engagement
Improve problem resolution
Create positive brand perception
More details about the learning path:
Level: All levels
Learning time: 1 hour 38 mins
Skills gained: Communication Skills, Proactive and Reactive customer service
Price: Become a member of Skillshare to learn this course for free!
5. How to Deal with MAD Customers – Skillshare
The challenges of effectively managing interactions with dissatisfied customers are common to any small or large businesses on Shopify. But worry not! This practical course, offered by Skillshare, provides the psychology behind customer anger and specific guidelines on how to navigate negative feedback and turn it into positive outcomes through constructive communication.
Key topics of this course include:
More details about the learning path:
Level: All levels
Learning time: 1 hour 15 mins
Skills gained: Communication Skills, Proactive and Reactive customer service
Price: Become a member of Skillshare to learn this course for free!
How To Enhance Customer Care on Shopify
Integrate learned skills into daily customer interactions
After learning some of the courses above, it is now time for Shopify businesses to implement the knowledge to real-life communication approach with their customers. To begin with, It is undeniable that the customer service team must understand their customer’s feelings and emotions. Therefore, applying psychological principles such as empathy, social proof should be the very first step, so don’t forget to include it in the customer care process!
Use Shopify tools and resources
Managing the customer care process is not an easy task for even an established store on Shopify platform. Fortunately, Shopify partners are always there to provide support to any merchants wishing to elevate their customer experience. From Shopify’s built-in messaging system to data analysis tools, merchants can now utilize these resources to enhance efficiency and overall customer satisfaction.
In summary, by investing in these customer service courses, Shopify merchants can gain valuable insights to effectively communicate with customers, address their needs and deliver exceptional experiences. Consider rolling in the course that best matches the needs of your team right now and you will see the difference in the upcoming time!
Discover more actionable tips for Shopify Merchants on our blog today!
Customer Lifetime Value: 3 Proven Tactics for Shopify Success
In the competitive world of e-commerce, the true gold lies not just in acquiring new customers, but in nurturing the ones you already have. Existing customers often account for a substantial portion of revenue, emphasizing the importance of retaining their loyalty. Thus, recognizing the crucial role of Customer Lifetime Value (CLV) becomes essential for Shopify merchants.
Let’s dive deeper into this aspect in today’s article with us and stay until the end to find out 3 actionable tactics for Shopify success!
Customer Lifetime Value (CLV) is a metric that represents the total revenue a business can expect from a single customer throughout their entire relationship. Calculating CLV involves a relatively straightforward formula.
Customer Lifetime Value Formula:
Let’s break it down with an example.
Lenna Cosmetics is a Shopify merchant that sells beauty and skincare products online. A customer named Emma has been purchasing from the online store for the past two years. Over this period, Emma has made 10 purchases, ranging from skincare products to beauty accessories.
Average Purchase Value: The average value of Emma’s purchases is $50
Purchase Frequency: Emma makes a purchase approximately every two months.
Customer Lifespan: Emma has consistently returned to the online store for two years, showcasing a high level of customer retention.
Now we have the Customer Lifetime Value as calculated below:
Average Purchase Value ($50) x Purchase Frequency (every two months) x Customer Lifespan (two years) = $600.
Using the CLV formula, Lenna Cosmetics calculates Emma’s Customer Lifetime Value (CLV) at $600. This means, on average, the merchant can expect Emma to contribute $600 in revenue throughout her relationship with the business. Understanding CLV allows the e-commerce company to tailor marketing strategies, offer personalized promotions, and enhance customer experiences, all aimed at maximizing Emma’s lifetime value to the business.
Why Customer Lifetime Value Matters for Shopify Merchants?
Customer lifetime value is one of the most important e-commerce metrics. It’s like a health check for online businesses, showing their growth potential. Once you know how much each customer is worth over time, you can make informed decisions about acquisition, retention, and marketing strategies. For Shopify merchants, keeping an eye on CLV is key to steady growth.
Here are 3 reasons why CLV holds particular importance for e-commerce businesses, especially for Shopify merchants.
Generate ROI on Customer Acquisition
CLV guides merchants to target channels that bring in the best and most profitable customers. Rather than just looking at the profit from the first purchase, it’s about considering the overall value a customer brings to the business. Understanding CLV helps you find the right balance between the acquisition costs and expected revenue from customers.
Strengthen Retention Marketing Strategy
A high CLV often means repeat purchases and customer loyalty. Merchants can segment the customer base by CLV to make marketing more personal and relevant. By checking how marketing affects the average CLV in different customer groups, you can create campaigns that do not just bring in quick wins but also strengthen long-term relationships with customers.
