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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.
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.
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:
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.
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."
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.
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.
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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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.
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.”
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
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Positive Scripting in Customer Service: How To Do It Right
Quick summary:
- Positive scripting means using polite, pre-written responses to make customers feel acknowledged and taken care of
- Benefits: less frustrated customers, better customer satisfaction, and faster first response times
- Negatives: can make customer service teams sound overly friendly or robotic and may lead to slower resolution times when agents rely solely on scripts
A great customer experience relies on much more than positivity and kindness — your customers expect personalization at scale, self-service options, and concrete benefits like free shipping. That said, using the right words is an important factor in customer conversations.
Positive scripting is one practice that can help your customer service representative steer customer interactions toward desired outcomes (like upselling shoppers and bringing first-time customers back for a second purchase).
However, over-relying script templates in customer support is a shortcut to unhelpful customer care interactions. Read on to learn how to make the most of positive scripting while also avoiding its pitfalls.
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What is positive scripting? (AKA positive phraseology)
Positive scripting is the practice of creating canned responses for customer service interactions that use positive language to limit customer frustration and promote desired outcomes.
With positive scripting, brands can provide support reps with resources such as scripts and templates that they can use to help ensure positive customer interactions. These scripts and templates can also be used as training resources to provide reps with examples of constructive interactions and positive language.
Goals of positive scripting
There are several goals that brands can accomplish with positive customer service scripts, including:
- Promoting constructive customer service experiences that contribute to customer satisfaction
- Alleviating customer frustration and de-escalating angry customers
- Maintaining a consistent, positive brand voice
- Speeding up response times to customer queries
Where can positive scripting be used?
Positive scripting can be used across numerous contact centers and customer support channels.
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Like any customer support practice, positive scripting should be tweaked for each channel.
Call centers
Providing support via a phone call requires reps to be quick on their feet, and this is where the practice of positive scripting first originated.
Providing call center scripts to your call center agents can go a long way toward helping agents stay positive and on-brand when there isn't much time for them to formulate a response.
SMS support
Agents have a little more time to think about their SMS responses, but not much. Customers contacting your support team via SMS still expect swift responses, and positive scripting can help ensure that your SMS responses are swift, positive, and on-brand.
Live chat support
Like SMS, live chat conversations tend to be fast-moving — and this is one of the primary reasons why many consumers list live chat as their preferred customer support channel.
With positive scripting and live chat tools like Gorgias live chat, you can provide fast, convenient, and helpful support via this advantageous channel.
📚 Recommended reading: Find out how Gorgias customer Ohh Deer used Gorgias chat to generate $12,500 in revenue — per quarter.
Email support
Support reps can typically put a little more time and thought into their email responses.
Nevertheless, email templates with positive scripting can still help keep these responses positive and consistent while also enabling reps to respond to email queries more efficiently.
Social media support
Providing support via social media is a great way to meet your customers where they're most comfortable — and positive scripting helps keep these responses positive and on-brand.
This is especially important when responding to comments and posts that other potential customers are likely to see.
Scripts and templates
Scripts, templates, and automated responses should all be built using positive scripting.
If you use a helpdesk, chances are you can build a library of templates in the tool for agents to use during customer conversations.
For example, you can use Gorgias Macros to build positive templates and autoresponses. Unlike most templates, Gorgias Macros pull customer information from ecommerce platforms like Shopify and BigCommerce, as well as other ecommerce tools (like Klaviyo and ShipBob) to automatically personalize the response.
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Even better? Thanks to automated Rules, Gorgias can automatically send these personalized templates to customers for basic interactions — like WISMO (where is my order), questions about shipping and return policies, and so on.
This way, your customer service team time saves time while still fostering a great, personalized customer experience.
Customer support training programs
You can use positive scripting to guide customer service training by using customer support scripts with positive language as examples of beneficial customer interactions.
This helps new team members get a feel for expectations regarding your company's voice and tone, which they can reflect in their individual customer interactions.
Benefits of effective positive scripting
When used correctly, positive scripting can improve the quality of a brand's customer support services in several key ways, including:
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Enhance customer experiences to encourage repeat business
Did you know that 54% of customers say they would stop purchasing from a brand after just a single bad experience? If you want to promote customer loyalty and repeat business, it's vital to provide positive experiences throughout every step of the customer journey.
Likewise, repeat customers generate 300% more revenue than first-time shoppers, according to our data from over 10,000 ecommerce brands. Repeat customers place repeat orders, place larger orders, refer friends to your store, leave product reviews, and more.
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While many different elements go into crafting positive customer experiences, facilitating friendly and welcoming customer interactions with positive scripting is one important step.
