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AI Chatbot Not Working? 7 Common Issues and How to Fix Them

If your AI chatbot is looping, escalating too fast, or giving wrong answers, here’s how to fix it.
0 min read . By Christelle Agustin

TL;DR:

  • If your AI is giving wrong answers or getting stuck, it’s likely due to missing or conflicting knowledge. Ensure your AI is trained with up-to-date documents and add guardrails to prevent off-topic replies.
  • Loops and escalations usually mean your escalation rules aren’t specific enough. Define when AI should step in, when it should hand over, and create “escape phrases” that trigger human takeover.
  • Customers still want human help. Always offer a path to a real person and make sure your agents get full conversation context when a handoff happens.
  • Inconsistent tone between AI and agents can make disjointed experiences. Align your brand voice across all support channels and choose tools that let you customize AI tone.
  • AI works best when its role is clearly defined. Decide which topics it can handle, train it using real conversations, and review performance regularly to fine-tune your setup.

You’ve chosen your AI tool and turned it on, hoping you won’t have to answer another WISMO question. But now you’re here. Why is AI going in circles? Why isn’t it answering simple questions? Why does it hand off every conversation to a human agent?

Conversational AI and chatbots thrive on proper training and data. Like any other team member on your customer support team, AI needs guidance. This includes knowledge documents, policies, brand voice guidelines, and escalation rules. So, if your AI has gone rogue, you may have skipped a step.

In this article, we’ll show you the top seven AI issues, why they happen, how to fix them, and the best practices for AI setup. 

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1. AI sends the wrong answer — with confidence

AI can only be as accurate as the information you feed it. If your AI is confidently giving customers incorrect answers, it likely has a gap in its knowledge or a lack of guardrails.

Insufficient knowledge can cause AI to pull context from similar topics to create an answer, while the lack of guardrails gives it the green light to compose an answer, correct or not.

How to fix it: 

  • Update the AI knowledge base. Create a new document that covers the affected topic in its entirety. To ensure AI follows every step, write your instructions in a when/if/then format.
  • Define topics that AI should not handle. As a preventive measure, specify the topics the AI should skip and hand over to a human agent. For example, add words such as ‘disappointed’, ‘bad’, and ‘unacceptable’ to your AI off-limit list, so that human agents automatically handle negative-intent tickets.

2. Customer is stuck in an AI loop 

This is one of the most frustrating customer service issues out there. Left unfixed, you risk losing 29% of customers. 

If your AI is putting customers through a never-ending loop, it’s time to review your knowledge docs and escalation rules.

How to fix it:

  • Double-check for conflicts in knowledge. You may have provided multiple resolutions for the same issue across different knowledge sources, such as uploaded documents, website pages, and in-app instructions.
  • Add “escape routes”. Choose a set of phrases that automatically escalate conversations from AI to your support team. For example, “it’s not working” or “I already tried that”.
  • Set a max number of failed interactions before escalation. Opt for a one-fail-and-escalate approach for every conversation, or specify the number of failed interactions for certain topics.

3. AI escalates too quickly, even for easy questions

It can be frustrating when AI can’t do the bare minimum, like automate WISMO tickets. This issue is likely due to missing knowledge or overly broad escalation rules.

How to fix it:

  • Train AI on your FAQs and common issues. Which customer questions do you repeatedly receive? Create a document that lists out every question and its answer.
  • Update vague escalation rules. AI works best with specificity. For example, if you told it to escalate conversations about “returns,” it may even escalate frequently asked questions about return eligibility.

4. Customers can’t find a way to reach a human

One in two customers still prefer talking to a human to an AI, according to Katana. Limiting them to AI-only support could risk a sale or their relationship. 

The top live chat apps clearly display options to speak with AI or a human agent. If your tool doesn’t have this, refine your AI-to-human escalation rules.

How to fix it:

  • Set phrases to trigger escalation. In your knowledge docs, define which phrases should tell AI to hand a conversation over to your support team. For example, “I want to talk to someone” or “Can I talk to a human?”
  • Add a visible option to connect with a human. This can be a button in your chat widget, a note in your contact page, or even a link in your website footer. At minimum, give customers an easy-to-find way to reach a real person.

5. Handoff happens — but the agent gets no context

If your agents are asking customers to repeat themselves, you’ve already lost momentum. One of the fastest ways to break trust is by making someone explain their issue twice. This happens when AI escalates without passing the conversation history, customer profile, or even a summary of what’s already been attempted.

How to fix it:

  • Use rules to auto-tag conversations based on AI activity. Set up logic to tag tickets when certain conditions are met — like when AI attempted a specific action, couldn't resolve the issue, or triggered escalation.
  • Audit your escalated tickets. Look for patterns where context is missing, and adjust the AI-to-human transition logic accordingly.
  • Use an AI platform that provides automated ticket summaries. Choose a tool like Gorgias that provides a quick overview of every ticket.

6. The tone between AI and agent is jarring

Sure, conversational AI has near-perfect grammar, but if its tone is entirely different from your agents’, customers can be put off.

This mismatch usually comes from not settling on an official customer support tone of voice. AI might be pulling from marketing copy. Agents might be winging it. Either way, inconsistency breaks the flow.

How to fix it:

  • Create shared brand voice guidelines. Align tone, formality, and language rules across both AI scripts and agent responses.
  • Define emojis and punctuation use. A consistent visual style helps conversations feel smoother and more human.
  • Use AI tools that allow tone control. Choose platforms that let you customize the voice and personality of your AI to match your brand.
  • Train your agents with examples of ideal tone. Give your team brand voice examples of how conversations should continue when handed off.

7. You haven’t defined what AI should actually handle

When AI is underperforming, the problem isn’t always the tool. Many teams launch AI without ever mapping out what it's actually supposed to do. So it tries to do everything (and fails), or it does nothing at all.

It’s important to remember that support automation isn’t “set it and forget it.” It needs to know its playing field and boundaries.

How to fix it:

AI should handle

AI should escalate to a human

Order tracking (“Where’s my package?”)

Upset, frustrated, or emotional customers

Return and refund policy questions

Billing problems or refund exceptions

Store hours, shipping rates, and FAQs

Technical product or troubleshooting issues

Simple product questions

Complex or edge‑case product questions

Password resets

Multi‑part or multi‑issue requests

Pre‑sale questions with clear, binary answers

Anything where a wrong answer risks churn

How to set up AI that actually works

Once you’ve addressed the obvious issues, it’s important to build a setup that works reliably. These best practices will help your AI deliver consistently helpful support.

1. Define clear AI boundaries

Start by deciding what AI should and shouldn’t handle. Let it take care of repetitive tasks like order tracking, return policies, and product questions. Anything complex or emotionally sensitive should go straight to your team.

2. Train it using real customer conversations

Use examples from actual tickets and messages your team handles every day. Help center articles are a good start, but real interactions are what help AI learn how customers actually ask questions.

3. Set up fallback triggers

Create rules that tell your AI when to escalate. These might include customer frustration, low confidence in the answer, or specific phrases like “talk to a person.” The goal is to avoid infinite loops and to hand things off before the experience breaks down.

4. Make sure agents receive full context

When a handoff happens, your agents should see everything the AI did. That includes the full conversation, relevant customer data, and any actions it has already attempted. This helps your team respond quickly and avoid repeating what the customer just went through. 

An easy way to keep order history, customer data, and conversation history in one place is by using a conversational commerce tool like Gorgias.

5. Keep tone and voice consistent

A jarring shift in tone between AI and agent makes the experience feel disconnected. Align aspects such as formality, punctuation, and language style so the transition from AI to human feels natural.

6. Review handoffs regularly

Look at recent escalations each week. Identify where the AI struggled or handed off too early or too late. Use those insights to improve training, adjust boundaries, and strengthen your automation flows.

If your AI chatbot isn’t working the way you expected, it’s probably not because the technology is broken. It’s because it hasn’t been given the right rules.

AI that works your way and knows when to escalate

When you set AI up with clear responsibilities, it becomes a powerful extension of your team.

Want to see what it looks like when AI is set up the right way?

Try Gorgias AI Agent. It’s conversational AI built with smart automation, clean escalations, and ecommerce data in its core — so your customers get faster answers and your agents stay focused.

Get started with Gorgias AI Agent →

By Christelle Agustin

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Featured articles

Conversational Commerce Strategy

AI in CX Webinar Recap: Building a Conversational Commerce Strategy that Converts

By Gabrielle Policella
0 min read . By Gabrielle Policella

TL;DR:

  • Implement quickly and optimize continuously. Cornbread's rollout was three phases: audit knowledge base, launch, then refine. Stacy conducts biweekly audits and provides daily AI feedback to ensure responses are accurate and on-brand.
  • Simplify your knowledge base language. Before BFCM, Stacy rephrased all guidance documentation to be concise and straightforward so Shopping Assistant could deliver information quickly without confusion.
  • Use proactive suggested questions. Most of Cornbread's Shopping Assistant engagement comes from Suggested Product Questions that anticipate customer needs before they even ask.
  • Treat AI as another team member. Make sure the tone and language AI uses match what human agents would say to maintain consistent customer relationships.
  • Free up agents for high-value work. With AI handling straightforward inquiries, Cornbread's CX team expanded into social media support, launched a retail pop-up shop, and has more time for relationship-building phone calls.

Customer education has become a critical factor in converting browsers into buyers. For wellness brands like Cornbread Hemp, where customers need to understand ingredients, dosages, and benefits before making a purchase, education has a direct impact on sales. The challenge is scaling personalized education when support teams are stretched thin, especially during peak sales periods.

Katherine Goodman, Senior Director of Customer Experience, and Stacy Williams, Senior Customer Experience Manager, explain how implementing Gorgias's AI Shopping Assistant transformed their customer education strategy into a conversion powerhouse. 

In our second AI in CX episode, we dive into how Cornbread achieved a 30% conversion rate during BFCM, saving their CX team over four days of manual work.

Top learnings from Cornbread's conversational commerce strategy

1. Customer education drives conversions in wellness

Before diving into tactics, understanding why education matters in the wellness space helps contextualize this approach.

Katherine, Senior Director of Customer Experience at Cornbread Hemp, explains:

"Wellness is a very saturated market right now. Getting to the nitty-gritty and getting to the bottom of what our product actually does for people, making sure they're educated on the differences between products to feel comfortable with what they're putting in their body."

The most common pre-purchase questions Cornbread receives center around three areas: ingredients, dosages, and specific benefits. Customers want to know which product will help with their particular symptoms. They need reassurance that they're making the right choice.

What makes this challenging: These questions require nuanced, personalized responses that consider the customer's specific needs and concerns. Traditionally, this meant every customer had to speak with a human agent, creating a bottleneck that slowed conversions and overwhelmed support teams during peak periods.

2. Shopping Assistant provides education that never sleeps

Stacy, Senior Customer Experience Manager at Cornbread, identified the game-changing impact of Shopping Assistant:

"It's had a major impact, especially during non-operating hours. Shopping Assistant is able to answer questions when our CX agents aren't available, so it continues the customer order process."

A customer lands on your site at 11 PM, has questions about dosage or ingredients, and instead of abandoning their cart or waiting until morning for a response, they get immediate, accurate answers that move them toward purchase.

The real impact happens in how the tool anticipates customer needs. Cornbread uses suggested product questions that pop up as customers browse product pages. Stacy notes:

"Most of our Shopping Assistant engagement comes from those suggested product features. It almost anticipates what the customer is asking or needing to know."

Actionable takeaway: Don't wait for customers to ask questions. Surface the most common concerns proactively. When you anticipate hesitation and address it immediately, you remove friction from the buying journey.

3. Implementation follows a clear three-phase approach

One of the biggest myths about AI is that implementation is complicated. Stacy explains how Cornbread’s rollout was a straightforward three-step process: audit your knowledge base, flip the switch, then optimize.

"It was literally the flip of a switch and just making sure that our data and information in Gorgias was up to date and accurate." 

Here's Cornbread’s three-phase approach:

  1. Preparation. Before launching, Cornbread conducted a comprehensive audit of their knowledge base to ensure accuracy and completeness. This groundwork is critical because your AI is only as good as the information it has access to.
  2. Launch and training. After going live, the team met weekly with their Gorgias representative for three to four weeks. They analyzed engagements, reviewed tickets, and provided extensive AI feedback to teach Shopping Assistant which responses were appropriate and how to pull from the knowledge base effectively.
  3. Ongoing optimization. Now, Stacy conducts audits biweekly and continuously updates the knowledge base with new products, promotions, and internal changes. She also provides daily AI feedback, ensuring responses stay accurate and on-brand.

Actionable takeaway: Block out time for that initial knowledge base audit. Then commit to regular check-ins because your business evolves, and your AI should evolve with it.

Read more: AI in CX Webinar Recap: Turning AI Implementation into Team Alignment

4. Simple, concise language converts better

Here's something most brands miss: the way you write your knowledge base articles directly impacts conversion rates.

Before BFCM, Stacy reviewed all of Cornbread's Guidance and rephrased the language to make it easier for AI Agent to understand. 

"The language in the Guidance had to be simple, concise, very straightforward so that Shopping Assistant could deliver that information without being confused or getting too complicated," Stacy explains. When your AI can quickly parse and deliver information, customers get faster, more accurate answers. And faster answers mean more conversions.

Katherine adds another crucial element: tone consistency.

"We treat AI as another team member. Making sure that the tone and the language that AI used were very similar to the tone and the language that our human agents use was crucial in creating and maintaining a customer relationship."

As a result, customers often don't realize they're talking to AI. Some even leave reviews saying they loved chatting with "Ally" (Cornbread's AI agent name), not realizing Ally isn't human.

Actionable takeaway: Review your knowledge base with fresh eyes. Can you simplify without losing meaning? Does it sound like your brand? Would a customer be satisfied with this interaction? If not, time for a rewrite.

Read more: How to Write Guidance with the “When, If, Then” Framework

5. Black Friday results proved the strategy works under pressure

The real test of any CX strategy is how it performs under pressure. For Cornbread, Black Friday Cyber Monday 2025 proved that their conversational commerce strategy wasn't just working, it was thriving.

Over the peak season, Cornbread saw: 

  • Shopping Assistant conversion rate jumped from a 20% baseline to 30% during BFCM
  • First response time dropped from over two minutes in 2024 to just 21 seconds in 2025
  • Attributed revenue grew by 75%
  • Tickets doubled, but AI handled 400% more tickets compared to the previous year
  • CSAT scores stayed exactly in line with the previous year, despite the massive volume increase

Katherine breaks down what made the difference:

"Shopping Assistant popping up, answering those questions with the correct promo information helps customers get from point A to point B before the deal ends."

During high-stakes sales events, customers are in a hurry. They're comparing options, checking out competitors, and making quick decisions. If you can't answer their questions immediately, they're gone. Shopping Assistant kept customers engaged and moving toward purchase, even when human agents were swamped.

Actionable takeaway: Peak periods require a fail-safe CX strategy. The brands that win are the ones that prepare their AI tools in advance.

6. Strategic work replaces reactive tasks

One of the most transformative impacts of conversational commerce goes beyond conversion rates. What your team can do with their newfound bandwidth matters just as much.

With AI handling straightforward inquiries, Cornbread's CX team has evolved into a strategic problem-solving team. They've expanded into social media support, provided real-time service during a retail pop-up, and have time for the high-value interactions that actually build customer relationships.

Katherine describes phone calls as their highest value touchpoint, where agents can build genuine relationships with customers. “We have an older demographic, especially with CBD. We received a lot of customer calls requesting orders and asking questions. And sometimes we end up just yapping,” Katherine shares. “I was yapping with a customer last week, and we'd been on the call for about 15 minutes. This really helps build those long-term relationships that keep customers coming back."

That's the kind of experience that builds loyalty, and becomes possible only when your team isn't stuck answering repetitive tickets.

Stacy adds that agents now focus on "higher-level tickets or customer issues that they need to resolve. AI handles straightforward things, and our agents now really are more engaged in more complicated, higher-level resolutions."

Actionable takeaway: Stop thinking about AI only as a cost-cutting tool and start seeing it as an impact multiplier. The goal is to free your team to work on conversations that actually move the needle on customer lifetime value.

7. Continuous optimization for January and beyond

Cornbread isn't resting on their BFCM success. They're already optimizing for January, traditionally the biggest month for wellness brands as customers commit to New Year's resolutions.

Their focus areas include optimizing their product quiz to provide better data to both AI and human agents, educating customers on realistic expectations with CBD use, and using Shopping Assistant to spotlight new products launching in Q1.

Build your conversational commerce strategy now

The brands winning at conversational commerce aren't the ones with the biggest budgets or the largest teams. They're the ones who understand that customer education drives conversions, and they've built systems to deliver that education at scale.

Cornbread Hemp's success comes down to three core principles: investing time upfront to train AI properly, maintaining consistent optimization, and treating AI as a team member that deserves the same attention to tone and quality as human agents.

As Katherine puts it:

"The more time that you put into training and optimizing AI, the less time you're going to have to babysit it later. Then, it's actually going to give your customers that really amazing experience."

Watch the replay of the whole conversation with Katherine and Stacy to learn how Gorgias’s Shopping Assistant helps them turn browsers into buyers. 

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min read.

How to Pitch Gorgias Shopping Assistant to Leadership

Want to show leadership how AI can boost revenue and cut support costs? Learn how to pitch Gorgias Shopping Assistant with data that makes the case.
By Alexa Hertel
0 min read . By Alexa Hertel

TL;DR:

  • Position Shopping Assistant as a revenue-driving tool. It boosts AOV, GMV, and chat conversion rates, with some brands seeing up to 97% higher AOV and 13x ROI.
  • Highlight its role as a proactive sales agent, not just a support bot. It recommends products, applies discounts, and guides shoppers to checkout in real time.
  • Use cross-industry case studies to make your case. Show leadership success stories from brands like Arc’teryx, bareMinerals, and TUSHY to prove impact.
  • Focus on the KPIs it improves. Track AOV, GMV, chat conversion, CSAT, and resolution rate to demonstrate clear ROI.

Rising customer expectations, shoppers willing to pay a premium for convenience, and a growing lack of trust in social media channels to make purchase decisions are making it more challenging to turn a profit.  

In this emerging era, AI’s role is becoming not only more pronounced, but a necessity for brands who want to stay ahead. Tools like Gorgias Shopping Assistant can help drive measurable revenue while reducing support costs. 

For example, a brand that specializes in premium outdoor apparel implemented Shopping Assistant and saw a 2.25% uplift in GMV and 29% uplift in average order volume (AOV).

But how, among competing priorities and expenses, do you convince leadership to implement it? We’ll show you.

Why conversational AI matters for modern ecommerce

1) Meet high consumer expectations

Shoppers want on-demand help in real time that’s personalized across devices. 

Shopping Assistant recalls a shopper’s browsing history, like what they have clicked, viewed, and added to their cart. This allows it to make more relevant suggestions that feel personal to each customer. 

2) Keep up with market momentum

The AI ecommerce tools market was valued at $7.25 billion in 2024 and is expected to reach $21.55 billion by 2030. 

Your competitors are using conversational AI to support, sell, and retain. Shopping Assistant satisfies that need, providing upsells and recommendations rooted in real shopper behavior. 

3) Raise AOV and GMV

Conversational AI has real revenue implications, impacting customer retention, average order value (AOV), conversion rates, and gross market value (GMV). 

For example, a leading nutrition brand saw a GMV uplift of over 1%, an increase in AOV of over 16%, and a chat conversion rate of over 15% after implementing Shopping Assistant.

Overall, Shopping Assistant drives higher engagement and more revenue per visitor, sometimes surpassing 50% and 20%, respectively.

AI Agent chat offering 8% discount on Haabitual Shimmer Layer with adjustable strategy slider.
Shopping Assistant can send discounts based on shopper behavior in real time.

How to show the business impact & ROI of Shopping Assistant

1) Pitch its core capabilities

Shopping Assistant engages, personalizes, recommends, and converts. It provides proactive recommendations, smart upsells, dynamic discounts, and is highly personalized, all helping to guide shoppers to checkout. 

Success spotlight

After implementing Shopping Assistant, leading ecommerce brands saw real results:

Industry

Primary Use Case

GMV Uplift (%)

AOV Uplift (%)

Chat CVR (%)

Home & interior decor 🖼️

Help shoppers coordinate furniture with existing pieces and color schemes.

+1.17

+97.15

10.30

Outdoor apparel 🎿

In-depth explanations of technical features and confidence when purchasing premium, performance-driven products.

+2.25

+29.41

6.88

Nutrition 🍎

Personalized guidance on supplement selection based on age, goals, and optimal timing.

+1.09

+16.40

15.15

Health & wellness 💊

Comparing similar products and understanding functional differences to choose the best option.

+1.08

+11.27

8.55

Home furnishings 🛋️

Help choose furniture sizes and styles appropriate for children and safety needs.

+12.26

+10.19

1.12

Stuffed toys 🧸

Clear care instructions and support finding replacements after accidental product damage.

+4.43

+9.87

3.62

Face & body care 💆‍♀️

Assistance finding the correct shade online, especially when previously purchased products are no longer available.

+6.55

+1.02

5.29

2) Position it as a revenue driver

Shopping Assistant drives uplift in chat conversion rate and makes successful upsell recommendations.  