Improve Output from Customer Support
Knowing how valuable customers are in the long run can boost what customer support can do. Support teams get to personalize interactions, tackle specific needs, and build long-term relationships. This not only makes customers happier but also keeps them loyal in the long run, making customer support work better overall.
How to Maximize Customer Lifetime Value for Shopify Merchants?
Now that you’ve established the importance of CLV, let’s explore practical strategies for Shopify merchants to enhance this metric.
Personalized engagement
Merchants are recommended to make your customers feel special with personalized interactions. From welcoming them to having loyalty programs, let them know your brand truly cares. Keep the vibes going by using emails and newsletters to stay connected. Don’t forget, loyalty or membership programs are recommended!
Focus on sales
Cross-sell activity and a skilled customer support team are ideal for online businesses to boost sales. Having a skilled customer support team that can answer questions and help customers find the right products for their needs will help to increase the likelihood that customers will make a purchase. By implementing tailored offers such as reorder reminder emails and coupons for the next order, you can effectively reduce abandoned cart rates. Increasing the value per order and purchase frequently will directly contribute to a higher CLV.
Enhanced customer satisfaction
Think of your customer support team as your ace salesperson in a physical store. Offering efficient and seamless support across various platforms ensures a smooth experience for the customer. The visibility of support in assisting customers positively enhances the brand image in their eyes. Additionally, support can directly engage in cross-selling and up-selling efforts.
Optimize Customer Lifetime Value with MooseDesk
Once you’ve got the idea of customer, you might be wondering how Moosedesk can be your go-to tool for boosting customer lifetime value.
MooseDesk is the ultimate customer support app designed for Shopify merchants aiming to boost customer lifetime value. MooseDesk offers a centralized support system, allowing you to manage everything effortlessly in one user-friendly ticketing system. You can personalize support interactions with MooseDesk’s detailed customer information, enabling tailored responses and solutions for each individual.
Ready to streamline your support operations and boost your business’s profitability? Elevate your customer support and maximize your customer lifetime value with MooseDesk now!>> Learn about MooseDesk’sfree pricing planfor Shopify merchants!
Interesting in these tactics? We’ve got more for you on our blog! Let’s check it out!
Top 5 Shopify Customer Support Apps For Growing Stores
Your online business on Shopify is growing significantly and along with it, a rising number of customer queries. However, handling all the inquiries of customers coming from different channels can be challenging and even stressful sometimes. Now you are looking for some customer support apps to take customer support to the next level.
Worry not! In today’s article, we will walk you through the 5 most popular customer support apps for Shopify stores, regardless of your industry.
Before diving into the curated list, you should bear in mind these most common and beneficial features that any customer support app should have at the least:
Shopify Integration
Similar to the Google extension for Chrome, a customer support app that is specifically designed for Shopify will provide your store with tons of new features and functions that help you run business smoothly. There is no need for you to open a new window or switch between tabs because the app is already merged into your Shopify store, which also keeps your customer service operation more productive!
One-stop for all platforms
Customers are not just using Shopify to purchase products but they are also surfing other platforms like Facebook or Instagram. Therefore, a customer support app with a multiple-channel ticket management system will help manage customer queries and orders easily.
Automation workflow
One of the most essential features of a promising Shopify customer support app is automation. Whether it is sending an automated response, assigning tickets to a support agent or checking customer order status, this feature not only helps you save a huge amount of time but also creates an efficient workflow for your customer success team.
Self-service portal
Additionally, a wide range of people prefer to resolve the issues on their own – that is where the self-service portal comes in handy. Simply put, a self-service portal consists of self-help functions, such as FAQs, How-to articles and other informative guidelines. Those functions allow your customers to navigate around and find expected answers at their fingertips freely.
Insightful reports
The report helps identify common customer pain points and track support ticket trends. As a result, these reports empower Shopify merchants to optimize their support strategies and elevate customer satisfaction. Furthermore, analytics can help Shopify businesses gain a deeper understanding of customer support team’s performance, thus improving its efficiency and a smoother workflow.
Top 5 Customer Support Apps For Growing Shopify Sellers
MooseDesk
Amid several established customer service apps on the market, MooseDesk emerges as a refreshing option for small to medium Shopify businesses, who seek an efficient help desk solution without breaking the bank. Designed to integrate with your Shopify store, MooseDesk provides streamlined customer interactions across multiple channels. Its lean support system covers essential features such as:
Unified ticket center: MooseDesk’s omni-channel capability allows your agents to gather tickets from email, messaging and social media platforms into one single dashboard, keeping them organized and easily accessible.