Avoid or de-escalate angry customers
Using positive words and language may not solve a customer's problem, but it can help ease their frustrations. Positive scripting is an effective way to de-escalate angry customers — and a great way to prevent customers from ever becoming angry in the first place.
Become more consistent with customer communication and policies
Your customer service agents don’t just need to be positive, they need to follow the same policies and procedures, especially for common customer interactions. Using scripting to guide
Of course, you can also specify which policies agents can bend, and when. For example, if repeat customers ask for an extension on refund eligibility, it’s probably in your best interest to permit the return rather than frustrate a repeat customer.
📚Recommended reading: Our guide to creating a customer service policy that actually provides value.
Maintain a positive brand voice
Positive scripting helps you maintain a consistent brand voice, but, just as importantly, it also helps you maintain a positive brand voice. By using positive scripting to guide your brand's messaging, you can carefully (and intentionally) design your language to encourage customer satisfaction and beneficial outcomes.
Examples of positive scripting
A majority of customer interactions can become more pleasant and productive with positive scripting. Here are some scenarios that would benefit from positive scripting:
- Greeting: "Good [morning/afternoon/evening], thank you for choosing [Company Name]. How can I help you today?"
- Apologizing: "I'm sorry to hear about the inconvenience you've faced. Let me look into this for you."
- Offering assistance: "I'd be delighted to assist you with that" or "I'm here to make this right for you."
- Expressing appreciation: "Thank you for bringing this to our attention" or "We appreciate your business and your feedback."
- Providing assurance: "Rest assured, we'll resolve this for you" or "We'll do everything we can to make this a positive experience."
- Suggesting solutions: "Let me find that information for you" or "May I suggest an alternative solution?"
- Ending interactions: "Is there anything else I can assist you with today?" or "I hope you have a wonderful day."
The pitfalls of positive scripting
The biggest potential drawback of positive scripting is one that we've already touched on; customers who contact your call center or other customer support channel want to feel as though they are talking to a real human and not a robot regurgitating a script.
It's also vital to remember that customers are ultimately much more interested in resolving their problems quickly than in the language that your reps use. Many times, a simple message with the information they're looking for (such as a tracking number) will suffice with no flair or positivity required.
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To prevent positive scripting from harming your customer interactions rather than improving them, here are a few other key mistakes and pitfalls to avoid:
- Not giving support team members the freedom to deviate from their script or inject their own flair
- Scripting entire customer interactions instead of just using scripts to save time on the most common, process-heavy elements
- Focusing too much on positive language and too little on actually solving customer issues as quickly as possible
- Writing scripts that sound too robotic or overly-friendly
- Using vague empathy statements rather than training your agents to be genuine and sincere
These are all serious mistakes to avoid if you want to make the most of positive scripting. When used appropriately, though, the benefits of this practice far outweigh its cons.
How to use positive scripting for customer service: 7 best practices
Positive scripting is a powerful tool for ecommerce brands to leverage, but it's important to use it correctly. Here are the seven best practices that you should employ to make the most of positive scripting (and avoid its pitfalls).
1) Use scripts as a starting point, not for the entire interaction
The scripts you give your support reps should be used for the most common, predictable part of customer interactions rather than mapping out the entire conversation.
For example, your agents might use a script to greet customers and share information about your shipping policy (in response to a question about shipping). But, the agent should be flexible enough to include unique information or handle follow-up questions that may not be so predictable.
“I like to think of Macros as guidelines. When you open up a Macro, it's not 100% the right thing to say, because you have to match the customer’s tone and specific query. And it's up to the agent to understand that and adjust along the way — but Gorgias gives you the tools to do that.”
— Leeor Cohen, Founder and CEO at CreateCX
If you require your agents to follow a script from start to finish, you risk sounding robotic and not providing agents with the flexibility they need to keep customers happy.
2) Prepare positive responses for common situations
Customers who cannot track their order, received the wrong item, or want to make a return are just a few examples of common situations where customers are sure to welcome a little friendliness and empathy — along with helpful information and clear next steps.
Using positive scripting to create responses to these common situations helps your brand handle these issues consistently and ensure that they are handled with care and positivity.
All you have to do is identify the questions that your support team receives most frequently and then load positive, brand-consistent responses into your helpdesk:
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While each brand varies, some of the most common situations include:
- WISMO, or “where is my order?”
- Questions about refund and returns policies
- Questions about product availability
- Product-related questions (sizing, compatibility, ingredients, etc.)
3) Encourage customer support to enhance scripts with their own unique flair
Customer service reps should be free to deviate from scripts when needed or inject them with their unique flair. Encouraging your reps to use scripts as a guide rather than a word-for-word requirement ensures that your brand doesn't script away its human touch.