Success spotlight

“It’s been awesome to see Shopping Assistant guide customers through our technical product range without any human input. It’s a much smoother journey for the shopper,” says Nathan Larner, Customer Experience Advisor for Arc’teryx. 

For Arc’teryx, that smoother customer journey translated into sales. The brand saw a 75% increase in conversion rate (from 4% to 7%) and 3.7% of overall revenue influenced by Shopping Assistant. 

Arc'teryx Rho Zip Neck Women's product page showing black base layer and live chat box.
Arc’teryx saw a 75% increase in conversion rate after implementing Shopping Assistant. Arc’teryx 

3) Show its efficiency and cost savings

Because it follows shoppers’ live journey during each session on your website, Shopping Assistant catches shoppers in the moment. It answers questions or concerns that might normally halt a purchase, gets strategic with discounting (based on rules you set), and upsells. 

The overall ROI can be significant. For example, bareMinerals saw an 8.83x return on investment.  

Success spotlight

"The real-time Shopify integration was essential as we needed to ensure that product recommendations were relevant and displayed accurate inventory,” says Katia Komar, Sr. Manager of Ecommerce and Customer Service Operations, UK at bareMinerals. 

“Avoiding customer frustration from out-of-stock recommendations was non-negotiable, especially in beauty, where shade availability is crucial to customer trust and satisfaction. This approach has led to increased CSAT on AI converted tickets."

AI Agent chat recommending foundation shades and closing ticket with 5-star review.

4) Present the metrics it can impact

Shopping Assistant can impact CSAT scores, response times, resolution rates, AOV, and GMV.  

Success spotlight

For Caitlyn Minimalist, those metrics were an 11.3% uplift in AOV, an 18% click through rate for product recommendations, and a 50% sales lift versus human-only chats. 

"Shopping Assistant has become an intuitive extension of our team, offering product guidance that feels personal and intentional,” says Anthony Ponce, its Head of Customer Experience.

 

AI Agent chat assisting customer about 18K gold earrings, allergies, and shipping details.
Caitlyn Minimalist leverages Shopping Assistant to help guide customers to purchase. Caitlyn Minimalist 

5) Highlight its helpfulness as a sales agent 

Support agents have limited time to assist customers as it is, so taking advantage of sales opportunities can be difficult. Shopping Assistant takes over that role, removing obstacles for purchase or clearing up the right choice among a stacked product catalog.

Success spotlight

With a product that’s not yet mainstream in the US, TUSHY leverages Shopping Assistant for product education and clarification. 

"Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models,” says Ren Fuller-Wasserman, Sr. Director of Customer Experience at TUSHY. 

“Expanding our product catalog has given customers more choices than ever, which can overwhelm first-time buyers. Now, they’re increasingly looking to us for guidance on finding the right fit for their home and personal hygiene needs.”

The bidet brand saw 13x return on investment after implementation, a 15% increase in chat conversion rate, and a 2x higher conversion rate for AI conversations versus human ones. 

AI Agent chat helping customer check toilet compatibility and measurements for TUSHY bidet.
AI Agent chat helping customer check toilet compatibility and measurements for TUSHY bidet.

6) Provide the KPIs you’ll track 

Customer support metrics include: 

  • Resolution rate 
  • CSAT score 

Revenue metrics to track include: 

  • Average order value (AOV) 
  • Gross market value (GMV) 
  • Chat conversion rate 

Shopping Assistant: AI that understands your brand 

Shopping Assistant connects to your ecommerce platform (like Shopify), and streamlines information between your helpdesk and order data. It’s also trained on your catalog and support history. 

Allow your agents to focus on support and sell more by tackling questions that are getting in the way of sales. 

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min read.
Shopping Assistant Use Cases

11 Real Ways Ecommerce Brands Use Gorgias Shopping Assistant to Drive Sales

Here are 11 ways to use Gorgias Shopping Assistant to make the shopping experience more valuable.
By Holly Stanley
0 min read . By Holly Stanley

TL;DR:

  • Shoppers often hesitate around sizing, shade matching, styling, and product comparisons, and those moments are key revenue opportunities for CX teams.
  • Guided shopping removes that friction by giving shoppers quick, personalized recommendations that build confidence in their choices.
  • Across 11 brands, guided shopping led to measurable lifts in AOV, conversion rate, and overall revenue.
  • Your biggest upsell opportunities likely sit in the same places your shoppers pause, so start by automating your most common pre-purchase questions.

Most shoppers arrive with questions. Is this the right size? Will this match my skin tone? What’s the difference between these models? The faster you can guide them, the faster they decide.

As CX teams take on a bigger role in driving revenue, these moments of hesitation are now some of the most important parts of the buying journey.

That’s why more brands are leaning on conversational AI to support these high-intent questions and remove the friction that slows shoppers down. The impact speaks for itself. Brands can expect higher AOV, stronger chat conversion rates, and smoother paths to purchase, all without adding extra work to your team.

Below, we’re sharing real use cases from 11 ecommerce brands across beauty, apparel, home, body care, and more, along with the exact results they saw after introducing guided shopping experiences.

1. Recommend similar shoes when an old classic disappears

When you’re shopping for shoes similar to an old but discontinued favorite, every detail counts, down to the color of the bottom of the shoe. But legacy brands with large catalogs can be overwhelming to browse.

For shoppers, it’s a double-edged sword: they want to feel confident that they checked your entire collection, but they also don’t want to spend time looking for it.

How Shopping Assistant helps:

Shopping Assistant accelerates the process, turning hazy details into clear, friendly guidance.

It describes shoe details, from colorways to logo placement, compares products side by side, and recommends the best option based on the shopper’s preferences and conditions.

The result is shoppers who feel satisfied and more connected with your brand.

Results:

  • AOV uplift: +6.5%

2. Suggest complete outfits for special occasions

Big events call for great outfits, but putting one together online isn’t always easy. With thousands of options to scroll through, shoppers often want a bit of styling direction.

How Shopping Assistant helps:

Shoppers get to chat with a virtual stylist who recommends full outfits based on the occasion, suggests accessories to complete the look, and removes the guesswork of pairing pieces together. 

The result is a fun, confidence-building shopping experience that feels like getting advice from a stylist who actually understands their plans.

Results:

  • Chat CVR: 13.02%

3. Match shoppers to the right makeup shade when the formula changes

Shade matching is hard enough in-store, but doing it online can feel impossible. Plus, when a longtime favorite gets discontinued, shoppers are left guessing which new shade will come closest. That uncertainty often leads to hesitation, abandoned carts, or ordering multiple shades “just in case.”

How Shopping Assistant helps:

Shoppers find their perfect match without any of the guesswork. The assistant asks a few quick questions, recommends the closest shade or formula, and offers smart alternatives when a product is unavailable.

The experience feels like chatting with a knowledgeable beauty advisor — someone who makes the decision easy and leaves shoppers feeling confident in what they’re buying.

Katia Komar, Sr. Manager of Ecommerce and Customer Service Operations at bareMinerals UK says, “What impressed me the most is the AI’s ability to upsell with a conversational tone that feels genuinely helpful and doesn't sound too pushy or transactional. It sounds remarkably human, identifying correct follow-up questions to determine the correct product recommendation, resulting in improved AOV. It’s exactly how I train our human agents and BPO partners.”

Gorgias AI Agent recommends a powder that pairs well with the foundation a customer wears.
Gorgias Shopping Assistant recommends a powder that pairs well with the foundation a customer currently wears.

Results:

  • GMV uplift: +6.55%

4. Help find the perfect gift when shoppers don’t know what to buy

When shoppers are buying gifts, especially for someone else, they often know who they’re shopping for but not what to buy. A vague product name or a half-remembered scent can quickly make the experience feel overwhelming without someone to guide them.

How Shopping Assistant helps:

Thoughtful guidance goes a long way. By asking clarifying questions and recognizing likely mix-ups, Shopping Assistant helps shoppers figure out what the recipient was probably referring to, then recommends the right product along with complementary gift options that make the choice feel intentional.

It brings the reassurance of an in-store associate to the online experience, helping shoppers move forward with confidence.

Results:

  • Chat CVR: 8.39%

5. Remove the guesswork from bra sizing online

Finding the right bra size online is notoriously tricky. Shoppers often second-guess their band or cup size, and even small uncertainties can lead to returns — or abandoning the purchase altogether.

Many customers just want someone to walk them through what a proper fit should actually feel like.

How Shopping Assistant helps:

Searching for products is no longer a time-consuming process. Shopping Assistant detects a shopper’s search terms and sends relevant products in chat. Like an in-store associate, it uses context to deliver what shoppers are looking for, so they can skip the search and head right to checkout.

Results:

  • GMV uplift: +6.22%
  • Chat CVR: 16.78%

6. Guide shoppers through jewelry personalization step by step

For shoppers buying personalized jewelry, the details directly affect the final result. That’s why customization questions come up constantly, and why uncertainty can quickly stall the path to purchase.

How Shopping Assistant helps:

Shopping Assistant asks about the shopper’s style preferences and customization needs, then recommends the right product and options so they can feel confident the final piece is exactly their style. The experience feels quick, helpful, and designed to guide shoppers toward a high investment purchase.

Results:

  • GMV uplift: +22.59%

7. Recommend furniture that works well together

Decorating a home is personal, and shoppers often want reassurance that a new piece will blend with what they already own. Questions about color palettes, textures, and proportions come up constantly. And without guidance, it’s easy for shoppers to feel unsure about hitting “add to cart.”

How Shopping Assistant helps:

Giving shoppers personalized styling support helps them visualize how pieces will work in their home. 

Shoppers receive styling suggestions based on their existing space as well as recommendations on pieces that complement their color palette. 

It even guides them toward a 60-minute virtual styling consultation when they need deeper help. The experience feels thoughtful and high-touch, which is why shoppers often spend more once they feel confident in their choices.

Results:

  • AOV uplift: +97.15%
  • Chat CVR: 10.3%

8. Reassure shoppers about flavor before purchase

When shoppers discover a new drink mix, they’re bound to have questions before committing. How strong will it taste? How much should they use? Will it work with their preferred drink or routine? Uncertainty at this stage can stall the purchase or lead to disappointment later.

How Shopping Assistant helps:

Clear, friendly guidance in chat helps shoppers understand exactly how to use the product. Shopping Assistant answers questions about serving size, flavor strength, and pairing options, and suggests the best way to prepare the mix based on the shopper’s preferences.

Results:

  • Chat CVR: 12.75%

9. Match supplements to age, lifestyle, and health goals

Shopping for health supplements can feel confusing fast. Customers often have questions about which formulas fit their age, health goals, or daily routine. Without clear guidance, most will hesitate or pick the wrong product.

How Shopping Assistant helps:

Shopping Assistant detects hesitation when shoppers linger on a search results page. It proactively asks a few clarifying questions, narrows down product options, and points shoppers to the best product or bundle for their needs. 

The entire experience feels supportive and gives shoppers confidence they’ve picked the right option.

Results:

  • AOV uplift: +16.4%
  • Chat CVR: 15.15%

10. Align products with safety needs in kids’ rooms

Shopping for kids’ furniture comes with a lot of “Is this the right one?” moments. Parents want something safe, sturdy, and sized correctly for their child’s age. With so many options, it’s easy to feel unsure about what will actually work in their space.

How Shopping Assistant helps:

Shopping Assistant guides parents toward the best fit right away. It asks about their child’s age, room layout, and safety considerations, then recommends the most appropriate bed or furniture setup. The experience feels like chatting with a knowledgeable salesperson who understands what families actually need as kids grow.

Results:

  • GMV uplift: +12.26%
  • AOV uplift: +10.19%

11. Clarify technical specs that create hesitation

Even something as simple as choosing a toothbrush can feel complicated when multiple models come with different speeds, materials, and features. Shoppers want to understand what matters so they can pick the one that fits their routine and budget.

How Shopping Assistant helps:

Choosing between toothbrush models shouldn’t feel like decoding tech specs. When shoppers can see the key differences in plain language, including what’s unique, how each model works, and who it’s best for, they can make a decision with ease. 

Suddenly, the whole process feels simple instead of overwhelming.

Results:

  • AOV uplift: +11.27%
  • Chat CVR: 8.55%

What these results tell us

Across all 11 brands, one theme is clear. When shoppers get the guidance they need at the right moment, they convert more confidently and often spend more.

Here’s what stands out:

  • AOV jumps when products are technical or high in consideration. Home decor, supplements, and outdoor gear see the biggest lifts because shoppers feel more confident committing to higher-priced items once the details are explained.
  • CVR surges in categories with complex decisions. Lingerie, apparel, and personal styling all showed strong conversion rates because shoppers finally get clarity on fit, shade, or style.
  • GMV rises when AI removes friction from the buying journey. Furniture and beauty saw meaningful gains thanks to personalized recommendations that reduce uncertainty and push shoppers toward the right product faster.
  • The use cases reveal clear upsell opportunities. If your team sees recurring questions about sizing, shade matching, product differences, or how items work together, that’s a strong signal that guided selling can drive more revenue.

What this means for you:

Look closely at your most common pre-purchase questions. Anywhere shoppers hesitate from fit, shade, technical specs, styling, bundles is a place where Shopping Assistant can step in, boost confidence, and unlock more sales.

Want Shopping Assistant results like these?

If you notice the same patterns in your own store, such as shoppers hesitating over sizing, shade matching, product comparisons, or technical details, guided shopping can make an immediate impact. These moments are often your biggest opportunities to increase revenue and improve the buying experience.

Many of the brands in this post started by identifying their most common pre-purchase questions and letting AI handle them at scale. You can do the same.

If you want to boost conversions, lift AOV, and create a smoother path to purchase, now is a great time to explore guided shopping for your team.

Book a demo or activate Shopping Assistant to get started.

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Further reading

Customer Service Terms

Customer Service Glossary: Main Terms and Definitions To Know

By Christelle Agustin
18 min read.
0 min read . By Christelle Agustin

The expansive terminology of customer service is ever-growing. Whether you’re venturing into the world as a new agent or you’re a seasoned support lead, our  comprehensive customer service glossary will provide you with precise definitions and examples to elevate your understanding of customer service.

The glossary is divided into seven categories, starting with basic customer service concepts and ending with technical terms related to metrics and KPIs. 

Start reading below and learn new and old customer service terms.

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The 100+ Most Important Customer Service Terms for Agents and Support Teams

Basic customer service concepts

1. Agent

An agent is a customer service representative who assists customers by addressing questions, inquiries, and fulfilling support requests. 

Interested in being an agent? You can start learning with Gorgias Academy’s Agent Training collection and earn your certification.

2. Abandoned cart

An abandoned cart occurs when a customer adds items to their online shopping cart but leaves the website without completing the purchase. Some causes of abandoned carts are high prices, customers preferring competitor products, and complicated checkout pages.

📚 Related reading: How to reduce cart abandonment in 12 ways

3. Channels

A communication platform through which customers can contact customer service agents for assistance. Examples of channels include email, live chat, SMS, and phone. Offering multiple channels lets customers contact a business more easily.

4. Complaint

A complaint is when a customer expresses dissatisfaction with a product, service, or experience. Support teams should aim to have little to no complaints. However, if you do receive a complaint, make sure to take notes as they can provide powerful insights to how your business can improve your process or products.

5. Consumer behavior

Consumer behavior is the pattern of actions that customers take before, during, and after purchasing a product. Companies can get consumer behavior data by interacting with customers and receiving survey answers.

6. Conversational customer service

Conversational customer service focuses on providing customers a relatable, human experience through conversation. This is achieved through the use of friendly, casual language and minimal use of automated responses.

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7. Crisis management

Crisis management is about effectively managing customer service during times of crisis or emergencies. A customer service team will need proper crisis management during unexpected events like power outages, product recalls, or staff shortages.

8. Customer-centric

Customer-centric refers to an approach that centers and prioritizes the customer’s needs, desires, and behaviors. For example, a customer-centric brand will regularly ask customers for feedback on their processes and decisions.

9. Customer engagement

Customer engagement refers to how involved a customer is with your business. Higher customer engagement leads to more trust, and potentially, more sales. You can increase customer engagement with more customer interactions and eye-catching marketing campaigns.

10. Customer experience

Customer experience is the overall impression a customer has about your company at all stages of the customer journey. An excellent customer experience occurs when customers feel that a business’ service is personalized to their needs and preferences.

11. Customer feedback

Customer feedback is input from customers about their experiences and is used by businesses to improve their customer service processes and products. Some ways to collect customer feedback is by sending email surveys, implementing website pop-up surveys, and adding reviews to product pages.

12. Customer journey

The customer journey is the path a customer takes from initial brand awareness, purchasing consideration, first purchase, retention, and advocacy.

13. Customer needs

Customer needs are things a customer wants, needs, and desires. Customer service teams should pay attention to customer needs to empathize and have successful communications with customers.

14. Customer retention

Customer retention is the process of maintaining relationships with customers to keep them purchasing and engaged with a business. Customer retention is easier and less costly to maintain than engaging new customers.

15. Customer segmentation

Customer segmentation is the process of dividing customers into groups based on common characteristics to provide targeted support.  For example, a clothing apparel company may divide customers by demographics in order to create suitable ad campaigns for each segment.

16. Customer service

Customer service is assistance and support provided to customers before, during, and after a purchase. Customer service is important for companies to invest in to grow their customers and instill trust in both potential and repeat customers.

17. Data privacy

Data privacy refers to protecting confidential customer data and information, such as full names, addresses, billing information, and phone numbers.

18. Feedback loop

Feedback loop is the cycle of collecting, reviewing, and applying customer feedback to improve products and customer services. The most important part of the loop is to apply customer feedback to demonstrate the importance of your customers’ opinions. 

19. Influencer marketing

Influencer marketing is a type of marketing that involves working with social media influencers to advertise a business’ products on their social channels. 

Topicals collaborated with influencer, Justin Boone, to advertise their Faded Under Eye Masks on Instagram.

‍📚 Related reading: How Topicals increased sales by 78% through pre-sales customer conversations

20. Netiquette

Netiquette refers to the etiquette and guidelines for respectful communication online. For ecommerce stores, having proper netiquette includes writing messages with proper grammar and punctuation, refraining from sending too many promotional emails, and respecting customers’ privacy.

21. Personalized customer service

Personalized customer service is a type of customer service that focuses on customizing interactions and service based on a customer’s unique preferences. Creating individual experiences for customers allows them to feel understood on a personal level. 

🧠 Learn more: Why you should implement a personalized customer strategy

22. Proactive support

Proactive support is a customer support approach that anticipates customer needs before they raise a concern. Proactive support does not have to involve agent support and can be accomplished passively through self-service options, such as a chat widget or help center. 

23. Rapport

Rapport is the relationship businesses build with customers. Some characteristics that build good rapport are empathy, supportiveness, and honesty.

24. Reactive support

Reactive support refers to a customer support approach where assistance is provided in response to inquiries or issues as they arise, rather than proactively reaching out to customers.

25. Remote support

Remote support is a type of customer service where agents assist customers by using remote access tools, without needing to be physically present at the customer's location.

26. Resolution

Resolution is the successful solution to a customer’s request or inquiry. 

27. Satisfaction

Satisfaction is the level of contentment a customer experiences after interacting with a business, its products or services. Customer satisfaction is important in order to build trust and gain customer loyalty.

28. Service recovery paradox

Service recovery paradox is the phenomenon where a customer is more loyal after experiencing and having their issue resolved than if they had not encountered the issue in the first place.

29. Social media management

Social media management is the process of monitoring and responding to customer inquiries and feedback on social media platforms. Today, most businesses participate in social media management by being present on various social media platforms.

30. Subject matter expert (SME)

Subject matter experts or SMEs are individuals who specialize in or are highly educated in particular topics. In customer service, support teams can benefit from having subject matter experts who specialize in different topics, to serve different types of customers.

31. Touchpoint

A touchpoint is a point of contact or interaction between a customer and a business. For example, the customer journey has multiple touchpoints like the pre-purchase intent, purchasing decision, and post-purchase stage.

32. Voice of the customer (VoC)

The voice of the customer or VoC is a summary of a customer’s opinions, preferences, and dislikes about a company’s product. The VoC is used to inform and improve a company’s practices, products, and services.

Customer service actions

1. Benchmarking

Benchmarking is the process of comparing a company's performance or practices against industry standards to identify areas for improvement.

2. Conflict resolution

Conflict resolution is the process of finding a solution to a disagreement or dispute. In customer service, conflict resolution is important in order to maintain customer satisfaction and decrease the chance of losing customers. 

📚 Related reading: 17 ways to respond to an angry customer

3. Cross-selling

Cross-selling is the act of offering customers complementary products or services along with a product they are already considering.

4. Customer journey mapping

Customer journey mapping is a visual strategy that maps out a customer’s entire experience with a company. This strategy points out a customer’s needs and processes at every interaction with a company.

5. Digital transformation

Digital transformation is integrating digital technologies to a company’s customer service processes. For example, a brick-and-mortar store may undergo a digital transformation when they begin offering their products online orders.

6. Escalation

Escalation is the process of transferring a customer’s issue to a higher-level support agent who is more skilled at providing the proper solution. Escalation is necessary to address urgent tickets or high-priority customers. For example, a ticket from a loyal customer with a high lifetime value will likely need a higher-level agent.