Order management: For Shopify merchants, MooseDesk offers a range of features to create and track orders in a matter of minutes.
Tailor-made help widget: The app allows you to customize your Shopify stores to match your brand’s styles and images, thus boosting your connection with customers.
Real-time reports: MooseDesk provides live reports and detailed analytics to track your customer service team’s performance. This feature helps you find out which is the most popular concern of the customers as well as self-service rates, customer retention and satisfaction, etc.
Pricing: MooseDesk is now available at a completely free cost for early bird users. Learn more about MooseDesk free lifetime access to all features.
Richpanel
Richpanel is a customer support app built for Shopify and Shopify Plus stores that helps merchants manage and respond to customer inquiries in a matter of seconds. This helpdesk software is widely known for its AI capabilities and excellent customer service functions.
Some of its key features include:
Multi-channel support: As being integrated into Shopify, there is no need to switch between different platforms like Facebook, email, phone, chat, making your teamwork streamlined and more time-saving.
Ticket management: Besides creating, assigning and managing tickets, this app also helps detect collisions among colleagues and allows tickets to go snoozing so that agents can respond later.
Self-service: Richpanel offers a self-service portal integrated with the customer’s cart platform, allowing them to resolve inquiries about orders, cancellations or returns without the need for customer support agents.
Reporting: This customer service app provides default reports that measure the performance of your store’s support center, drawing out lessons and weak points to improve.
Pricing: Free 14-day trial available. The starter package starts at $29/ user per month.
Gorgias
As an AI-driven helpdesk solution for Shopify fast-growing merchants, Gorgias is designed to help you manage all conversations from a broad array of channels into a united dashboard. Easy to set up and quick to integrate to Shopify, not only does this feature-rich app keep customer inquiries organized, it also applies machine learning to enhance an automated workflow for merchants. On top of that, this Shopify customer service app offers several ticket and case management features to assist customer agents perform better, including:
Ticket Creation UX
Ticket Response UX
Attachments/Screencasts: This feature allows agents to attach documents and files to the ticket, thus making it easier to communicate with customers.
Customer database: Each customer plays as a record of contact and each has a unique profile. With Gorgias, this information can be imported or created manually/automatically.
Automated response: Gorgias helps your customer support team respond almost immediately to a customer query and it even allows you to customize the message.
Pricing: Free 7-day trial available. Starter plans start at $10/month (including 3 customer support agents, live chat and 50 tickets).
Help Scout
Help Scout is another customer support software that helps small to medium Shopify merchants centralize customer interactions across all channels (email, live chat and social media). One of Help Scout’s main selling points is a quick set-up procedure and personalized customer interaction. The simple-to-use yet powerful interface can get you familiarized with the tool within 15 minutes and take full advantage of it in just a day.
Other prominent features of this all-in-one customer support software include:
AI featured: Help Scout offers AI assistance to improve your response, polish your copy, fix grammar errors or translate text to other languages, just to name a few.
Seamless integrations: There are more than 50+ integrations that Help Scout provides so that merchants can work easily with other platforms.
Pre-built reports: The app is provided with built-in reporting capabilities to help merchants gain insights into their customers, team’s performance and other important metrics.
Automation: With Help Scout, your customer support team enjoys an automated workflow and even customizes it according to their preferences.
Easy collaboration: Teamwork is no longer a complex and chaotic process. Help Scout make it easier for the whole customer service team to collaborate and stay on the same page.
Pricing: Free 15-day trial available. Standard plans start at $25/user per month.
Tidio
Tidio is originally a chat support app for Shopify stores. It helps merchants provide instant and real-time 24/7 customer support via its live chat and chatbots. This Shopify customer support app stands out among other competitors thanks to its customizability.
This feature allows users to create tailor-made live chat windows, message content or interaction panels according to their brand image. Moreover, Tidio also provides Shopify merchants with remarkable features, such as:
Shopify integration: Its live chat feature is available to any Shopify store, paving the way for excellent customer service.
Lyro AI bot: Using AI to solve up to 70% of customer queries, Lyro is easy to set up and does not require training. All of its answers are backed up by your knowledge base so fear not, it will not provide hallucinated content.
Order management: During conversations, agents can use in-build Shopify actions such as shopping cart preview, order history, recommend product, etc.
Ticket system: Tidio helps merchants track, tag and prioritize tickets from chats, and emails and even switch ownership when needed.
Analytics: Like any other customer support app, Tidio provides real time analytics for customer service team with clear metrics to gather insights and suggest improvements.
Pricing: Free 7-day trial available for all features. Basic plans start at $29/user per month and Lyro AI plan starts at $39/user per month.