We love this example of an agent bending a policy and sparking up a delightful conversation:
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4) Use scripts for training representatives
Along with using customer service scripts to guide customer interactions in the moment, you can also use them as resources for training your representatives. Once again, not everything that your agents say will be scripted, so ensuring they understand the principles behind positive scripting is just as important as providing the scripts themselves.
Using scripts to showcase what positive customer interactions look like will allow your agents to leverage positive language even when they aren't using a script. For example, you can use scripts to demonstrate mock customer service interactions and then dive into the specifics of why the scripted responses you've created work well for those situations.
📚 Recommended reading: Our Director of Support’s guide to customer service training.
5) Avoid sounding like a robot
Several of the tips we've already covered are geared toward preventing support agents from sounding wooden or robotic, and this is an essential consideration when using positive scripting.
By using scripts to initiate an interaction rather than scripting the entire conversation, giving agents the freedom to add their own flair to the scripts, and adding personality to the scripts you create, you can avoid this common pitfall of positive scripting.
It's also vital for your reps to demonstrate genuine empathy throughout customer interactions to avoid sounding uncaring and robotic. This can't be easily scripted, making it important to ensure that your reps know how to adopt an empathetic tone and approach.
📚 Recommended reading: The ultimate guide to offering personalized customer service at scale.
6) Nail the greeting
Your agent's initial greeting to a customer sets the tone for the rest of the interaction. It's also one of the easiest parts of customer interactions to script since the initial greeting will largely remain the same regardless of the customer's specific issue or sentiment.
Stating the company name and the agent's name, asking the customer's name, telling them good morning/good afternoon, and assuring them that you are happy to assist them are all great elements to consider including in your greeting script.
7) Test, iterate, and refine to perfect your customer service interactions
Like almost every aspect of ecommerce, positive scripting in customer service is something you can continually improve with proper testing. CSAT surveys are one excellent way to gather customer feedback following a customer support interaction. You can use the feedback you gather from these surveys to fine-tune your customer support scripts.
For instance, if many customers complain that your reps sound unempathetic or robotic, you may want to revisit the language of your scripts or encourage your agents to inject more of their own personalities. Throughout testing and refining your scripts, keep in mind that script building should be a collaborative experiment, with customer service teams working alongside reps and using data from past customer service interactions to guide the process.
Offer positive, fast, and helpful customer service with Gorgias
Positive scripting is one effective way to improve the quality of your brand's customer support and encourage more positive customer experiences. However, it's also just one small element of high-quality, revenue-generating customer support.
If you would like to offer the type of fast, positive, and helpful customer service that will set your brand apart from the competition, it's important to use the right customer support tools.
With Gorgias' industry-leading customer support platform, you'll be able to leverage a range of advanced customer support tools and capabilities — all designed to boost customer satisfaction by improving both the speed and helpfulness of your support services.
To get started offering positive, fast, and helpful customer support via the best ecommerce customer support platform on the market, be sure to sign up for Gorgias today!
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[Webinar Recap]: How Jaxxon Prepares for Peak Season to Optimize CX and Maximize Revenue
Maximizing peak season sales isn’t only about driving customers to your website. If website visitors people encounter a slow, unhelpful, or lackluster customer experience, they’ll click away before buying — flushing away all your marketing efforts and dollars.
In a recent webinar, Caela Castillo, Director of Customer Experience at luxury men’s jewelry brand Jaxxon, shared Jaxxon’s strategies for optimizing customer experience to maximize revenue during peak season.
We’ll start with some of the most concrete strategies Jaxxon leverages, and wrap up with some bigger-picture insights on how Caela manages the team.
You can also hear Caela share these tips herself by watching the webinar here.
How Jaxxon manages ticket spikes during peak season
Last year, Jaxxon had what Caela describes as a very successful but challenging peak season, when customer support tickets skyrocketed to three times normal levels. As a result, Jaxxon has stepped up its approach to optimizing customer support for efficiency and self-service during the 2022 peak season.
Here are the tactics and tools Jaxxons used to manage ticket spikes this year:
Provide self-service answers to FAQ in live chat
Jaxxon uses Gorgias Quick Response Flows to answer frequently asked questions during peak season. Caela and her team customize the questions and answers so that customers can get an instant response to common queries.
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“We really noticed that adding automated self-service with Gorgias took part of the load off us. A lot of customers’ questions are answered by self-service, so then they’re happy and we don’t have to do anything further with those tickets,” Caela says.
