Customer Service via SMS for Shopify

Your customers want to text your brand. Here's how to do it.

Customer’s value convenience. From checkout experience to order fulfillment and now, customer service. So sending an email when you have a question or issue with your order and then waiting 24-48 hours for a response just doesn’t cut it anymore. Customer service is your last chance to turn a negative experience into a positive one. 

It’s critical to make it easy for the customer to communicate with your customer service team by allowing them to contact your customer service team from the place they spend the most time: their text inbox. 

How to text your customers for customer service if you’re running on Shopify


First, install Postscript. Postscript is an SMS marketing platform for Shopify brands that enables 2-way conversational commerce with your customers. Once your customers opt-in to receive text marketing messages from you, you can then communicate with them via text message throughout the entire customer journey. 

For example, when a customer purchases a product, you can automatically text them delivery updates while informing them that they can text you back if they have any questions about their order. Your customer responses will actually flow back into Postscript where you can then send a reply directly to your customer in that same text thread.

If you prefer to operate customer service out of email, you can have Postscript forward your customer’s SMS responses to your support email address. If you then reply to an email, Postscript will forward your reply to the customer via SMS on the same thread. 

This is a phenomenal solution for smaller brands that don’t have heavy customer service needs. But as you scale, you’ll need more automated SMS customer service functionality.

Postscript x Gorgias

Gorgias is a help desk built for Shopify that enables brands to scale their customer service across all major mediums including chat, email, Instagram, Facebook Messenger, and now SMS through their integration with Postscript.

With the Postscript x Gorgias integration, all of your customer’s SMS responses can be forwarded directly into Gorgias. This creates a ticket in Gorgias. And when your customer service team replies to the ticket within Gorgias, the response will be sent to the customer on the same SMS thread just like a normal text conversion with a friend. 

Since your team is already operating out of Gorgias, this workflow empowers your team to efficiently reply to customer’s SMS inquiries which delivers an exceptional customer experience. Further, Gorgias has “macros” which enable you to deliver personalized experiences at scale by automatically adding customer and order information into responses.

Olipop, maker of a modern soda that’s actually good for you, leverages both Gorgias and Postscript for their SMS customer support. Eli Weiss, Director of CX for Olipop was interviewed about the strategy they’re deploying and the results they’re seeing are insane.

Here are some of Eli’s tips for conducting customer service via SMS:

  • Focus on surprising and delighting the customer.
  • Be intentional with the messaging you’re putting out, don’t go for the right hook off the bat.
  • Be careful hiring people. Hire people that have the same ideas as you - empower them to use the tools you’re giving them.
  • Use SMS to connect more deeply with customers, not sling sales.
  • Don’t fully automate Gorgias and send the same cookie cutter response to everyone, make responses personalized and meaningful.

Olipop’s Results

  • DTC has grown 4x the last year with the help of Gorgias and Postscript.
  • 88% decrease in first response time in their first 60 days using Gorgias compared to the last 60 days, from 8 hours 42 minutes to 1 hour and 1 minute.
  • 91% decrease in resolution time, from 1 day and 3 hours to 2.5 hours total. Their revenue driven from customer service as a whole has grown over 1200%.
  • Reduced churn by nearly 70% by being able to reply to people in record time.


Discover the tools and strategies leveraged by great DTC brands.

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