3 Tips To Choose A Shopify Customer Support Apps
We understand that there are a multitude of helpdesk software available on the market at the moment. You may feel overwhelmed to find which one suits your business better. Let’s discover these methods so that you can deliver a suitable customer support app!
Read testimonials from other users
Take a moment to surf the review sections on Shopify App Store and learn about other users’ experience when using those customer service apps. These reviews can provide valuable insights into not only how well the apps align with specific needs but also how professional the support teams are. It is also advisable to focus on reviews from businesses similar to yours!
Consider trying out new customer support apps on Shopify app store. Even though they just entered the market, these apps can promisely provide what every Shopify merchant needs to support customers better.
Well, you may wonder how to decide which new apps are worth a try. Let’s take MooseDesk as an example, with 5-star reviews from the beginning, it is a remarkable choice for Shopify merchants looking for some new breeze!
Try the demo version
When having a shortlist of customer service apps, you may want to give each one of them a try. Most of these apps offer a free trial that lasts from 7 to 15 days. Feel free to register for a demo, navigate through the interface and assess whether the app can meet your team’s needs and its features reach the standard of your customer support operations.
Compare pricing
Different customer support apps often have different pricing structures. Therefore, you should spend time understanding and analyzing the initial costs and potential expenses in near future. For small and medium Shopify merchants, it can be struggling to balance between the demands and the budget. Thus, we recommend using free plans until you are financially stable.
The list goes on but above are the best 5 choices that we highly recommend for Shopify merchants. Consider all noteworthy options, then go through the trial to see which one checks all the boxes. You can also ask for support from the customer service team of these solution providers to better understand the product.
This list will also be updated regularly so that you can have more outstanding products to consider. Don’t forget to subscribe to us to receive the latest notifications!
Discover more tips for Shopify Merchants that are only available on our blog!
Mastering The Art Of Customer Onboarding For Shopify Stores
Customer onboarding marks the crucial transition from sign-up to product proficiency for users. This pivotal phase shapes their entire experience, impacting satisfaction, retention, and overall business success. Mastering this process has become essential in a competitive landscape, setting the stage for exceptional user experiences right from the start.
In this article, we will explore the most essential factors of customer onboarding on Shopify. But first, let’s break it down into these specific parts:
Customer onboarding is the nurturing procedure designed to familiarize new users with your products and services. A customer onboarding process involves step-by-step tutorials, valuable guidance, and celebrations when a customer achieves milestones utilizing your product or service.
This process aims to provide value to your users, ensuring they repeatedly engage with your product and seamlessly integrate it into their daily work routine.
The best customer onboarding strategies focus on the buyer’s goals, offering clear and detailed instructions to effectively utilize the product in achieving these objectives.
The importance of customer onboarding
Customer onboarding is essential as it shapes users’ initial interaction with your product, setting the tone for their entire journey. It accelerates the time for users to grasp the value of your offering, increases customer lifetime value, and reduces churn rate.
Additionally, it helps enhance customer engagement, paving the way for higher satisfaction and extended retention.
Here are a few facts from Hubspot that highlight the significance of the onboarding process:
The majority of revenue often stems from existing customers
Happy customers can become your top referral sources
Customer retention can reduce acquisition costs and boost revenue
In conclusion, user onboarding plays a critical role in improving customer retention, consequently fueling your business growth.
Customer onboarding process
Sign-up process
The sign-up stage is the first part of the onboarding process.
Heap surveyed 79 SaaS companies and discovered that the typical conversion rate for their sign-up procedure stood at 36,2%.
Keep your sign-up process short and smooth: Initiate your customers for success right from the start by simplifying the process of getting them started with your product. At this stage, requesting only a name, email address, and password should be adequate.
Require an extensive amount of information for sign-up? Instead of requesting all details on a single page, divide it across multiple pages. Spreading out the sign-up information over several pages was associated with a slight uptick in conversion rates. Thus, if your sign-up process demands a lot of customer information, take it easy by splitting it across multiple pages.
Offering integration with familiar services such as Google, Slack,… This eliminates almost the friction during sign-up, enabling new customers to register with just a single click. “When people can register with one click using a service they already use like Google, Slack,…the signup rates improved 8.2 percentage points.” (Heap)
Why is it good?
Short form: It doesn’t require lots of information
No credit card required
Concise, easily digestible bullet points are placed next to the form, reiterating the benefits customers will receive upon signing up.
Why is it good:
There’s only one field to fill in to begin, keeping it brief.
Customers have the option to sign up using other tools they already use.
