Guest Post: 5 Tools to Uplift Your Store’s Customer Experience

This week we feature an article from Deb Mukherjee, a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level.

In this day and age, eCommerce is a booming industry. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. As we’re still embracing remote work and social distancing, folks would be purchasing from online stores.

As you might be aware, BFCM days indicate to eCommerce business owners how the next year will be in sales. Well, they have reason to rejoice. According to Shopify, Shopify store owners collectively made USD 5.1 billion in sales between Black Friday and Cyber Monday globally, up 76% from last year.

To increase your store’s sales, the customer experience of the store must be top-notch. What’s customer experience? It’s the experience that your customer would go through right from when they enter your online store to purchasing a product.

It’s not easy to uplift your store’s customer experience. It’s an incremental process that takes time and focus. However, some Shopify apps will make your life easier and complement your efforts.

Let’s look at these 5 Shopify apps that will help you boost your store’s customer experience effortlessly:

Privy

Privy Convert accelerates your email list growth through timely popups, flyouts, and onsite displays. With Privy, you can capture the visitor’s email and leverage that for various personalized campaigns like cart abandonment, special discounts, etc.

Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback. It also shows that you care for your customers, which in turn uplifts your customer experience.

Privy Convert allows you to use the product for free but with a cap of 5,000 pageviews on the store. Post that, you pay $20/month for 10,000 pageviews.

Klaviyo

Klaviyo is an email marketing automation software that caters to eCommerce businesses. With Klaviyo, you can send cart abandonment emails, execute generic email campaigns at scale, and send highly personalized emails to specific customers based on their purchase history.

With hyper-personalization and segmentation of your emails, you build a close relationship with your customers. The fact that the product recommendations are personalized goes a long way to establishing a long-term relationship. This directly enhances the overall customer experience of the store.

Klaviyo offers a free plan, but 250 contacts limit it. From the 251st contact, you pay $20/month.

DelightChat

DelightChat is a customer support software for eCommerce brands. With its omnichannel support inbox, you can respond to customer queries from every channel on one screen. You never have to switch back and forth browser tabs.

With on-time customer service, you might see a backlash from your customers and might switch to buying from your competitors. A tool like DelightChat enables you to manage customer support seamlessly. And as you’ve probably guessed, it improves the experience as you’re serving them after they’ve purchased from your store.

DelightChat is currently free if you sign-up for the beta. It will be reasonably priced when it’s launched to the public.

Loox

Loox helps you add visual social proof to the product pages on your eCommerce store. It allows you to send automated emails that ask your customers for reviews. Every time they review the product with an image, you can use that opportunity to incentivize them (like sharing a unique discount code).

They’ve got a free trial of 14 days, but then the lowest plan starts at $9.99/month for 100 monthly review request emails.

LoyaltyLion

Loyalty programs put a smile on your customers’ faces. They can also aid with an increase in revenue and create brand advocates. That’s where LoyaltyLion can assist your eCommerce business. With LoyaltyLion, your customer can accrue points on every purchase, social share, or newsletter sign-up and later use them as a discount on your store.

It creates an extraordinary customer experience. You’re giving them a discount, but instead of a direct one, they can collect points and convert it into a value or some other benefit. This produces stickiness for your products & also creates raving fans.

Social proof is a big part of an excellent customer experience. A visitor will look at authentic, first-hand reviews to inform their purchase decision. This equips the customer to make the right choice.

LoyaltyLion starts at $399/month for 2000 customers. They’re on the expensive side, but you can try out the product for free for 14 days.

Ending Notes

In 2021, customer experience will play a key role in determining which eCommerce businesses succeed, given the number of options in every category. It’d be prudent to invest a part of your efforts to improve your store’s customer experience.

Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. He has consulted over 40 companies to date and is now heading the marketing function at DelightChat, a customer support software for eCommerce & DTC companies.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes article: The Impact of the Remote Workforce