Join us for Moments That Matter: Meet the Modern Helpdesk
September 10 at 12PM EST.
Save your seat
Search our articles
Search
How to Make Your Help Center LLM-Friendly
Your Help Center doesn’t need a rebuild. It just needs a smarter structure so AI can find what customers ask about most.
TL;DR:
- You don’t need to rebuild your Help Center to make it work with AI—you just need to structure it smarter.
- AI Agent reads your content in three layers: Help Center, Guidance, and Actions, following an “if / when / then” logic to find and share accurate answers.
- Most AI escalations happen because Help Docs are vague or incomplete. Start by improving your top 10 ticket topics—like order status, returns, and refunds.
- Make your articles scannable, define clear conditions, link next steps, and keep your tone consistent. These small tweaks help AI Agent resolve more tickets on its own—and free up your team to focus on what matters most.
As holiday season support volumes spike and teams lean on AI to keep up, one frustration keeps surfacing, our Help Center has the answers—so why can’t AI find them?
The truth is, AI can’t help customers if it can’t understand your Help Center. Most large language models (LLMs), including Gorgias AI Agent, don’t ignore your existing docs, they just struggle to find clear, structured answers inside them.
The good news is you don’t need to rebuild your Help Center or overhaul your content. You simply need to format it in a way that’s easy for both people and AI to read.
We’ll break down how AI Agent reads your Help Center, finds answers, and why small formatting changes can help it respond faster and more accurately, so your team spends less time on escalations.
{{lead-magnet-1}}
How AI Agent uses your Help Center content
Before you start rewriting your Help Center, it helps to understand how AI Agent actually reads and uses it.
Think of it like a three-step process that mirrors how a trained support rep thinks through a ticket.
1. Read Help Center docs
Your Help Center is AI Agent’s brain. AI Agent uses your Help Center to pull facts, policies, and instructions it needs to respond to customers accurately. If your articles are clearly structured and easy to scan, AI Agent can find what it needs fast. If not, it hesitates or escalates.
2. Follow Guidance instructions
Think of Guidance as AI Agent’s decision layer. What should AI Agent do when someone asks for a refund? What about when they ask for a discount? Guidance helps AI Agent provide accurate answers or hand over to a human by following an “if/when/then” framework.
3. Respond and perform
Finally, AI Agent uses a combination of your help docs and Guidance to respond to customers, and if enabled, perform an Action on their behalf—whether that’s changing a shipping address or canceling an order altogether.
Here’s what that looks like in practice:
This structure removes guesswork for both your AI and your customers. The clearer your docs are about when something applies and what happens next, the more accurate and human your automated responses will feel.
A Help Center written for both people and AI Agent:
- Saves your team time
- Reduces escalations
- Helps every customer get the right answer the first time
What causes AI Agent to escalate tickets, and how to fix it
Our data shows that most AI escalations happen for a simple reason––your Help Center doesn’t clearly answer the question your customer is asking.
That’s not a failure of AI. It’s a content issue. When articles are vague, outdated, or missing key details, AI Agent can’t confidently respond, so it passes the ticket to a human.
Here are the top 10 topics that trigger escalations most often:
Each of these topics needs a dedicated, clearly structured Help Doc that uses keywords customers are likely to search and spells out specific conditions.
Here’s how to strengthen each one:
- Order status: Include expected delivery timelines, tracking link FAQs, and a clear section for “what to do if tracking isn’t updating.”
- Return request: Spell out eligibility requirements, time limits, and how to print or request a return label.
- Order cancellation: Define cut-off times for canceling and link to your “returns” doc for shipped orders.
- Product quality issues: Explain what qualifies as a defect, how to submit photos, and whether replacements or refunds apply.
- Missing item: Clarify how to report missing items and what verification steps your team takes before reshipping.
- Subscription cancellation: Add “if/then” logic for different cases: if paused vs. canceled, if prepaid vs. monthly.
- Order refund: Outline refund timelines, where customers can see status updates, and any exceptions (e.g., partial refunds).
- Product details: Cover sizing, materials, compatibility, or FAQs that drive most product-related questions.
- Return status: State how long returns take to process and where to check progress once a label is scanned.
- Order delivered but not received: Provide step-by-step guidance for checking with neighbors, filing claims, or requesting replacements.
Start by improving these 10 articles first. Together, they account for nearly half of all AI Agent escalations. The clearer your Help Center is on these topics, the fewer tickets your team will ever see, and the faster your AI will resolve the rest.
How to format your Help Center docs for LLMs
Once you know how AI Agent reads your content, the next step is formatting your help docs so it can easily understand and use them.
The goal isn’t to rewrite everything, it’s to make your articles more structured, scannable, and logic-friendly.
Here’s how.
1. Use structured, scannable sections
Both humans and large language models read hierarchically. If your article runs together in one long block of text, key answers get buried.
Break articles into clear sections and subheadings (H2s, H3s) for each scenario or condition. Use short paragraphs, bullets, and numbered lists to keep things readable.
Example:
How to Track Your Order
- Step 1: Find your tracking number in your confirmation email.
- Step 2: Click the tracking link to see your delivery status.
- Step 3: If tracking hasn’t updated in 3 days, contact support.
A structured layout helps both AI and shoppers find the right step faster, without confusion or escalation.
2. Write for “if/when/then” logic
AI Agent learns best when your Help Docs clearly define what happens under specific conditions. Think of it like writing directions for a flowchart.
Example:
- “If your order hasn’t arrived within 10 days, contact support for a replacement.”
- “If your order has shipped, you can find the tracking link in your order confirmation email.”
This logic helps AI know what to do and how to explain the answer clearly to the customer.
3. Clarify similar terms and synonyms
Customers don’t always use the same words you do, and neither do LLMs. If your docs treat “cancel,” “stop,” and “pause” as interchangeable, AI Agent might return the wrong answer.
Define each term clearly in your Help Center and add small keyword variations (“cancel subscription,” “end plan,” “pause delivery”) so the AI can recognize related requests.
4. Link to next steps
AI Agent follows links just like a human agent. If your doc ends abruptly, it can’t guide the customer any further.
Always finish articles with an explicit next step, like linking to:
- A form
- Another article
- A support action page
Example: “If your return meets our policy, request your return label here.”
That extra step keeps the conversation moving and prevents unnecessary escalations.
5. Keep tone consistent
AI tools prioritize structure and wording when learning from your Help Center—not emotional tone.
Phrases like “Don’t worry!” or “We’ve got you!” add noise without clarity.
Instead, use simple, action-driven sentences that tell the customer exactly what to do:
- “Click here to request a refund.”
- “Fill out the warranty form to get a replacement.”
A consistent tone keeps your Help Center professional, helps AI deliver reliable responses, and creates a smoother experience for customers.
LLM-friendly Help Centers in action
You don’t need hundreds of articles or complex workflows to make your Help Center AI-ready. But you do need clarity, structure, and consistency. These Gorgias customers show how it’s done.
Little Words Project: Simple formatting that boosts instant answers
Little Words Project keeps things refreshingly straightforward. Their Help Center uses short paragraphs, descriptive headers, and tightly scoped articles that focus on a single intent, like returns, shipping, or product care.
That makes it easy for AI Agent to scan the page, pull out the right facts, and return accurate answers on the first try.
Their tone stays friendly and on-brand, but the structure is what shines. Every article flows from question → answer → next step. It’s a minimalist approach, and it works. Both for customers and the AI reading alongside them.
Dr. Bronner’s: Making tools work for the team
Customer education is at the heart of Dr. Bronner’s mission. Their customers often ask detailed questions about product ingredients, packaging, and certifications. With Gorgias, Emily and her team were able to build a robust Help Center that helped to proactively give this information.
The Help Center doesn't just provide information. The integration of interactive Flows, Order Management, and a Contact Form automation allowed Dr. Bronner’s to handle routine inquiries—such as order statuses—quickly and efficiently. These kinds of interactive elements are all possible out-of-the-box, no IT support needed.
Ekster: Building efficiency through automation and clarity
When Ekster switched to Gorgias, the team wanted to make their Help Center work smarter. By writing clear, structured articles for common questions like order tracking, returns, and product details, they gave both customers and AI Agent the information needed to resolve issues instantly.
"Our previous Help Center solution was the worst. I hated it. Then I saw Gorgias’s Help Center features, and how the Article Recommendations could answer shoppers’ questions instantly, and I loved it. I thought: this is just what we need." —Shauna Cleary, Head of Ecommerce at Ekster
The results followed fast. With well-organized Help Center content and automation built around it, Ekster was able to scale support without expanding the team.
“With all the automations we’ve set up in Gorgias, and because our team in Buenos Aires has ramped up, we didn’t have to rehire any extra agents.” —Shauna Cleary, Head of Ecommerce at Ekster
Learn more: How Ekster used automation to cover the workload of 4 agents
Rowan: Clean structure that keeps customers (and AI) on track
Rowan’s Help Center is a great example of how clear structure can do the heavy lifting. Their FAQs are grouped into simple categories like piercing, shipping, returns, and aftercare, so readers and AI Agent can jump straight to the right topic without digging.
For LLMs, that kind of consistency reduces guesswork. For customers, it creates a smooth, reassuring self-service experience.
TUSHY: Balancing brand voice with automation
TUSHY proves you can maintain personality and structure. Their Help Center articles use clear headings, direct language, and brand-consistent tone. It makes it easy for AI Agent to give accurate, on-brand responses.