Automating these responses has two-fold benefits:
- Customers get instant answers to questions — no wait time required
- Agents actually have time for conversations that need a human touch
“If the customer has additional questions, then our agents have the time to have an authentic conversation with them, and give them a really great experience.”
Regularly review tickets to monitor performance and spot emerging issues
Caela regularly reviews recent customer conversations to monitor individual agent performance and identify areas for improvement or lessons learned. Using Gorgias tags — automatically applied to customer tickets for categorization and filtering — Caela can also get a sense for the most common customer questions and issues.
“If we're noticing a trend with a certain issue, then we want to solve it right away rather than figure it out weeks from now when it’s a bigger issue,” Caela explains. “So we don't want to only review tickets once a month. We want to do it in real time.”
The real opportunity for peak seasons is turning first-time customers into repeat shoppers
Jaxxon realizes that any peak season is a starting line, not a finish line. Providing an awesome first customer experience doesn’t just net a sale. It nurtures longterm relationships and turns happy customers into loyal brand advocates.
“We want to make sure that first shopping experience is really great — everything from the customer support to the shipping to the box it arrives in — so they want to come back and buy again. We listen to our customer reviews and we really want to help people have a great experience.”
Jaxxon invests in ongoing training and support to ensure its customer service agents have the knowledge, skills, and tools they need to do their job confidently and effectively.
“Sometimes customers are a little hesitant about buying something as expensive as solid gold online. And our agents can explain to them the difference between our products, or suggest an upgrade, or say, hey, would you like this bracelet to go with the Cuban link chain you bought last time?” says Caela.
“For our agents to be able to upsell and cross-sell like that is super important for us — and it works.”
Quick Response Flows help Jaxxon open the door to some of these conversions. Providing quick, helpful answers about product restocks, sizing, shipping and more, lays a positive foundation that human agents can easily build on.
How Jaxxon sustains the team during peak seasons
One of the biggest challenges during any peak season is thinking ahead so that your team — not just your customers — succeed.
Plan ahead when it comes to coverage
First off, make sure you have enough customer service agents in place to cope with soaring demand. Jaxxon has increased its customer support team for this year’s peak season.
Caela uses a zoning plan to stagger agents’ shifts across different time zones and locations, so there is always enough coverage for Jaxxon’s 24/7 customer support. She adapts this as peak season unfolds to meet shifting demand.
“Having open communication is essential. We always say there are no stupid questions. We’re here to help each other. Even though we work remotely, we're still able to communicate really well and work as a team.
Once the team is in place, get them ready. “Training your team is really important, and making sure they have the resources and support they need,” Caela says.
📚 Related reading: How to stand out during Black Friday with 18 marketing strategies
Maintain staff morale during crunch time
“Keeping morale high is so important for peak season, because it’s a busy time in life, not just at work,” Caela says. This is a unique situation in ecommerce — did anyone else have a turkey in the oven while answering support tickets during BFCM?
“Everyone gets stressed; sometimes people get sick. It's hard to sustain motivation sometimes. So we want to make sure everyone's really taken care of and set up for success. And we try to make it fun for the team.”
A culture of mutual support among the Jaxxon customer service team is reinforced by team-based incentives to win gift cards, jewelry and more when certain targets are met.
“A positive attitude goes a long way to keeping people motivated. You get so much farther if you're kind and positive. And I’m very big on looking at difficult situations as learning experiences. And if someone is struggling, other team members will help them so we all rise together.”
📚 Related reading: How Jaxxon offers motivates agents with rotating customer support incentives.
Lean on tools and systems to manage high demand
Having the right systems in place to manage customer support more efficiently is important at any time of year. But it has the biggest impact during peak periods when demand balloons.
“You have to prepare for the worst, in terms of very high demand. Things just get crazier as peak season progresses! So make sure to have your self-service and automation set up and ready to go,” says Caela. “After last year’s challenges, we've made sure to have stronger systems in place this year.”
Jaxxon now uses Gorgias to manage all customer conversations. This helps the team work more efficiently in several ways:
- Seeing all customer conversations across different channels in one place, to avoid tab-shuffling and duplicated responses
- Filtering and sorting tickets, for easier prioritization
- Deflecting some questions to automated self-service, to free up customer service agents’ time for more complex customer conversations
- Bringing together all of a customer’s information, to enable more personalized service
Implementing self-service chat has cut Jaxxon’s live chat volume by 17%, yet increased conversions by 6%. Meanwhile, revenue generated by chat has shot up by an impressive 46%. The overall impact has been positive for customer experience and Jaxxon’s bottom line.
Read more about how Jaxxon uses Gorgias to speed up response times without sacrificing the quality of customer service.
