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.
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.
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.
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