“Too often, a great interaction is diminished when a customer feels reduced to just another transaction. With AI, we let the tech handle the selling, unabashedly, if needed, so our future customers can ask anything, even the questions they might be too shy to bring up with a human. In the end, everybody wins!" —Ren Fuller-Wasserman, Senior Director of Customer Experience at TUSHY
Quick checklist to audit your Help Center for AI
Ready to put your Help Center to the test? Use this five-point checklist to make sure your content is easy for both customers and AI to navigate.
1. Are your articles scannable with clear headings?
Break up long text blocks and use descriptive headers (H2s, H3s) so readers and AI Agent can instantly find the right section.
2. Do you define conditions with “if/when/then” phrasing?
Spell out what happens in each scenario. This logic helps AI Agent decide the right next step without second-guessing.
3. Do you cover your top escalation topics?
Make sure your Help Center includes complete, structured articles for high-volume issues like order status, returns, and refunds.
4. Does each article end with a clear next step or link?
Close every piece with a call to action, like a form, related article, or support link, so neither AI nor customers hit a dead end.
5. Is your language simple, action-based, and consistent?
Use direct, predictable phrasing. Avoid filler like “Don’t worry!” and focus on steps customers can actually take.
By tweaking structure instead of your content, it’s easier to turn your Help Center into a self-service powerhouse for both customers and your AI Agent.
Make your Help Center work smarter
Your Help Center already holds the answers your customers need. Now it’s time to make sure AI can find them. A few small tweaks to structure and phrasing can turn your existing content into a powerful, AI-ready knowledge base.
If you’re not sure where to start, review your Help Center with your Gorgias rep or CX team. They can help you identify quick wins and show you how AI Agent pulls information from your articles.
Remember: AI Agent gets smarter with every structured doc you publish.
Ready to optimize your Help Center for faster, more accurate support? Book a demo today.
{{lead-magnet-2}}
The Power of Suggestion: Why Subtle Cues Create Better Conversations
TL;DR:
- Suggestion turns browsing into buying by gently guiding action instead of forcing it.
- Fewer, clearer choices reduce decision fatigue and help shoppers move forward with confidence.
- A well-timed prompt with a friendly tone can make automation feel like a real conversation.
- Good design earns trust by being subtle, approachable, and easy to engage with.
- Small, thoughtful cues create moments of connection that make shoppers feel understood.
Shopping today isn’t a linear funnel. It’s a fluid conversation. Browse → question → help → buy → return → repeat.
Every step is a dialogue between the shopper’s intent and the brand’s response.
But what bridges the gap between “just looking” and “I’m buying” isn’t persuasion or urgency — it’s suggestion: the subtle design, timing, and language cues that guide action without forcing it.
When done well, suggestion becomes the architecture of trust. It’s also the best way to make AI-powered experiences feel human-first, not tech-first.
This article explores how the power of suggestion — rooted in behavioral psychology and UX design — shapes modern conversational commerce.
Why suggestion matters in the age of conversational commerce
The average ecommerce shopper faces thousands of micro-decisions from the moment they land on a site. Which product? Which variant? Which review to trust? Which shipping method? Each one adds cognitive weight.
Psychologist Barry Schwartz coined the term The Paradox of Choice to describe how abundance often leads to paralysis. In his research, participants faced with too many options were less likely to make a choice and less satisfied when they did.
In ecommerce, that means overload costs conversions. When shoppers must evaluate too many variables, they hesitate, second-guess, or abandon.
Shoppers today expect empathy and ease, not persuasion. When you suggest rather than push, you signal empathy and support.
This is especially important for conversational commerce. Suggestion humanizes automation by making AI interactions feel like conversations rather than transactions.
When you push and persuade, you create a memorable experience for customers — but it’s not the kind you want them to remember.
One Reddit thread perfectly captures the problem: a user tried to cancel their Thrive Market membership and had to ask nine times before the chatbot complied.
Each time, the AI assistant tried to talk them out of it (offering deals, guilt-tripping responses, or irrelevant messages) until the customer’s frustration boiled over.
The thread exploded not just because it was mildly infuriating, but because it illustrated what customers fear most about automation: a lack of empathy.
Suggestion is how you design for trust, ease, and interaction. And for ecommerce and CX professionals, suggestion bridges browsing and buying by prompting dialogue in a gentle, psychologically sound way.
5 ways to use suggestion with agentic AI
The magic of suggestion is that it works with human psychology, not against it. It bridges the space between what a shopper wants to do and what helps them do it.
That’s the foundation of the Fogg Behavior Model, developed by Stanford’s Dr. BJ Fogg. The model states that behavior happens when three things intersect:
- Motivation — the user wants to do something.
- Ability — they can do it easily.
- Prompt — they’re nudged at the right moment.
When these three align, the likelihood of action skyrockets.
In conversational commerce, suggestion is the gentle push that turns intent into interaction.
Below are five ways to apply suggestion with agentic AI (think chat, assistants, and marketing tools) to drive trust, dialogue, and conversion.
1. Build trust with a friendly invitation
A first impression shapes the entire interaction.
A greeting like “Need help?” or “Looking for something special?” signals availability without applying pressure. It’s the digital equivalent of a store associate smiling and saying, “Let me know if you need anything.”
This works because of linguistic framing, which is a form of persuasive language that subtly shapes how people interpret intent.
- Sentences using personal pronouns (“you,” “we”) increase perceived warmth and empathy.
- Questions (vs. imperatives) activate a conversational schema in the brain, inviting a cooperative response.
- Short, low-stakes phrasing signals that engagement is voluntary.
In practice, this means:
- Replace “Start chat now” with “Need a hand finding the right fit?”
- Use punctuation and tone cues that convey friendliness.
- Let the chat invite linger rather than pop up suddenly — this gives users agency.
Take a look at Glamnetic. Its shopping assistant sits at the bottom-right corner of every page. While shoppers scroll on the homepage, a prompt appears: “Shop with AI.” It’s transparent about being an AI chat, but subtle enough to be there for shoppers when they’re ready to use it at their own leisure.
Gorgias Shopping Assistant is an easy way to do this. At the right moment, Shopping Assistant appears with a greeting such as “Need help?” or “Chat with our AI!” It’s friendly, low-pressure, optional, more “Hey I’m here if you need” than “Buy now!”
2. Make decisions easier by offering fewer choices
If you’ve ever scrolled through 80 product filters and given up, you’ve experienced choice overload. This is the Paradox of Choice in action:
More options = higher cognitive effort = lower satisfaction.
Suggestion works because it reduces mental effort. When an AI assistant limits quick-reply options to just a few (say, “Long sleeve,” “Short sleeve,” “Sleeveless”), it transforms chaos into clarity.
Each small tap provides forward momentum, a concept known as the goal-gradient effect: the closer we feel to completing a goal, the faster and more positively we act.
How can you apply this to agentic AI?
- Keep quick replies between 3–5 choices — enough to feel personalized, not overwhelming.
- Present them as progressive steps, not isolated decisions (e.g., “Show me styles” → “Show me colors” → “Add to cart”).
- Always include a “Something else” or “Other” option to preserve user autonomy.
- Refresh options dynamically based on prior selections — a technique known as choice scaffolding.
Gorgias’s Shopping Assistant does this well, surfacing only the most relevant next steps. Instead of forcing open-ended typing, it guides shoppers through mini-decisions that build confidence. Here’s an example from Okanui, showing four clear options to reply to Shopping Assistant.
3. Encourage interaction with a user-friendly design
Before a shopper reads a single word of text, their brain has already judged whether your interface feels safe to engage with.
That’s the Aesthetic–Usability Effect — when people perceive something as visually appealing, they assume it will be easier and more trustworthy to use.
Design psychologist Don Norman put it best: “Attractive things work better because they make people feel better.”
Here’s why visual subtlety matters:
- Rounded edges and soft shapes signal continuity and friendliness (the human brain associates curves with safety; sharp angles with danger).
- Muted palettes and neutral contrast lower visual stress, allowing the interface to fade into the background until needed.
- Micro-animations — like a gentle glow or slide-in — trigger attention without hijacking focus.
- Minimizable elements give users a sense of control, reducing resistance to engagement.
OSEA’s product description page is a beautiful example of unintrusive design in action. The buttons have rounded edges, the 10% offer isn’t covering other page elements, and the chat sits in the bottom-right corner, making it easily accessible if a shopper has questions about the product.
4. Match your timing to the customer’s pace
Timing is everything in suggestion-based design. Even the most thoughtful interaction will fail if it appears at the wrong moment.
That’s where the Fogg Behavior Model becomes tactical: Behavior = Motivation × Ability × Prompt
When shoppers are motivated (interested in a product) and able (engaging is easy), a well-timed prompt (chat bubble, message, or offer) turns potential into action.
But mistime it, and you risk the opposite. A chat that appears too early feels like spam. Too late, and the user’s interest window closes.
Here’s how to align the timing sweet spot:
- Use behavioral triggers: Fire prompts after meaningful engagement (e.g., 25–30 seconds on a product page, reaching 70% scroll depth, or idling for 15 seconds).
- Match prompt to context: Offer size guidance on apparel pages, warranty info near checkout, or live help on return pages.
- Respect frequency: One well-placed nudge beats five redundant ones.
- Localize timing: Adjust based on device and location. Mobile users often need faster cues due to shorter browsing sessions.
Gorgias Shopping Assistant does all of the above. Using context — such as the current page, conversational context, and cart behavior — helps the AI trigger prompts like “Need help choosing a size?” or “Have questions about shipping?”
5. Aim to educate, reassure, or inspire — not just sell
Every small suggestion — a phrase, a button shape, a pause, a tone — creates what behavioral economists call a moment of micro-trust.
