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Tips for Achieving Customer Service Excellence


Excellent online customer service can significantly enhance the shopping experience for customers browsing your website or shopping online. Promptly addressing inquiries fosters a positive brand perception and lays a solid foundation for future business collaboration.

This guide provides you with the essential knowledge and strategies to deliver exceptional customer service in your store, boosting conversions, brand loyalty, and long-term success.


In This Article



Crafting Effective Customer Service Strategies


Tailoring Customer Service for Your Target Market

Different merchants sell various products and cater to distinct customer segments, so finding the right market positioning is key to customer satisfaction.

SHOPLINE offers comprehensive solutions for merchants in various categories, including website building, payment processing, logistics, advertising, and consumer trend insights. This empowers merchants to adjust their strategies and grow their business.


Communicating Your Store's Services to Customers

To ensure a positive customer experience, clearly communicate the services your store offers to your target audience. Here are some key aspects to highlight:

  • Store type: Specify whether you operate an online store or a B2B business model. 
  • Product information: Provide detailed product descriptions and share your brand story. 
  • Shipping and returns: Clearly outline your store's shipping policy, return and exchange policy, and after-sales guarantee policy.
  • Customer support: Inform customers about your email subscription options and online consulting services for product inquiries, order support, and other relevant issues.
  • Promotions and rewards: Highlight any customer-oriented promotional campaigns and details of ongoing loyalty programs.



Common Customer Services Offered by Online Stores


Providing Your Store Policies 

Prominently display store policies, including shipping time, return and exchange policy, contact us, etc., in the header/footer and on the Checkout page to build customer trust and reduce purchase anxiety.

  1. From your SHOPLINE admin panel, go to Settings > Terms and Policies to create content for each policy page, such as Refund Policy, Privacy Policy, Terms of Service, Shipping Policy, etc.
  2. Go to Online Store > Navigation to create a policy menu navigation. Customize the navigation name, such as About Us, HELP & SUPPORT, etc. Link the menu items under the navigation to the custom pages of each policy that has been created.
  3. Access your theme editor by going to Online Store > Design. Then, select the corresponding policy menu navigation for the Header/Footer.


Responding to Customer Inquiries

Customers may have inquiries about products, shipping, orders, and other related matters before and after making a purchase. Ensure accessible channels for customer inquiries, such as online chat, contact email, phone number, and mailing address.



Offer real-time customer support by configuring a chat widget for your store. This allows customers to conveniently contact you through direct messages. 

  1. From your SHOPLINE admin panel, go to Messages > Customize settings to create a tailored customer experience. Click Go to settings in any of the message setting options.

  2. Go to the Chat widget section and customize its appearance to match your store's branding. Once you're happy with the look, click Enable now to activate the widget.

  3. In your theme editor, locate the toggle switch for Chat widget and turn it on.


Contact Us Page

Merchants can set up a message form in the SHOPLINE admin panel under Online Store > Page > Create a page > Theme template > Contact.

The front-end display of the Contact Us form is as follows:

  • After customers submit their messages, merchants can receive emails at the designated contact email.
  • The contact email can be viewed and configured in the SHOPLINE admin panel under Settings > Basic Settings > Customer service email.


Online Enquiry Forms

If you are running a B2B business, you can use the B2B & Wholesale Solution app to create an enquiry form to build deeper business opportunities with customers. 

From your SHOPLINE admin panel, go to Apps > B2B & Wholesale Solution > Settings > Shop display > Enquiry form settings to set up the form.



Reaching Customers with Email Marketing

Email marketing (EDM) enables you to send targeted messages directly to your customers, including product updates, promotional campaigns, and marketing activities. This fosters customer loyalty and encourages repeat business.

By default, customers can subscribe to your email list during checkout. You can adjust these settings in your admin panel under Settings > Checkout Settings > Customer's contact information.


Leveraging Email Marketing Tools

Explore EDM marketing tools like Smartpush to run email marketing campaigns to your existing customers. These tools can also help you segment your customer base for targeted messaging and provide valuable customer insights.

  • Smartpush currently offers a monthly allocation of 1,000 free emails for merchants. 
  • For details on customer segments, refer to the "Customer Segments" guide.



Boosting Customer Engagement with Your Store

Good customer interaction is key to understanding your audience and building brand awareness. Here are some effective strategies to encourage customer engagement:


Gathering Customer Feedback

  • Product Reviews: Encourage customers to post product reviews. Honest reviews provide valuable insights into customer experiences and can serve as social proof for potential buyers.
  • Social Media Engagement: Actively reply to customer comments under social media posts. This fosters two-way communication and demonstrates that you value your customers' voices.


Rewarding Customer Loyalty

  • Customer Reward Activities: Launch customer reward activities to incentivize engagement. This can include points programs, referral bonuses, or exclusive discounts.
  • Member Points System: Set up a member points system where customers can earn points through purchases, reviews, or social media interaction. These points can then be redeemed for rewards.


Additional Engagement Strategies

  • Gift Cards: Offer gift cards as a purchase option or promotional incentive. Set up your gift cards in your admin panel > Products > Gift cards.

  • Discount Codes: Create targeted discounts to attract new customers or reward existing ones. Create discount codes by going to Discounts > Create a discount in your admin panel.

  • Affiliate Marketing: Utilize the Affiliate Marketing app to incentivize partners to promote your store and reach a wider audience.


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