7. Follow-up

A follow-up is communication meant for checking up on customers who have had a previous interaction with a company. Follow-ups are typically done when asking for customer feedback and reviews.

8. Service recovery

Service recovery is the process of regaining customer satisfaction after a negative experience. For example, service recovery is when a company provides a 50% off discount code due to delayed shipping.

9. Upselling

Upselling is the act of encouraging customers to purchase additional products or a higher-priced variant of a product, which can help increase your company’s revenue and average order value (AOV).

🧠 Learn more: How to upsell in 11 different ways

Customer service tools, types, and channels

1. Call center

A call center is a department that handles incoming and outgoing customer communications, often via telephone. Companies with large customer bases may outsource part of their customer service to a call center company.

2. Chatbot

A chatbot is an AI-powered, self-service feature that mimics human conversation. Chatbots can help agents from having to deal with repetitive inquiries or tickets. 

🧠 Learn more: What’s the difference between a chatbot and live chat?

3. Contact center

A contact center is a hub that manages customer interactions through various channels like email, phone, chat, and social media. Bigger companies may outsource their customer service to a contact center to address a greater number of customers.

4. Customer loyalty

Customer loyalty refers to how devoted a customer is to a business. Loyal customers are valuable to businesses because they result in more sales, higher customer lifetime value, and the potential for more customers through word–of-mouth marketing.

5. Customer persona

A customer persona, also known as a buyer persona, is a fictional representation of a customer, based on demographics, behaviors, and preferences. A business may create multiple customer personas in order to create suitable messaging and marketing materials. 

6. Customer portal

A customer portal is an online platform where customers can access their account information and support resources. Ecommerce stores benefit from customer portals by providing customers a self-service hub to manage orders and request returns or exchanges, without needing agent involvement.

7. Customer relationship management (CRM)

Customer relationship management, more commonly called CRM, or a CRM tool, refers to both software and strategies used to manage and analyze customer interactions and data.

8. Customer self-service portal

A customer self-service portal is a web-based platform that allows customers to find information and resolve issues on their own, without the help of an agent.

9. Helpdesk

A helpdesk is a hub for customer inquiries and technical support. Helpdesks manage customer data, orders, and inquiries in one platform. They can be operated by one person or a team of support agents.

🧠 Learn more: What is a helpdesk?

10. Interactive voice response (IVR)

Interactive voice response or IVR is an automated phone system that allows customers to get information from preset voice recordings.

11. Knowledge base

A knowledge base is a centralized database of information to help empower customers to learn about a product, service, or company on their own. Resources like instructional videos, FAQs, articles, and community posts can be found in a knowledge base.

12. Live chat

Live chat is a channel which connects customers with live agents. Live chat is a convenient option for ecommerce businesses with a high-traffic website.

13. Loyalty program

A loyalty program is a program designed to encourage customers to continue shopping with a brand through incentives like discounts, freebies, and exclusive access to products or services. An example of a loyalty program is a points-based reward program in which customers can redeem points in exchange for products.

OLIPOP’s Refer a Friend program rewards current customers $15 credit for each new referral they bring in, while also gifting the referred friends $15 off their first order.

‍📚 Related reading: How OLIPOP decreased their response time by 88% and resolution time by 91% with 25x ROI

14. Multi-channel support

Multi-channel support involves offering customer support through various channels like phone, email, and live chat.

15. Omnichannel support

Omnichannel support is the process of providing consistent customer support across multiple communication channels with the help of application add-ons. With Gorgias, support teams can integrate email, phone, SMS, live chat, and social media accounts to provide a seamless customer experience.

16. Self-service

Self-service options are customer support options that allow users to find answers or solutions independently, without contacting an agent. Self-service options include chat widgets, chatbots, and knowledge bases.

🧠 Learn more: Raise customer satisfaction with self-service options

17. Social listening

Social listening is the process of monitoring and analyzing social media platforms for mentions and comments about a company.

18. Survey

A survey is a set of questions that aims to collect customer feedback, opinions, and reviews about a company, product, or experience. In customer service, surveys are important to gauge overall customer satisfaction with a product.

19. Ticketing system

A ticketing system is a customer service software tool that manages customer support inquiries and improves agent workflow. Gorgias is a helpdesk with a ticketing system, which allows agents to handle customer inquiries by creating and resolving tickets.

📚 Related reading: Best practices for effective ticket management

20. Virtual assistant (VA)

Virtual assistants, also referred to as VAs, are individuals who work remotely and are contracted to assist a business with administrative and technical support. Companies may choose to hire a virtual assistant to increase efficiency, improve data organization, while reducing hiring costs. 

21. Voice

Voice refers to a support channel that uses telephone or voice messages to communicate. Having a voice channel can be a great way to reach customers who prefer to get support over the phone.

22. Widget

A widget is an interactive element on a website that provides an answer to customer inquiries. Widgets are a form of self-service customer service and can include chatbots and interactive quizzes.

A chat widget equipped with a bot that recommends articles to customers.

Customer service operations and ticket management

1. Canned response

A canned response is a pre-written message that is used to reply to common inquiries and questions. Using canned responses is one way to increase first response times (FRT) and prevent your support team from doing repetitive work. 

2. Coaching

Coaching is the process of providing guidance, training, and feedback to customer service agents to develop their ability to engage with customers and deliver exceptional customer service.

3. Service-level agreement (SLA)

A service-level agreement or SLA is a contractually agreed-upon level of service, specifying response times and processes for customer support.

4. Macros

Macros are pre-made responses that can include important customer information pulled from ecommerce platforms like Shopify or BigCommerce. On Gorgias, Macros are advanced canned responses. 

5. Backlog

Backlog refers to customer inquiries or tickets that need attention and have yet to be acknowledged and resolved.

6. Business hours

Business hours refer to the designated working hours during which a company operates and provides customer service.

7. Closed tickets

Closed tickets represent customer inquiries that have been resolved or addressed to the customer's satisfaction.

8. Collision detection

Collision detection is a feature in Gorgias that prevents multiple agents from simultaneously working on the same customer ticket to avoid duplicate or conflicting responses.

9. Conversion rate

Conversion rate refers to the ratio between customers who interact or visit a website and customers who purchase a product or subscribe to a service. Conversion rate measures how effective a sales or marketing strategy is. In other words, it is the difference between window shoppers and first-time customers.

10. Customer intent

Customer intent refers to the underlying reason behind a customer's inquiry. Understanding every customer’s intent can give support teams insight into customer behavior and can highlight the strengths and weaknesses of a product.

11. Customer sentiment

Customer sentiment is the underlying connotation and overall mood of a support ticket or inquiry. Understanding customer sentiment is helpful to engage with customers in pleasant ways. Failing to match a customer’s sentiment may result in losing them as a customer due to a bad customer experience.

📚 Related reading: 15 customer phrases to use and 5 to avoid

12. Customer ticket lifecycle

The customer ticket lifecycle represents the different stages a customer support ticket goes through, from its creation to resolution.

13. Integration

Integration is the process of connecting different applications to a helpdesk, enabling them to share data and increase the efficiency of customer service operations.

14. Intent detection

Intent detection is a customer experience automation feature in Gorgias that automatically identifies a ticket's intent based on its messaging.

15. Onboarding

Onboarding is the process of guiding and assisting new customers to get acquainted with a product or service.

The path of turning a customer service team into a profit center, starting with onboarding.

16. One-touch ticket

One-touch tickets are inquiries that can be resolved in a single interaction without requiring further follow-up.

17. Open tickets

An open ticket is a ticket that has not yet been answered or resolved by a customer service agent.

18. Outsourcing

Outsourcing is the practice of delegating specific tasks to third-party companies. For businesses, this can mean outsourcing some customer service tasks to a call center company.

19. Reassign

Reassigning a ticket means handing over the ownership of a ticket to another agent of the support team. Reassigning tickets is beneficial for balancing the workload or pairing a customer with an agent with more specialized knowledge.

20. Rules

Rules are customizable automations that trigger actions based on pre-set conditions. In Gorgias, Rules offload tedious work by automatically closing, tagging, or assigning tickets to particular agents.

21. Script

A script is a predefined response used by agents during frequent, predictable interactions. Customer service scripts are helpful for answering frequently asked questions, alleviating angry customers, or upselling new products.

22. Shared ownership

Shared ownership is when multiple team members collaborate and take collective responsibility for resolving a customer inquiry or ticket.

23. Ticket routing

Ticket routing is the automated process of transferring support tickets to the most appropriate customer service agent or team based on pre-set Rules.

24. Ticket status

Ticket status refers to the current state of a support ticket, indicating whether it is open, in progress, on hold, or closed.

25. Ticket views

Ticket views in Gorgias are customizable filters that help organize support tickets by certain criteria. For example, one ticket view can display only high-priority tickets, so agents can resolve urgent issues faster.

26. Unassigned ticket

An unassigned ticket is a customer inquiry that has not been assigned to a specific customer service agent for handling.

27. Variables

Variables refer to the elements or properties of a customer support ticket that can store different values or data. Some examples of ticket variables are customer intent, ticket status, and tags.

Gorgias also has a Ticket Fields feature that enables tickets to have custom variables. This allows support teams to label tickets according to their needs.

Customer service soft skills

1. Soft skills

Soft skills are non-technical skills, such as empathy and resourcefulness, that enable effective customer interactions.

2. Active listening

Active listening involves understanding, responding, and remembering what a customer is saying during a conversation.

3. Empathy

Empathy is the ability to understand and share the feelings of customers. Being empathetic is crucial to providing thoughtful customer service that puts the customer first. 

4. Proactive

Being proactive means taking initiative by anticipating potential customer issues, and acting in advance to prevent them from occurring.

5. Resourceful

Being resourceful means having the creativity and inventiveness to find solutions to customer problems. A resourceful agent consults all possible resources, including fellow teammates and team leads, to satisfy customers.

6. Social intelligence

Social intelligence is the capacity to navigate social situations and appropriately participate in interpersonal dynamics based on emotional awareness and empathy.

Metrics and KPIs

1. Key performance indicator (KPI)

Key performance indicators, known as KPIs, are used to evaluate the effectiveness of customer service efforts. KPIs help customer service teams to set goals, establish standards, and maintain excellent service.

2. Average first response time

Average first response time is the average time it takes for your customer service team to send the first response to a customer after receiving a request. 

3. Average handle time

Average handle time is the average time it takes for your customer service team to handle a case from start to finish. 

4. Average hold time

Average hold time is the average time a customer spends on hold before connecting with a support agent.

5. Average response time

Average response time, also known as average reply time, is the average time it takes for your customer service team to get back to a customer throughout an entire customer ticket lifecycle.

6. Call abandonment rate 

Call abandonment rate is the percentage of callers who hang up before speaking to a customer service representative.

7. Call monitoring

Call monitoring refers to listening in on calls to ensure company policies are being followed and agents are providing high-quality assistance. Monitoring calls can help teams collectively find better resolutions and can also prepare them for similar interactions in the future.

8. Call volume

Call volume is the total number of incoming customer calls received by a support team. 

9. Churn rate

Churn rate is the percentage of customers who stop doing business with a company over a specific period, such as over a month or year. Churn rate suggests customer dissatisfaction with a company’s product, service, or policies.

10. Customer effort score (CES)

Customer effort score or CES is a metric that assesses how much effort a customer has to put in to resolve their issue. CES is measured by sending customers a one-question survey asking how much effort was required of them to resolve their issue. Answers range from no effort to very high effort. A successful customer service operation will require little to no effort. 

11. Customer lifetime value (CLV)

Customer lifetime value (CLV) is the projected revenue a customer is expected to generate throughout their relationship with a company. Some ways to increase CLV involve improving customer touchpoints, upselling, reaching out to neutral and unsatisfied customers, and creating a loyalty program. 

12. Customer satisfaction score (CSAT)

Customer satisfaction or CSAT measures general customer satisfaction and happiness with your products or service. CSAT can be measured by collecting customer feedback from surveys and reviews.

🧠 Learn more: 9 ways to improve your CSAT score and response rate

13. Customer support metrics

Customer support metrics are measurements used to evaluate the effectiveness and quality of customer service interactions. Customer service teams can use metrics such as first response time, customer satisfaction scores, churn rate, and other indicators to assess the overall support experience.

14. First call resolution (FCR)

First call resolution (FCR), also known as first contact resolution, is a call center metric that measures the rate of resolving a customer inquiry within the first call. An excellent FCR rate indicates that a support team is well-trained to be able to solve issues quickly.

15. First response time (FRT)

First response time (FRT), sometimes called first reply time, is how quickly a customer inquiry is acknowledged. Customers expect their questions to be answered as quickly as possible, and FRT is a good measure of how responsive customer service teams are.

16. Net promoter score (NPS)

Net promoter score (NPS) measures customer loyalty and the likelihood of a customer recommending a company’s products or services to others. A high net promoter score can indicate high customer retention and loyalty. A low net promoter score can be a sign that your product or service is decreasing in quality.

17. Service level expectation (SLE)

A service level expectation (SLE) is an agreed-upon standard for the response or resolution time that a customer anticipates from a customer service team. It serves as a performance metric to ensure timely handling of customer inquiries.

18. Service level goal (SLG)

A service level goal (SLG) is the desired or targeted service level for responding to customer inquiries within a specific timeframe.

Service level objective (SLO)

Service level objectives (SLOs) are targets or thresholds for performance metrics like response times or resolution times. SLOs are used to track a team’s performance and ensure high-quality customer service. For example, a support team may be required to respond to emails in no longer than 24 hours. 

19. Retention rate

Customer retention rate is the percentage of existing customers that continue buying from your brand over a given period of time. It directly reflects a brand's ability to retain existing customers, which is more cost-effective than acquiring new customers.

20. Resolution time

Resolution time is the average time a customer spends interacting with a business’s customer support, helpdesk, or customer service team before their issue is solved. Agents should aim to have a low resolution time to secure higher customer satisfaction. 

21. Ticket volume

TIcket volume refers to the total number of tickets a customer service team receives in a specified amount of time, such as a day, week, or month. A high ticket volume may indicate unclear company policies or an uninformative website.

22. Turnaround time

Turnaround time is how long it takes for support teams to resolve a customer issue. Websites that offer support can display the turnaround time for each support channel to make customers aware of the approximate time they can receive an answer.

Level up your customer service with Gorgias

Gorgias offers a powerful solution to kickstart and streamline your customer service team. With the ability to automate repetitive tasks and integrate with popular ecommerce platforms like Shopify and Adobe Commerce, your agents can focus on providing personalized support to customers.

Additionally, Gorgias's real-time insights and advanced reporting tools allow you to track agent performance and identify revenue opportunities to keep your customers coming back.

If you’re ready to level up with Gorgias, the first step is to start agent training with Gorgias Academy. If you can’t wait, go ahead and book a demo.

Ecommerce Customer Support
Customer Service Skills

16 Essential Customer Service Skills to Manage Any Situation

By Deja Jefferson
22 min read.
0 min read . By Deja Jefferson

Customer service professionals (and the customer service skills they possess) are at the frontline of creating great brand experiences. 

All too often, customer service workers aren’t valued as truly skilled or strategic members of the business. It’s a shame (and a missed opportunity), given how big a role customer service agents play in the success of a business. 

According to 2022 McKinsey research, three out of five customer service leaders view attracting, training, and retaining skilled customer service workers as a top business priority.

My name is Deja Jefferson, and I’m the CX and Consumer Insights Manager at Topicals. We’ve upskilled our customer experience associates with both soft and hard skills to give our customers complete support and unwavering confidence when making a purchase.

Here are 16 of the most important hard and soft skills for customer support that we train for at Topicals, and that you should build your support team to possess. 

Top customer service soft skills to manage any situation

Customer service soft skills are the non-technical, interpersonal traits agents use while supporting shoppers. Ultimately, soft skills help to problem solve through good communication and clear thinking. 

These aren’t technical skills, nor are they easily quantifiable, but they are vitally important to improve customer communications.

1) Positive language

Your support agents need to have a firm understanding of how their tone of voice and word choice affect customer satisfaction. 

Using positive language is a valuable customer service technique that steers conversations toward positive emotions, which generate positive outcomes for customers and your business. 

Examples of positive language used in customer service

Here are some examples of how your team can use positive language in customer service situations.

  • “Absolutely! We will definitely get this sorted out for you.“
  • “Good idea! I will do everything I can to make it right.”
  • “Oh, that certainly sounds like something I can help you with.”
  • “I’m confident it will work out and we’ll get your product to you as soon as possible.”
  • “Thanks! I hope you have a fantastic day. Please reach out again if I can assist you with anything else.”

For further clarification, here are a few examples of what these same interactions might look like using negative language instead:

  • “Oh no! I’ll see if I can fix your problem.”
  • “That sounds awful; I wish that didn’t happen.”
  • “Ah, I’m not sure if I can fix it, but I’ll try.”
  • “Don’t be upset; this is why I’m here.”
  • “There you go. Let me know if anything else goes wrong.”

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Tips to use positive language in your customer service communications 

You can get a sense of a person’s positive language skills early on, even during an interview when hiring for customer service roles. 

If your support agents need help using positive language for any scenario, write customer service scripts or Macros that incorporate positive language. This helps all your agents stay positive, whether they're brand-new employees or established team members.

“I ensure that customer service provided by Topicals not only exhibits empathy when issues arise but should be seamlessly integrated throughout the entire transaction process. Our priority is to ensure that our customers feel fully supported at every step.”

—Deja Jefferson, CX and Consumer Insights Manager at Topicals

2) Showing empathy

It's a key customer service skill to show empathy for a shopper, especially when a difficult situation comes up. 

When customers share their challenges and frustrations, it's essential for them to feel assured that their concerns are being understood by empathetic listeners. In the realm of targeted skincare for specific skin conditions, we must consider the vulnerability of consumers as they seek out new skincare solutions. Let's be honest — they've received recommendations from friends, witnessed numerous skin influencers endorse their preferred "featured" products for various skin types, and might be following advice from various dermatologists, (if they're lucky). I ensure that customer service provided by Topicals not only exhibits empathy when issues arise but should be seamlessly integrated throughout the entire transaction process. Our priority is to ensure that our customers feel fully supported at every step.

Examples of empathy in customer service

Take a look at this hypothetical customer issue with an angry customer:

  • Hypothetical issue: “When my order arrived, it was three days late and broken. This was supposed to be a birthday gift for my daughter, and now I’m not going to have this in time to give it to her on that day. I’m angry, and I demand a refund.”
  • Empathetic Response: “Wow. That does sound frustrating, and it’s not the experience you were hoping for when you chose to shop with us. I totally see why you’re angry. Let me find out what I can do for you.”

Tips to foster empathy among your customer service team 

Empathy is hard to teach. At Topicals, I train my team to get inside the customer’s mind. 

Our customers are real people facing challenging (and highly personal) skin issues, from Hyperpigmentation, Atrophic/Acne Scarring, Keratosis Pilaris, and so much more.

Sure, some customers lose their patience when they feel defeated — that’s unavoidable. But most of them are feeling frustrated and hopeless. And my team has an opportunity to give them hope that we can work together to help fix the customer’s issue. 

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3) Active listening skills

Whether in a physical retail setting or digital, active listening is a key step to adapting to nuanced questions or navigating tense situations with customers.

Active listening is listening with the intent to obtain information and understand it, rather than simply listening with the intent to reply. 

Examples of active listening in customer service

Active listening requires the agent to acknowledge that they understand our customers during a conversation, and provide feedback or ask follow-up questions when appropriate.

First, let’s look at a hypothetical customer issue:

  • “Hey, I ordered the Post-Acne Kit several weeks ago and still haven’t received my package. I haven’t gotten an email with tracking updates. Can you tell me whether or not my order was shipped?”

Here’s what a generic, canned response looks like:

  • “Thank you for contacting us. Did you receive a confirmation email with your order number?”

But when you use active listening skills, the reply becomes more like this:

  • "Hi there, we apologize for the delay in your order. Rest assured, we're actively resolving the issue with our shipping partners to determine its status. If it's considered lost, we'll promptly send a replacement. It may take 24-48 hrs for us to hear back but we will provide and update to you tomorrow. We appreciate your patience and apologize for any inconvenience.”

The second example response showcases that the support agent has heard the problem and is actively looking for a solution.

Tips to incorporate active listening in your customer service strategy 

Use active listening alongside a helpdesk like Gorgias, which helps your customer service representatives “remember” past interactions. It’s like active listening but at scale.  

Gorgias displays customer information like past conversations and orders, current orders, and data from your other apps (like loyalty points or product review scores). 

Your agents can use this information to avoid asking for information the customer already gave, and automatically pull it into their responses with variables like [Last Order #] or [Shipping Address]. 

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Related reading: Our full guide on personalized customer service

4) Time management

Time management is the ability to get the most important things done, with a limited number of hours in a day. 

As a customer service skill, it's make-or-break: The better an agent's time management, the quicker their first response time and the more tickets they can resolve.

Customer service response times tremendously impact your store’s bottom line. If a response to a query takes too long, customer satisfaction plummets. 

Examples of time management in customer service

In a customer support environment, managing time effectively allows an agent to handle a larger volume of tickets (without breaking their back).