Individually, these moments may feel insignificant. But together, they turn a static interface into a relationship.
When greeting, choices, design, and timing align, conversation becomes the natural outcome — not the goal. That’s what conversational commerce gets right: it reframes success from “did they convert?” to “did they connect?”
For CX teams, this shift requires designing for the emotional continuity of the experience:
- Did each prompt respect the shopper’s autonomy?
- Did the interaction feel like a two-way exchange?
- Did the system adapt to intent rather than dictate it?
We love this example from Perry Ellis to drive this tip home:
Designing for trust in an age of AI
As AI continues to shape how people shop, brands face a choice: Design for control, or design for trust.
Suggestion is the path to the latter.
The right cue, delivered at the right time, reminds people that even in automated spaces, there’s still room for empathy and understanding.
Gorgias was built on the belief that great commerce starts with conversation, not conversion.
{{lead-magnet-2}}
Newsletter Signup
The best in CX and ecommerce, right to your inbox
Featured articles
How to Prep for Peak Season: BFCM Automation Checklist
A no-fluff checklist to automate your support, streamline operations, and boost CX before the BFCM surge hits.
TL;DR:
- Start by cleaning up your Help Center. Update your articles based on last year’s data, using plain language and clear policy details to boost self-service.
- Use automations to streamline ticket routing and support efficiency. Set rules for tagging, escalation, and inbox views, so your team can respond faster.
- Prep your macros, AI, and staffing plan in advance. Build responses for top FAQs, train AI on the right sources, and forecast agent needs to avoid burnout.
- Automate logistics, upselling, and QA to stay ahead. From showing shipping timelines to flagging low-quality responses, automation ensures smooth operations and more revenue during peak season.
Getting ready for that yearly ticket surge isn’t only about activating every automation feature on your helpdesk, it’s about increasing efficiency across your entire support operations.
This year, we’re giving you one less thing to worry about with our 2025 BFCM automation guide. Whether your team needs a tidier Help Center or better ticket routing rules, we’ve got a checklist for every area of the customer experience brought to you by top industry players, including ShipBob, Loop Returns, TalentPop, and more.
{{lead-magnet-1}}
2025 BFCM automation checklist
- Tidy up your Help Center
- Audit your docs
- Review last year’s BFCM data to find your must-have articles
- Update your policy details
- Edit content using easy-to-understand language
- Expedite your ticket routing automations
- Set up automated ticket tags
- Create an inbox view for each category
- Set escalation rules for urgent tickets
- Set up mandatory Ticket Fields
- Prep your macros and AI agent
- Write macros for your top FAQs
- Train your AI on the right sources
- Define the limits of what AI should handle
- Forecast your BFCM staffing needs
- Use ticket volume to estimate the number of agents
- Plan extra coverage with automation or outsourcing
- Run agent training sessions on BFCM protocols
- Map out your logistics processes
- Negotiate better rates and processing efficiencies
- Automate inventory reorder points
- Build contingency plans for disruptions
- Show shipping timelines on product pages
- Maximize profits with upselling automations
- Guide shoppers with smart recommendations
- Suggest alternatives when items are out of stock
- Engage hesitant shoppers with winback discounts
- Keep support quality high with QA automations
- Automate ticket reviews with AI-powered QA
- Track both agent and AI responses
- Turn QA insights into coaching opportunities
Tidy up your Help Center
Your customer knowledge base, FAQs, or Help Center is a valuable hub of answers for customers’ most asked questions. For those who prefer to self-serve, it’s one of the first resources they visit. To ensure customers get accurate answers, do the following:
- Audit your docs
- Review last year’s BFCM data to find your must-have articles
- Update your policy details
- Edit content using easy-to-understand language
1. Audit your docs
Take stock of what’s currently in your database. Are you still displaying low-engagement or unhelpful articles? Are articles about discontinued products still up? Start by removing outdated content first, and then decide which articles to keep from there.
Related: How to refresh your Help Center: A step-by-step guide
2. Review last year’s BFCM data to find your must-have articles
Are you missing key topics, or don’t have a database yet? Look at last year’s tickets. What were customers’ top concerns? Were customers always asking about returns? Was there an uptick in free shipping questions? If an inquiry repeats itself, it’s a sign to add it to your Help Center.
3. Update your policy details
An influx of customers means more people using your shipping, returns, exchanges, and discount policies. Make sure these have accurate information about eligibility, conditions, and grace periods, so your customers have one reliable source of truth.
Personalization tip: Loop Returns advises adjusting your return policy for different return reasons. With Loop’s Workflows, you can automatically determine which customers and which return reasons should get which return policies.
Read more: Store policies by industry, explained: What to include for every vertical
4. Edit content using easy-to-understand language
Customers want fast answers, so ensure your docs are easy to read and understand. Titles and answers should be clear. Avoid technical jargon and stick to simple sentences that express one idea. To accelerate the process, use AI tools like Grammarly and ChatGPT.
No time to set up a Help Center? Gorgias automatically generates Help Center articles for you based on what people are asking in your inbox.
Expedite your ticket routing automations
Think of ticket routing like running a city. Cars are your tickets (and customers), roads are your inboxes, and traffic lights are your automations and rules. The better you maintain these structures, the better they can run on their own without needing constant repairs from your CX team.
Here’s your ticket routing automation checklist:
- Tag every ticket
- Create views for each category you need (VIP, Returns, Troubleshooting, etc.)
- Set escalation rules for urgent tickets
- Set up mandatory Ticket Fields
1. Set up automated ticket tags
Instead of asking agents to tag every ticket, set rules that apply tags based on keywords, order details, or message type. A good starting point is to tag tickets by order status, returns, refunds, VIP customers, and urgent issues so your team can prioritize quickly.
Luckily, many helpdesks offer AI-powered tags or contact reasons to reduce manual work. For example, Gorgias automatically detects a ticket’s Contact Reason. The system learns from past interactions, tagging your tickets with more accuracy each time.
2. Create an inbox view for each category
Custom or filtered inbox views give your agents a filtered and focused workspace. Start with essential views like VIP customers, returns, and damages, then add specialized views that match how your team works.
If you’re using conversational AI to answer tickets, views become even more powerful. For example, you might track low CSAT tickets to catch where AI responses fall short or high handover rates to identify AI knowledge gaps. The goal is to reduce clutter so agents can focus on delivering support.
3. Set escalation rules for urgent tickets
Don’t get bogged down in minor issues while urgent tickets sit unanswered. Escalation rules make sure urgent cases are pushed to the top of your inbox, so they don’t risk revenue or lead to unhappy customers.
Tickets to escalate to agents or specialized queues:
- Lost packages
- Damaged items
- Defective items
- Failed payments
- Open tickets without a follow-up
4. Set up mandatory Ticket Fields to get data right off the bat
Ticket Fields add structure by requiring your team to capture key data before closing a ticket. For BFCM, make fields like Contact Reason, Resolution, and Return Reason mandatory so you always know why customers reached out and how the issue was resolved.
For CX leads, Ticket Fields removes guesswork. Instead of sifting through tickets one by one, you’ll have clean data to spot trends, report on sales drivers, and train your team.
Pro Tip: Use conditional fields to dig deeper without overwhelming agents. For example, if the contact reason is “Return,” automatically prompt the agent to log the return reason or product defect.
Prep your macros and AI agent
Macros and AI Agent are your frontline during BFCM. When prepped properly, they can clear hundreds of repetitive tickets. The key is to ensure that answers are accurate, up-to-date, and aligned with what you want AI to handle.
- Write macros for your most common FAQs
- Train your AI on the right sources
- Define the limits of what AI should handle
1. Write macros for your top FAQs
Customers will flood your inbox with the same questions: “Where’s my order?” “When will my discount apply?” “What’s your return policy?” Write macros that give short, direct answers up front, include links for details, and use placeholders for personalization.
Bad macro:
- “You can track your order with the tracking link. It should update soon.”
Good macro:
- “Hi {{customer_firstname}}, you can track your order here: {{tracking_link}}. Tracking updates may take up to 24 hours to appear. Here’s our shipping policy: [Help Center link].”
Pro Tip: Customers expect deep discounts this time of year. BPO agency C(x)atalyze recommends automating responses to these inquiries with Gorgias Rules. Include words such as “discount” AND “BFCM”, “holiday”, “Thanksgiving”, “Black Friday”, “Christmas”, etc.
2. Train your AI on the right sources
AI is only as good as the information you feed it. Before BFCM, make sure it’s pulling from:
- Your Help Center with updated FAQs and policies
- Internal docs on return windows, promos, and shipping cutoffs
- Product catalogs with the latest details and stock info
- BFCM-specific resources like discount terms or extended support hours
Double-check a few responses in Test Mode to confirm the AI is pulling the right information.
3. Define the limits of what AI should handle
Edge cases and urgent questions need a human touch, not an automated reply. Keep AI focused on quick requests like order status, shipping timelines, or promo eligibility. Complex issues, like defective products, VIP complaints, and returns, can directly go to your agents.
Pro Tip: In Gorgias AI Agent settings, you can customize how handovers happen on Chat during business hours and after hours.
Forecast your BFCM staffing needs
Too few agents and you prolong wait times and miss sales. Too many and you’ll leave your team burned out. Capacity planning helps you find the balance to handle the BFCM surge.
1. Use ticket volume to estimate the number of agents
Use your ticket-to-order ratio from last year as a baseline, then apply it to this year’s forecast. Compare that number against what your team can realistically handle per shift to see if your current staffing plan holds up.