Welcome email
After the user’s registration, the next step in your onboarding process involves sending them a welcome email. This email should promptly guide them back to your product, enabling them to start using it and derive value from it right away.
Express appreciation: Extend your thanks. These users have taken the time to sign up for your product, so it’s important to communicate that you value them.
Send helpful resources: Incorporate links to onboarding resources such as product tours, demo videos, knowledge base articles, or FAQs. However, it’s crucial not to overwhelm the customer with excessive information at this early stage in the process.
Encourage users to use your product: The main objective of this email is to encourage your new users to log in to experience your product. Including a CTA in your email can motivate them to get started.
First log-in
Even if a user has viewed a demo or gone through a tour, their initial log-in is their first real impression of your product.
During this phase, your goal is to help them set up and become prepared to utilize your product. Typically, it involves providing a guided tutorial or set-up wizard that walks your customers through each step of the process.
Provide precise instructions to your customers: Avoid leaving them to speculate; instead, offer valuable information or tools, such as a setup wizard, immediately upon their login.
Offer a simple victory: Since it may require time for users to fully appreciate your product’s value, you should offer a swift achievement to boost their confidence. This could entail something as straightforward as “leveling up” in the onboarding process or earning a badge for completing a specific action.
Provide a “getting started” checklist: Develop an outline or checklist of what tasks new users should complete and what they can anticipate throughout the onboarding process.
Integrations and Invitations
For B2B companies, the onboarding process often encompasses various team members and tools. Your addition to their tech stack typically isn’t standalone software, rather, it’s a product that necessitates integration with other systems. This often involves importing data and inviting members to join the workspace.
Leverage automation: You should automate as much of the process as possible to eliminate bottlenecks that may cause issues for your users.
Provide options: Not every customer might require setting up platform integrations, importing data, or inviting other users to join their team. Hence, ensure that this stage remains an optional component of your onboarding process.
Deliver exceptional support: Make sure you have a support team to address all customer issues during this stage.
Product walkthrough or tutorial
A product walkthrough guides your customers through the necessary steps to set up and accomplish essential tasks within your product. The objective is to motivate users to complete essential tasks within the product.
Enable customers to skip certain sections of the process. Some users might have prior familiarity with your product from previous roles. You can provide them the option to skip parts or the entirety of the tutorial to ensure there are no obstacles to them when using the product.
Enable a pause feature. Some prefer not to go through an entire onboarding tutorial in one sitting. Therefore, it’s crucial to offer your customers the flexibility to pause the product walkthrough and return to it whenever necessary.
Offer extra assistance: Some users might need more than just a product walkthrough or tutorial when using your product. Make sure all customers can reach support agents for extra help. Alternatively, consider providing a live chat support feature for immediate assistance.
Follow-up email
Your onboarding process aims to maintain customer engagement beyond their initial login.
You have to consider sending subsequent follow-up emails that provide helpful tips to assist your customers in utilizing your product and encourage them to log back in through these communications.
Offer assistance, not sales pitches: Rather than pushing for an upgrade or promoting another product, concentrate on nurturing the relationship established with your customer through this specific product. Share resources such as links to help center articles and videos detailing specific features to assist users in maximizing the benefits of your company’s products.
Keep it concise. According to Constant Contact’s analysis of over 2.1 million emails, the ones with the highest click-through rates had about 20 lines of text, roughly equivalent to 200 words. Ensure your communication centers around one topic or usage scenario to avoid overwhelming readers.
Utilize social proof: Embedding customer testimonials and reviews within your follow-up emails to remind your users about the value of your product.
Customer On-boarding Best Practices
Show your value
Showcasing your value serves as the foundation for a lasting relationship. You need to highlight the unique benefits and solutions your product offers to your customers.
You have to show how your product solves their problems engages them and proves its immediate value. By consistently highlighting what you offer during onboarding, customers understand its significance, building trust and strengthening their loyalty to your brand.
Improve communication
Clear, concise, and timely communication at each stage ensures customers comprehend the steps involved, reducing confusion and enhancing their experience. You should provide multiple channels for communication, such as live chat, email, or guided tutorials to empower customers to seek assistance when needed.
Keeping customers updated and reaching out proactively shows your commitment. It helps keep customers informed and engaged during onboarding, laying a strong foundation for a successful relationship.
Create an amazing experience
Every customer has distinct concerns, so you should provide a personalized experience. The more you customize your solution to meet their needs, the easier it will be to achieve wins.
Additionally, ensure availability to assist customers getting stuck. This enhances their onboarding experience and provides insights into areas where your process might need improvement.