Customer experience is vital to maximize peak season sales
By assembling a larger, well-trained customer service team and putting the right tools in place, Jaxxon is poised to continue delivering high-quality customer service this peak season — even when ticket volumes triple. Caela and her team are excited to dive into the peak season. With Gorgias by their side, they are ready to ride out whatever challenges come their way.
To hear the full story of Caela’s tips, lessons learned, and Jaxxon’s preparations for peak seasons, watch the webinar replay.
Growing At Gorgias: Interview with Yohan Loyer (Strategic Partner Manager EMEA)
Yohan Loyer started his job at Gorgias as the first Customer Success Manager for Europe. His current position is EMEA Partner Manager, with the goal of growing Gorgias’ presence in Europe, the Middle East, and Africa (EMEA). The role boils down to building meaningful relationships and being a reliable, trustworthy partner for our agency partners.
In this interview, Yohan tells his story and we learn more about his internal career development and the environment Gorgias provided to nurture it accordingly.
1) What is your role at Gorgias right now and how do you find it?
My role is to help our ecommerce agency partners:
- Understand the value of Gorgias
- Keep Gorgias top of mind when recommending customer service solutions to their customers
- Identify customers that are a good fit for Gorgias
As a social person who likes to interact with other people and has hands-on experience working with Gorgias customers, this role is a great fit for me. There really is no chance to be bored in Partnerships!
2) What did you do before Gorgias? What is your educational and professional background?
I did my undergraduate degree in international business in New York, where I got a scholarship to play for my university’s soccer team. Then, I did my master's in Business Consulting and Information Systems Management in France.
Right after university, I worked as an IT consultant and then moved to Salesforce as part of the EMEA customer success team in Dublin. I worked as a Customer Success Manager (CSM) for 3.5 years, when my main focus was helping the company’s customers get the most out of the Salesforce platform and resources.
Apart from that, I have always been passionate about new technologies and how they impact the world, so continuing to work in tech and ecommerce at Gorgias is not a coincidence.
3) How did you find out about Gorgias and what made you apply to work here?
I was looking for a role in a fast-growing company in the ecommerce space with an innovative product, strong company culture, and competitive package. I did some research online and found out about Gorgias on an ecommerce blog, if I remember correctly.
Gorgias had everything I was looking for. They were also hiring for their first Customer Success Manager in Europe at that time, so it was perfect timing for me to apply!
4) What are the roles you had at Gorgias and how did they change over time?
I was initially recruited as the first Customer Success Manager (CSM) in Europe. We already had one Onboarding Manager in Europe when I joined (Emna Charfi, who is now the manager of our Customer Success team).
She was already working as a CSM with some customers (on top of her main role as Onboarding Manager). Even after I joined as the first full-time CSM in Europe, she continued as the CSM for some of our largest customers while I onboarded.
After a few months, I took over as the Customer Success Manager for our largest European customers for about 1.5 years, before transitioning to the Partnerships team last July.
I worked closely with Louis Lavedan from the Partnership team when I was a CSM, so I got to see what Partnerships was like. When he moved to San Fransico, taking over his role as Partner Manager for EMEA seemed like a logical next step.
5) What training and resources did Gorgias provide to help you in your new roles?
The Gorgias team has always been super helpful and available with me and new team members in general.
Learning directly from colleagues has definitely been one of the highlights of my onboarding and overall experience with Gorgias. Whether it is answering questions on Slack, sharing screens, recording Loom videos, or jumping on a quick call, there is always a Gorgian ready to help!
6) How did your manager (or others at Gorgias) help you upskill and grow yourself?
The two managers I worked with both have hands-on experience with Gorgias customers and partners, and a genuine desire to be helpful and see their team members grow. They are always reliable and helpful when needed, which builds trust and promotes a culture of feedback and transparency.
Gorgias as a company is obsessed with scaling and automating processes, and my managers have definitely lived up to those values and helped me become more efficient and see the big picture when working on projects.
At Gorgias, we are also lucky to have a best-in-class product and grow at a very rapid rate, which comes with a lot of super interesting challenges and opportunities. The company has a really unique positioning with an obsession for customer satisfaction, which all contribute to a great environment to work in.
7) How can you connect your experience with Gorgias's core values?
My experience at Gorgias so far has been very much aligned with our core values, especially “Customer first”, and “Maximize your impact”.
We live and breathe for customers, automate time-consuming tasks, share best practices with the rest of the team, and try out new tools and processes — all with the end goal of providing a better product and experience to merchants who use Gorgias.
Our managers highlight Gorgians who are living up to our core values weekly on our Slack channels, so we get to see first-hand all the great things our team does in accordance with our values.