Effective time management is a team sport. You need to make sure: 

  • Your automations (like Rules) are saving your team from repetitive tasks
  • Your team is using resources (like Macros) to avoid typing messages from scratch
  • Your team is prioritizing customer service requests to handle the most important tickets first

Tips to improve time management with your customer service team 

Your agents have better things to do than copy/paste order statuses all day. We use Gorgias’s Automate at Topicals to handle repetitive questions (like “Where is my order?” or “Where do you ship?”) so that my team can spend their time on issues that need human attention. 

Plus, Automate helps customers, even when my team isn’t online. 

5) Patience and awareness of tense situations

Support services is an industry that is stressful by nature, largely because most shoppers’ problems are a little tense. 

Your agents need to understand when a situation is tense and what to do to defuse the emotional heat:

  • Recognize the situation as emotionally tense
  • Detach from taking anything said personally
  • Maintain control over internal negative emotions
  • Employ empathetic responses to the customer

Examples of patience and awareness of tense situations in customer service

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We know we can’t make everyone happy, but we can always make sure people feel heard. In this example, a shopper shared on Instagram that the product we were featuring didn’t work for them. 

Instagram comments are public-facing and we always want to be sure we address feedback from disappointed customers in this kind of arena. 

So, we apologized and recognized what the commentator said. Then, we suggested carrying the conversation to a private DM so we could find a solution. 

Tips to boost patience and handle awareness of tense situations 

In addition, support agents need to care for themselves, drink plenty of water, and get enough rest. 

"People underestimate the emotional and mental resilience that working in CX requires. It’s hard not to take things personally sometimes."

—Grace Choi, Customer Experience Team Lead at TUSHY

When an agent takes time for self-care, they are prepared to be resilient to the job's stresses and approach customer problems with understanding. It’ll improve both a customer's patience with your rep as well as their ultimate satisfaction.

6) Reflecting

Reflecting is the act of repeating a concern to the person speaking — and it’s a crucial customer service skill your agents must master. 

It will make your shoppers feel heard, which is the foundation of a great experience.

Reflecting accomplishes three things:

  1. Enables the speaker to hear their own thoughts spoken back to them so that they can focus on what they have to say and what they feel.
  2. Displays empathy to the speaker, letting them know that you are trying to understand the concern at hand.
  3. Encourages the speaker to continue expressing themselves.

Example of reflecting in customer service

Let’s see what reflecting looks like in action in a customer support context.

  • Hypothetical issue: “I’ve been having trouble getting my Scar Primer to work properly. I’ve written in three times for help with the same problem, and it keeps happening. Does this product even work?”
  • Reflective response: “Hi, I’m happy to help. Sounds like the Scar Primer is giving you trouble. Are you not seeing results, or is it causing a breakout? I’ve got some solutions to try for either.”

Tips to improve reflection in your customer service strategy 

Sometimes, the most challenging part of solving a problem is understanding what the problem actually is.

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Here are a couple of clarifying phrases to keep in your back pocket. 

  • “It sounds like ..., is this correct?” 
  • “Did I miss anything?” 
  • “Is there anything else you want to make sure I understand?” 

7) Maintaining brand voice

A strong brand voice is crucial for any brand, but keeping the brand tone consistent in customer comms is a challenge — especially for technical tickets.

Example of maintaining brand voice in customer service

Skilled customer service reps know that maintaining brand voice in customer communications goes a long way toward improving customer experiences. 

Personalized Macros help brands plug in automated responses for commonly asked questions. You can build pre-made responses that are infused with your brand voice, so you can maintain fast and effective response times without sacrificing your core messaging.  

At Topicals, we use Macros to help maintain brand voice while handling a high volume of customer service tickets. We’ve built a library of templated responses based on our audience persona of skincare-obsessed Gen Z-ers and millennials.  

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As a result, 69% of tickets at Topicals are now dealt with using automations.

Tips to encourage customer service reps to maintain brand voice 

In addition to Macros, consider following up with customers using SMS messaging. 

At Topicals, we tested out SMS so customer service reps could follow up with customers. The less formal format made it easy to keep up with our brand persona of Gen-Z and millennials who prefer quick messaging over emails or phone support.  

We were blown away by the positive response. Customers were willing to open up about their experiences and were happy to chat about how much they loved our products. 

Important hard skills for any customer service rep

Beyond the soft skills we’ve discussed above, there are hard skills every customer service representative needs to master.  

Customer service techniques or hard skills are defined as the hands-on, technical requirements of the job. This entails understanding the company's products and the tools and technology that your customer service team uses. 

8) Product knowledge 

The most obvious customer service skill your agents (and your virtual assistants) must possess is the ability to answer questions and communicate information about the products you sell. 

An essential part of customer service training is making sure your agents really understand the product, so they can answer in-depth questions and questions about how to use the product:

  • “Can I use Faded with my retinol at night?”
  • “How long will it take for me to see results?”
  • “Will this work on my melasma?

If hiring, you may occasionally come across an applicant who has existing knowledge of your products, which is a bonus. Still, you should maintain a knowledge base that gives your support team (and your customers, if you chose to make your knowledge base public) easy access to the information they need.

Product knowledge includes product ingredients, uses, compatibility, troubleshooting, and more. Your training should also include process and policy information, like shipping times, packaging, returns and exchanges, and other common questions in ecommerce.

Tips to expand your product knowledge 

  • Create a comprehensive knowledge base or FAQ page so support agents can easily access the product information they need.
  • Have your product development team brief support agents on new products and product updates.
  • Identify frequently asked product questions and ensure that your agents have canned responses to these questions.

↗️ Check out our Director of Support’s guide to customer service training for more guidance.

9) Language and grammar

Your support staff doesn’t need to illustrate beautiful images with their wordplay — actually, that risks confusing the customer. However, they do need a sharp understanding of the language they’re using and know how to use proper grammar and spelling.

Test your prospective agents on the following:

  • Spelling
  • Punctuation
  • Word use

Tips for improving your language and grammar

If your agents are having trouble with spelling or grammar, consider giving them access to tools they can incorporate into their day-to-day work. 

A few great language and grammar tools to consider include:

10) Typing speed

Typing speed may not sound like the most crucial skill on this list, but when you break it down faster typing speed = faster response times. 

90% of customers rate an immediate response as "important" or "very important" when they have a support request. So, the faster you can move through tickets, the more satisfied your customers are likely to be.  

Tips to optimize typing speed

Take a typing speed test to know exactly how your typing ability stacks up. 

Generally speaking, here’s a ranking of words per minute (WPM): 

  • Below average: 20 WPM or less 
  • Average: Between 20 - 40 WPM
  • Above average: 40 - 60 WPM 

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If you’re a professional typist, you’re likely typing at a whopping 60 - 90 WPM (or more!) 

11) Email

A bulk of communication with your customers will take place via email. 

Make sure your support staff has excellent email communication skills in place and that they understand how to leverage your email platform’s features.        

One great way to make email customer support more streamlined and convenient for your team is to utilize a single platform for all of your customer support channels. 

With Gorgias, agents can respond to emails, SMS messages, and social media messages from a single, easy-to-use dashboard rather than having to master each channel individually. 

Tips for better emails

  • Include the recipient’s name in the body of the email, and use a professional signature at the end of the message.
  • Speed up your email response time with automated responses to common customer questions.
  • Create an efficient system for responding to email inquiries so that nothing slips through the cracks.
  • Limit back-and-forth responses and reduce your resolution times by requesting all necessary information in your initial email to the customer.

↗️ Check out our email templates for a way to scale quality email customer service.‍

‍12) Indirect channels (like social media)

Considering 59% of the world's population uses some form of social media, it makes sense to arm your support staff to field questions and concerns that come through your social media comments. 

Build a clear protocol to handle public tickets. Will you move the conversation to another communication platform or handle it where it starts? Your support agent should know what you expect as well as how to use the social media platforms you promote your brand on.

If you don’t have a helpdesk, you’re missing out on opportunities to provide great experiences and turn more casual browsers into loyal buyers:

“Gorgias has so much integration between Shopify, Instagram, and Facebook. The Facebook ad comment has been very interesting. People have been converting right there, thanks to simple social interaction.” —Cody Szymanski, Customer Experience Manager, Shinesty

↗️ Learn more about how Shinesty earns more sales and answers questions faster with Gorgias.

Tips for social media customer service teams

  • Move public negative customer interactions to a private channel (like DMs) so that they don't damage your brand image.
  • Don’t worry about being on every social media channel, only use the ones where your customers are the most active. 
  • Monitor social conversations that are relevant to your brand with social listening tools.

↗️ Read our complete guide on social media and customer service for more tips.

13) Omnichannel customer service

Most customer relationships span multiple channels. As your brand grows, make sure your customer service agents are comfortable switching from one channel to the next. 

If you don’t have a helpdesk, this will require a bit of tab-shuffling throughout the day to respond to comments and messages from all these different platforms. 

That said, a helpdesk will save your agents hours every week by unifying your omnichannel approach to one platform, where agents can see every past interaction — be it an hour-long phone call or a 5-star review — and respond to customers without leaving the platform.

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Tips for omnichannel customer support

Offering customer support via multiple channels such as live chat, email, call centers, and social media provides customers with more touchpoints for contacting your company. 

A helpdesk that can unify customer support interactions across channels in one view is helpful for agents because it reduces the amount of app swapping they have to do. It also gives every customer's entire interaction history with your brand across all channels. 

Here are a few effective tips to optimize your omnichannel support approach:

  • Use a centralized customer support dashboard so support reps can access messages from multiple channels in a single location.
  • Offer mobile-friendly customer support options.
  • Create a system for efficiently transferring customer interactions between support channels.

↗️ Check out our complete guide to omnichannel customer service for more tips.

Ecommerce-specific customer service skills

The skills we’ve covered so far can apply to agents that work to manage customer issues for in-person or online experiences. 

For those agents who solely work in ecommerce, there are four more valuable skills to help improve customer satisfaction with your brand. 

14) Live chat

Nearly 80% of customers told PwC that a speedy, helpful answer is the most important aspect of good customer service. So, brands are turning to messaging-based customer support channels (like live chat support, WhatsApp, and SMS texting) to meet these customer expectations. 

If your support team isn’t trained on these fast-moving channels, your customers miss out on opportunities for sales. 

Answering live chat is more involved than you may think: Agents must incorporate previous customer context, pull up the right information, and be proactive to think about a forward resolution (like being able to answer customer follow-up questions) — all at a fast pace, and potentially handling other interactions at the same time. 

Example to incorporate live chat in your customer service communications 

Here’s what answering a live chat in Gorgias looks like:

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In addition to the technical skill required to maneuver these channels within your helpdesk, your staff should refine their skillset to drive sales with live chat. Live chat can boost your conversion rate by 12%, and it’s made a huge difference in raising our purchase rate and lowering our return rate here at Topicals:

https://gorgias.wistia.com/medias/yok5z1e4uo

Tips for enhancing live chat skills

  • Use templated Macros to help your live chat agents address customer questions more efficiently.
  • Use automated responses to filter out repetitive questions for your agents.
  • Ensure clear communication by prioritizing proper spelling and grammar.

Check out our detailed guide to live chat support for more tips and tricks. 

15) Decision making 

When talking directly with customers you need to be able to solve their issues quickly — and that involves fast decision-making. 

It’s the responsibility of the customer service rep to take care of the customer by providing the best possible solution to their problem right away.  

Example of decision-making in customer service

Sometimes what the customer wants isn’t beneficial to your business’s bottom line. If that happens, your agents need to be able to weigh this one issue with the customers’ entire lifetime value. 

Let’s look at a hypothetical example. 

  • “Hey, I ordered the Faded serum in the mail. When it was delivered, the box was damaged. The serum works just fine, but considering the way it was delivered, I’d like my money back. 

While the delivery person didn't take great care to keep the packaging intact, the customer was clear that the serum works as advertised. It might not be realistic for your brand’s bottom line to offer a replacement in this case. 

Instead of giving the customer something that could hurt your bottom line, a strong customer service agent might make a quick decision:

  • “Wow, I’m so sorry to hear the package was damaged — our packaging is really cute and we’re proud of the design work. Luckily, it sounds like our Faded serum is living up to its expectations, which we are so happy to hear. We are happy to offer you 30% off your next order with this special discount code.”  

Sometimes, bending your rules to keep a customer happy (even if it’s not the most cost-effective) can pay you back with repeat purchases, positive reviews, recommendations, and more. 

Tips to empower your customer service team to make informed decisions

In your customer service policies and training, be extremely clear about what kinds of situations are black-and-white, where the agent must follow company policy. 

But also be very clear where there's some gray area, where the agent can deviate from the stated policy to delight a customer or make sure an interaction ends positively. 

Make sure your customer service reps know what they are allowed to do on their own, and when they need a manager's review.

16) Pre-sales support 

In a physical retail setting, employees can welcome customers, ask if they need any help, and give customers the information (and encouragement) they need to make a purchase. 

Pre-sale support means you are able to communicate with a shopper during their browsing experience — helping the shopper make a confident purchasing decision before they click “checkout.” 

It's tricky to pull this off in an ecommerce setting, but it can have a huge impact on the ROI of your support team. That’s why it's important to think critically about how your brand offers pre-sale support and give agents the skills to pull it off.

Examples of pre-sales support in ecommerce customer service 

Empower your customer service reps to speak with shoppers during their browsing experience. 

At Topicals, we offer a lot of education about our products, so we can arm agents with the knowledge they need to talk about Topicals with customers. 

Here are a few examples of common pre-sale questions your agents might see: 

  • Product questions: How does this product work? 
  • Inventory questions: When will this product be back in stock? 
  • Shipping questions: Do you ship to my location? 
  • Technical questions: How do I use this product? 
  • Sourcing or ethical questions: Do you use sustainably sourced materials? 
  • Pricing questions: When will this item go on sale?  

Tips to establish pre-sale support in your customer service communications

For brands that use Gorgias, chat campaigns let you proactively reach out to customers based on their browsing behavior. 

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This way, you can ask if the customer has questions, remind them of a timely promotion or free shipping offer, point them to a product recommendation quiz, or even offer a discount to nudge them toward a purchase. 

Level up your customer service skills with training 

When you’re looking for a new agent, it’s a great idea to hire for the skills in this list right out the gate. Then, continue to offer training opportunities for your customer service reps to master their craft. 

Training for the skills listed in this article has a great impact on your company’s reputation and revenue.

Once you’re ready to put those skills to use, sign up for Gorgias to turn your customer support team into a revenue-generating machine.

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Ecommerce Customer Support
Expert Insights
Customer Service Certifications

The 19 Best Customer Service Certifications to Earn at All Levels

By Jordan Miller
14 min read.
0 min read . By Jordan Miller

90% of customers agree that customer service plays an important role in deciding whether they do business with a company, according to a Microsoft survey. Research from Salesforce, meanwhile, shows that 78% of customers will forgive companies for mistakes — if they receive excellent customer service. 

Insights like these highlight the immense role that customer service plays within a business — they resolve issues quickly, drive purchases with pre-sales conversations, and create a wonderful customer experience. 

But how do customer service professionals go about acquiring these skills? While there are a number of approaches to training, customer service courses and certification programs are great options to consider.

Whether you're a junior support agent trying to land a promotion or a team lead looking for the best certifications for your crew, this guide is for your. On top of suggesting many courses and certifications, we’ll also cover best practices when vetting and choosing certifications.

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The 19 best customer service certifications by category

Customer service certification courses can be broken down into seven main types:

  • Basic customer service agent certification: The most broad-ranging type of certification courses, these courses focus on the fundamentals and provide training on the hard and soft skills that reps need to navigate various customer interactions.
  • Customer service leadership certification: Meant for customer service managers, directors, and other team leaders, these courses are designed to improve strategic and managerial skills.
  • Helpdesk certification: These courses are intended to provide reps with training on how to utilize helpdesk software effectively.
  • Call center certification: These courses teach reps the fundamentals of phone-based customer support and the skills required for real-time conversations with customers.
  • Customer service business management certification: These courses provide support leaders with the business knowledge to align customer service initiatives with the business's overall goals, such as budgeting and data management. 
  • Customer experience certification: These courses are designed to help reps form a better understanding of customer needs across the entire customer experience and provide top-notch support across all their customer touchpoints.
  • Client service certification: These courses are geared towards any customer-facing employee (not just customer service reps) and are designed to teach the skills necessary for positive customer interactions.

While there are in-person customer service programs available locally, we’ll spend th. Most of the courses are self-paced, meaning you can make progress between shifts rather than waiting for an instructor. Of course, if you prefer on-site instructions, you can look into local options. 

Now that we've got the definitions down, we’ll explore each one in more detail and recommend some of the top customer service certifications available in each category.

1) Getting certified as a customer service agent

Basic customer service agent certification courses are the most common type of courses for support reps to attend and are designed to provide a basic yet thorough understanding of the various skills required for excellent customer service. This includes hard skills — such as learning how to use various support tools or software, data entry and analysis, and customer management — as well as soft skills like communication skills, customer service phrases, problem-solving, and collaboration.

This is a great place to start if you don’t have any frontline customer service experience, you want to demonstrate your skill set for an employer, or you’re a newer rep looking for a structured learning experience. 

Customer service agent certification and courses.

Explore the available courses for this certification below.

HDI Customer Service Representative (HDI-CSR)

Agents who attend the HDI Customer Service Representative training focuses on best practices for customer support, like conflict resolution, communication, and call-handling.

Service Strategies Customer Service Representative Training

The Customer Service Representative Training by Service Strategies provides agents with an introduction to the customer support principles that will help them provide great service and experiences to customers. This course is best for people who have been recently hired as new support agents or students looking to earn a support certification.

Motlow State Customer Service Certificate

The Customer Service Certificate from Motlow State is great for students looking to learn about support roles in different industries like retail or healthcare.

Alison Customer Service Skills

Agents who take the Customer Service Skills course from Alison will learn foundational customer service skills, like how to handle complaints, manage their stress level, and create better customer experiences.

2) Getting certified as a customer service leader or manager

Most of the time, customer service managers benefit from support certification courses by using those courses to train their team and boost performance. However, there are also courses designed specifically for managers and leaders themselves.

Topics commonly covered in these courses include things such as communication skills from a leader’s perspective, how to motivate and inspire others, how to delegate and direct, and other key skills that a manager needs to hone.

By improving your own skills and knowledge as a support manager, you can improve your team's performance from the top down. You can also use these courses to acquire the skills and certifications you need to advance your own career.

Customer service leadership certification and courses.

Explore the available courses for this certification below.

Gorgias Academy Lead Agent Training

Agents who complete the Lead Agent Training through Gorgias Academy will learn how to expand their skills within the Gorgias platform.

Service Strategies Advanced Service Leadership Training Course

Service Leadership Training Course by Service Strategies teaches agents how to become a customer service leader in a four day intensive. Attendees will learn things like how to set a strategy for a customer service team and how to lead a successful CS team.

Get a head start on leveling up your team: Read the 20 customer service best practices every customer service leader should know.

3) Getting certified for a specific helpdesk

According to HubSpot, over 85% of customer service teams that utilize helpdesk software say that it makes them more productive. Before we tell you why helpdesk software is so beneficial that it's worth taking an entire course on it, we should first define what a helpdesk actually is.

A helpdesk is a platform that allows customer service teams to manage and respond to customers, whether through incoming messages or support tickets, all in a single, user-friendly dashboard. 

At a time when more and more companies are offering omnichannel support — enabling customers to contact them via phone, live chat support, social media, email, and so on — it’s more beneficial than ever to organize and prioritize the flow of requests with helpdesk software. 

For example, Gorgias’ helpdesk helped BrüMate earn over $9 million in revenue exclusively from the support team.

There may be a bit of a learning curve depending on the helpdesk and how it integrates with your team’s other business tools. By attending a helpdesk certification course, support reps are able to learn the ins and outs of this valuable software so that they can leverage it to its maximum potential.

Helpdesk certification and courses.

Explore the available courses for this certification below.

Gorgias Academy Admin Training

The Admin training course via Gorgias Academy helps agents boost their knowledge of the Gorgias platform and become a power user in 30 minutes.

Gorgias Academy Basic Agent Training

Agents who take the Gorgias Academy Basic Agent Training course will learn how to answer support tickets on the Gorgias platform for Shopify stores and get an introduction to automation. The course takes about 40 minutes to complete.

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4) Getting certified to enhance call center skills

A call center is an organizational structure for customer support that’s widely used. In a call center, your team takes calls from customers who have questions or concerns and works to address those issues over the phone. In fact, it’s where many customer service representatives begin their careers. Working at a call center requires great communication skills, technical abilities, and customer service skills.

These certification courses will help you learn how to improve your customer competency, get through more calls, and help your customers get a better experience with your brand while making you a better customer service specialist.

Call center certification and courses.

Explore the available courses for this certification below.

EdApp Call Center Customer Service 

The Call Center Customer Service training course through EdApp focuses on foundational call center skills that agents need like call prep, call etiquette, and holds & transfers.

The Call Center School Navigating a Customer Call

In the Call Center School's collection of call center trainings, agents can select between different courses like basics, how to manage remote teams, or learn about workforce management and its challenges.

Bonfire Training Customer Service Essentials

Bonfire training has many different trainings for support team members to choose from, but those looking for specific call center trainings might benefit from the Customer Service Essentials course, which helps agents learn how to deliver a top-notch customer experience consistently.