Utilize customer support system
Leveraging a robust customer support system within your onboarding process is crucial for a smooth journey. It ensures timely assistance and guidance for new users navigating your product.
Moreover, utilizing customer support interactions helps you learn and improve the onboarding process by finding and fixing issues.
Measure the success of customer onboarding
To gauge onboarding success effectively, it’s advisable to collect various metrics. This approach provides a comprehensive understanding of customers’ sentiments and actions.
In summary, customer onboarding serves as the bedrock for establishing strong relationships and driving customer success. It’s a crucial stage where businesses can make a lasting impact, meet user needs, and demonstrate their value. By focusing on clear communication, personalized assistance, and ongoing support, companies can elevate the onboarding experience. A well-executed onboarding strategy not only enhances retention but also cultivates lasting satisfaction, loyalty, and mutual growth between businesses and their customers.
Interested in customer onboarding? Learn more about our Shopify tactics for growing merchants!
10+ Help Desk Metrics To Measure Support Performance On Shopify
Help desk metrics serve as invaluable tools in evaluating the performance of customer service teams, particularly in the Shopify platform. These metrics can offer actionable insights to optimize support operations and elevate service standards. By understanding these metrics, Shopify merchants can enhance their support capabilities, foster stronger customer relationships, and ultimately drive growth in this competitive marketplace.
In today’s article, we will explore 10+ essential help desk metrics on Shopify and how to measure them.
In this section, we will analyze the benefits of measuring help desk metrics for three parties: C-level executives, middle managers/leaders, and team members
10+ Must-Track Help Desk Metrics On Shopify
There are 3 standout categories of help desk metrics on Shopify: productivity metrics, performance metrics, and experience metrics. Let’s break these down to learn more!
A. Shopify Help Desk Metrics About Productivity
Ticket volume
Ticket volume is the total number of support tickets or customer inquiries received within a specific period on Shopify. This help desk metric tells you how frequently your customers encounter issues that require the help of a support agent.
Moreover, analyzing your ticket volume helps you identify trends and pinpoint peak seasons when queries surge. This enables you to adjust staffing levels, preventing overworking during peak times.
Ticket volume by working hours
Ticket volume by working hours measures the number of support tickets managed during specific work periods. These metrics help understand how workload varies throughout the workday, assisting teams in resource allocation.
Ticket volume by working hours = Total number of tickets / Number of working hours
Example:
If you have 100 tickets received in a day and your working hours are 8 hours.
The ticket volume by working hours in this case = 100 / 8 = 12.5 tickets per working hour
Ticket volume by channels
This helpdesk metric measures the number of customer inquiries received through each available support channel, such as email, live chat, Instagram, Facebook,…
Understanding the channel volume provides valuable insights into customer preferences regarding communication channels when seeking assistance.
Ticket backlog
Ticket backlog is the total number of customer support tickets that remain unresolved within a defined timeframe.
Tracking this help desk metric enables you to promptly resolve your customer’s issues.
Ticket backlog = Total number of unresolved tickets
(including tickets you have responded to, but haven’t closed)
Resolution rate
The resolution rate measures how many tickets have been fully resolved out of the total number of tickets. A higher resolution rate indicates that a large proportion of customer inquiries or problems are being effectively resolved.
Resolution rate = (Number of resolved tickets / Total number of tickets) * 100%
For instance:
If an agent resolves 80 out of 100 tickets within a week, the resolution rate would be:
Resolution rate = 80/100 *100% = 80%
First-contact resolution (FCR) rate
First-contact resolution (FCR) rate is the proportion of customer requests resolved by a support agent or a member during the initial interaction with the customers.
FCR rate = The number of tickets resolved in the first contact between customer and agent/ Total number of tickets resolved * 100%
B. Shopify Help Desk Metrics About Performance
First-response time
First-response time captures how long it takes an agent to initially respond to Shopify support request or ticket. Long wait times might indicate that agents are struggling to keep up with a high volume of tickets.
First response time = Time of sending the first response – Time of receiving the customer message
Average handling time (AHT)
Average handling time (AHT) is the average amount of time spent on a customer call or interaction. This metric serves as another indicator of your support team’s efficiency. Although longer AHTs don’t indicate an unproductive team, they might result in frustrated customers.
AHT = Total the amount of time spent on each call or interaction / Total number of calls and interactions
Resolution time
These help desk performance metrics measure the amount of time taken to completely resolve a customer issue from the moment it’s reported until it’s resolved. It tells you how long a customer must wait for a customer agent to solve their issues.
This metric includes the entire lifecycle of a ticket, including the time spent on investigation, communication with the customer, troubleshooting, and finally providing a solution.