8) What is your favorite thing about working at Gorgias?
As someone who worked closely with customers for all of my career, I think that my favorite thing at Gorgias is our huge focus on customer experience and satisfaction. Making our customers happy and successful, independent of their size, is our target and biggest investment as a company.
Whether it is reviewing our processes to make sure they benefit our customers, going the extra mile when helping our customers out, finding workarounds, prioritizing product features, or letting our customers get on a call with our highly available success and support teams, we are always doing things with our customers’ interest in mind.
9) If there is one thing you would like to change about the company, what would it be?
I guess it would maybe be the name of the company (haha). Simply because it’s hard to pronounce. Also, people don’t read or hear “Gorgias” for the first time and instantly know what we do.
10) What's next for you at Gorgias (and how is Gorgias helping you get there)?
As I started my new role as EMEA Partner Manager recently, my focus is becoming a great Partner Manager, first and foremost.
We have a pretty good presence and network in Europe, but it’s still in the early stages compared to the US. I am learning and getting a lot of help from our US team who built a very strong market presence and brand in the US, and I am super excited to help develop the Gorgias brand and customer base in Europe, the Middle East, and Africa!
Interested in joining Yohan and the rest of Gorgias team? Check out our jobs page to learn more about our benefits, interview process, and open roles.
How to Offer Free Shipping and Lift Revenue
Free shipping has become so ubiquitous in ecommerce that shoppers now expect it.
According to a survey conducted by Forbes, 77% of respondents abandoned their cart because they were unhappy with the shipping options. 84% made a purchase because it qualified for free shipping.
Free shipping isn’t always an option for ecommerce stores though, especially for those with small margins or where shipping is expensive for every order.
These are the best strategies for how to offer free shipping, even if you’re unsure it’s something your business can afford.
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Is offering free shipping in ecommerce worth the cost?
Free shipping has become a key differentiator in a very crowded ecommerce ecosystem, with 75% of customers now expecting it on all orders.
Offering free shipping can drive more revenue for your business, encourage repeat business, decrease cart abandonment, and even pull customers away from your competition.
Let’s be clear: Offering free shipping for all products is not sustainable for most businesses. But free shipping is not all-or-nothing. Below, explore why providing free shipping in some capacity is worth the expense for your business.
Encourage customers to become repeat buyers
One survey found that 90% of consumers consider free shipping to be the primary factor driving them to shop with online retailers more frequently. And, according to Gorgias, repeat shoppers generate 300% more revenue than first-time shoppers, on average.
When customers are online shopping, they remember easy experiences, which includes not having to pay for shipping when they find something they love. A stress-free experience (without unpleasant surprises at checkout) creates loyal customers who want to shop with your business long term.
📚 Recommended reading: Learn why customer experience is a largely untapped revenue stream for most ecommerce brands.
Incentivize higher average order volume (AOV)
On top of that, some free shipping models encourage customers to place larger orders, generating more revenue per customer.
Take the minimum order value model (what you might call the Amazon not-Prime model), where shipping only becomes free once the cart reaches a certain subtotal. Depending on which study you prefer, at least 84% — and perhaps as many as 93% of customers — have added items to their cart to qualify for free shipping, increasing average transaction value and potentially total revenue per customer.
Sway customers away from competitors
When you offer free shipping and a competitor doesn’t, that single difference can pull new customers your way — and away from the competition. When 90% of consumers consider free shipping their top incentive and a full 60% of them expect free shipping no matter what, offering it is a huge differentiator for your customer base.
📚Recommended reading: 7 Strategies for Creating a Customer-Centric Post-Purchase Experience
Decrease cart abandonment
One firm determined the overall rate of cart abandonment in ecommerce stores is north of 75%, and unexpected charges (including shipping charges) at checkout are the top culprit.
In other words, providing free shipping — and keeping other unexpected fees out of the checkout process — will reduce cart abandonment and increase conversion rate for typical ecommerce businesses.
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Is your online store ready to offer free shipping?
Making the decision to implement free shipping isn’t always as simple as flipping a switch. It takes careful planning and even more careful execution. Consider the following factors to help you understand the cost of free shipping for your business and decide if it’s the right move for you.
Understand how much shipping costs your ecommerce business
The demand for free shipping has changed the way that small businesses choose to operate. For example, writer Amanda Mull at The Atlantic reveals how free shipping priorities (and algorithms favoring the vendors who offer it) have hurt numerous small business owners on Etsy.
