During the beginning of the COVID-19 pandemic, 90% of Americans said the internet was a lifeline for them. They relied on it for everyday tasks they could no longer carry out in person, like shopping. They also came to realize how efficient and convenient online services are. Since then, 88% of consumers expect businesses to
Creating a frictionless, engaging, and service-centric customer experience must be a priority for any business hoping to be an industry leader. In fact, 87% of business leaders consider customer experience the top source of growth for their brands.
However, improving the customer experience can be a challenge as technology and customer expectations continually change. Less
Shopify makes setting up an online store a straightforward and approachable process. Chances are that if you use Shopify, you found it easy enough to open your website and store. But now that you’re generating site traffic and some sales, you’re ready to take next steps. To improve your customers’ experience while you scale your
Conversational commerce has taken off in the past few years. Researchers predict that it will have a $290 billion spend by 2025—a 590% rise from 2021-2025. It’s no coincidence that messaging apps have popped up to support this growth, including Apple Messages for Business, Facebook Messenger, Google’s Business Messages, Instagram Messenger, Microsoft Teams, Telegram,
For a refresher, read part one of our series on conversational support, Why Businesses Need Conversational Support Now.
Creating a conversational support strategy is a lot like building a house. Before you get to work, you want to make sure you have a great team in place, along with the schedule, materials, and expertise
Customer service is critical to the growth and success of your Shopify store. After all, 90% of consumers consider customer service important in their choice of and loyalty to a brand. With that in mind, how do you improve your customer service and make sure that your customers have a positive experience with your company
Customer service issues can deliver a big blow to your eCommerce brand. In fact, 63% of American consumers will switch companies because of poor customer service. On the flip side, improving your customer service will bring clear benefits. Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service
There’s a new way to support your customers, and it’s changing the way businesses operate. Conversational support is helping businesses develop deeper, more meaningful connections to their customers while driving up revenue. So, what is it exactly?
Conversational support is answering customers’ questions through one-to-one conversations with real people. In recent years, conversational support’s focus
Since the beginning of the COVID-19 pandemic, online shopping has become more popular and is expected to maintain its reign well into the future. Now, this growing population of online customers needs support from a convenient, digital channel that provides the same friendly, personal experience it found in stores.
Customer service chats are proven
There’s a good chance you’re receiving more texts than ever before. Your friends, family members, and even your favorite businesses regularly text you. You’re not alone. In 2020, mobile users sent a whopping total of 2.2 trillion text messages and those numbers are only rising.
Because of all these incoming texts, you probably check your
An astonishing 74% of consumers are at least somewhat likely to make purchases based on the customer experience alone. If your Shopify store offers a stellar customer experience, you’re a lot more likely to make sales. So how can you make sure it’s up to par?
Collecting feedback helps you understand how customers feel about
It’s no surprise that over half a million organizations rely on Microsoft Teams to help facilitate collaboration with their coworkers and teams. Microsoft Teams’ productivity apps take the tool’s superpowers one step further. These third-party apps can help you with everything from organizing projects to managing your customer communications—all from within your favorite team collaboration
Conversations between businesses and their customers have increasingly shifted away from in-person interactions to digital ones, with customer expectations for fast, personalized service climbing higher still. Smart businesses listened, adopting messaging channels and seeing texts fly in. But they quickly learned that opening a text messaging channel is one tactical step of a larger journey
In January of 2020, 51% of eCommerce marketers said they planned to increase spending in messaging or SMS marketing. By June 2020, that figure grew to 56%. Though SMS marketing spend is growing, businesses who are boosting their SMS marketing efforts have to ensure their promotional messages don’t seem like spam to customers.
If your
Mass texting—sending one text to multiple recipients—helps businesses directly connect with dozens or hundreds of customers and prospects efficiently. The strategy has grown popular with businesses in recent years because those on the receiving end of a mass text message are almost certain to read your message, since texts have a 98% open rate
Many first-time business owners choose Shopify to host their new online stores—and it’s no secret why they’re drawn to the easy-to-use eCommerce shopping platform. In 2020 alone, businesses on Shopify racked up $166+ billion in economic activity in the U.S. There are over one million businesses on the platform, and these businesses support 714,523 jobs.