Tracking resolution time helps evaluate the efficiency of your support team. Lower resolution times indicate faster response, problem-solving capabilities, and contributing to improved customer satisfaction.
C. Shopify Help Desk Metrics About Customer Experience
Customer Effort Score (CES)
Customer effort score (CES) evaluates how easy it is for customers to use or experience the features or functions of your products. CES is usually measured on a scale from 1 to 10.
Customer Effort Score = Sum of customer effort ratings / Total number of survey response
Net Promotor Score
Net promotor score (NPS) measures how likely customers are to recommend your products to someone else.
NPS is usually measured on a scale from 1 to 10.
Promotors (respondents who answer 9-10) are very happy customers and will most likely recommend you to others.
Passives (respondents who answer 7-8) are quite happy but not likely to recommend your products or services.
Detractors (respondents who answer 6 and below) are not happy and will not encourage others to patronize your business.
NPS evaluates the overall satisfaction and loyalty of the customers (about both support + product)
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) measures how your customers feel about customer service or support they received. It’s typically measured by asking your customers to complete a quick survey post-service.
These help desk metrics evaluate the quality of the service provided by the support team.
According to Hiver’s benchmark survey, the CSAT score is the most critical metric for 41% of customer support teams.
CSAT questions usually consist of concise and straightforward formats. The most common type of customer satisfaction survey example involves a rating scale question, prompting customers to rate their satisfaction on a scale of 1-5 stars.
Average CSAT can be measured on a daily, weekly, monthly, or quarterly basis.
Average CSAT = Total stars / Total surveys.
Example:
A support team received the following surveys last week.
5-star: 15 surveys
4-star: 10 surveys
3-star: 2 surveys
2-star: 1 survey
1-star: 0 survey
The average CSAT of that week: (15*5 + 10*4 + 2*3 + 1*2 + 0*1) / (15+10+2+1+0) = 4.39
How To Measure Help Desk Metrics Effectively?
Measuring help desk metrics effectively involves a combination of strategies and tools to gather and analyze data. Here are some ways you can take to measure your helpdesk metrics:
Define KPIs
To measure your metrics effectively, the first step is identifying the specific metrics that matter to your help desk operations, which may include some of the metrics mentioned earlier. Ensure that your chosen Key Performance Indicators (KPIs) align closely with your goals and objectives.
Leverage customer surveys
You can leverage customer surveys to measure help desk metrics by gathering direct feedback from customers about their experience with your product/service. You should design surveys that focus on satisfaction levels, ease of issue resolution, and overall support quality.
Track and analyze data regularly
To achieve a comprehensive view, it’s crucial to regularly export and merge data from various sources. Additionally, establishing regular intervals to review and analyze the gathered data against predetermined KPIs is vital. This helps identify trends, areas of improvement, and success within the help desk operations.
Finally, comparing your metrics with industry benchmarks or your historical data allows for setting achievable goals for improvement.
Utilize a help desk app
Implement a help desk app or ticketing system on Shopify that can automatically track and generate reports on your chosen KPIs. These apps typically provide dashboards and help desk reports that offer insights into various metrics, making it easier to track and analyze performance.
If measuring your metrics poses a challenge, explore our MooseDesk app as a solution. Not only does it aid in resolving customer inquiries efficiently, but it also furnishes comprehensive reports including a range of essential metrics.
MooseDesk’s reports offer a breakdown of key aspects of your daily support operations which helps you monitor the support metrics, performance, and gather other in-depth insights. These reports are accessible in real time and allow customization with selected help desk metrics to suit your preferences.
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Wrapping Up
Choosing the right help desk metrics for your team can greatly improve your support strategy for future success. Not every metric suits every team, so it’s crucial to comprehend your current position in your progression.
For newcomers, metrics such as backlogs or utilization rates may not offer significant insights. Conversely, if you’re implementing an omnichannel support approach, metrics like handle time might not precisely address your specific requirements.
Assessing the metrics aligned with your team’s needs provides you with the most effective tools to navigate and plan for the future.
Discover MooseDesk for free! Sign up now and optimize your support operations with valuable insights.
Top 10 E-commerce Practices for Shopify Merchants (updated 2024)
Adopting well-planned and adaptable e-commerce practices is crucial for businesses. Nonetheless, certain businesses on Shopify, especially SMEs, might encounter challenges in developing effective e-commerce strategies. In this comprehensive guide, we will include everything you need to craft strategies that not only attract customers but also retain them in a competitive market.
An effective e-commerce strategy stands as a pivotal factor in ensuring the steady growth of a business. It serves as a blueprint guiding the expansion of online operations while aligning with broader business objectives.
