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
  
  
• Speed Optimizer: AMP, Image Compression, Instant Page
  
  
• 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!

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.

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.

Here’s why you’ll love UpPromote Affiliate Marketing:

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.

Here’s why you’ll love LAI 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!

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.

Table of Contents

• What Makes a Good Customer Support Template?
• Empathy
• Clarity
• Efficiency
• Ready-made Templates Step by Step for Different Scenarios
• Angry Customers
• Happy Customers
• Confused Customers
• Technical Issues
• Refund Requests
• Bonus Tips for a Better Support Template
• Quick Response
• Start with an Apology if it Causes Inconvenience
• Use Positive Language
• Final Thought

What Makes a Good Customer Support Template?

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. 

Start your FREE TRlAL now!

Clarity

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!

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.

Table of Contents

• Customer Relationship management on Shopify
  • Retention vs. Loyalty: What is the difference?
  • How to measure customer retention and customer loyalty?
    • Customer retention
    • Customer loyalty
    • Net Promoter Score (NPS)
    • Customer lifetime value (CLV)
    • Customer Engagement Score (CES)
• 10 Proven Tips For Customer Retention And Loyalty On Shopify
  • Tip 1: Tailor the shopping experience
  • Tip 2: Create a rewards program
  • Tip 3: Offer 24/7 customer support
  • Tip 4: Use email marketing
  • Tip 5: Optimize your website for mobile
  • Tip 6: Create interactive content
  • Tip 7: Provide excellent post-purchase support
  • Tip 8: Over-deliver
  • Tip 9: Build a strong community of customers
  • Tip 10: Gather feedback and track key metrics

Customer Relationship management on Shopify

Retention vs. Loyalty: What is the difference?

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.

Retention rate (%) = (Ending customers – New customers)/ Beginning customers

Customer loyalty

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

>> Understand Customer Lifetime Value and how to improve this metric

Customer Engagement Score (CES)

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, 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!

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.

Rude Customer Behaviors on Shopify

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. 

>> Learn more about these 7 tips on how to elevate customer experience on Shopify 

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.

The Role Of AI Software On Shopify Platform?

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.

>> Learn more about 10+ Help Desk Metrics To Measure Support Performance On Shopify 

Better understanding of customer journey

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 help centralize 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.

Discover more Shopify tips in our blog today!

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.

>> Click here to learn more about AvisPlus

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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. 

Benefits of Shopify CRM

Enhance Customer Support

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!

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. 

>> Learn more about top 5 customer service apps for Shopify merchants to find out the best solution for your customer care process!

Wrapping up

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!

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!

What is Customer Lifetime Value (CLV)?

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.

But first, make sure that the customer support process is efficient enough. Check out Top 5 customer support apps for growing stores to learn more!

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’s free pricing plan for Shopify merchants!

Interesting in these tactics? We’ve got more for you on our blog! Let’s check it out!

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.

Must-have features of a customer support app 

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.

>> Discover these 10+ help desk metrics to measure support performance on Shopify

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. 

Check out MooseDesk – free customer support app for early users!

Final Thought

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!

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:

What is customer onboarding?

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. 

>> Discover these 10+ Help Desk Metrics To Measure Support Performance On Shopify 

Wrapping Up

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!

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.

Why Help Desk Metrics Matter?

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. 

Check out for MooseDesk free plan – only available for Early Bird registers!

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.

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.

The Importance Of E-commerce Strategies  

Foundation for Growth 

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: 

• Demographic data: age, gender, geography,…
• Psychographic information: goals, challenges, motivations, insights,…
• 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.
• Sales tactics: discounts, cross-selling, etc.
• Customer service tactics: personalized assistance, enhanced user experience, support templates, etc. 
  

Implementation plan 

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.

Risk management involves identifying and assessing potential threats that could hinder business operations. In e-commerce world, risks primarily include data privacy concerns, payment fraud, supply chain disruptions,…

10 Best e-commerce practices (with examples)

Get active on social media 

The saturation of social media makes it challenging for businesses to truly stand out. Hence, it’s crucial to maintain an active presence through regular sharing of posts.

By leveraging your distinctive value proposition to enhance customer experiences, your content can reach new prospects. 

Let’s take a look at this growing online business:

Passion Footwear is a convertible heels brand that is very active on social media, especially TikTok. This brand has more than 200,000 followers on TikTok and its videos reach 20,000 to 2 million people. It emphasizes the advantage offered by the footwear while integrating popular video trends.

Leverage email marketing 

Email marketing plays an important role in an e-commerce strategy by engaging, nurturing, and retaining customers.