Read more: How to forecast customer service hiring needs ahead of BFCM
2. Plan extra coverage with automation or outsourcing
You still have options if you don’t have enough agents helping you out. Customer service agency TalentPop recommends starting by identifying where coverage will fall short, whether that’s evenings, weekends, or specific channels. Then decide whether to increase automation and AI use or bring in temporary assistance.
3. Run agent training sessions on BFCM protocols
Before the holiday season, run refreshers on new products, promos, and policy changes so no one hesitates when the tickets roll in. Pair training with cheat sheets or an internal knowledge base, giving your team quick access to the answers they’ll need most often.
Map out your logistics processes
Expect late shipments, low inventory, and more returns than usual during peak season. With the proper logistics automations, you can stay ahead of these issues while reducing pressure on your team.
ShipBob and Loop recommend the following steps:
- Negotiate better rates and processing efficiencies
- Automate your reverse logistics
- Connect your store, 3PL, and WMS
- Automate inventory reorder points
- Show shipping timelines on product pages
1. Negotiate better rates and processing efficiencies
Shipping costs add up fast during peak season. Work with your 3PL or partners like Loop Returns to take advantage of negotiated carrier rates and rate shopping tools that automatically select the most cost-effective option for each order.
2. Automate inventory reorder points
To maintain a steady supply of products, set automatic reorder points at the SKU level so reorders are triggered once inventory dips below a threshold. More lead time means fewer ‘out of stock’ surprises for your customers.
3. Build contingency plans for disruptions
Bad weather, delays, or unexpected demand can disrupt shipping timelines. Create a playbook in advance so your team knows exactly how to respond when things go sideways. At minimum, your plan should cover:
- Weather disruptions - Do you have a backup plan if carriers can’t pick up shipments due to storms or severe conditions?
- Carrier overloads - Which alternative carriers or routes can you switch to if primary partners are at capacity?
- Inventory shortages - How will you handle overselling, low stock alerts, or warehouse imbalances?
- Demand drop-offs - How will you reallocate inventory if BFCM sales don’t match forecasts?
4. Show shipping timelines on product pages
Customers want to know when their order will arrive before they hit checkout. Add estimated delivery dates and 2-day shipping badges directly on product pages. These cues help shoppers make confident decisions and reduce pre-purchase questions about shipping times.
Pro Tip: To keep those timelines accurate, build carrier cutoff dates into your Black Friday logistics workflows with your 3PL or fulfillment team. This allows you to avoid promising delivery windows your carriers can’t meet during peak season.
Maximize profits with upselling automations
You’ve handled the basics, from ticket routing to staffing and logistics. Now it’s time to go beyond survival. Upselling automations create an end-to-end experience that enhances the customer journey, shows them products they’ll love, and makes it easy to buy more with confidence. To put them to work:
- Guide shoppers with smart recommendations
- Suggest alternatives when items are out of stock
- Engage hesitant shoppers with winback discounts
1. Guide shoppers with smart recommendations
BFCM puts pressure on customers to find the right deal fast, but many don’t know what they’re looking for. Make it easier for them with macros that point shoppers to bestsellers or curated bundles. For a more advanced option, conversational AI like Gorgias Shopping Assistant can guide browsers on their own, even when your agents are offline.
2. Suggest alternatives when items are out of stock
No need to damage your conversion rate just because customers missed the items they wanted. Automations can recommend similar or complementary products, keeping customers engaged rather than leaving them empty-handed.
If an item is sold out, set up automations to:
- Suggest similar items like another size, color, or variation of the same product.
- Highlight premium upgrades such as a newer model or higher-value version that’s in stock.
- Cross-sell and offer bundles to keep the order valuable even without the original item.
- Notify customers about restocks by letting shoppers sign up for back-in-stock alerts.
3. Engage hesitant customers with winback discounts
Automations can detect hesitation through signals like abandoned carts, long checkout times, or even customer messages that mention keywords such as “too expensive” or “I’ll think about it.” In these cases, trigger a small discount to encourage the purchase.
You can take this a step further with conversational AI like Gorgias Shopping Assistant, which detects intent in real time. If a shopper seems uncertain, it can proactively offer a discount code based on the level of their buying intent.
Keep support quality high with QA automations
During BFCM, speed alone is not enough. Customers expect accurate, helpful, and on-brand responses, even when volume is at its highest. QA automations help you prioritize quality by reviewing every interaction automatically and flagging where standards are slipping. To make QA part of your automation prep:
- Automate ticket reviews with AI-powered QA
- Track both agent and AI responses
- Turn QA insights into coaching opportunities
1. Automate ticket reviews with AI-powered QA
Manual QA can only spot-check a small sample of tickets, which means most interactions go unreviewed. AI QA reviews every ticket automatically and delivers feedback instantly. This ensures consistent quality, even when your team is flooded with requests.
Compared to manual QA, AI QA offers:
- Full coverage: Every ticket is reviewed, not just a sample.
- Instant feedback: Agents get insights right after closing tickets.
- Consistency: Reviews are unbiased and use the same criteria across all interactions.
- Scalability: Works at any ticket volume without slowing down your team.
2. Track both agent and AI responses
Customers should get the same level of quality no matter who replies. AI QA evaluates both human and AI conversations using the same criteria. This creates a fair standard and gives you confidence that every interaction meets your brand’s bar for quality.
3. Turn QA insights into coaching opportunities
QA automation is not just about grading tickets. It highlights recurring issues, unclear workflows, or policy confusion. Use these insights to guide targeted coaching sessions and refine AI guidance so both humans and AI deliver better results.
Pro Tip: Pilot your AI QA tool with a small group of agents before peak season. This lets you validate feedback quality and scale with confidence when BFCM volume hits.
Give your ecommerce strategy a boost this holiday shopping season
The name of the game this Black Friday-Cyber Monday isn’t just to get a ton of online sales, it’s to set up your site for a successful holiday shopping season.
If you want to move the meter, focus on setting up strong BFCM automation flows now.
Gorgias is designed with ecommerce merchants in mind. Find out how Gorgias’s time-saving CX platform can help you create BFCM success. Book a demo today.
{{lead-magnet-2}}
AI Agent Keeps Getting Smarter (Here’s the Data to Prove It)
2025 was a big year for AI Agent—and the data proves just how much smarter it’s become.
TL;DR:
- AI Agent is getting more accurate every month: It’s improved 14.9% this year thanks to better LLMs, constant updates, and user feedback.
- It writes more correctly than most humans: With a 4.77/5 language score, it’s nailing grammar, tone, and clarity better than human agents.
- It’s empathetic, too: AI Agent now shows more empathy and listens better than human agents.
- Brands are gaining confidence fast: Quality scores jumped from 57% to 85% in just a few months, and CX teams are noticing.
- Customers are almost as happy with AI as with humans: AI Agent’s CSAT is just 0.6 points shy of human agents’ average CSAT.
Handing trust over to AI can be intimidating. One off-brand reply and you undo the reputation and customer loyalty you’ve worked so hard to build.
That’s why we’ve made accuracy our top priority with Gorgias AI Agent.
For the past year, the Gorgias team has been hard at work fulfilling the pressing demand for accuracy and speed. AI Agent is getting smarter, faster, and more reliable, and merchants and their customers are happier with the output.
Here’s the data.
{{lead-magnet-1}}
AI Agent delivers more accurate answers than ever
This year, AI Agent’s accuracy rose from 3.55 to 4.08 out of 5, a 14.9% improvement from January. This average score is based on CX agents' ratings of AI Agent responses in the product, on a scale of 1 to 5.
In the past year, we’ve improved knowledge retrieval, added new integrations, expanded reporting features, and asked for more feedback in-product.
We saw the steadiest leap in July, right after the release of GPT-5. AI Agent began reaching levels of consistency and accuracy that agents could trust.
AI Agent writes with more linguistic precision than humans
Clear, easy-to-understand language helps people trust what they’re reading. Website Planet found that 85% more visitors bounced from a page when typos were present. That’s why we’ve made it a priority for AI Agent to respond to customers with correct grammar, syntax, and tone of voice.
The efforts have paid off: AI Agent scores a high 4.77 out of 5 in language proficiency compared to 4.4 for human agents. The result is error-free messages that are easy to read and consistent with your brand vocabulary.
AI Agent shows that empathy can be scaled
Accuracy isn’t just about saying the right thing; it’s also about how a message lands. For that reason, we track AI Agent’s communication quality. Did it reply with empathy? Did it exhibit active listening and respond with clear phrasing?
Recently, AI Agent is even scoring slightly above humans with 4.48 out of 5 in communication, compared to 4.27. This means AI Agent captures the nuance of every message by considering the background context and acknowledging customer frustration before it gives customers a solution.
AI Agent resolves every part of a customer’s question
What happens when a ticket ends without a clear answer? Customers feel neglected and leave the chat still unsure. This can make your brand look out of touch, leaving customers with the lingering feeling that you don’t care.
But don’t worry, we built AI Agent to close that loop every time: AI Agent’s resolution completeness score sits at a perfect 1 out of 1, compared to 0.99 out of 1 for human agents.
In practice, this means customers feel cared for and understood, while your team receives fewer follow-ups, giving them more time to focus on strategic, high-priority tasks.
Read more: A guide to resolution time: How to measure and lower it
Brand confidence is on the rise
Building a great product is a two-way conversation between our engineers and the people who use it. We listen, review feedback, ship changes, and measure what improves.
From January to November 2025, AI Agent quality rose from about 57% to 85%. August was the first big step up, and September kept climbing. Brands are seeing fewer low-quality or incorrect answers and more steady decisions.