If you’re operating on razor-thin margins and you’re already struggling to be price-competitive, pivoting to an always-free shipping model might not be feasible. Even if your margins are healthy, for many smaller ecommerce retailers, blanket free shipping isn’t sustainable or feasible—nor are the extra costs that come with it.
Next steps: How to calculate shipping costs for your business
On a spreadsheet, compile the shipping costs for every product you sell — from the smallest and lightest to the largest and bulkiest — to all four corners of the US (if you’re a US-based store) and anywhere you ship internationally.
This cost will differ based on your preferred shipping carrier, too. Compare rates between FedEx, UPS, and USPS to see who has the most affordable option — we’ve linked shipping calculators for each above. Once you have these numbers, calculate your average shipping cost. Then, multiply it by the average number of orders you get in one month.
You’ll also want to look at your best-selling items and calculate how much it costs to ship them, as you’ll likely be sending these out more often than other items in your catalog.
Don’t worry about exact numbers here. The goal is to get a ballpark number to compare with your monthly revenue. If your estimated shipping costs will put you in the red, free shipping may not be the best option (even with the bump in orders). If this is the case, consider qualified or flat-rate shipping instead — more on both below.
📚 Recommended reading: Our list of shipping best practices for ecommerce businesses.
Consider flat-rate shipping instead
Offering a flat-rate shipping charge is one way to give customers a low-cost shipping option without absorbing the entire cost yourself.
Even if you can’t afford free shipping, charging one flat shipping cost for all orders on your site incentivizes larger orders. And, if you can keep the flat rate low, it can convince customers who just want to make a small order to convert.
Set up flat rate shipping in Shopify
Setting up flat rate shipping is quick and easy if you use Shopify: Here’s how to do it.
Determine your free shipping limit
Most brands can’t support universally-free shipping. That’s why a qualified free shipping option based on factors like order size or location is such a good option.
The most straightforward way to offer qualified free shipping is to set a minimum order amount. But in terms of your bottom line, this minimum threshold needs to be high enough that you aren’t losing money on most transactions.
Here’s a formula for calculating your free shipping threshold:
Free shipping threshold = (Average shipping cost per order / gross profit margin percentage as a decimal) + average value of an order
Free shipping threshold = ($10 / .30) + $50
Free shipping threshold = $83.33
The result you get from this formula is the average amount at which free shipping won’t create a loss for you.
Now in some cases that figure will be too high to be all that relevant. “Free shipping on orders $350+” can make sense for some retailers, but not those with an average ticket of $50.
Fit Small Business gives additional formulas for calculating a minimum threshold that still operates at a loss.
Consider free shipping for returns
Customers hate paying for return shipping. If you can afford it, letting shoppers return an item for free is a great way to avoid driving them away. It also can create repeat business, low-effort experiences, and encourage loyalty.
Of course, free returns leave you vulnerable to expensive spammers and order spikes. So, tighten up your return policy and try to incentivize exchanges over returns to protect lost revenue.
Find other ecommerce differentiators besides free shipping
Ecommerce is a wide field, and your business is competing for only a small slice of the market. Look for differentiators with lower cost pressures and high levels of impact that may be unique to your industry or market.
Free shipping isn’t the only thing that matters. Fast delivery also makes a difference in many industries and markets. Can you outmaneuver your competition by offering next-day shipping, even at a premium price? Perhaps your customers will be willing to pay for faster service if it isn’t available elsewhere.
Here are a few other areas you might explore in search of other ecommerce differentiators:
- Unique services
- Ecosystem effects (think Apple: “Our products all work better together, so stick with us across our catalog”)
- Value-adds (freebies, discounts on future orders, etc.)
- Multiple shipping and delivery options, including fast or flat rate
- Eco-friendly shipping or packaging approaches
Similarly, you may not be able to prioritize free shipping until you figure out other logistics like inventory management, order management, order fulfillment, order tracking, and returns management.
How to offer free shipping on a budget
If you’re ready to put together your free shipping strategy, use these tips to craft a program that’s enticing to online shoppers without destroying your bottom line.
1) Increase product prices to absorb the cost of shipping
According to research from the Baymard Institute, 48% of shoppers abandoned their cart because the extra costs were too high. People like the transparency of seeing one price without getting surprised by additional fees at checkout.
Speaking generally, most customers would prefer to pay $50 for an item that ships free than spend $45 on the same item, only to discover an additional $5 charge for shipping in their shopping carts. Even though you’re passing shipping costs onto the customer in other ways, you still give buyers the perception of lower costs overall.
Consider raising your prices to include shipping costs to limit surprises at checkout and increase transparency.
2) Offer a “free shipping for orders over” model to incentivize higher AOVs
Offering free shipping when a customer reaches a minimum price threshold can be a powerful strategy for raising ticket value.