5) Get certified in customer service business management

Customer service business management courses are typically for managers and teach fundamentals like budgeting, data analysis, and strategic decision-making. courses.) By sharpening these skills and gaining that deeper context, managers can guide their team toward broader business goals more effectively, including revenue generation. 

Note: This type of course isn’t focused on goals like clearing tickets, helping customers, advancing leadership careers, or upskilling teams. That’s the aim of a customer service leadership certification.

Customer service business management certifications and courses.

Explore the available courses for this certification below.

Durham Tech Business Administration Management Certificate

The Business Administration Certificate from Durham Tech offers training on business organizations and processes.

CSU Global Undergraduate Certificate in Business Administration

People looking for a more in-depth certification can take an Undergraduate Course in Business Administration from CSU. The course takes about six months and is made up of six three-credit courses.

6) Get certified to provide better customer experiences

When reps have a deep understanding of the customer journey and the needs, desires, and pain points of the customers they’re serving, the quality of their service and outcomes is bound to go up. A customer experience certification teaches reps how to go beyond simple ticket handling to improving customer experience across all touchpoints — not just when they reach out with a problem or question. 

This type of course usually provides training on building and supporting a positive in-product experience, creating a full-fledged help center, designing a smooth and informative buying process, and delivering a thorough customer onboarding program. With that in mind, it can be helpful for support team members at all experience levels. 

Customer experience certifications and courses.

Explore the available courses for this certification below.

Udemy Customer Experience Certification Workshop

If you're in search of a CCXP certification, this course on Customer Experience from Udemy will teach you how to get it, as well as the relationship between customer experience and loyalty, and how to map the customer journey.

LinkedIn Customer Experience Leadership

Taught by expert Brad Cleveland, LinkedIn's Customer Experience Leadership course teaches you how to create positive, impactful customer experiences and how to maintain them.

Business Training Works Customer Service Refresher Training

The Customer Service Refresher Training course from Business Training helps agents get excited and learn more about delivering a good customer experience consistently.

7) Get certified in client services

A client service certification course covers the fundamentals of customer care and how to use customer support skills in everyday roles and tasks. Client service certification courses aren’t just for customer service reps. They can be taken by anyone who wants to improve their ability to communicate with customers. 

Sales reps, customer support reps, customer success reps, product team members, and other customer-facing employees who want to learn the soft skills required to effectively interact with customers (and, when appropriate, upsell them) can benefit from it. 

Client services certifications and courses

Explore the available courses for this certification below.

Customer Service Institute of America (CSIA) Certified Customer Experience Professional

CSIA's Certified Customer Experience Professional course is a comprehensive training for those looking to excel in client services.

CCPC Global Certified Client Service Specialist (CCSS) Program

CCPC's Certified Client Service Specialist program is an informative training that teaches agents how to excel in providing exceptional customer service.

CCPC Global Certified Client Service Professional (CCSP) Program

Similar to the above program, CCPC's Global Certified Client Service Professional Program helps agents learn foundational skills to excel in their careers.

The benefits of earning customer service certifications

Benefits of customer service certifications.

Assuming that you choose a high-quality online course (something we can definitely help with), earning professional certifications as a customer service rep can boost your career and performance. 

These training programs offer substantial benefits to customer service managers as well, enabling them to lead and support their team on a higher level and unlock customer service excellence.

Here are some of the top benefits of customer service certification courses for both reps and team managers: 

Opens up career advancement opportunities

Simply put, a certified customer service rep is often going to be more attractive to employers than someone who’s not certified. They’re likely better equipped to navigate customer expectations, pick up service industry tools, handle difficult customers, and improve customer relations with certifications.

Earning certification from an accredited program can help a rep distinguish themselves in the eyes of their employer, making it easier to secure new positions and promotions. Similarly, customer service managers can improve their career prospects by completing programs geared toward leadership and skill development.

Helps hiring managers choose the right hire

Hiring customer service reps can be a difficult process since it can be challenging to gauge and verify a rep's skills and knowledge from a job interview alone. Customer service certifications make it easier for managers to make the right hire by serving as proof of the knowledge and training that a candidate has earned. 

Adds to your company’s support training

Providing the training and instruction reps need to ensure customer satisfaction is a time-consuming part of a customer service manager's job. The good news is that online customer support training programs can deliver high-quality lessons, practice, insights, and tests — without requiring direct involvement from a manager. 

This frees up time in a support manager's schedule and allows them to focus on improving their own skills, exploring new service strategies (like proactive customer service and customer self-service), and initiatives for boosting team performance. 

Improves individual and team performance

Speaking of boosting team performance, let's wrap up with the most obvious benefit of customer service certifications: improving support skills. From communication skills to problem-solving, the top customer service courses teach reps a wide range of skills that they can use to execute their daily tasks better. 

Of course, improving the performance of your customer service team can drive serious results, from improving conversion rate with new customers to promoting greater customer loyalty and retention. When it comes to the business-boosting benefits of great customer support, the possibilities are endless. 

Customer service accelerates growth for a variety of reasons included referrals, reviews, and repeat purchases.

Where customer service certifications fall short

All of the high-quality customer service certifications that we've covered so far can offer a lot of value to customer service reps and team leaders. However, these online certifications are not the end all, be all solution. Here are some things to keep in mind when you’re weighing courses/certifications as a learning tool: 

Online certifications aren’t a replacement for training

Regardless of the certifications that a support leader or rep has earned, thorough onboarding, continuous education, and ongoing training is still a must-have. 

Training courses are wonderful for their convenience and relative affordability, but they can't quite match tailored, one-on-one training. If you’re a support manager, it’s still your job to give each rep the hands-on coaching they need to perform at their highest possible level. And if you’re a customer service rep, it's your job to ask for or take advantage of skill development opportunities.

Team members will still need tailored training for their specific role. For example, product knowledge is one piece of customer service training that no online course can provide. Even helpdesk certification courses will be limited in value unless they cover the specific helpdesk your team uses.

Online support certifications require extra investment from team members

Online certification programs in particular can require a large degree of self-motivation. Support managers counting on these programs to upskill their team may find that some team members struggle to stay engaged. Similarly, job candidates or agents looking to advance their careers need to plan for the time investment and have tactics to stay accountable and get the course done.

If you’re struggling with team member engagement, check out our guide to customer support incentives. 

Some certifications are better than others

There isn’t one single organization vetting and accrediting every customer service certification program, and some aren’t reviewed by anyone but the course creator(s). When every course isn’t held to the same standard or worth your time or money, you’ll want to do some due diligence before hitting “Sign up.” We’ll give you some tips in the section below. 

None of this is meant to discourage you from online customer service certification programs. Used well, these programs can offer valuable skill- and confidence-building, which in turns leads to better customer service. However, understanding the pitfalls is the first step to using these programs properly and within the scope of what they’re built to do.

How to make sure your certification is worth your time

To improve the odds that the certification you or your reps receive is comprehensive, accurate, and will actually hold weight with future employers, here are a few tips to keep in mind:

1) Look for accredited programs

Some online customer service certification programs have earned accreditations from recognized bodies like higher education institutions or professional associations. 

As an example, the Customer Service Institute of America (CSIA) is an arm of the International Council of Customer Service Organizations (ICCSO), which promotes excellent CS practices through standards, awards, and development programs. The institution and the program itself must meet a rigorous set of standards, which helps you rest assured it’s a quality training opportunity. 

Once certified through one of their programs, you can include their logo on your LinkedIn or resume to make your application (or request for a promotion) stand out:

Customer Service Institute of America logo

2) Check out reviews from students and graduates

If a customer service certification program is well-known and respectable enough to be worth considering then you should have no problem finding online reviews from reps who have already completed the program. These reviews serve as an unbiased source of feedback that you can use to gauge a program's quality and value.

For example, the Customer Experience Certification Workshop on Udemy includes ratings and reviews, the number of students who have taken it, and even companies who have offered the course to their employees before. 

Reviews of customer service courses
Source: Udemy

4.1 is a pretty solid score, especially considering the course has over 2,000 reviews.

3) Research the organization or individual offering the program

The reputation of a certification program is deeply tied to the reputation of whoever is offering it. A potential employer is going to value a certification much more if they recognize and respect the individual, school, company, or organization that offers it, even if they are not familiar with the program itself. With this in mind, research the “who” behind the certification course. 

Even if they’re not accredited by a major certification body, they may be an organization that’s known for excellent customer service or a thought leader in the industry. 

More ways to level up your skills or your team now

Whether you’re an agent looking to develop your skills and boost your career prospects or a manager looking for ways to train your team, online customer service certification programs can offer plenty of value. As long as these programs are used within their proper role and chosen carefully, they can be a convenient way to learn a range of customer service skills.

Gorgias users can check out the Gorgias Academy for high-quality courses and certifications that help you become a certified helpdesk expert and practice beginner and advanced skills along the way. 

For more ways to learn and upskill today, explore these 20 practical customer support tips.

Customer Service Team Management
Shopify Statistics

37 Shopify Statistics for 2023: Facts & Figures For Merchants

By Jordan Miller
13 min read.
0 min read . By Jordan Miller

Shopify is the most popular ecommerce platform in the US, with one-third of the national market share according to Oberlo. With access to data from millions of stores of all sizes, Shopify has unique, data-driven insights into the state of ecommerce.

We compiled 37 of the most relevant and interesting Shopify statistics for merchants using the platform — many of which will be interesting to merchants who host their online stores on other platforms like Wix, WooCommerce, or Squarespace. You'll gain some practical info about what’s going on in ecommerce, which can give you some valuable insights for your own ecommerce business.

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Statistics about Shopify store traffic and performance

It's always useful to know where your ecommerce store's traffic is coming from. Knowing effective strategies for boosting your store's traffic is even more useful. With that in mind, here are a few statistics on Shopify store traffic that can help you figure out how to drive more visitors to your own store.

79% of Shopify traffic comes from mobile devices

Year over year, mobile searches continue to make up a larger percentage of all online searches. This is true for online shopping as well, with 79% of all Shopify traffic now coming from mobile devices. This is one of the most vital ecommerce statistics to pay attention to as you design your online store; if you don't optimize your store for mobile devices, you will likely drive away many potential customers. As a result, ensuring that your website looks great and functions well when viewed from a mobile device is vital.

Want to increase traffic to your Shopify store? Check out our Shopify SEO guide for growing ecommerce merchants. 

Repeat customers generate 300% more revenue than first-time shoppers

We studied data from over 10,000 merchants who use Gorgias and found that customers who place more than one order end up generating 300% more revenue. While these repeat shoppers only make up 21% of most brands’ total customer base, they make up 44% of overall revenue. 

Repeat customer size (21% of customer base) vs. revenue (44% of overall revenue)
Source: Gorgias

Happy customers are the best fuel for growth. They leave reviews, generate referrals, place large orders, and provide monthly recurring revenue at a much lower cost than first-time shoppers. 

Email boasts the highest conversion rate for Shopify stores with a rate of around 4.29%

According to data from BuiltWith, email marketing remains the most effective way to generate ecommerce sales. Marketing emails from Shopify sellers convert at a rate of about 4.29% — higher than SMS marketing, social media marketing, and pay-per-click advertising. While email may seem like outdated technology, it's one that the vast majority of your customers still use daily. As a result, email campaigns remain the most effective marketing tool that online businesses have at their disposal.

Related reading: Learn more email marketing automation tips that drive sales (without driving your customers crazy).

70% of shopping carts get abandoned before checkout

According to Baymard Institute, 70% of shopping carts never turn into orders. The rate jumps up to nearly 86% on mobile devices, too. The most common reason for abandoned purchases is unexpectedly high pricing for shipping and other fees, and many of the other top reasons include speed bumps in the checkout process:

Reasons for cart abandonment during checkout
Source: Baymard Institute

If you’re trying to reduce your cart abandonment rate, take advantage of Shopify POS’s simplicity and eliminate any unnecessary steps. Also, do everything possible to offer free or reduced shipping, and advertise it across your website. 

Related reading: Learn how to reduce and recover abandoned carts on your Shopify store.

The top-performing brands on Shopify have revenues of over $10 billion

Many brands use Shopify to generate massive amounts of online sales — so much so that Shopify has processed billions of dollars in sales in the past few years alone. Recent research shows that the total annual revenue for all Shopify stores in 2021 was a little over $4.6 billion. If you add this 2021 gross merchandise volume (GMV) to all of the annual revenue totals since 2015, you get a little over $10 billion, so it's pretty apparent that Shopify has come to dominate the global commerce market.

Proactive live chat boosts average order value by 10-15%

Shopify stores that proactively reach out to customers to answer questions, provide support and discounts, and share recommendations motivate shoppers to place larger orders. According to Shopify data, average order value (AOV) rises 10-15% after a live chat conversation. And according to Gorgias data from over 10,000 merchants, proactive live chats can lift a brand’s overall revenue by 13%.

Proactive chats give shoppers the opportunity to ask questions, confirm shipping dates, and double-check sizes, all of which help reduce cart abandonment. And talking to a human agent before making a purchase enriches the experience customers have while shopping — much like an in-store shopping associate.

Proactive live chat to drive sales and spark customer conversations.
“Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and create sales.”

— Caela Castillo, Director of Customer Experience, Jaxxon

Learn more about the power of reaching out to customers in our ultimate guide to proactive customer service. 

Top online stores lead in customer experience (CX) 80% of the time

Great customer experience is one of the most impactful elements of a successful ecommerce brand. Customer experience is the entire process a customer undergoes, from first discovering your brand to purchasing and receiving your product. 

If your customer experience leaves customers satisfied and eager to do business with your brand again, your company's growth rate is bound to improve. In fact, companies that prioritize the customer experience outperform those that don't 80% of the time, according to Shopify.

Benefits of Shopify customer service

Looking to boost your revenue? (Who isn’t?) Check out our CX-Driven Growth Playbook, which shares 18 tactics to improve CX and lift revenue, from data of over 10,000 merchants who use Gorgias.

The cost of acquiring a customer is 60% higher than 5 years ago

One well-known rule of business is that acquiring new customers is always more expensive than marketing to your existing customer base. Unfortunately, this rule is now more true than ever thanks to the rising customer acquisition costs. Today, the cost of acquiring a new customer is roughly 60% higher than it was five years ago. 

With customer acquisition costs continuing to rise, retaining the customers you acquire and maximizing your average customer lifetime value is key to maximizing growth without dumping your entire budget into marketing spend.

Value of customer retention compared to customer acquisition

Paid advertising for Shopify stores may be 15%-20% less effective

For a long time, pay-per-click advertising was the cornerstone of digital marketing. But it didn't take long for consumers to become so saturated with online ads that they mostly ignored them. Today, paid advertising for Shopify stores is not nearly as effective as it used to be. Shopify cites research that shows that paid advertising is now 15%-20% less effective for most online sellers than it was at the height of its performance.

Using Shopify Inbox for support and sales? See why Gorgias is the top Shopify Inbox alternative.

Customers are twice as likely to purchase an item that offers a 3D image

One of the few drawbacks of the global ecommerce market is that buying products online doesn't allow customers to see the product for themselves before purchasing it. Using 3D images, augmented reality, and virtual reality are just a few effective ways to bring your products to life and give your customers a better idea of what they are getting for their money. 

According to Shopify, 3D images alone make customers twice as likely to purchase a product. “Costs of [photoshoots] add up,” said Ryan Walker, co-founder of HORNE furniture. That’s part of the reason HORNE uses AR to show off products such as the Serge Mouille lamp. 

3D/AR product image
Source: Shopify

Most Shopify stores see 20% more tickets during Black Friday and Cyber Monday

According to historical data from over 10,000 merchants who use Gorgias, most brands experience a 20% bump in customer support requests during the holiday season. Usually, the biggest increase is standard-fare questions, such as shipping questions, return requests, and “Where is my order?”

This is an especially daunting challenge for brands without a helpdesk because they don’t have the tools to: 

And while those teams are racing to answer piles of repetitive tickets, they can’t quickly answer urgent pre-sales questions and end up losing sales. If this sounds like you, take a look at how Gorgias integrates with Shopify to help ecommerce brands provide better customer service and drive revenue. 

Check out our ultimate guide to Black Friday Cyber Monday (BFCM) to learn strategies to deal with that spike, maintain a great customer experience, and retain customers in the first quarter of the following year (and beyond).

📚 Related reading: Black Friday/Cyber Monday trends and statistics

Statistics about Shopify stores

As the biggest ecommerce platform, Shopify stores boast some pretty impressive numbers — no matter what you sell. Here are a few Shopify stats that shed light on what you can expect from hosting your store on Shopify.com.    

Total sales on Shopify are an estimated $543 billion

Since the platform launched in 2006, the total number of Shopify sales has climbed to an estimated $543 billion. While this is just a percentage of all ecommerce sales, it's a sizable percentage nonetheless. Today, Shopify's market covers customers worldwide, and Shopify stores generate billions of dollars in sales each year.

There are over 4 million ecommerce stores built by Shopify

One key indicator of Shopify's growth is the number of Shopify stores created since the platform's launch. Today, there are over 4 million ecommerce stores built by Shopify, spanning countless countries, languages, and industries.

Over 2 million merchants use a Shopify platform

In 2022, over 2 million merchants used Shopify to create and host their online stores. Given that there are about twice that many live websites built using Shopify, this means that each merchant creates an average of two unique Shopify websites.

In the spring of 2022, the average Shopify customer’s revenue per shopper was $90

A July 2022 survey of 2,608 Shopify stores finds that the average total revenue a Shopify merchant earns per shopper is $90. This means that as a Shopify merchant, you can expect about $90 in Shopify revenue for each customer you acquire — if your store falls in the median range. The top 10% of Shopify stores, meanwhile, generate an average revenue of $343 per customer.

There are more than 100 website themes available to Shopify users

Shopify themes are a big part of what makes the platform appealing and are one of the most important of Shopify's merchant solutions. When you create your Shopify store, you will have over 100 different unique website themes to choose from that allow you to customize the look and layout of your site.

This wide range of themes makes it easy to create a website that perfectly matches your company's branding and helps set your brand apart from the competition.

Ready to refresh your Shopify store? See our picks for the best 32 themes based on our analysis of over 13,000.

The average cost of a shipping container is now over $10,000 — four times higher than a year ago

The rising costs of shipping services these days is one of the most concerning ecommerce statistics. Simply purchasing a single shipping container now costs an average of $10,000, and this doesn't even factor in additional transportation expenses such as carrier rates and demurrage/detention fees. The rising cost of shipping services highlights the importance of cost-effective supply chain management, which Shopify strives to help its users achieve.

On the topic of shipping, 66% of ecommerce customers expect it to be free. Check out our helpful guide to find out how your ecommerce business can continue to offer free shipping — despite rising shipping costs.

Shopify Fulfillment Network benefits

Trying to improve your shipping and fulfillment? Read our review of Shopify Fulfillment Network to see whether it could be the right solution for you. 

Statistics about the Shopify company

Shopify has come a long way since being founded in 2006. Today, Shopify and Shopify Plus are used by merchants all over the world, who sell products on their own sites as well as Facebook, Instagram, eBay, Amazon, and more.

Here are six Shopify statistics and trends that show just how far the platform has come in the past two-and-a-half decades.

Shopify has over 8,000 apps in its app store

Utilizing third-party apps and integrations is one of the best ways to optimize your Shopify store. Thankfully, Shopify offers plenty of these third-party apps to choose from. With over 8,000 apps available on the Shopify app store, you shouldn't have any trouble finding the solutions you need for marketing, sales, customer support, order fulfillment, and beyond.

Shopify Apps

If you’re a Shopify store owner looking for new apps to improve your ecommerce website, check out our lists on:

Shopify has over 10,000 employees

When Shopify first launched, the company only had five employees. Today, over 10,000 people work for Shopify. These employees fill many roles: designers that develop new Shopify themes, engineers that keep the platform's software updated, marketing professionals who help market the Shopify platform to ecommerce sellers, etc.

Shopify has over 780 experts in its network

Along with offering thousands of third-party apps in the Shopify app store, Shopify also provides its merchants access to a network of over 780 third-party agencies and freelancers known as "Shopify experts." These Shopify experts help with marketing and sales, store design and setup, content writing, branding, and a range of other services. Best of all, each freelancer (and agency) in the Shopify expert network is handpicked by Shopify to guarantee quality services.

Shopify's valuation is around $50 billion — a nearly $49 billion increase from its IPO

In August 2022, Shopify reached a valuation of $50.07 billion, marking almost a $49 billion increase over Shopify's $1.27 billion valuation when the company went public on the New York Stock Exchange in 2015. This highlights how large a share of the global commerce market Shopify has claimed over the past seven years. While Shopify is the most popular platform in the US, it ranks fourth globally with 10% of the global market share, according to Statista — higher than Amazon! If you combine Shopify and Shopify Plus, the total market share is around 12%.

Shopify’s stock has seen a sharp decrease (76%) in 2022 compared to last year, likely due to the economic slowdown. However, experts want to remind merchants that Shopify’s growth is still steady — this drop is largely a come-down from unprecedented growth in previous years, a result of the massive spike in online shopping caused by the pandemic.

Shopify market capitalization until 2022

Are you shopping for a new ecommerce platform? Check out our posts comparing Shopify with Magento, BigCommerce, and Shopify Plus. 