This is proof that merchants and their shoppers are witnessing the improvements we’ve been making, for the better.
Related: The engineering work that keeps Gorgias running smoothly
Shoppers are rating AI support almost as high as human support
At the end of the day, what matters is how customers feel when they talk to support. Do they trust the answer? Do they find it helpful? Are they running into more friction with AI than without it?
Our data shows that customers are appreciating AI assistance more and more. Since the start of 2025, AI Agent on live chat has gotten a CSAT score 40% closer to the average CSAT of human agents. For email, the gap has narrowed by about 8%.
The goal is to eventually achieve a gap of zero. At this point, AI’s support quality is indistinguishable from that of humans. To get there, we’re focusing on practical improvements like accuracy, clear language, complete answers, and better handoff rules.
How we measure CSAT gap: The CSAT gap is calculated by subtracting AI CSAT from human CSAT. When the number is closer to zero, AI is catching up. When it’s negative, AI is still below human results.
Reliable AI interactions start with accuracy
Behind every accurate AI reply is a team that cares about the details. AI Agent doesn’t make up answers—it follows what you teach it. The more effort your team puts into maintaining an up-to-date Help Center and Guidance, the better the customer experience becomes.
As we look ahead to 2026, we’re focused on fine-tuning knowledge retrieval logic, refining Guidance rules, and continuously learning from feedback from you and your customers.
We’re proud of the strides AI Agent continues to make, and can’t wait for more brands to experience the accuracy for themselves.
Want to see how AI Agent delivers exceptional accuracy without sacrificing speed? Book a demo or start a trial today.
{{lead-magnet-2}}
Why Faster Isn’t Always Better: The Pitfalls of Fast-Only Customer Support
Speed has become AI's main selling point in CX, but that narrow focus creates long-term problems down the line.
TL;DR:
- Fast ≠ good. Chasing faster replies without accuracy or empathy leads to frustrated customers, burned-out agents, and declining CSAT.
- Speed-only AI backfires. Quick but wrong responses damage trust and increase ticket volume.
- Train your AI like a new hire. The best results come when AI learns your tone, workflows, and policies—not when it’s treated as plug-and-play.
- Balance speed with quality. Brands like Boody, Cocorico, and TUSHY show that when AI is trained thoughtfully, teams can scale automation and keep the human touch.
- Adopt an accuracy-first mindset. The future of CX belongs to brands that prioritize reliability, empathy, and consistency over being the fastest.
Speed gets all the glory in customer support. The faster the reply, the happier the customer. That’s not always true. When CX teams chase response times at the expense of accuracy or empathy, they often end up with the opposite effect. Frustrated customers, burned-out agents, and slipping CSAT are common when speed is the only priority.
As more teams adopt AI tools that promise instant results, the risk grows. Quick responses mean nothing if they’re wrong or robotic.
In this post, we’ll unpack why “fast” doesn’t always mean “good” and how an accuracy-first approach to AI leads to better support, and stronger customer relationships in the long run.
The speed trap: why CX teams fall for it
Response time has become the go-to measure of “good” support. Dashboards light up green when messages are answered in seconds, and teams celebrate shaved-down handle times.
But focusing on speed alone can create a dangerous blind spot.
When “fast” becomes the only KPI that matters, CX leaders make speed-at-all-costs decisions. They may roll out untrained AI tools, overuse canned replies, or push agents to close tickets before solving real problems.
On paper, the metrics look great. In reality, customer sentiment quietly drops.
It’s no surprise that 86% of consumers say empathy and human connection matter more than a quick response when it comes to excellent customer experience.
Fast support might satisfy your dashboard, but thoughtful, accurate service is what satisfies your customers.
Pitfall #1: Maximizing speed and sacrificing quality
A chatbot replies instantly, but gives the wrong answer. The customer follows up again, frustrated. Now your ticket volume has doubled, your agents are backlogged, and the customer’s confidence in your brand has dropped.
That’s the hidden cost of speed-first support. When teams prioritize quick replies over correct ones, CSAT falls, costs rise, and trust erodes. Customers remember the experience, not the timestamp.
They want to feel understood and confident that their issue is solved. A fast reply that misses the mark doesn’t deliver reassurance, empathy, or clear next steps. It’s not speed they value. It’s resolution, accuracy, and a sense that someone genuinely cared enough to get it right.
Bad AI answers sting more than slow ones because they feel careless. Especially when they repeat the same mistakes. Accuracy builds credibility; speed without it breaks it.
How Boody delivers high-quality replies while maintaining speed
Boody, for example, found the balance. With AI trained on their tone of voice and workflows, they reduced response times from hours to seconds while maintaining a high CSAT score and freeing agents for meaningful work.
The bamboo apparel brand uses Gorgias AI Agent to reassure the customer that someone is on the way to help, especially for urgent situations. It’s been instrumental in collecting preliminary information for more nuanced situations, like photos and product numbers for warranty claims.
As Boody’s CX Manager, Myriam Ferraty, explained the key is using AI to provide instant low-effort answers when customers need a prompt response.
“If a customer reaches out about product feedback or issues, AI Agent prompts the customer to give us all the information we need. When an agent gets to the ticket, they can jump into solution mode right away.” —Myriam Ferraty, CX Manager at Boody
Boody found a way to avoid the “fast but frustrating” trap by pairing speed with quality, and the numbers prove it:
- 99.88% faster first-response times: Boody’s AI Agent reduced average response times from 7 hours to just 31 seconds.
- 9+ hours shorter resolution times: Within one month of implementation, resolution times dropped significantly while accuracy stayed high.
- 26% of all interactions handled by AI: Their AI agent took on repetitive queries, freeing human agents for higher-value conversations.
- 10% revenue lift from support: With agents focused on community engagement and brand experience, customer interactions began driving measurable revenue.
These results show what happen when CX teams train AI thoughtfully, it can becomes a trusted extension of the support team, instead of only increasing speed booster.
Takeaway: Fast and good is possible, but only when your AI is trained, guided, and measured for precision, not just speed.
Read more: How CX leaders are actually using AI: 6 must-know lessons
Pitfall #2: Treating AI as plug-and-play
Many CX teams expect AI to “just work” out of the box. They install a shiny new tool, flip the switch, and hope it starts solving tickets overnight. But AI isn’t a magic button. It’s a new team member. And like any new hire, it needs training, context, and feedback to perform well.
Untrained AI can quickly go off-script. It might give inconsistent answers, slip into the wrong tone, or worse, hallucinate information altogether. The consequences are confused customers, damaged trust, and more cleanup work for your human agents.
AI performs best when it’s trained on your brand voice, policies, and knowledge base. The best CX teams don’t settle for default settings or cookie-cutter templates. They invest time to train their AI. That’s what turns it from a generic chatbot into a genuine brand representative.
How Cocorico’s well-trained AI led to customer trust (and laughter)
Cocorico, a French fashion brand, shows what this looks like in practice. Instead of setting AI loose, their team invested time in teaching it how to communicate naturally and on-brand. Within just a few months, they achieved:
- 48% automation rate, handling nearly half of all customer requests.
- 22-second average first-response time, without losing personalization.
At first, Cocorico’s Ecommerce Manager, Margaux Pourrain, admitted she was hesitant to trust AI, “We were apprehensive about launching AI. On the technical side, I thought, ‘Would the AI respond professionally? Would it respond appropriately? Could it create more work by requiring constant verification?’ On the customer experience side, I was nervous it would feel impersonal.”
Her doubts didn’t last long. Once trained on Cocorico’s workflows and brand tone, AI transformed how the team engaged with customers, “AI Agent responds so personally that customers often don’t realize they’re talking to AI. We’ve even seen customers interacting playfully and joking around with Maurice.”
Takeaway: With proper training and oversight, AI can become a trusted teammate that enhances customer experience rather than diluting it.
Read more: How AI Agent works & gathers data
Pitfall #3: Losing the human touch
When CX teams chase faster replies above all else, it’s easy to forget that great support involves connection. Agents and AI start focusing on closing tickets instead of solving problems.
Speed-only goals create fast but flat experiences that technically help customers but don’t feel human.
Over-automation can strip away the warmth and personality that make a brand memorable. Customers might get an answer in seconds, but if it lacks empathy or context, trust takes a hit. Research supports that brands that prioritize emotional intelligence in support interactions see stronger loyalty and retention rates.
How TUSHY keeps their AI playful, not robotic
TUSHY, the bidet brand known for its witty tone, took a more thoughtful approach to automation. With Gorgias Shopping Assistant, pre-sale questions about compatibility, installation, and recommendations are handled automatically. This frees up human agents to focus on relationship-building conversations.
As Ren Fuller-Wasserman, TUSHY’s Senior Director of Customer Experience, explained, keeping conversations authentic was central to their approach:
“Too often, a great interaction is diminished when a customer feels reduced to just another transaction. With AI, we let the tech handle the selling, unabashedly, if needed, so our future customers can ask anything, even the questions they might be too shy to bring up with a human. In the end, everybody wins!”
That human touch has paid off. TUSHY’s Shopping Assistant mirrors their playful brand voice and delivers real results:
- +20% increase in chat conversion rate overall
- 81% higher conversion rate compared with human agents
- 13× ROI from the Shopping Assistant investment
“Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models,” Fuller-Wasserman said. “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.”
Takeaway: Automation shouldn’t erase your brand’s humanity, it should amplify it. When AI is trained to reflect your tone and values, it can boost both efficiency and emotional connection.