Customers will frequently add more items to reach that threshold, increasing average order value (AOV), overall revenue, and your business’s order volume as a whole.
To make it easy for customers to see how close they are to free shipping, add an app to your ecommerce store (like the Essential Free Shipping Bar for Shopify stores) that shows progress visually. For example, Gorgias customer OLIPOP makes it easy for folks to see how many more packs of soda they need to purchase to get free shipping.
This is also a great way to build upselling into your strategy. When customers are looking for additional items to meet the free shipping threshold, consider showing items that pair well at checkout. This automation is easy to add via the app store if you’re on Shopify, and you can see how OLIPOP sneaks in suggestions in the screenshot above.
If you’re going to offer completely free shipping, make sure you use it as a marketing tool and make it very clear to shoppers. For example, Woxer uses a banner at the top of its site to announce that it offers free shipping across the US no matter the order total.
A cohesive and realistic shipping strategy is highly valuable to any company that ships products to people because it is part of your brand image.
📚 Recommended reading: Our guide to creating an ecommerce shipping and fulfillment strategy.
3) Offer subscription-based products to increase LTV
In a survey conducted by Salesforce for CFO, more than half of survey respondents said that 40% of their revenue was made up of subscriptions.
A subscription format is powerful because it ensures repeat purchases and raises the overall lifetime value (LTV) of customers who opt in. If you choose to become part of the subscription economy, you could choose to offer free shipping on subscriber orders only. That way you limit the amount of free shipping you give, and further incentivize shoppers to sign up for a subscription.
4) Limit free shipping to certain items, customers, or locations
Stores with wide product catalogs that include many low-dollar items may not be able to offer blanket free shipping. But, you can limit free shipping to certain high-dollar product categories, select items within those categories, people who live within a certain distance, or VIP customers.
Here are a few approaches you can use to limit free shipping:
- Shoppers must reach a designated spend threshold
- Free shipping is limited to members (like Amazon Prime or Madewell Insider)
- Free shipping is limited to shoppers with a certain number of points in a loyalty program (a service like LoyaltyLion can help you manage this)
- Shipping costs are location based (For example, US only if your store is located there)
- Products that cost over a certain dollar amount automatically qualify
5) Partner with a third-party logistics company to offer free (sometimes two-day) shipping at scale
Partnering with a third-party logistics company allows you to split inventory across multiple fulfillment centers throughout the nation. That means they’ll end up closer to customers’ homes, which reduces shipping costs because of location proximity, and means that you can offer faster shipping for less cost.
ShipBob is a great option for this, as they’re a trusted global fulfillment company.
Take care of your shoppers with the Gorgias + ShipBob integration. Sync shipping data with your helpdesk, reduce tab-shuffling, and help you improve customer experience during fulfillment.
6) Optimize your packaging for cost
Shipping fees are calculated based on item weight, size, speed, and distance to destination. And the size and weight of your packaging contribute to that cost. Cutting down on the dimensions of your packaging where possible and using lighter-weight mailers can lower the cost of each package.
📚Recommended reading: 8 Tips to Minimize Shipping Costs and Maintain Quick Delivery
7) Create a limited-time free shipping offer
There’s nothing quite as powerful as a ticking timer, whether it’s a 15% off coupon that’s only good for the next hour or a sale that only lasts for the weekend. Discounts are powerful, but free shipping can be just as enticing.
Consider adding free shipping promotions to existing promotional events such as holiday sales, store anniversary sales, Black Friday and Cyber Monday, and other seasonal events pertinent to your industry and market.
Time-limited holiday sales can be effective, but they also tend to be some of your busiest sales windows in any given year. If you could use some additional help with your logistics this upcoming Black Friday and Cyber Monday, check out our complete guide to BFCM logistics.
📚Recommended reading: The 12 Best Shipping Software Tools for Ecommerce Stores
Provide world-class customer service with Gorgias
Free shipping is often one key to a world-class customer experience in ecommerce. But whatever you choose to do with your shipping policies, you absolutely must pair it with world-class customer service and support. Customers will appreciate your free shipping, but they’ll love you (and show it through repeat business) when you outpace the competition in terms of customer service.
Gorgias is an all-in-one customer service and helpdesk platform built for ecommerce businesses like yours. It integrates with a variety of different apps, like LoyaltyLion, Attentive, and Klaviyo. We operate at the speed of ecommerce, empowering you to serve and scale like never before. We also offer support for logistics like free shipping and order management, largely thanks to our many ecommerce integrations.
Ready to see what Gorgias can do? Get started for free right now!
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