A well-thought-out strategy not only drives sales but also fosters customer loyalty, optimizes operational efficiency, and adapts swiftly to market changes. By leveraging innovative tactics and streamlined processes, an e-commerce strategy becomes instrumental in sustaining and fostering the consistent growth of a business in the dynamic realm of online commerce.
The capability to surpass competitors
An e-commerce strategy provides a distinct edge in the digital marketplace which enables businesses to differentiate themselves through unique value propositions and enhanced customer experiences.
A well-designed e-commerce practice focuses on understanding customer needs, leveraging competitive analysis, and identifying gaps in the market. Moreover, an e-commerce strategy fosters improvement, allowing businesses to innovate their products, services, and customer engagement methods, ultimately establishing a competitive advantage and staying ahead of the competition.
Cost efficiency
Adopting an e-commerce strategy significantly improves cost efficiency by streamlining various operational aspects of online businesses. It helps the company reduce expenses associated with brick-and-mortar establishments, such as rent, utilities, and employee salaries.
Additionally, an effective strategy plan allows for the automation of numerous processes, including inventory management, order fulfillment, and customer service which helps cut labor costs and minimize human error.
Furthermore, with a detailed strategy, businesses can make informed decisions about resource allocation, marketing expenditures, and product offerings, ensuring that investments yield higher returns and unnecessary costs are minimized.
Overall, an e-commerce strategy improves cost-saving and operational efficiencies, contributing significantly to the profit of businesses.
Create Powerful E-Commerce Strategies
Understand your audiences
Understanding your audiences allows you to target your efforts effectively. The key focus during this stage involves crafting customer personas and mapping out customer journeys.
You can create customer personas through research, surveys, interviews, and archived data. A persona should be built based on the following information:
Professional details: job title, tools used, decision-making power,…
The next step involves crafting the customer journey. A well-mapped customer journey allows you to fulfill customer expectations across various stages, optimizing touchpoints, and personalizing interactions to their needs.
In summary, understanding your audiences is the very first step of a successful e-commerce strategy. It helps you to tailor your approach, improve user experience, and ultimately drive sales and growth for your business.
Understand your competitors
Competitor analysis provides insights into market trends, helps identify gaps for differentiation, and allows learning from their successes and mistakes. Consequently, you can improve products/ services and strategically position your brand in the market.
Performing a SWOT analysis enables a comprehensive assessment of your competitors’s strengths, weaknesses, opportunities, and threats. Let’s break it down this model!
S: What are their key success factors in the market? What is the USP of the competitor?
W: what are the competitor’s limitations?
O: What emerging market trends or new technologies could the competitor leverage? Are there changes in regulations or consumer preferences that present opportunities?
T: What external factors pose risks to the competitor’s business?
Define your goals and objectives
Your goals and objectives should follow the SMART criteria to provide a clear roadmap for your e-commerce strategy and allow for effective measurement of success.
Here are some examples of setting goals and objectives for an e-commerce strategy:
Increase subscription sign-up by 50% in the next year by offering incentives or special offers for subscribers.
Enter a new market segment and achieve $50,000 in sales within the first quarter of 2024.
Decrease cart abandonment rate by 20% within 3 months by optimizing the checkout process.
Increase social media engagement by 30% in 3 months by crafting high-quality content, posting regularly, and responding to users actively
Resource allocation
To ensure your strategy is feasible, you have to determine the resources required, including financial, personnel, technology, time,…Resource allocation must align with business objectives to ensure that investments yield profitability.
It involves allocating budgets for various aspects such as marketing campaigns, inventory management, customer service, etc. You have to prioritize initiatives that align with business objectives and balance expenditures to maximize ROI.
Resource allocation also involves allocating human resources to ensure that the right skill sets are utilized in tasks.
Develop your e-commerce practices
Tactics are specific actions or methods used to achieve particular objectives within a strategy. Based on your analysis, develop tactics that align with your goals and objectives. This might include marketing, sales, operations, customer service, etc.
For examples:
Marketing tactics: content creation, social media engagement, email marketing campaign, etc.
An implementation plan outlines the detailed steps, tasks, timelines, and resources needed to execute your e-commerce strategy. It serves as a roadmap, assigning responsibilities, and setting clear milestones.
The implementation plan typically includes the following:
Project scope
Schedule of activities
PIC (person in charge)
Budget allocation
KPIs
A well-crafted implementation plan will guarantee efficiency and the attainment of desired outcomes.
Risk management
Continual monitoring, regular audits, and staying updated on emerging threads are essential to proactively manage risks.