The smarter path forward: accuracy-first AI
The future of customer support doesn’t involve being the fastest. Instead it means being the most reliable. Accuracy-first AI reframes automation from a race to respond into a strategy to build trust.
When customers get the right answer, in the right tone, every time, they’re more likely to stay loyal, even if it takes a few seconds longer.
So what does accuracy-first AI actually look like?
- Starts with training and clear guardrails: Like any new team member, your AI needs onboarding. These guardrails include context, escalation rules, and examples of what “great” looks like.
- Learns from past tickets and feedback: Continuous improvement keeps your AI sharp and aligned with evolving customer expectations.
- Reflects your tone and knowledge base: Every response should sound like you, not a generic script.
- Complements instead of replaces human agents: AI should take the repetitive load so humans can focus on empathy, problem-solving, and connection.
Accuracy-first AI is a mindset shift. Teams that treat AI as a coachable teammate, not a plug-and-play tool, will unlock faster resolutions and higher CSAT in the long run.
Read more: Coach AI Agent in one hour a week: SuitShop’s guide
Build for accuracy, instead of speed
Speed might win you a customer’s attention, but accuracy is what earns their trust. Fast replies mean little if they’re wrong, off-brand, or robotic. The real differentiator in modern CX isn’t how quickly you respond, it’s how effectively you resolve issues and make customers feel understood.
AI should enhance your team’s expertise, not replace it. Train it on your tone, coach it like a new hire, and measure it on quality as much as efficiency.
The brands that will thrive in the AI era won’t always be the fastest. They’ll be the most reliable, human, and consistent.
Looking for AI-led support that’s fast and human? Book a demo with Gorgias to see how accuracy-first automation can elevate your support.
{{lead-magnet-2}}
Further reading
Boost sales through SMS and customer service integrations
No items found.
How To Scale Customer Support During Peak Season
The Peak Season is a stressful period for most merchants. According to a recent study, 75% of them are concerned about the rising customer service needs during that time of the year. Let’s walk through some of the best practices to make the most out this increase in customer service needs.
 |
But first, let’s read about a customer support story that happened a while ago.
The Black Fridge Story
Dan is hanging-out in his kitchen when he realizes that his fridge is no longer working. He decides to contact the customer support team of the fridge merchant and waits for an answer. Unfortunately for Dan, this happens a week before Black Friday and the merchant team is lost under the huge spike in tickets.
 |
So Dan waits three days before his request is taken care of by a contractor hired two days ago to help with the workload. Dan gets redirected to the manufacturer of the fridge and, also after 3 days, gets a first answer.
Dan gets into what is called ‘the maze’ and gets redirected to another person. Seven days after he first contacted the merchant, he finally gets a technician to come at his place fix his fridge. The technician comes over but realizes he need some parts to fix the fridge that take another 7 days to be delivered. The parts that arrive are not the right ones and a new order needs to be made.
It’s been more than two weeks since Dan first tried to get help and this makes him crazy. He goes back to the fridge merchant to ask for a fridge replacement and gets a response after 4 days. He gets told that replacements cannot be made as it goes against the merchant policy.
Dan starts telling the story on social media to kill the merchant reputation. The story goes viral and eventually Dan gets his fridge replaced.
Nobody wins in this story, and this terrible situation could have been avoided with a few of the coming tips.
Tip #1: Leverage support to promote your marketing efforts
What’s the open rate of your email promotions? 5, 10, 20%? And what’s the open rate of customer service messages? Probably close to 100%. So what if you made these promotions in those customer support tickets to leverage on the support you’re making?
 |
Tip #2: Your support staff should be your sales associates
Make sure your customer support heroes provide the same experience to your potential customers as if they were physically going to a store and being advised. You’ll end up making relationships with your customers and turning them into ambassadors for your brand.
Tip #3: Create macros for the most common Peak Season questions
We pulled out the tickets of 600 customers to understand some of the most common questions that your team can expect to receive. Here are the results we got.
 |
Those make up for 40% of your requests. You can actually prepare for it to decrease your response time. There are three ways to do so:
- Make sure you have one macro for each question. If you are not familiar yet with macros, check this out.
- Make sure your FAQ sectionis up to date to answer these questions.
- Set up automatic responses so they get answers straight away to these common questions.
Tip #4: Respond faster to wow your customers
People usually expect you to answer within two hours if not more. By responding in a few minutes you’ll make your customers amazed by your efficiency and will prevent them from going to your competitors. Best, they’ll spread the word on how professional you are and you might end up gaining a few more customers on the way. Here’s an interesting graph we came up with using our customer service statistics.
 |
The repeat rate is the % of your customers who are going to make a new purchase after they already made an order. As you can see, people who already called for the customer service help and got a good experience out of it are way more likely to make a new purchase.
Tip #5: Staff to handle the support spike
You might want to hire a few temporary people to handle the spike in tickets. Bear in mind however that these guys don’t know your product so make sure to train them a few days before accordingly. Make it a rule that if one of your support guys can’t answer a question within five minutes, then it’s best for them to pass it over to somebody else, instead of rushing into giving a wrong answer and end up like Dan in our fridge story.
Tip #6: Build a wall of love to boost morale and track comment
While your team maybe be stressed out by the workload, make sure you build a system that highlights the best reviews and show them they are making people happy and doing a good work.
Takeaways
By increasing the number of people on your customer support team (tip #5) to handle the tickets spike and focusing on not only answering requests fast to impress them (tip #4) using of macros and other tools (tip #3) but also giving them a proper experience (tip #2), you’ll be sure to turn your customers into ambassadors for your brand but also increase your repeat rate. Make sure to also leverage the support spike by including promotions in your requests answers (tip #1). Finally, don’t forget to cheer up your team by creating a wall of love (tip #6) to let them know about the great reviews they get from happy customers.
A Year of Customer Service Quotes to Inspire Support Agents
Being a support agent has got to be one of the most trying jobs a person can have. Dealing with unhappy customers in your helpdesk isn’t anyone’s idea of a good time. So, if you want your team to treat your customers as invited guests, even under tense circumstances, it’s your job to motivate them. These excellent customer service quotes can help.
Here’s How to Leverage Customer Service Quotes to Inspire Your Support Team
Whether you’re a support team manager or the owner of your company, you know that keeping your staff encouraged and upbeat at work is crucial to efficient customer service operations, especially in the face of challenging interactions with frustrated customers. It’s one way to reduce the load on your support team. So, you need to do what you can to keep your environment cheerful.
Think of your team as a group of football players and yourself their cheerleader. You need to use positive language, words of affirmation, and other motivational tactics to keep your support machine well-oiled and increase customer loyalty. So, where do customer service quotes come in?
Chalkboard/Whiteboard
 |
Yes, offices still use whiteboards or chalkboards. If you’re one of them, this might be the best way to deliver your quotes. If you work in an office with your team, you can use a chalkboard or whiteboard, posted in a visible place, to display your motivational tidbits for the month. You don’t need any animations or tricks to get the point across — just make sure the quote is written legibly.
 |
Email is one of the most commonly used communication channels in every business. So, alternatively, if you work with a remote team, a monthly email with a quote followed by your own thoughts can help promote an optimistic vibe within your operations. Your staff is likely checking emails all day anyway. So, you can be sure they’ll see your message, and they can save it to their personal desktop if they want to. (By the way, check out these 16 email templates to help your agents deliver quality service quickly.)
Desk Reminder
 |
Everyone has a desk, right? If this is true, and if your team is small enough, you can give (by hand or mail, depending on where your staff works) each employee a poster or card to display at their own desk. They can pin it to the wall behind their workspace or keep it in a drawer to remind them each time they open it.
Custom Calendars
 |
And, if you’re feeling creative, you can create custom desk calendars with a new quote displayed for each month of the year. This idea is nice because it’s functional as well as fun. Plus, it gives staff the feeling that they’ve gotten a gift. Gifts in themselves are pretty effective workplace motivators.
Mass Text Messages
 |
Finally, if you want to leverage technology, consider setting up a staff opt-in for an SMS campaign wherein you send the quotes directly to the mobile phones of your support agents. Or, send a text message to each support agent individually. The great thing about this idea is that your agents are likely on their phones when they’re not working, so it keeps your operations at the front of their minds.
A Customer Service Quote for Each Month of the Year
Now, let’s look at a year’s worth of quotes to keep your team feeling like their perky, happy selves. Whether you’re sending out a monthly email all year long, or posting your quote next to the portrait on the wall of your employee of the month, you’ll need twelve of them -- one for each month of the year. So, here you go!
- January: “A customer talking about their experience with you is worth ten times that which you write or say about yourself.”
- David J. Greer
January is the beginning of a new year. In most places, it’s still cold outside, the holidays are over, and your staff are just getting back into the swing of things after the holiday rush at work and festivities at home. When it comes to an inspiring customer service quote, you need one that sets the stage for the rest of the year.
What better place to start than reminding your staff that their performance at work will affect the entire company. The above quote is from David J. Greer, coach and author of Wind in Your Sails: Vital Strategies That Accelerate Your Entrepreneurial Growth. In this book, Greer uses sailing metaphors and experiential wisdom to convey some powerful business messages.
 |
The above quote should warm your team up nicely. And, it should remind them that, at the end of the day, a review can make or break your business. So, their job is to deliver the kind of experience that enhances your company’s word-of-mouth marketing, not harms it.
- February: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
- Steve Jobs
The second month of the year is a time of romance. February 14th is Valentine’s Day. At this time, most people across the globe celebrate their love in remembrance of St. Valentine, the patron of affianced couples. So, your quote for the month should at least attempt to reflect this. And, it should inspire the team to want to lean-in more intimately to customers’ needs.