Some key brands that use the Shopify platform include GymShark, Heinz, Lord & Taylor, and Crate & Barrel

When most people think of Shopify, a small ecommerce business is probably the first thing that comes to mind. While it's true that Shopify strives to make its platform an ideal solution for companies of all sizes, many massive brands use Shopify Plus. Along with GymShark, Heinz, Lord & Taylor, and Crate & Barrel, a few other notable brands that use Shopify websites include Pepsi, Tesla, Nestle, and Staples.

Looking to keep up with top ecommerce brands? Check out our review of Shopify Plus, which powers most of the largest merchants on the platform. 

Shopify recently launched LinkPop, a customizable link-in-bio tool

Shopify is constantly working to develop new tools for its merchants, and LinkPop is one of the platform's latest offerings. With LinkPop, Shopify merchants can easily add shoppable links to their social media bios and turn their social media profiles into additional online shopping avenues. 

LinkPop: Shopify's new link-in-bio tool
Source: Shopify

Statistics about global ecommerce

After being founded in Canada, Shopify has expanded into a global ecommerce platform. Today, sellers all over the globe use Shopify and the brand has become a pillar of modern ecommerce.

Shopify has expanded to exist in 175 countries

Since 2006, Shopify has expanded to offer its platform to sellers in over 175 different countries, including Canada, Australia, New Zealand, the United Kingdom, and China. No matter where you are located in the world, you'll be able to build a professional ecommerce store using Shopify.

Shopify is available in 20 different languages

Shopify offers sellers the ability to create websites in over 20 different languages. This lets sellers select their preferred language so that all of the instructional content on the admin side of their store is in their native tongue. It also means that if you're a Shopify store owner, you can create multiple versions of your website to target customers in various locations. 

You can even use third-party tools like Langify to detect a visitor's native language and automatically translate your website's content into that language when they load it on their browser.

Global ecommerce sales are expected to hit $7 trillion by 2025

The final ecommerce statistic that we want to look at highlights just how much opportunity there is for ecommerce sellers in the coming years. Shopify cites projections that the global ecommerce market will hit $5.5 trillion in 2022, and further projections estimate that global ecommerce sales will reach a total of $7 trillion by 2025. If both figures turn out to be accurate, online retail will account for a little under a quarter of all retail sales in 2025.

Accelerate your customer support by 20%+ and see a sales boost by 5%+ with Gorgias

Keeping up with Shopify trends and statistics can be a useful way to inform your ecommerce strategy. Of course, seeing positive data come from your own company is even more rewarding.

Gorgias is a customer service platform purpose-built to integrate with customer support platforms like Shopify. With Gorgias, online sellers can automate around 20% of their customer support and see an average sales boost of more than 5%. Our integration with Shopify allows agents to edit Shopify orders, see a customer’s entire Shopify order history (and more), and automatically pull up-to-date Shopify data (like order status and estimated arrival date) — all without leaving the helpdesk. Learn more about how our Shopify integration contributes to a customer service program that moves fast and drives sales.

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Shopify
Black Friday Trends Statistics

Black Friday Trends: What The Statistics Tell Us About BFCM & Ecommerce

By Lauren Strapagiel
9 min read.
0 min read . By Lauren Strapagiel

Every year, Black Friday and Cyber Monday trends shift, but one thing is for sure — it’ll be the biggest US shopping event of the entire year and the start of the holiday shopping season.

The last few years have been particularly dynamic given the impacts of the COVID-19 pandemic and the supply chain issues that followed. After that came record-high inflation. All of this has had a deep impact on how we shop.

Those factors make it especially important to dial into this year’s Black Friday trends. By looking at data from past years and predictions about the upcoming year, you can better prepare for the holiday shopping season and even tap into shopping trends that could shape your whole ecommerce business, year-round.

How is Black Friday–Cyber Monday 2023 shaping up?

The big question is: will BFCM ecommerce see big sales in 2023? All the data we have indicates that yes, 2023 Black Friday shopping will be bigger than ever.

The pandemic had a marked impact on BFCM ecommerce sales. While many chose to stay home and shop online in 2020, US shoppers were more willing to venture outside in 2021. As a result, ecommerce sales dipped from $9.03 billion in 2020 to $8.92 billion in 2021, according to Adobe Analytics.

But in 2022, ecommerce sales bounced back, with a record-setting $9.12 billion spent online in the US. With shopping habits stabilizing from pre-pandemic levels, we can predict another record-setting year for online retailers in 2023.

Black Friday sales from 2020 to 2023.

The total spent per person rose in 2022, too. According to the National Retail Federation, it was predicted that the average person planned to spend $833 — an increase from 2021.

The takeaway here is that you should be prepared for the biggest BFCM to date.

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12 Black Friday statistics

Every bit of BFCM data offers insights into what to expect for 2023. Retail sales give you an idea of the overall volume, and more niche data like the percentage of mobile sales or marketing trends tell you how best to prepare your presence online.

Let’s go over trends that have emerged in recent years and discuss what they mean for your ecommerce business.

1) Cyber Monday is the biggest day for ecommerce

As mentioned above, a record $9.12 billion was spent online in the US on Black Friday in 2022. For in-person sales, Mastercard reported an increase of 12% in consumer spending in-store for Black Friday 2022.

Cyber Monday remains the biggest shopping day for ecommerce, however, with $11.3 billion spent in the US in 2022, according to Adobe. That’s compared to $10.7 billion in 2021. 

For context, a regular day in the US sees about $2 to $3 billion in online sales, CNBC reported. Over at Amazon, sales were also far above average, with 128% more revenue generated on Black Friday. The only other event that compares is Prime Day.

Comparison between online sales on an average day ($2-3 billion) and online sales on Cyber Monday 2022 ($11.3 billion)

All of that accounts for a record 196.7 million Americans who bought something, according to the NRF.

What this means for you

  • Black Friday will be big, but Cyber Monday will be bigger — expect more orders and a higher volume of customer support inquiries
  • Plan your best discounts for Cyber Monday

2) BFCM has spread internationally

Black Friday and Cyber Monday seem like a uniquely American phenomenon, and that is certainly how it started. Black Friday, after all, is always the day after American Thanksgiving and marks the beginning of the US holiday season.

However, sales have spread across borders. Behind the US, Canada and the UK have the highest sales for BFCM, according to Shopify. London, UK is one of the top cities for BFCM shoppers worldwide, alongside LA and New York City.

A calculator illustration over an image of Earth

Even within the US, BFCM excitement and spending varies. According to Finder, BFCM is most popular in Northeastern states like New York, Pennsylvania, and Massachusetts where 59% of people planned to shop oN BFCM. That’s compared to 46% of shoppers in the western portion of the US. 

What this means for you

  • Localize Black Friday deals for online shoppers in different regions
  • Even if you’re not located in the US, consider running BFCM deals as you’re likely to see increased sales

3) More purchases are made on mobile

More BFCM purchases happen on a mobile device than ever before. According to Shopify, 73% of sales for merchants on the platform during BFCM were made by mobile in 2022, compared to 71% in 2021.

An image of a phone displaying a #1 medal and the fact "73% of BFCM purchases happened on mobile in 2022"

Interestingly, the prominence of mobile varies throughout the BFCM weekend Adobe reported that 55% of sales came from mobile devices on Thanksgiving — likely because people are celebrating with their families and not sitting at a computer. That’s compared to 43% on Cyber Monday when people are back to work and shopping on a desktop.

What this means for you

  • Ensure your site is optimized for a mobile shopping experience
  • Make sure your chatbot is available on mobile and anticipate customer service requests from social as well

4) Buy Now Pay Later is a conversion tool

There are now several Buy Now Pay Later (BNPL) service providers available, and consumers are happy to take advantage of them. According to Adobe, BNPL use rose 85% during BFCM compared to the week before in 2022. As well, BNPL revenue rose 88%.

It’s worth noting that BNPL is a proven conversion tool — according to RBC Capital Markets, BNPL can increase conversions by 20% to 30%.

What this means for you

  • Offer a variety of BNPL options on your site, such as Klarna, Afterpay, and Affirm

5) Toys and electronics reign supreme

A graph of the top-selling items during BFCM with toys, electronics, and computers ranking the highest.

Looking at the most popular items sold during BFCM, it’s clear the trend is that people use BFCM for holiday shopping, especially for kids.

Toys had the biggest boost on Cyber Monday in 2022, with ecommerce sales in the toys category growing 684% compared to an average day in October. Next, electronics sales were up 391% and computers were up 372%. Other categories with significant boosts include sporting goods, appliances, books, and jewelry.

What this means for you

  • Anticipate needing higher inventory for toys and electronics
  • Target your discounts for these popular categories

6) Average order totals are rising

According to Shopify, the average order total for BFCM in 2022 was $102.10 — up slightly from $100.70 in 2021.

Comparison of Black Friday average order value in 2021 and 2022

Last year, shoppers were more concerned about inflation, but those concerns have eased into the latter half of 2023. From that, we can predict that the average order total will rise in 2023.

What this means for you

  • Your site should be optimized to recommend related items before checkout
  • Prioritize bundles for your deepest discounts

7) All of Cyber Week will get a lift

The BFCM shopping event peaked on Black Friday in 2022 at 12:01 p.m. EST, with sales of more than $3.5 million per minute, according to Shopify. Traditionally, however, Cyber Monday is the biggest day for online sales across all sites.

Illustration of a stopwatch and the fact "$3.5m - That's how much is sold every single minute during BFCM."

But it’s also worth noting that the Black Friday weekend sees an uptick in shopping, including Thanksgiving Day itself and the Saturday and Sunday between Black Friday and Cyber Monday. The whole shebang is referred to as Cyber Week. Even Thanksgiving Eve sees higher revenue, according to Adobe.

It doesn’t stop there. Even the week before BFCM sees a lift. According to Amazon, sales on the site increased 185% in the week leading up to BFCM.

What this means for you

  • Save your best deals for Cyber Monday when they’ll be most expected, but also run promotions through the entirety of Cyber Week

8) Curbside pickup is dropping

As shoppers feel more comfortable with in-store shopping, online orders for in-person curbside pickup have actually decreased over the past couple of years.

According to Shopify, In 2022, 13% of online orders on both Thanksgiving and Black Friday took advantage of this service, for those stores that offer it. That’s down from 21% in 2021. On Cyber Monday, it was 17% of orders, down from 18% in 2021. 

What this means for you

  • Expect the majority of your online orders to be for delivery
  • If you offer curbside pickup, you can safely dedicate less resources to this service than last year

9) Crossborder sales remain steady

Shopify reported that 15% of BFCM sales were cross-border (bought from one country and shipped to another) in 2022 — the same as in 2021. Most of this activity was orders going from the US to Canada, Canada to the US, and the UK to the US. This makes sense as these are also the countries where BFCM sales are most prevalent.

What this means for you

  • Focus your localization efforts on the US, Canada, and the UK
  • Don’t surprise international shoppers with higher-than-expected shipping fees, as this can lead to cart abandonment. List your international shipping rates up front and include duties where possible

10) Discounts have hit record highs

Adobe reported that discounts hit record highs in 2022, peaking at an average of 25% off the listed price on Cyber Monday. Some categories saw deeper discounts than others, such as 34% off toys, 20% off computers, and 18% off apparel.

Average Black Friday discounts comparison

What this means for you

  • Black Friday shoppers wait for BFCM to make purchases and expect big discounts, so a simple 5% or 10% off may not be attractive enough
  • Save your best discounts for Cyber Monday

11) Paid search is the top digital marketing strategy

According to Adobe, paid search was the biggest driver of sales during Cyber Week, accounting for 28% of online sales. However, owned channels like email and SMS were also important.

Omnisend reported that brands sent 68% more SMS on Black Friday, resulting in a 57% increase in orders.

What this means for you

  • With paid search so competitive, take advantage of SMS and email marketing to communicate your discounts to high-intent customers

5 Black Friday trends and projections

Here’s what we can predict for BFCM 2023 — and how you can prepare.

1) Customers expect big discounts

Although inflation is waning, shoppers will still be reeling from its effects compared to pre-pandemic times. We know that holiday shoppers wait for BFCM discounts to save money, so they’ll be expecting big discounts.

Offering great deals is important, but so is doing that in a way that protects your revenue. A great idea is to concentrate your best discounts on bundles — that increases your AOV while still being attractive to bargain hunters.

2) Biggest Black Friday Cyber Monday yet

All indications point to BFCM 2023 being another record-setting year. Ecommerce sales bounced back in 2022 compared to 2021. Given that trajectory, we can anticipate that 2023 will be the biggest BFCM ever.

The last thing you want is to be caught without enough inventory to meet demand. Take a look at sales from last year and plan accordingly for the increased demands of BFCM logistics.

3) Mobile will be huge

Online orders made by a mobile device have reliably risen each BFCM, and 2023 should be no different. Ensure your website performs well on mobile, including testing your site on different devices such as smartphones and tablets.

Knowing people will be shopping from their phones means that’s also an opportunity for marketing. Ahead of BFCM, encourage customers to sign up for SMS reminders or push notifications if you have a shopping app. That way they’ll be the first to know about deals and can click to shop immediately.

4) Marketing efforts will start early

With more competition for shoppers than ever, you’ll want to start preparing your BFCM marketing campaigns early. Start planning your campaign during the summer, including determining your discounts, prepping social media posts, and creating a calendar of SMS and email sends. Start communicating and teasing your offers at least a month before BFCM.

As well, your SEO efforts should start early, in the summer. Optimized pages take time to rank on search results pages, so start sooner rather than later.

5) Prepare for a week-long extravaganza

BFCM is a marathon, not a sprint. The extravaganza starts on Thanksgiving Eve and lasts for a week. It even extends through January, as the influx of gifts purchased on BFCM gets opened and returned. 

Ahead of Cyber Week, stress test your website to ensure it can handle increased traffic over the week. Also, create contingency plans — what will you do if your top seller runs out? Prepare for the worst, just in case.

How to navigate the upcoming BFCM holiday

More orders will inevitably mean a higher volume of customer inquiries and you need to be ready. Gorgias can give you a helping hand with BFCM customer support.

You’ll be receiving customer inquiries not just through email, but through your social media channels. Gorgias’ customer service helpdesk pulls all inquiries into one place, saving your team time and making sure no customer messages fall through the cracks.

Gorgias also offers a range of self-service features, including (but not limited to):

Gorgias automations can also help you streamline returns requests. More orders in the holiday season means more BFCM returns, which can be time-consuming and expensive for your team. Using the chatbot, customers can initiate their own returns or be directed to an exchange instead. You can even integrate Gorgias with a returns platform like Loop Returns, to automate the returns process and keep your customer service team in the loop.

Having these solutions in place ahead of time will ensure a smooth and successful BFCM.

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Black Friday—Cyber Monday (BFCM)
Black Friday Marketing Ideas

18 Proven Black Friday Marketing Ideas and Strategies

By Fadeke Adegbuyi
24 min read.
0 min read . By Fadeke Adegbuyi

For ecommerce store owners, Black Friday is an opportunity for record-breaking revenue, website traffic, and engagement. But relying on the same-old marketing tactics is a losing strategy. 

According to Shopify's 2023 commerce trends report, new laws and regulations around consumer privacy are posing challenges for online retailers. Specifically, paid ads are increasingly more expensive (and less effective). Since 2021, Facebook ad costs have increased by 89% and TikTok ad costs are up 92% — with worse performance than ever before.

In this article, we’ll guide you through the process of reimagining your Black Friday marketing strategy to be more affordable and effective. By embracing innovative promotion ideas — like influencer collaborations and chat commerce — you can stand out from the crowd and achieve your Black Friday — Cyber Monday revenue goals.

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Black Friday website preparation checklist

While innovation is the theme of Black Friday 2023, some things will never change. And one of those everlasting truths is that your website has to work. 

A poorly optimized website may result in slow loading times, crashes, or technical glitches that deter visitors from completing their purchases. To prevent these setbacks, and position your website for success, this section provides a Black Friday website preparation checklist. 

Address technical website issues

A smooth and responsive website is essential to provide a seamless shopping experience and maximize your conversion rates. Slow loading times, broken links, or checkout errors can frustrate and deter customers. Prioritizing technical website improvements ensures a glitch-free Black Friday.

  • Conduct a thorough website audit to identify and resolve performance issues
  • Optimize images and code by compressing image files and eliminating unnecessary scripts for faster website loading.
  • Test the website’s mobile responsiveness across different screen sizes and operating systems.
  • Implement caching mechanisms, upgrade hosting plans, and stress-test your website to handle increased traffic. 
  • Create straightforward navigation by categorizing products intuitively and incorporating user-friendly menu layouts.
  • Streamline the checkout process by minimizing steps, employing guest checkout options, and providing a variety of payment methods.
  • Prominently display a helpdesk chat widget or contact information for customer support. 

Focus on mobile performance

A significant portion of shoppers browse and purchase from their smartphones — as reported by Pew Research, 76% of U.S. adults indicate that they have made online purchases using a smartphone. As a result, a mobile-friendly website is paramount for ecommerce business owners. 

By focusing on mobile optimization, you’ll enhance user satisfaction, reduce bounce rates, and maximize conversions on Black Friday.

  • Ensure your website is responsive, loads quickly, and offers a seamless user experience across various mobile devices. 
  • Optimize images and code, implement mobile-specific design elements, and simplify navigation and checkout processes for smartphones and tablets. 
  • Test on different mobile devices, browsers, and screen sizes to find and fix any issues. 

Triple-check promotions, discounts, and prices 

Accurate promotions, discounts, and prices maintain customer trust and avoid legal issues. Ahead of Black Friday, be sure any active promotional materials and prices are up-to-date and accurate.

  • Review and update all promotional materials to ensure accurate pricing.
  • Test discount codes to verify their functionality. 
  • Prioritize quality checks across your online store, product listings, and checkout process to ensure consistency and accuracy. 
  • Provide clear terms and conditions for promotions and discounts.

Finetune your product descriptions

Craft compelling and persuasive product descriptions to help captivate shoppers and drive conversions. Thoughtful descriptions can tell a story about each product, highlighting key features and complementing your product photography and pricing. 

  • Check that your product descriptions are accurate, concise, and engaging. 
  • Incorporate persuasive language, emphasize unique selling points, and clearly communicate any Black Friday-specific offers or discounts. 
  • Complete an audit to address inconsistencies or errors, update outdated information, and ensure consistency across all product listings. 

Start your SEO strategy early

Prioritizing your ecommerce SEO strategy months ahead of Black Friday will ensure your website ranks prominently in search engine results and attracts organic traffic. SEO results aren’t immediate, but the long-term payoff is substantial. 

  • Research keywords to identify relevant Black Friday-related terms and incorporate them strategically into your content, meta tags, and product descriptions. 
  • Improve your website’s technical SEO by increasing website speed and mobile responsiveness to enhance user experience.
  • Leverage internal and external linking to boost visibility and authority. 
  • Optimize your site structure and URL hierarchy for better indexing. 

Update your product images

Product images help your brand make a strong visual impact and entice customers to make purchases — especially during Black Friday, when customers see endless feeds of products. High-quality images can significantly enhance the appeal of your products, differentiate your brand, and increase trust among potential buyers. 

  • Refresh your product images to represent your current offerings, showcase key features, and highlight any Black Friday-specific details or discounts. 
  • Invest in professional ecommerce product photography or consider using UGC lifestyle images that showcase products in real-world contexts. 
  • Optimize image sizes for fast loading speeds and to ensure mobile responsiveness. 

Optimize your product categorization

Great categorization improves the experience of navigating your website. Well-organized and intuitive product categories enable shoppers to find what they’re looking for quickly, reducing frustration and increasing the likelihood of conversions. 

  • Review your current ecommerce product categorization structure to ensure it aligns with the needs and preferences of your target audience. 
  • Streamline categories, eliminate duplicates, and create clear hierarchies. 
  • Incorporate relevant filters and sorting options to allow customers to refine their search results.

18 Black Friday marketing ideas (with examples) 

Diverse marketing tactics are key to unlocking unprecedented success for your online business this holiday season. Black Friday can be a make-or-break affair for brands. It’s tempting to stick with what’s tried and true. But without innovating on your marketing strategy, outsized growth remains a distant reality. 

Lean into the challenge, pay attention to Black Friday trends, experiment with strategies that might feel daunting, and seize the chance to redefine what’s possible for your brand this year. 

1) Embrace social commerce selling 

In 2022, Meta reported that Instagram Shop has a potential audience of over 187.6 million people. This statistic points to the rising importance of social commerce for ecommerce brands. 

Rather than relying solely on websites, businesses can expand their reach and sell products directly on platforms like Instagram and TikTok. From the simplicity of shoppable social posts to the interactive environment of live selling events, meet customers where they are on Black Friday. 

Tips for embracing social commerce selling:

  • Explore different social commerce platforms. While Instagram and TikTok are go-to social commerce for brands, branch out to platforms like Pinterest, Snapchat, and Twitch. 
  • Create engaging content. Go beyond hashtags and typical social media marketing. Leverage the content-driven nature of these platforms to develop engaging videos, images, and live streams.
  • Lean into omnichannel ecommerce. Provide a unified and consistent Black Friday shopping experience. Whether the customer is on your website or social media, they should feel a sense of continuity. 

