The quality of your Shopify customer support can make or break the success of your online business. In fact, recent data released by Shopify showed that 58% of consumers said excellent past customer service influenced their purchase decisions.

But how exactly do you provide amazing customer service on this platform? Sure, there are a few good approaches that are considered common knowledge, like being friendly and going the extra mile to ensure customer satisfaction. But what Shopify-specific best practices should you follow?

This is where we come in. Here at eDesk, we process more than 50 million eCommerce messages every month. In doing so, we’ve gained valuable insights and data on how to delight shoppers across every marketplace and platform, including Shopify. Keep reading to find out more about our top 10 ways to provide exceptional Shopify customer support and improve your Shopify support services.

What is Shopify?

Shopify defines itself as a complete commerce platform that lets you start, grow, and manage a business.

This platform gives sellers – also called “merchants” on Shopify – the ability to build and customize an online store and sell in multiple places such as web, mobile, in person, across social media, and on online marketplaces. Put simply, your Shopify site is your online storefront.

Shopify’s core product includes everything you need to get your store up and running. You can choose from a wide range of templates to match the look and feel of your brand. Plus, you get tools to help you sell in multiple places, integrated payment processing, a seamless checkout experience, SEO and marketing tools to promote your store, as well as Shopify APIs and development tools if you want to further expand your store’s capabilities.

Benefits of Selling on Shopify

Wondering if you should sell on Shopify? Let’s look at just a few of the advantages this platform offers to online sellers.

According to Fundera, Shopify is the third-largest eCommerce platform in the United States. It has processed over one billion orders, accounts for over $319 billion in global economic activity, and has more than 2.1 million active daily users. In addition, Shopify provides access to more than 25.8 million third-party apps.

This all means Shopify presents a tremendous opportunity to grow your brand and reach millions of customers, all while using the tools you need to run your business seamlessly. For instance, eDesk’s Shopify integration helps sellers streamline operations by consolidating customer messaging into one smart inbox. AI-powered features such as message classification, sentiment analysis, templates, and auto-responders help you deliver outstanding Shopify support services while saving time and effort.

Why is Shopify customer support important?

Wondering if Shopify customer support is really that important? Again, let’s look at some real-world statistics to answer that question.

Recent studies show that 90% of customers report using customer service as a deciding factor when determining whether to do business with a brand. An even higher number, 93%, say they’re likely to shop again with a brand following a positive customer support experience. Research also shows that businesses can grow their revenue by 4 to 8% above their market by prioritizing better service through solutions like Shopify tech support and live chat.

And the numbers don’t just show the benefits of strong support. They also highlight the risks of poor service. For instance, 64% of shoppers say they’ll switch brands after just one negative experience. New Voice Media estimates that poor customer support costs businesses around $75 billion annually.

1. Make it easy for customers to reach you

Ensure that your contact information is prominently displayed on your Shopify store. Providing multiple channels, such as email, phone, and Shopify live chat 24/7 options allows customers to choose their preferred method of communication. This approach enhances the accessibility of your Shopify support service.

2. Have an FAQ page

An organized FAQ page addresses common customer inquiries, reducing the volume of support requests. Regularly updating this page ensures that customers have access to the latest information, improving the efficiency of your Shopify website support.

3. Create Effective Product Listings

Detailed product descriptions, high-quality images, and clear pricing information help customers make informed decisions. Accurate listings minimize confusion and the need for additional Shopify tech support.

4. Establish Service-Level Agreements (SLAs) and respond quickly

Setting clear expectations for response times demonstrates professionalism and commitment to customer satisfaction. Adhering to SLAs ensures that your Shopify store customer service remains reliable and efficient.

5. Use AI and automation

Implementing AI-driven tools like chatbots can handle routine inquiries, allowing your team to focus on complex issues. Automation enhances the scalability and responsiveness of your Shopify support services.

6. Train and develop your customer support team

Regular training sessions keep your support team updated on best practices and product knowledge. A well-informed team can provide superior customer service for Shopify store patrons.

7. Measure and analyze customer feedback

Collecting and evaluating customer feedback helps identify areas for improvement. Utilizing this data ensures that your Shopify Plus customer support strategies align with customer expectations.

8. Offer 24/7 Support

Providing round-the-clock assistance caters to customers in different time zones and enhances trust. Ensuring availability through Shopify customer service number 24/7 or live chat options demonstrates commitment to customer care.

9. Outsource Support When Necessary

Partnering with reputable Shopify customer service outsourcing providers can help manage high volumes of inquiries without compromising quality. This approach ensures consistent Shopify support service delivery.

10. Utilize Shopify’s Built-In Support Tools

Leveraging Shopify’s native support features, such as integrated messaging and help center functionalities, streamlines the support process. These tools enhance the efficiency of your Shopify website support operations.

For more insights on enhancing your Shopify customer support:

• Explore eDesk’s Shopify integration for seamless support management.

   

• Discover the best help desk apps for Shopify.

   

• Learn about Shopify customer service apps to enhance support.

   

• Review general e-commerce customer service best practices.

   

Ready to elevate your Shopify customer support? Book a Demo today.