Fortunately for you, the late Steve Jobs, magnate, entrepreneur, investor, and co-founder of Apple, said just what your team needs to hear. His advice is to get close to the customer. You and your team can use the tokens of affection you see around you as reminders of how to treat shoppers that come to you with their problems.
 |
This customer service quote serves as a reminder that the relationship between your brand and your shoppers should feel like a personal one -- there should be a spark ready to ignite. And, when you really care about people, you naturally want what’s best for them. Since you’re theoretically the experts in everything related to your product offering, you should know what to offer before their questions are even asked.
- March: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
- Jeff Bezos
March is the month for St. Patrick’s Day (and my great grandmother’s birthday) celebrations and Spring Equinox. In a nutshell, festivities and fun happen in March. People are getting out and having a good time. So, this month’s customer service quote should reflect this.
And, guess what? Jeff Bezos, entrepreneur, investor, and CEO/ founder of Amazon, can shine some light on what you need. Follow his lead and be amazing hosts to your party guests. You can’t offer your shoppers drinks, but you can give them an experience that they won’t forget. And, if your team is having fun, so will your customers. Make each day better than the last.
 |
Help you support team imagine that your brand is a party and everyone on the other end of the line is a welcomed friend. Cultivating a great shopping and support experience is a surefire way to increase your eCommerce conversion rates and make every day more enjoyable. When everyone is having fun, everyone wins!
- April: “Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer!”
- Gene Buckley
April showers bring May flowers. The word April is derived from Latin aperit, which means “open.” And, one of the most important customer service skills your agents can possess is the ability to be open to the needs of your shoppers. At the very least, the needs of the customer must come before those of the support staff. So, remind your team with the perfect customer service quote.
Gene Buckley has you covered. The senior director of customer success, health, and life sciences at Microsoft knows the right time to be smart -- in the shower. The right time to be smart is not when your customer needs you. Actually, when you’re working, you need to be humble.
 |
Here’s a brighter, more emotional way to say the customer is always right. Save your critical thinking for the moments when you’re alone -- before you fall asleep at night and in the shower. When you’re serving, be present and serve. Listen and make sure the customer knows you’re listening.
- May: “Make a customer, not a sale.”
- Katherine Barchetti
In May, flowers are starting to bloom, Spring is officially in the air, and people are experiencing more happiness in general. For some people, life seems more colorful. So, this month, you might want to keep things simpler than usual. You might want to inspire agents with a quote that gets straight to the point.
The retail success story, Katherine Barchetti was Pittsburgh’s retail success story. While her stores are no longer open, her wisdom lives on. She built an empire based on the idea that the customer was much more important to success than sales. In reality, the two go hand-in-hand. But, her words are a great reminder for any support agent.
 |
Envision your customer as a person, not a series of dollar signs. You don’t like being treated like a thing, and neither do your shoppers. Help your agents remember this wisdom with the above quote. In the end, this is the simplest idea at the core of every successful customer service ecosystem.
- June: “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
- Henry Ford
June is the first month of Summer. Children are getting out of school, barbecues are starting, and people are getting outdoors more. They’re also spending. And, if you focus on the right things, you could be a major player in where they spend. And, the right things aren’t what most people think. How can you remind your agents what the right frame of mind is at this time of year?
Henry Ford, the magnate behind Ford motors, requires no introduction, as his empire is strong even decades after his passing. What did Ford have to say about customer service? Basically, he said it is everything. Absolute devotion to service is his idea of the key ingredient for success. And, it would be unwise to disagree. So, share his wisdom with your agents in June.
 |
Let this serve as a reminder of how truly important the job of a support agent is in the big picture. Service is the heart of a thriving brand.
- July: “Customers want positive, consistent experiences. Consistency creates confidence, which can lead to retention and loyalty.”
- Shep Hyken
July is when freedom rings. In the United States, independence day falls in July, when people are getting together playing games and lighting off fireworks. Hint: this happens every year, consistently. And, people continue to celebrate the same way each time. So, it might be a helpful idea to share a reminder with your staff about the value of consistencye, potentially with the help of call scripts. But, how?
Take a look at this quote from Shep Hyken, who speaks nationwide to expert audiences about customer service and experience. He says that consistent positivity is what drives retention and loyalty from shoppers. Hyken has been featured on major television channels and is trusted and endorsed by enterprise brands. His advice is worthwhile for any support team.
 |
Not only is the job of a support agent to be positive and make customers happy -- true satisfaction also stems from a consistent experience of your brand. When people know what to expect from you, they begin to trust you. And, when people trust you, they want to put effort into maintaining a relationship.
Your support agents, by delivering a consistent, positive experience, play a major role in the success of your company. Share this quote to remind them.
- August: “Your most unhappy customers are your greatest source of learning.”
- Bill Gates
August is the time of year when parents are getting ready to send their kids back to school. Schedules are being rattled yet again. And, it’s the time of year when people are soaking up the last of their Summer vacations, which might cause a bit of anxiety. There’s so much going on that consumers might be a bit more on-edge than usual. How can you help your agents cope?
Your go-to for this month, Bill Gates -- principal founder of the Microsoft corporation -- provides an excellent reminder of the fact that not every learning opportunity comes wrapped in a pretty package. In fact, the dissatisfied customers you come across can be the best teachers. Use this as a reminder to find the silver lining and take everything you can from every situation.
 |
Not every support experience within your operations is going to feel pleasant. So, use dissatisfaction as an opportunity to learn about products, service tactics, and communication. Your agents should be learning how to transmute tense situations into opportunities to optimize your brand experience. So, this month use the above quote to remind them of this.
- September: “Good customer service costs less than bad customer service.”
- Sally Gronow
Ah, September -- the beginning of Fall and prep time for your final quarter operations. You’re probably getting ready for the busiest season of the year. While you’re trying to figure out how to cut costs, your support agents are still plugging away at their jobs, wondering if they’re going to have to help train the new prospects showing up for your customer service interviews. What’s a good quote to share with your team?
Sally Gronow is the head of customer service at Dŵr Cymru Welsh Water in the UK. And, while you may not have heard of her, she has a simplistic yet genius answer. Your support staff could find great wisdom in the reminder that a crappy experience is going to cost so much more than a great one, even if it takes more effort to provide it; use the idea to keep your service team motivated this month.
 |
Sometimes, it can feel like a lot of work to help a customer through an emotionally mucky issue. But, in the end, it will take a lot more effort to dig yourself out of the hole created when you fail to help them. Poor reviews, loss of retention, and devastating negative word of mouth can kill your business. The responsibility of going the extra mile to deliver satisfaction falls on your support team.
- October: “Customer service shouldn’t just be a department; it should be the entire company.”
- Tony Hsieh
October is a time for harvest; this is the time of year when people come together to reap the rewards of the past year’s efforts. Community is one of the main themes of the month outside the office. So, you should try to create the same theme inside your company. And, luckily, just the quote exists to remind your support team.
The CEO of Zappos (an outrageously successful online shoe and clothing retailer), Tony Hsieh, said something that fits perfectly with the idea of community. He said that customer service is more than just one group of people within a company, that it should be everyone in the company. And, his wisdom is the perfect reminder for this time of year.
 |
You may or may not be able to depend on the other forward-facing departments to have the same level of impact as the service team. But, remember that a support agent’s job is the backbone of the company. And, together, your team can move mountains. In the end, the ability to serve the customers well is the central indicator of a successful company.
- November: “Next time you get bad service, speak up. Remember: it’s your money you are defending – money you worked hard for. Tell the company and others. Use the internet and social media. That’s how customer service will improve for all of us.”
- Larry Winget
For every retailer, Black Friday and Cyber Monday are days you’ve been prepping for all year. And, your support team knows this. If you participate in the promotions, these days are going to be your busiest days of the year, especially where customer support is concerned. It might be a good idea to get your team ready by flipping the script -- what are consumers (not CEOs and support experts saying?
Larry Winget, author and self-proclaimed “Pitbull of Personal Development,™” encourages consumers to speak out when their expectations aren’t met by customer service teams and brands. The people are cheering each other on with empowering words to ‘say something’ when they’re dissatisfied. So, while your team is under enough pressure to succeed already, it’s crucial that they know how a bad experience could affect your operations.
 |
Just to stir things up a bit, throw in a customer service quote from a consumer. Make sure your support staff knows that everything they say and do will be scrutinized by the customers they are serving. And, it also has the potential to be seen and heard by the public. So, remind your team to give people something positive to talk about!
- December: “Exceed your customers’ expectations. If you do, they'll come back over and over. Give them what they want - and a little more.”
- Sam Walton
You’ve made it through Black Friday, but your year isn’t over. Consumers are still shopping for last-minute holiday gifts and they’re celebrating. They’re giving each other gifts, sharing time together, and partying it up this time of year. What they’re trying to do is exceed their loved ones’ expectations to express their love.
Sam Walton, founder of Walmart and Sam’s Club, said something that fits the sentiment perfectly. He said that companies should go above and beyond the expectations of their shoppers. And, that’s how he grew a small kingdom for himself, from the ground up.
 |
Here’s a little reminder that the best practice for agents is to take each interaction a step further than expected -- from dissatisfaction to delight. Keep your team reminded of this and you might be able to crown yourself as well.
What other customer service quotes do you use to motivate your team?
Interested in an easy, full-featured support system for your online store? Start your free trial of Gorgias today.
6 examples of successful brand partnerships for Shopify
Building and promoting a Shopify store can be a grind. That's why more and more stores are looking for ways to boost their cred (and profitability) through brand marketing partnerships.