2) Use SMS marketing to create urgency

SMS marketing is a unique opportunity for ecommerce companies to instill urgency and excitement in their Black Friday promotions. A 2023 survey of 1,400 consumers, business owners, and digital marketers found that 80.5% of consumers check their text notifications within five minutes of receiving a text. The immediacy of SMS allows for real-time notifications about flash sales or limited-time offers.

Jaxxon, a men’s jewelry brand, encourages website visitors to sign-up for SMS updates ahead of Black Friday, incentivizing sign-ups with the promise of upcoming deals and discounts. Their dedicated landing page for SMS sign-ups is also SEO-friendly, surfacing as a top search result for “Jaxxon Black Friday.” 

Jaxxon website with a Black Friday Sale sign-up banner

Tips for using SMS marketing to create urgency: 

  • Use promo codes and dedicated landing pages. Send unique promo codes or links to dedicated landing pages via SMS. This gives customers an easy, direct route to redeem their Black Friday — Cyber Monday offer.
  • Send pre-purchase and post-purchase real-time updates. Leverage the immediacy of SMS to provide customers with updates about your promotion and their purchases after the fact. That includes order confirmations, shipping updates, and delivery notifications.
  • Adhere to legal compliance and consent. Before launching your SMS campaign, ensure you have obtained proper consent from customers. Your strategy should comply with all applicable laws and regulations.

3) Partner with influencers and creators 

Influencer marketing is a powerful tool for ecommerce companies to leverage large existing audiences to find new customers. A survey of 500 millennial and Gen Z consumers found that 71% of shoppers are likely to purchase a product because of influencers.

Glossier, a cosmetics and skincare brand, partnered with the creator Pamyla Cummings on BlackFriday to share her Glossier holiday gift guide. They simultaneously pointed social media users to their 30% off sale, complementing her recommendations with their deal. 

Screenshot of a Glossier Instagram video featuring an influencer promoting a sale

Tips for partnering with influencers and creators:

  • Choose the right influencers. Ecommerce influencers with a household name may be too expensive for most brands. However, micro-influencers often have a loyal following and high engagement, offering affordable and effective partnerships for small businesses.
  • Trust the creator. Rather than being prescriptive, allow the creators you partner with to guide the development of promotional content. They know their audience best and will understand how to get them interested in your product or brand.
  • Track the partnership using promo codes and referral links. Monitor your sales, website traffic, and brand awareness during and after an influencer promotion. This will inform future influencer marketing strategies. 

4) Rethink your promotional email campaign 

An email marketing campaign is an important part of your overall Black Friday marketing strategy. A study conducted by Litmus found that email drives an ROI of $36 for every dollar spent. 

With direct access to inboxes, ecommerce companies can establish a direct link to customers with customer service email marketing. Aim to stand out in a sea of promotional emails during Black Friday. Find the delicate balance between intriguing subscribers with early promotion news and overwhelming their inboxes.

Magic Spoon, a brand creating high protein and no-sugar breakfast cereal, sent out three emails as part of their Black Friday email promotions: an early bird email on Wednesday, a 25% promotional offer on Black Friday, and a final reminder email on Sunday, ahead of Cyber Monday. They coupled their promotional discount with a gift, sharing all the details with their email subscribers and featuring a clear call to action. 

Magic Spoon email campaign with a discount code

Tips for planning a promotional email campaign: 

  • Craft a compelling email subject line. Make your subject line catchy, relevant, and intriguing enough to entice the reader to open it. Try A/B testing to discover what resonates. Review your analytics to see what headlines have performed well before. 
  • Segment your email list. Cater to individual needs by segmenting your email list based on customer behavior, preferences, and purchase history. This allows you to personalize messages, increasing engagement.
  • Optimize for cross-platform reading. Ensure emails are responsive and mobile-friendly. 

Use your support emails to drive Black Friday promotion

Your company sends more than just marketing emails. Your customer service emails — from issue resolution emails to product troubleshooting communication — are another opportunity to drive awareness of your upcoming Black Friday promotions. 

Use Gorgias’ PS Macros to drive sales at the bottom of your support emails. Build up your Macro library ahead of Black Friday, testing different email post-scripts and tracking their performance. 

5) Use chat campaigns to promote Black Friday offers

The old-school understanding of chat is reactive: You receive questions and respond with answers. You can also use your chat widget to proactively reach out to visitors with chat campaigns. 

For example, Gorgias Chat Campaigns send prospective customers information about exclusive sales, bundles, or reminders — in the flow of shopping. This Black Friday, set up a chat campaign offering discounts or coupon codes to website visitors, converting browsers into buyers. 

For example, bidet brand TUSHY programs a chat campaign on the homepage, which pops up to advertise their “Brown Friday” promotion. A similar campaign is set for each of their product collection pages, promoting the offer and boosting conversion. 

Gorgias chat campaign settings

Tips for using chat campaigns to promote Black Friday offers:

  • Set specific campaign parameters. When building a chat campaign, choose when and where a campaign on your site is trigged. For instance, your message can pop up after a visitor spends more than 30 seconds in their online shopping cart or when a visitor is about to exit a page. 
  • Capture interest with a deal. Grab attention with a compelling offer — a secret sale, a meaningful discount, or a free shipping reminder. 
  • Set business hours. Automated chat campaigns can fire 24/7, but you don’t have to offer live chat 24/7 (or at all). With Offline Mode, you can deactivate the live chat function of your widget, so customers won’t respond to the campaign and get confused when nobody responds.

6) Share behind-the-scenes preparation on TikTok

As of 2022, TikTok has over 1.4 billion users but remains underutilized by brands who feel more at home on Facebook and Instagram. This holiday shopping season, create vertical videos that spotlight your employees preparing for Black Friday, sharing behind-the-scenes preparations on TikTok. The casual feeling of the platform offers an excellent opportunity to humanize your brand by providing a candid view of your team in action. 

Kulani Kinis, a swimwear brand, leaned heavily into TikTok marketing for Black Friday 2022, creating nearly half a dozen videos to promote their sale. Amongst them was a video from their Ecommerce Coordinator, JJ, who provided details about discounts and showcased some of her favorite picks from their Fever Dream collection. 

Screenshot of Kulani Kinis

Tips for sharing behind-the-scenes preparation on TikTok:

  • Get candid and embrace authenticity. Opt for real, raw content instead of polished, highly-produced videos. This authenticity resonates with TikTok users and enhances engagement.
  • Pack orders on camera. Combine ASMR with personalized content by packing customer orders for TikTok content, giving viewers a glimpse into your ecommerce business. 
  • Leverage the platform’s potential. With TikTok’s lack of a social graph and emphasis on the “For You” page, TikTok’s algorithm and the platform’s high virality potential make it a fertile ground for reaching a wider audience. Lean into trends, using popular sounds or meme formats for your brand’s TikTok. 

7) Partner with a brand-aligned charity or non-profit organization

A 2022 research study found that 82% of shoppers prefer a consumer brand’s value to align with their own. Furthermore, 66% of shoppers are seeking out eco-friendly brands and products. Partner with an aligned charity and donate a portion of Black Friday and Cyber Monday profits to appeal to conscious consumers and highlight what your brand stands for.  

Poppy Barley, an ethically-made, sustainable footwear and accessories brand, set a donation goal of $20,000 and committed 100% of the proceeds from their 2023 Black Friday sale to KidSport. This amount went towards funding 100 girls in sports, helping them develop confidence and leadership skills for the future. 

Poppy Barley website with a Black Friday Fund hero image

Tips for partnering with a brand-aligned charity or non-profit organization:

  • Choose a relevant partner. Identify a charity or non-profit that aligns with your brand values and showcases your commitment to causes your customers care about.
  • Communicate your intentions. Promote your partnership and donation plans on your platform to increase awareness.
  • Share post-sale results. After Black Friday and Cyber Monday, share the impact of the donations. This transparency boosts your brand’s credibility and builds trust with your customers.

8) Provide customers with mobile app-exclusive deals

If you have a mobile app or plan on launching one this upcoming holiday sales season, consider integrating it into your Black Friday promotion. Offer an exclusive Black Friday discount code to app users, incentivizing app downloads. This also establishes a direct channel for sending in-app notifications about future products and sales.

Tips for providing customers with mobile app exclusive deals:

  • Promote exclusive app discounts widely. Use your website, social media, and email newsletters to advertise the exclusive Black Friday deal available only to app users. 
  • Offer a unique discount code. If you plan on also providing a discount to website users, ensure that your app discount is unique to allow for tracking and analyzing results.  
  • Maximize in-app notifications. Use your app as a direct communication channel. Send in-app notifications about the exclusive deal, and later about new products and sales, to engage users continually.

9) Use your chat widget to automatically answer pre-sales questions

Customers abandon carts if they can’t find information about shipping and returns. Use your chat widget’s automation to answer pre-sales support questions for holiday shoppers browsing your website on Black Friday. 

Take advantage of a tool like Gorgias to create Quick Response Flows that automatically provide answers to these frequently asked questions.

For example, Loop Earplugs proactively educates customers about the product with questions like, “Can I still have a conversation wearing Loops?” to instill buying confidence: 

Loop Earplugs

Consider FAQs that answer questions about your promotions this Black Friday, too: 

  • Do you offer Black Friday/Cyber Monday deals?
  • Can I return or exchange items bought during the Black Friday/Cyber Monday sale?
  • Do you offer free shipping for Black Friday/Cyber Monday?
  • Can I use my Black Friday/Cyber Monday discount code for purchasing gift cards?
  • Can I use Black Friday/Cyber Monday codes on sale items?

Tips for using your chat widget to automatically answer pre-sale questions: 

  • Make your chat widget visible and accessible. Ensure the chat widget is easily noticeable and accessible on every page of your website — especially if you’ve changed your website theme for Black Friday.
  • Constantly update and refine your FAQ. As your Black Friday and Cyber Monday sales progress, keep updating your Quick Response Flows based on real-time feedback.
  • Train your team for the big day. Chat is a complement to your customer support on Black Friday, not a replacement. Make sure your team is equipped to handle more complex inquiries.

10) Offer free or discounted shipping

According to a 2023 commerce trends report from Shopify, people order about 2.5 items with free shipping, compared to less than 2 items with paid shipping. Additionally, people buy over $22 more on the median order with free shipping compared to paid shipping. Ecommerce companies can leverage this tactic on Black Friday to reduce purchase barriers, increase perceived value, and attract customers who make larger order sizes. 

Tips for offering free or discount shipping:

  • Market your shipping offer. Promote your free or discounted shipping on your website, email campaigns, and social media. Make it a central part of your Black Friday messaging to attract deal-seeking customers.
  • Set minimum order thresholds. Encourage larger order sizes by offering free shipping for orders above a certain amount to increase average order value.
  • Highlight the savings. Feature the discounted amount at checkout to ensure customers are aware of the savings they are making on shipping. 

11) Host a flash sale or hourly deals

Flash sales and hourly deals infuse a sense of urgency into your Black Friday marketing strategy, prompting customers to make quick purchase decisions. With each flash sale, showcase a carefully selected product or a curated collection, offering a significant discount or exclusive bundle. By limiting the availability of these deals to a short duration, you tap into customers’ fear of missing out, urging them to seize the opportunity before it expires.

Clothing brand Princess Polly used a broad discount alongside flash sales across Black Friday weekend, keeping website visitors informed about deals and creating urgency with a countdown timer. They also updated their homepage banner throughout the shopping weekend, having it read “FINAL HOURS!!” as the countdown neared the end of the sale. 

Princess Polly with a full-size Black Friday hero image stating

Tips for hosting a flash sale or hourly deals:

  • Set realistic discounts. Ensure that the discounts or promotions you offer during the event are attractive and meaningful to your customers while allowing your business to maintain profitability.
  • Use Countdown timers. Implement countdown timers on your site to underscore the time-sensitive nature of the deals and increase urgency.
  • Manage inventory Effectively. Prepare for the surge in demand by ensuring sufficient stock levels to prevent customer disappointment from sold-out items.

12) Delight buyers with a free gift per purchase

Include a gift with each purchase to enhance the customer experience during the Black Friday sales period. This marketing strategy distinguishes you from the competition while building brand loyalty and incentivizing larger purchases. 

A gifting gesture also creates a moment of delight that leaves a lasting impression, increasing the chances of repeat purchases and word-of-mouth recommendations. 

For Black Friday 2023, the skincare brand Topicals offered customers a free Faded Eye Deluxe sample on orders over $100. This promotional offer allowed customers to buy to buy their best-selling Faded cream, while also getting to try a newer complementary skin product offering for free. 

Topicals Instagram post promoting their Black Friday sales

Tips for sending off buyers with a gift per purchase:

  • Choose the right gifts. Ensure the complimentary gifts align with your brand and are likely to be appreciated by your customers. Small branded items (e.g. a tote) or samples of other products work well. Avoid large or delicate items that complicate your shipping.
  • Present the gift at checkout. Display the gift in the customer's cart at the point of checkout. This creates a positive surprise and reinforces the deal’s value to the customer.
  • Package to perfection. Pay attention to the presentation of the gift, using attractive and branded packaging that reflects the quality of your brand.

13) Release a brand-new product

While your business likely has more than enough happening during the busiest sales season of the year, unveiling a new product is a powerful magnet. The allure of discovering something new and exclusive, combined with the limited-time deals and discounts of the sales period, creates a compelling proposition for both new customers and loyal advocates. 

Tips for releasing a brand-new product:

  • Launch a hotly anticipated product. Opt for an offering that has been highly requested and validated by looking through customer requests. 
  • Incentivize first buyers. Offer limited-time incentives for the first set of customers who purchase the new product. This could be an extra discount, free shipping, or a complimentary item.
  • Use social media for showcasing your new product. Conduct a live unboxing or feature early customer testimonials to showcase what customers will receive. 

14) Offer product bundles and loot boxes

Product bundles and loot boxes offer customers a value-packed deal, combining multiple products or exclusive items at a discounted rate. The appeal of this Black Friday marketing strategy lies in the perceived value they receive. The bundled price is often lower than the individual prices of the included items. 

Bundles not only encourage customers to explore and try different products but also present an opportunity to showcase lesser-known items and drive sales for slower-moving inventory. 

Casper, a mattress company, bundled together and discounted a set of pillows and sheets for their Black Friday product special. Dubbed their “Comfy Bundle”, this offering also complements the mattresses and larger-ticket items that were on sale, too. 

Casper

Tips for offering product bundles and loot boxes:

  • Bundle complementary products. Combine products that naturally go together or enhance each other’s use, creating a complete solution. 
  • Offer surprise loot boxes. Build excitement by offering a loot box with mystery items. These boxes incentivize purchases by playing on the element of surprise.
  • Promote bundle savings. Communicate the savings customers gain from purchasing a bundle versus buying each product individually (e.g. “$50 value for $24.99”). 

15) Sell gift cards at a discount

Most ecommerce promotional offers explicitly exclude the purchase of gift cards. However, offering gift cards as an option on Black Friday extends a convenient solution for shoppers unsure about what to purchase or who may be purchasing presents for the holidays. 

Gift cards can lead to additional sales beyond the initial purchase amount, as recipients may spend more than the value of the gift card when redeeming it online or in-store. 

Tips for including gift cards as a product option:

  • Ensure prominent promotional placement. Ensure that gift cards are clearly displayed on your website, specifically highlighting them as a Black Friday offer. 
  • Offer e-gift cards and physical gift cards. Provide both options to accommodate customer preferences — e-gift cards for instant delivery and physical cards for a tangible gifting experience. 
  • Opt for attractive visuals. Create visually appealing graphics with custom imagery that showcase the gift cards. 

16) Use a tiered discount model

Implement a tiered discount model for your Black Friday promotions. This approach offers different levels of discounts based on the total order value, encouraging customers to spend more to unlock higher savings. Leverage this strategy to increase average order value and maximize sales during the Black Friday shopping frenzy.

Hive, a sustainable online grocery store, used a tiered discount model on Black Friday, advertising the offering prominently on their website. They offered customers 10%. 15%, or 20% off, depending on how much they spent. 

Hive website displaying varying discounts for different order totals

Tips for using a tiered discount model:

  • Set clear discount thresholds. Communicate the savings customers can unlock at each level to incentivize them to reach the next threshold.
  • Promote upgrades. Use banners, pop-ups, and email marketing to encourage customers to upgrade their carts and take advantage of higher discount tiers.
  • Offer limited-time incentives. Create a sense of urgency by making the tiered discounts time-limited. Encourage customers to complete their purchases within a specific timeframe to qualify for the higher discount tiers.

17) Create a product quiz to provide personalized product recommendations

Creating a product quiz to provide personalized product recommendations is a compelling way to drive sales (as well as upsells and cross-sells). This approach engages customers in a unique and interactive experience while helping them discover products that align with their needs. 

Additionally, it generates valuable data and insights on customer preferences, informing your future marketing efforts.

Dr. Squatch, an organic soap brand, offers a quiz year-round, including during Black Friday. The quiz is linked prominently in the top-bar navigation. And with just a few questions, the personalized quiz helps buyers choose the product with the best scent, exfoliation, and hair care for them.

Dr. Squatch

Tips for creating a personalized product quiz: 

  • Design relevant quiz questions. Tailor the quiz questions to align with the different product categories or segments you offer.
  • Link your quiz prominently. Brands like Dr. Squatch and Loop Earplugs understand the conversion power of personalized recommendations, and link quizzes in the top navigation.
  • Capture customer data. Require customers to provide their email address or other contact information to access the quiz results. This lets you gather valuable data for future marketing efforts, such as email campaigns or targeted promotions.

Add a quiz to your chat widget, too

You can make your quiz even more discoverable by using Quick Response Flows in Gorgias, which build your product quiz into your Chat Widget or Help Center. Dr. Squatch adapted their quiz into a Quick Response Flow — check it out below (or on their website).

Dr. Squatch website with a Gorgias chat widget displaying a

18) Keep the conversation going through to Cyber Monday (and beyond)

According to data from over 10,000 Gorgias merchants, repeat customers generate 300% more revenue than first-time customers. 

While attracting new customers during Black Friday is undoubtedly valuable, retaining Black Friday customers for the long term holds even greater significance. Lean into strong customer service, strategic campaigns, personalized email marketing, and social media engagement to foster long-term customer relationships that build brand affinity and maximize sales.

Tips for keeping the conversation going through to Cyber Monday (and beyond):

  • Plan a Cyber Monday campaign. Design a dedicated Cyber Monday campaign with exclusive deals and promotions. Build anticipation by teasing these offers during Black Friday and encourage customers to return for more special discounts.
  • Leverage segmented email marketing. Use email marketing to reach out to different customer segments based on their Black Friday behavior. Tailor personalized emails offering recommendations and send out cart abandonment reminders. 
  • Double down on social media engagement. Encourage customers to share their Black Friday purchases, run a giveaway, and offer incentives to create a sense of community and excitement around your brand that extends beyond the sales event. 

Remember: the purchase isn’t the finish line

During the hustle and bustle of Black Friday marketing, it’s crucial to zoom out and remember your long-term goals beyond the sales frenzy. While driving immediate sales and capturing new customers is key, it’s equally important to focus on the customer experience that improves retention, reduces BFCM returns, garners reviews, and turns first-time buyers into loyal customers. 

Building strong relationships with your customers, and providing exceptional post-purchase experiences, will pave the way for long-term revenue growth for your ecommerce business. 

Encourage customer feedback, engage with reviews, and implement strategies to foster loyalty. By nurturing these aspects, you turn Black Friday shoppers into loyal advocates who return all year round.

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Black Friday—Cyber Monday (BFCM)
Ecommerce Growth
Ecommerce Retention Rate

What Is Ecommerce Retention Rate? (And How To Improve It)

By Ryan Baum
10 min read.
0 min read . By Ryan Baum

Ecommerce businesses pour time and money into attracting prospects and turning them into new customers. But as acquisition costs skyrocket due to increased competition and rising ad prices, attracting new customers isn’t enough — especially if you can’t keep them around.

Today, ecommerce brands must prioritize customer satisfaction and retaining existing customers. If you can’t retain customers, you’ll never get out from under high marketing costs and grow your brand in a sustainable way. Plus, if you can’t offer a customer experience that generates brand loyalty, poor word of mouth will chip away at your brand’s reputation and make it hard to get new customers at all.

Fortunately, more tools and resources than ever exist to help you develop a good customer retention strategy by improving the on-site experience, customer support, and all the other elements of a great customer experience.

Customer experience is important to retain customers across the entire customer journey.

Below, we'll cover the importance of customer retention, how to calculate your customer retention rate, and share ways to improve your customer retention rate and reduce customer churn.

What is ecommerce retention rate?

Customer retention rate is the percentage of existing customers that continue buying from your brand over a given period of time. 

If your organization sees many repeat customers and — if applicable — keeps customers subscribed, you’ll end up with a good customer retention rate. However, if your company seldom does business with a customer after the initial order, you have an opportunity to improve your retention rate.

Customer retention rate is the inverse of ecommerce churn rate. Check out our guide on churn if you want to learn more about that side of the coin.

An illustration of customer retention rate.

Retention rate for subscription-based businesses

Retention rate is most applicable to businesses that sell subscription-based products or services, like software-as-a-service (SaaS) companies or ecommerce brands that sell subscription boxes.