Through personalized and targeted email campaigns, businesses can showcase new products, offer exclusive discounts, and provide valuable content to individual preferences. Additionally, email marketing allows for tracking and analyzing campaign performance, providing insights that help you optimize your strategies.

  

Utilize PPC Advertising

Pay-per-click (PPC) advertising is a great way to reach more prospects and capture search traffic. It’s popular among SMEs for boosting their brand awareness due to its cost-effectiveness. 

In the realm of e-commerce, PPC campaigns can be tailored to specific products or categories, allowing businesses to reach audiences with high purchase intent. 

With this advertising method, you only pay if a user clicks on your ad displayed on search engine result pages. By bidding on relevant keywords and optimizing ad content, you can drive qualified traffic to your websites, resulting in increased conversions and revenue. 

Use appealing images 

According to Jeff Bullas – a marketing influencer and social media strategist – 67% of online shoppers agree that the images of any product are more important than product descriptions. Thus, selecting the most compelling images is crucial to attract your target customers. 

To ensure the best quality of the pictures,  you should maintain a consistent style and generate original content instead of relying on third-party images. 

As the customers can’t touch your product, high-quality images help them to imagine owning the product. 

As a result, you should capture e-commerce product images from various perspectives to empower prospective buyers to make well-informed decisions.

Create a customer review strategy

Customer reviews have a significant impact on the purchase decisions of e-commerce users. That’s why you should encourage customers to leave their feedback on your products and then display them on your website. Customer feedback should consist of a written review alongside a star rating.

Here are some best practices for encouraging product reviews on your e-commerce site:

• Ask for feedback: After your customers have received their products, you can consider requesting them to leave a review through email. Additionally, displaying a reviews popup post-product delivery is another effective strategy. 
• Showcases review to ensure the reviews are easily accessible on your website
• Feature customer photos to encourage customers to include photos with their reviews to enhance the authenticity of their feedback. User-generated content is always more trusted by customers. 
  
  

Include multiple payment options

To improve your conversion rate, you should offer various payment options, including direct bank transfers, credit cards, mobile payments,…

You even take it further and include unique options such as “Buy Now, Pay Later”, allowing customers to select their preferred payment method during checkout.  

Utilize sales promotions

A sales promotion is crafted to enhance the value of a promotional offer for a product, aiming to entice customers to make a purchase. 

Let’s walk through some ideas for your promotions: 

• Discount for new customers
• Gift with purchase
• Flash Sale
• “Buy one, get one” promotion
• Free sample
• Membership reward promotion
• Cashback promotion
• Voucher for loyalty members
• Gift card promotional deal 
  
  

Use cross-selling strategy

Cross-selling in e-commerce refers to a sales method encouraging customers to spend more by purchasing related products alongside their current purchase. By showcasing relevant products during the checkout process or on product pages, e-commerce businesses can increase AOV while providing customers with valuable options. 

Through cross-selling strategy, businesses can not only boost sales but also improve customer satisfaction by offering a comprehensive and personalized shopping experience.

Example:  

Madewell is a women’s clothing brand that specializes in jeans,  shoes, T-shirts, and dresses. 

Their best seller item is the “Linen-Blend Hilltop Shirt”. At the top of the page, users can get detailed information about the shirt. And if they scroll down a bit more, they will discover a section titled “You might also love…” which includes links to other items that have a similar style to the  “Linen-Blend Hilltop Shirt”. 

Employ a clear returns policy

Having a concise returns policy can improve your conversion and your customer retention. For this reason, you should employ a clear returns policy that guides customers regarding the return or exchange of purchased items. 

To improve your returns policy, consider implementing the following actions:

• Ensure your policy is easy to find
• Make it clear and concise
• Include detailed instruction
  
  

Improve customer support helpdesk 

Improving the customer support helpdesk brings numerous advantages to your e-commerce strategy. It makes customers happier by solving issues quickly, leading to better shopping experiences. This kind of support builds trust, encourages customers to stay loyal, and helps in retaining them. Besides, it also makes operations more efficient, reduces response times, and ultimately boosts sales. 

For streamlined and effective e-commerce customer service, consider leveraging the MooseDesk solution for your e-commerce store. This comprehensive platform offers a 24/7 live chat support system, ensuring no client queries or requests are missed.

Furthermore, the platform’s centralized support feature consolidates all inquiries into a user-friendly ticking system, preventing oversight or mishandling of customer requests across different channels. 

Moreover, MooseDesk empowers businesses with detailed customer insights, facilitating personalizing responses and tailored solutions for each individual. This comprehensive approach helps businesses deliver superior customer service and maintain customer satisfaction. 

“Experience seamless customer service management with MooseDesk – revolutionize your customer support journey today!”