How To Improve Customer Experience (BFCM) ✨

How to Improve Customer Experience on Shopify 🤝

An estimated $209.7 billion is up for grabs during the 2022 holiday season (November 1st - December 31st), according to Adobe Analytics forecasts. However, many online stores will fall short of their revenue potential during this year’s BFCM rush.

Merchants spend heavily on BFCM marketing strategies such as; running Black Friday deals, influencer campaigns, Instagram ads and other expensive customer acquisition plays to lure customers in.

However, any budget spent on attracting browsers to your Shopify store will go to waste if you can’t provide a positive shopping experience that converts browsers into buyers. The best way to do this is to understand what makes a great customer experience favourable for your customers.

Gorgias, the handy helpdesk upholds its belief that the best way for Shopify merchants to drive sales during BFCM 2022 is by optimising customer support and improving conversion and retention in the process.

This means clarifying policies, answering customer questions more efficiently and smoothing out the checkout flow is a must!

More than 10,000+ ecommerce businesses utilise Gorgias to upgrade their BFCM customer experience and the Gorgias team has pulled their data and best practices to create an in-depth BFCM strategy.

We'd recommend walking through the linked guide in the order that it has been listed, but if you feel that you've already got some points under your belt, feel free to just focus on the areas that will have the biggest impact on your business this BFCM.

What is Shopify BFCM? 🛍️

Black Friday and Cyber Monday (BFCM) are the biggest shopping holidays of the year and if you're not prepared, they can be a big headache for your business!

BFCM Shopify is a tool that helps you prepare for and manage your Black Friday and Cyber Monday sales, but we know that you're here to learn how to improve the customer experience online.

So, here are five top tips from Gorgias to help you discover how to improve customer experience on your website using the Black Friday checklist below:

Gorgias' Top 5 BFCM Shopify Tips

If you’re finding this article a week before BFCM 2022 or are otherwise strapped for time, you'll need to prioritise the 20% of actions that drive 80% of results for online stores just like yours.

Here are five things that Bri Christiano - Director of Support at Gorgias would recommend to drive revenue during the holiday shopping season:

N0.1: Turn on Self-Service Chat Menus

Turning on self-service chat menus through an automation add-on would be one of the best and most innovative ideas to improve customer experience for your Shopify store this BFCM.

This BFCM strategy is the single most effective thing you could do to reduce ticket volumes from building up throughout the event as up to 20% of tickets will be deflected immediately, freeing agents up for higher-value conversations.

N0.2: Handle your Ticket Volume

Make sure you can handle ticket volume or hire an outsourcing agency if your team can't cope with the level of queries.

Drowning under your ticket backlog is a quick way to ensure your team burns out. So, if you’re too swamped to find and answer urgent pre-sales questions (or upselling and cross-selling opportunities), you’ll lose easy sales.

N0.3: Update your FAQs

Update your FAQ page or help centre to answer all common queries and cover BFCM-specific policies.

If your customers find answers on these pages, they’ll buy faster, convert more often and leave your support team to handle more complex questions.

Use Gorgias’ native help centre to upgrade your FAQ page and offer even more self-service features!

N0.4: Macro Templates and Automation Rules

Set up Macro templates and automation Rules for all your most common pre-sales questions. For instance, the questions that aren’t easily answered by an FAQ page, make sure your agents are prepped with Macros that reflect current BFCM policies.

Automate the Macros with Rules where you can move a larger volume of potential customers to the checkout button as quickly as possible.

N0.5: Proactive Live Chat Campaigns

Turn on proactive live chat campaigns to convert more customers during the big weekend.

Live chat campaigns let you reach out to certain customers based on browsing behaviour to offer support, information, or even a discount.

This is how you turn casual browsers into customers. Strong support programs don’t wait around, hoping for customers to make the first move.

Get Gorgias free for the rest of the year if you sign up before BFCM and the team will be on hand to help you get set up before the big day!

Ready to get started? Check out this demo.

The Ultimate Black Friday Checklist ✏️

Check out the ultimate Black Friday checklist by Gorgias to further your learning and discover how to improve customer experience in ecommerce.

To generate more revenue through support this Black Friday–Cyber Monday ecommerce season, check out the full guide!

This article will teach you how to prioritise high-value customers with a helpdesk and reach out to website visitors proactively and automatically whilst retaining them to increase lifetime value.

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