For these companies, measuring and understanding retention rate is straightforward. As long as a customer has an active subscription, they’re retained. The total number of customers who remain active subscribers each month (compared to the previous month’s number) is the brand’s retention rate.

Retention rate for non-subscription businesses

For customers that don’t sell subscription-based products, retention rate is a bit of a square peg in a round hole. Retention rate becomes more of a proxy to understand customer loyalty and the rate of returning customers, which are a little less concrete. It’s difficult to anticipate a customer’s future purchases because they don’t have a clear subscription status. 

Is a customer retained if they buy a product every week? Month? Quarter? What if they don’t buy from your store for half the year, then re-engage for Black Friday — were they retained, or won back? These questions are why retention rate isn’t a perfect metric for the typical ecommerce business.

For these types of companies, we recommend tracking repeat customer rate as well as other leading indicators for repeat shopping, like customer satisfaction (CSAT) and net promoter score (NPS) rather than customer retention metrics.

Why is customer retention rate an important metric?

Your customer retention rate is a valuable measure that gives you important insight into your ability to sustain customer relationships (and turn them into repeat business). It's easier and cheaper to keep a customer than it is to go out and find new customers. According to Hubspot, a mere 5% increase in customer retention can increase the company's revenue by a whopping 25%-95%.

According to Gorgias data, repeat customers make up only 21% of the average brand’s customer base but generate 44% of that brand’s revenue because they shop more often and place higher-value orders.

Repeat customers make up only 21% of the average brand’s customer base but generate 44% of that brand’s revenue

If your strategy over-relies on winning new customers, you’re missing out. Due to high customer acquisition cost and low returns from first-time shoppers, you’ll overspend on low-return customer relationships, taking your ROI. Of course, acquiring customers is important — but their value is only truly realized if you can keep them around. 

First time shoppers have high-acquisition costs but low LTV per customers. Repeat shoppers and loyal customers cost less and generate more revenue.

Customer retention rate calculation

There's a simple formula for calculating your customer retention rate. It contains three elements:

  • Number of customers at the beginning of a time period
  • Number of customers at the end of the same time period
  • New customers acquired during the given period

Customer retention rate = [(Number of customers at the end of time period - Number of customers acquired during time period) / Number of customers at the beginning of time period] x 100

Customer retention rate example

Company A had 100 customers at the beginning of the year and 80 customers at the end of the year. During the year, they acquired 45 new customers. The customer retention rate calculation for Company A would be as follows:

Customer retention rate = [(80 - 45) / 100] x 100

Customer retention rate = 35%

What is the average customer retention rate for ecommerce stores?

The widely accepted customer retention rate for the ecommerce industry is 31%, according to Omniconvert. Depending on how well they handle their customer base and their effort in building customer loyalty, some companies may enjoy a considerably higher customer retention rate. Those who only gear their resources toward finding and selling first-time customers may have a lower retention rate.

Of course, the most important thing is consistent improvement, regardless of your brand’s current customer retention metrics. Customer retention is an ongoing process, and there's always room to improve — which will benefit your customer service ROI and your bottom line.

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7 ways to improve ecommerce customer retention rate

Ecommerce brands should keep a razor-sharp eye on their ecommerce retention rate and churn rate, just like they need to look at customer lifetime value (CLV) and average order value. These benchmarks are metrics that help measure a business's health and identify opportunities to benefit the bottom line. You can put actions in place that help you keep current customers with you instead of your competition.

Let's dive into six tried-and-true customer retention strategies you can use to increase your ecommerce brand's customer retention rate.

1) Provide a fantastic customer experience

We can't say enough about the importance of a positive and pleasant user experience. According to a 2019 research study by Oracle and Jeanne Bliss, 43% of customers will stop doing business with a brand over a single bad experience. In addition, 59% of them will tell their friends and family about the negative experience.

Evaluate your customer service program with metrics like resolution time, net promoter score, and customer satisfaction, and work on improving essential elements of customer experience like:

Gorgias's omnichannel customer service platform unifies conversations across all channels, including live chat, social media, email, and more.

For more tips on the essential elements of a great customer service experience, check out our post on customer service best practices.

2) Introduce a clear post-purchase experience

One of the most important moments of the customer life cycle is immediately after their first purchase. Think of the post-purchase email campaign as your onboarding flow for repeat customers. You need to set customer expectations with clear, proactive communication or else they’ll be less likely to return to your store.

Here are some examples of the consequences of poor post-purchase experiences:

  • If a customer places an order and doesn’t get a follow-up email, they start to doubt whether their order went through
  • If a customer doesn’t get an order tracking number after a purchase, they may stress about the shipping time frame
  • If a customer doesn’t get set-up instructions, they may think the product doesn’t work and ask for a return

Pay special attention to the communication a customer receives after their first purchase. A lack of communication is fatal, and the right combination of confirmations and email marketing can quickly get customers interested in buying additional products. If you nail it, you give the customer a clear, easy path to long-term customer loyalty.

A great example of clear, post-purchase emails is Princess Polly, an apparel brand. They give customers simple but visually informative confirmation emails that communicate the status of the customer’s order at a glance:

An example of a post-purchase delivery confirmation email from Princess Polly.
Source: Princess Polly (via Klaviyo)

3) Build a rewarding customer loyalty program

Loyal customers come back to your brand over and over, making them a profitable addition to your business. According to a 2020 survey by Yotpo, 68% of customers will join a loyalty program if one is available. Cultivate your customers into raving fans and increase their purchase frequency by employing a customer rewards marketing strategy.

To create a successful rewards program, consider looking into tools like LoyaltyLion. They help you determine the rewards that repeat customers will get for important customer engagement behaviors like mentioning you on social media (which is great for word-of-mouth exposure), purchasing a new product, or generating referrals. Consider offering freebies, deep discounts, and early access to new product launches. 

Parade, an apparel ecommerce brand, offers its loyal customers (called Parade Friends) free, early-access items. This supports customer engagement and brand loyalty, and usually leads to a wave of user-generated content (UGC) on social media that promote the brand:

An example of a unique loyalty program from Parade.
Source: Parade

If you use Gorgias, you can also integrate with LoyaltyLion to see customer rewards within the helpdesk so you can see which customers are superfans, prioritize their tickets, and offer personalized service.

Learn more about the Gorgias and LoyaltyLion integration.

4) Offer customers discounts and deals

Everyone likes to feel special. Score some big points with your current customer base by offering them exclusive incentives. This could include letting loyalty program members order new products before the general public, offering them member-only discounts, offering free shipping, and sending a free gift with their purchase. These extra touches will increase your customer's satisfaction and keep them loyal to your brand.

Amazon is a great example of a company that uses deals and discounts to get people to shop on their site. When you sign up for Amazon Prime, you get free shipping, an enormous library of original movies and TV titles, and so many other perks to incentivize you to keep shopping at Amazon.

Of course, this strategy isn’t feasible for small stores running on Shopify, BigCommerce, and other ecommerce platforms. But, if it makes sense for your products, consider replicating the strategy with a Subscribe and Save option. By signing up for automatic repeat purchases, customers get a discount. This is great for customers because they save on the purchase and don’t have to remember to restock. It’s also great for your company: You retain more existing customers, driving revenue.

Here’s an example of how OLIPOP, a beverage brand, advertises their subscribe and save option on product pages:

Offer upsell offers (like Subscribe & Save) on product pages.
Source: OLIPOP

5) Conduct surveys and learn from customer data

Don't assume you know what your customers want — ask them! Retaining customers takes continuous communication, as their interests and preferences can change over time. It's necessary to periodically survey them to ensure you're hitting the mark with your retention efforts. Gather and review customer feedback, looking for trends to use to elevate your buyer's experience.

These surveys don't have to be long or time-consuming. A question or two during checkout or a marketing email asking for two minutes of their time is enough to give you valuable intel.

Learn more about gathering customer feedback with CSAT surveys or NPS surveys.

6) Improve your ecommerce store’s marketing with segmentation

Consistently improve and optimize your store to keep it functioning quickly and efficiently. Segment your customers for more personalized, impactful messaging. For ecommerce brands, the best tool around is Klaviyo. Klaviyo helps you segment your customer base and send highly targeted SMS and email marketing campaigns.

Plus, if you use Gorgias, you can integrate with Klaviyo to bring you SMS marketing and support into one tool:

Klaviyo and Gorgias integrate for superior marketing and customer experience.

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On top of segmentation, continue making your website as seamless and low-effort as possible. Check your load times for your web pages, measure the success of your calls to action (CTAs), and cut down on the number of required clicks where you can. Remember, the best way to delight customers (and keep them coming back) is a low-effort experience.

7) Utilize cross-selling and upselling strategies

Upselling and cross-selling are the most effective strategies to maximize the lifetime values of repeat customers by driving higher order values. While you never want to be too pushy, you can employ retention marketing strategies to suggest new, exciting products to existing customers to bring them back to your store and spend more.

Check out our guide to ecommerce upselling strategies for:

  • A list of tools to support your upselling efforts
  • Tips to turn customer support interactions into upsell opportunities
  • Tips to proactively reach out to customers as an upsell strategy (which has been shown to lift revenue)
  • Tips to reduce returns and get more exchanges instead, which reduces lost revenue and still gives you a chance to wow customers

Alternatively, learn how Ohh Deer, a stationery brand, partnered with Gorgias to revamp their customer support and upselling strategy and lift quarterly revenue by $12,500.

Increase your ecommerce retention rate with Gorgias

By focusing on providing a wonderful customer experience at every touch, creating customer loyalty, and cross-selling at the right moments, you can increase your ecommerce company's retention rate and enjoy more profit from your existing customer base.

Ready to improve your customer service? Gorgias, the helpdesk built exclusively for ecommerce, helps ecommerce businesses enhance, automate, and increase the speed of their customer support, improving customer experience and, by extension, customer retention. Brands that switch to Gorgias see an average of 5% higher gross merchandise volume (GMV). 

We also help you monitor performance with features like our support performance dashboard and live statistics about agent performance. 

Book a demo today to learn how you can increase your customer retention rate with exemplary customer service.

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Customer Service Measurement
Ecommerce Growth
Customer Service Phrases

The Best and Worst Customer Service Phrases to Use (with Scripts)

By Gorgias Team
min read.
0 min read . By Gorgias Team

‍TL;DR:

  • Customer service phrases are ready-to-use language patterns that help support teams communicate with empathy, clarity, and consistency
  • The best phrases combine acknowledgment, ownership, and specific next steps to build trust
  • This article includes six to eight phrases to use, eight to avoid, and seven scenario-based scripts
  • Avoid sounding robotic by being specific and mirroring your customer's tone
  • Tools like Gorgias help teams scale personal service with Macros and our AI agent

Customer service phrases are the building blocks of great support conversations. The right words can de-escalate tension, build trust, and turn routine interactions into relationship-building moments. But the wrong phrases can sound dismissive, robotic, or insincere — even when your team genuinely wants to help. 

Most support teams struggle with consistency, especially when scaling across channels or onboarding new agents. 

This guide provides curated phrases to use and avoid, plus scenario-based scripts for common situations like de-escalation, delays, and handoffs. You'll learn how to apply these phrases authentically without sounding scripted.

Best customer service phrases to use

The following phrases work across phone, email, chat, and social media because they demonstrate empathy, ownership, and commitment to resolution. Each one serves a distinct purpose in building rapport and moving conversations forward.

"Thank you"

When to use it: Thank customers for their patience during delays, for bringing issues to your attention, or simply for choosing your brand. This phrase works in openings, closures, and anywhere you want to acknowledge effort. 

Example: "Thank you for reaching out to us today. I'm happy to help with your order."

"I can absolutely help you with that"

When to use it: This phrase works especially well early in conversations to set a positive tone and show ownership. Avoid vague language like "I'll try" or "I'll see what I can do," which creates uncertainty. 

Example: "I can absolutely help you track down that package. Let me pull up your order details right now."

"Great question — let me find out"

When to use it: When you don't know the answer, this phrase validates the customer while maintaining confidence. It shows you're committed to accuracy over speed. The key is following up with a specific timeframe or next step. 

Example: "Great question. Let me check with our warehouse team and get back to you within the hour."

"I understand how that feels"

When to use it: Empathy statements acknowledge customer emotions without over-apologizing. This phrase works well when customers express frustration, disappointment, or confusion. It demonstrates understanding while keeping the conversation solution-focused. 

Example: "I understand how frustrating it must be to wait this long for your order. Let's figure out exactly where it is and what we can do."

"I've reviewed your case history"

When to use it: This phrase shows preparation and prevents customers from repeating themselves. It's especially valuable for follow-up conversations or when taking over from another agent. Customers feel heard when you reference previous interactions. 

Example: "I've reviewed your case history and can see you contacted us last week about the damaged item. Let me make sure we get this resolved today."

"I appreciate you bringing this up"

When to use it: Frame customer feedback as valuable input rather than complaints. This phrase works well for bug reports, feature requests, and quality issues. It positions the customer as a partner in improving your service. 

Example: "I appreciate you bringing this to our attention. This affects other customers too, and we're grateful you caught it."

Magic words to build rapport

These short power words create a cumulative effect of warmth and professionalism throughout your conversations. Sprinkle them naturally into your responses:

  • Certainly
  • Absolutely
  • Happy to
  • Of course
  • My pleasure

Customer service phrases to avoid

Certain phrases undermine trust, create defensiveness, or sound insincere — even when you mean well. Here are eight common phrases that backfire and what to say instead.

"Your call is important to us"

Why to avoid: This phrase feels hollow, especially after long hold times. Customers hear it as corporate speak that contradicts their experience. It's often delivered by automated systems, which makes it even less credible.

Say this instead: "Thank you for your patience. I know wait times have been longer than usual today."

"I apologize for any inconvenience"

Why to avoid: This generic apology sounds robotic and non-specific. The word "any" suggests you're not sure what went wrong or that you're minimizing the issue. It fails to acknowledge the actual impact on the customer.

Say this instead: "I'm sorry your order arrived damaged. That's not the quality we stand for, and I want to make this right."

"Please hold"

Why to avoid: This abrupt phrase lacks context and doesn't ask permission. It treats the customer's time as less valuable than yours. It also creates anxiety because customers don't know how long they'll wait or why.

Say this instead: "May I put you on a brief hold while I check with our warehouse team? It should only take a minute."

"No / I can't do that"

Why to avoid: Blunt rejection closes down the conversation and positions you as an obstacle. It focuses on what you can't do rather than exploring alternatives. Customers feel dismissed and often escalate.

Say this instead: "While I can't process a refund past 30 days, I can offer you store credit or help you exchange it for something else."

"Calm down"

Why to avoid: This phrase is patronizing and almost always escalates the situation. It invalidates the customer's emotions and makes them feel judged. Frustrated customers become angry customers when they hear this.

Say this instead: "I can see why you're frustrated. Let's work together to resolve this right now."

"You're mistaken"

Why to avoid: Telling customers they're wrong creates defensiveness and damages trust. Even if they misunderstood something, this phrasing makes it confrontational. It shifts the conversation from problem-solving to proving who's right.

Say this instead: "Let me clarify what happened here. It looks like there may have been a misunderstanding about the shipping timeframe."

"Let me call you back"

Why to avoid: This phrase lacks commitment and raises concerns about follow-through. Customers worry they'll fall through the cracks or have to start over with someone new. It also creates additional effort on their end.

Say this instead: "I'll reach out to our billing team right now and call you back by 2pm today at this number. Does that work for you?"

"That's our policy"

Why to avoid: Hiding behind policy sounds dismissive and suggests you're unwilling to help. It positions rules as more important than the customer. Even when policies genuinely can't be bent, this phrasing feels bureaucratic.

Say this instead: "Our return window is 30 days to ensure product quality and manage inventory. I can't extend it, but let me see if we have other options like an exchange or store credit."

Scenario-based scripts and alternatives

Ready-to-use phrases work best when tailored to specific situations. These seven scenarios cover the most common customer touchpoints, with multiple phrase options for each.

Openings and rapport

The first few seconds set the tone for the entire conversation. Warm openings build trust and make customers feel valued rather than processed. Whether you're on phone, chat, or email, your greeting should balance professionalism with friendliness.

  • "Thanks for reaching out today, how can I help?"
  • "I'm happy to assist with your question today"
  • "It's nice to meet you, let's get this sorted out"
  • "I see you have a question about your order and I'm here to help"

Why this works: These openings acknowledge the customer immediately and signal readiness to help. They avoid transactional language and create space for conversation.

De-escalation and empathy

Angry or frustrated customers need validation before they can move toward solutions. These phrases acknowledge emotion without agreeing that your company is at fault. The goal is to shift from venting to problem-solving.

  • "I understand how frustrating this must be, and I'm here to help resolve it"
  • "I can see why you'd feel that way and would be frustrated, too"
  • "Thank you for your patience as I work to make this right"
  • "I hear you and want to see what I can do to help"

Why this works: Validation reduces defensiveness and shows you're listening. These phrases pair empathy with forward momentum toward resolution.

Delays and outage updates

When things go wrong, transparency builds trust. Customers want to know what's happening, why, and when it will be fixed. These phrases set clear expectations and demonstrate accountability.

  • "We're aware of the issue and expect a resolution within two hours"
  • "I'll keep you updated every 30 minutes until this is resolved."
  • "Your order is delayed due to weather, and we are working to expedite it"
  • "I know this isn't the timeline we promised, so let me check on offering expedited shipping or a discount"

Why this works: Specific timelines and proactive updates reduce anxiety. Customers can plan around delays when they have clear information.

When you don't know the answer

Admitting you don't know something maintains credibility when paired with commitment to find out. These phrases show ownership and accuracy matter more than speed. The key is setting clear expectations for follow-up.

  • "That's a great question, let me verify with my team to give you an accurate answer"
  • "I'm not certain about that detail, but I'll find out for you and follow up within the hour."
  • "Let me check our knowledge base to make sure I give you the right answer."
  • "I'll reach out to our product team who can answer that better than I can, and I'll email you by end of day."

Why this works: These phrases maintain trust by prioritizing accuracy. Customers respect honesty more than guessing.

Warm transfers and escalation

Handoffs are friction points where customers risk repeating themselves or feeling abandoned. These phrases maintain continuity and explain why the transfer adds value. Always share context with the next agent before transferring.

  • "I'm connecting you with Sarah, our billing specialist, who can help you faster"
  • "Let me bring in my manager to approve that request, I've already filled them in for you"
  • "I'm transferring you to our technical team for the setup and will stay on the line during the transition"
  • "I've shared all your case details with the next agent, including your order number and what we've tried so far."

Why this works: Explaining the reason for the handoff and confirming context has been shared reduces customer frustration. Warm transfers feel like escalations to help, not attempts to pass the buck.

Guiding to resolution

Walking customers through solutions requires clarity and collaboration. These phrases balance efficiency with thoroughness, making customers feel heard while moving toward closure. Break complex processes into steps.

  • "To resolve this, I can process a refund and send a prepaid return label now"
  • "Let's walk through troubleshooting, starting with checking if the power cable is fully connected"
  • "It looks like the discount code didn't apply, so let me manually adjust your order"
  • "We have two options: I can send a replacement or process a full refund, which would you prefer?"

Why this works: Clear next steps reduce confusion and give customers a sense of control. Offering choices empowers customers and increases satisfaction.

Conversation closures

Endings should confirm resolution, invite follow-up, and leave customers feeling positive about the interaction. These phrases check for completeness and maintain the relationship beyond this single transaction.

  • "Is there anything else I can help you with today?"
  • "Feel free to reach out with any other questions, we're here to help"
  • "Thank you for your patience, I'm glad we could get this sorted out for you"
  • "I've emailed you a summary of our discussion, please let me know if you need anything else"

Why this works: These closures confirm the issue is resolved while keeping the door open. They leave customers feeling valued and supported.

How to use phrases authentically

Scripts and templates are starting points, not rigid rules for positive scripting. The best customer service feels personal and responsive, not robotic. These principles help you adapt phrases to real conversations.

Be specific, own the issue, and set expectations

Vague language creates uncertainty and erodes trust. Specificity demonstrates preparation, ownership, and respect for the customer's time. Compare "I'll look into it" with "I'll check with our warehouse team and email you by 3pm today with tracking details." The second version tells the customer exactly what will happen and when.

Best practices:

  • Replace "soon" with actual timeframes
  • Use customer names and order numbers
  • Explain what you're doing and why
  • Commit to specific follow-up actions

Avoid robotic language and mirror tone with empathy

Over-scripting makes agents sound like chatbots. Pay attention to how your customer communicates and match their tone. A formal customer gets a professional response, while a casual customer gets friendlier language. The phrase "I understand how frustrating this is" lands differently depending on context and delivery.

Best practices:

  • Vary your phrasing to avoid repetition
  • Use natural transitions, not template markers
  • Match formality level to customer tone
  • Balance empathy with efficiency

Say the right thing every time with Gorgias

Delivering consistent, empathetic support becomes easier when your team has the right tools. Gorgias Macros lets you save these phrases as templates while personalizing them with customer data. 

And if you need these phrases at scale? AI Agent carries natural conversations while maintaining your brand voice, 24/7, no matter the situation.

Book a demo today to see how we help ecommerce brands scale personal service.

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