Teaming up with another brand to boost awareness and profits is nothing new. Everyone from Bonne Belle & Dr. Pepper to BMW & Louis Vuitton has joined marketing forces in the past—with epic results.
The good news is, you can use some of the past brand marketing partnerships to build your own partnership ideas for your Shopify store.
In this guide, we're going to walk you through six examples of successful brand marketing partnerships, and how you can replicate their success stories into your Shopify store.
Why should Shopify stores look to partner with other brands?
Partnering up with another brand is one of the oldest marketing tricks in the book.
However, a lot of Shopify owners struggle to see how a partnership can work in eCommerce. The reality is, it's the message behind the partnership, and the way a campaign is built, that makes it successful—not the platform the products are being sold through.
The positives for partnering with another brand are endless. Firstly, your store builds up a strong partnership with another brand and boost your bottom line. And if the partnership is successful, it can make your store a more sought after choice for other stores wanting to partner up.
The big win of partnering up is, more often than not, one of the brands is a little less known than their partner. Not everyone will be willing to spend their hard-earned cash in an eCommerce store that hasn't built up its name yet. But partnering with a brand that's doing well in the eCommerce space? Yeah, that's going to drive traffic straight through your doors.
Not only will partnerships make you more reputable, but it can also decrease the risk for shoppers that are making a purchase on a new site for the very first time.
But other wins come out of successful brand marketing partnerships.
#1. You can join PR forces
When it comes to marketing budgets, it's only natural that one partner will have a larger budget than the other. If you're joining up with another brand, the budget burden of marketing a new campaign or product is instantly halved.
But it's not just about chopping your marketing budget. Any influencers, bloggers, and high-level journalists that your partnering brand has relationships with can also be opened up to your store. Use them to your advantage.
#2. More resources = better offers and giveaways for your customers
Okay, so the advantage of being able to join budgets with a partnering store is a big one.
If you do decide to join forces with another store, you can pool money for a cash award or products for a bundled giveaway in exchange for a customer's email address.
The reward? You will be collecting a bunch of new email addresses for remarketing campaigns later, long after the partnership has run its course.
#3. Partnerships can create a ton of awareness for both brands
Whether the partnering store is selling similar products to yours or they're in a completely different field, combining brands means you can bring a ton of awareness to your brand through new audiences.
According to Gregory Pollack from MarketingProfs, the secret to a partnership's success and awareness relies on integration.
"Well-crafted partnership brand marketing should include every possible touchpoint that your business has with its customers—both traditional and non-traditional marketing, including the Internet, special events, advertising, promotions, public relations, packaging, merchandising, and a host of other marketing components," he writes.
"Marketing alliances don't just present an opportunity to create promotions; they also establish a base from which to create distribution opportunities, providing a great chance to leverage either geographic distribution or merchandising within a store."
Okay, so now you know why you should be partnering up with another brand. Let's look at how you can use past successful brand marketing partnerships to supercharge your own successful campaigns.
6 examples of successful partnerships you should steal
- Apple and Hermès
The popularity of the Apple Watch has been insane. The product has outsold every last one of the biggest names in the watch industry over the past two years:
In 2018 alone, Apple sold 22.5 million of its trademark watches. It makes sense, then, that fashion giant Hermès was keen to get a piece of the (Apple) pie.
The partnership between the two brands was first carved out in 2015. It proved so popular that Apple geared the release of the third Apple Watch around the new Hermès Apple collection.
It's a super smart collab. Not only has Apple been able to market the Hermès version of the watch at three times the regular sales price ($1400 a pop), it has also exposed their product to more fashion-conscious consumers.
Fashion Director Roseanne Morrison said the collab has proven a success for both brands.
"I think some of those collaborations have been good for both brands because it elevates some of these long-term heritage brands to a new level of technological synergy that can help them get younger customers," she said.
How can you use it in your own store?
If you are struggling to crack into a new market, this type of campaign is perfect for getting consumers to look at your products in a whole new light.
Has a tech store caught your eye recently that you can see matching up with the quirkiness or edginess of your own store? Do you own an office supply store that is struggling to crack into the millennial market?
Reach out to a brand which is absolutely nailing the market you are trying to crack. See if they would be interested in building a product, or joining promotional efforts. Chances are, your potential partner is also struggling in the market that you're dominating.
2. Spotify & Hulu
Spotify and Hulu have recently decided to bundle up their products and offer them both at a discounted price.
The partnership works on a two-tiered system.
For the first 3 months, the user gets Hulu for $2.97. After that, they will get both services for $5 cheaper than if they were paying for both services separately.
It's super smart if people were already thinking about signing up for Hulu (it might be the push they need to sign up). And if a customer is already paying for both services separately, it will be saving them money.
It's also a win-win for Spotify and Hulu. Both brands are opened up to a different target audience, and a lot of consumers may be curious to give the products a try purely because of the low price tag.
These partnerships take a lot of work, but the benefits can be worth it.
How can you use it in your own store?
Even if you aren't selling tech, you can still use this example in your own store. Pair up with another Shopify store, and ask them if they would be willing to bundle some products with yours for a discount.
The best way to do this would be to run a promotional campaign that boosts both brands. Try selling the product bundles on a separate landing page, so you're able to track and measure their success effectively.
3. HDX Hydration and Clean Bottle
Everybody loves free samples.
The key to making sure you aren't throwing away money with free samples is partnering up with a store that aligns with your target market.
It was this formula that drove the partnership between HDX Hydration and Clean Bottle.
HDX Hydration sells clean, healthy hydration mixes for bottled water. They were only just starting out in their Shopify journey when they approached Clean Bottle to collaborate.
HDX Hydration knew they had to crack their target market to succeed. By teaming up with a company that produced easy-to-clean water bottles, they quickly narrowed in on their target market.
The company approached Clean Bottle and asked them to ship free samples of their product with their purchases. This ensured that their freebies were landing in the hands of customers that were already qualified for their product.
How can you use it in your own store?
Team up with a company that could include your free samples in their shipments. Or go one step further, and offer to include their free samples in your shipments as well.
By having a minimum spend, your partner will also increase their profits on their sales. The allure of a free gift is sometimes all it takes to push the customer to spend more.
4. BuzzFeed & Best Friends Animal Society
There is a reason so many brands team up with a charity. Consumers love to feel like they're helping out society when they make a purchase.
BuzzFeed recently teamed up with Best Friends Animal Society to boost pet adoption numbers.
The idea was simple. The animal charity would tap into BuzzFeed's 200M+ readership, and BuzzFeed would publish an article called, "We Interviewed Emma Watson While She Played With Kittens And It Was Absolutely Adorable."
Obviously, not everyone has a massive readership like BuzzFeed, but the idea is used by charity groups everywhere. Pair up with a company, and consumers will feel better making purchases when they know their money is going to charity.
How can you use it in your own store?
Pair with up a charity for social cred. Studies show that consumers are more responsive when there is a single charity involved, so approaching one and inviting them to partner up is enough.
Pick a charity that will align with your brand. A 2015 study by the Huffington Post found 92% of companies said brand alignment is the single most crucial factor when selecting a charitable partner, so choose wisely.
For example, if your store sells organic candles, then a charity that helps with environmental causes would be a better fit than a charity that helps with cancer research. Apps like Easy Donation can be customized to include your chosen charity at your checkout.
Making it easier for a customer to donate can be crucial to the success of the partnership and the amount of money you end up raising for them.
5. H&M & Alexander Wang
Who remembers when Alexander Wang partnered up with H&M? Yeah, it was weird. But it worked.
While H&M is known for their bargain purchases, an entry-level Alexander Wang product can cost hundreds of dollars. The collab seems like an unlikely partnership—until you strip it back to find out what each brand gained from it.
While H&M were able to boost their status as a credible and fashionable brand through the partnership, Wang was also exposed to a new target audience. Customers that might not have thought about high-end fashion before were suddenly being exposed to it in their typical purchasing environment.
The success of the collaboration isn't a one-off. Karl Lagerfeld, Stella McCartney, and Balmain have also had successful partnerships with the clothing shop.
How can you use it in your own store?
If you're selling up-market items of any description, you're already limiting your market to those with expensive taste.
Think about stores that share a similar style, but offer products at a completely different price point. Reach out and ask if they would be willing to run a cross-collaboration, where you each featured your products on each other's sites for a month.
JCPenney ran a similar campaign recently with brand Sephora. They included a link to the brand in their top navigation, that allowed customers to shop from the Sephora collection directly on JCPenney.
This allows for one-stop shopping and is ideal if you're collaborating with another store but want to retain traffic.
Better yet, you could connect with a brick and mortar store that doesn't have an online presence. Offer to sell their products on your site for exposure, and in return, ask them to give coupon codes to every customer that makes a purchase in their store.
6. LucasFilm & CoverGirl
Makeup and… Star Wars? It happened.
In 2015, LucasFilms paired up with CoverGirl to create Light and Dark Side makeup lines to win over a younger, female audience.
The partnership meant both brands were given extensive press coverage during the lead up to the film's premiere. And it paid off. 8 weeks of high impact Primetime TV promoting and micro-targeting resulted in a 725% boost in retailer sell-in, and the campaign became the #1 trending topic on Facebook.
It's not the first time CoverGirl had paired up with a film. In 2013, they teamed up with The Hunger Games in a similar campaign that resulted in a 400% sales increase for CoverGirl.
How can you use it in your own store?
This campaign should be mirrored by stores who are already successful and are looking to open up new target markets. If you are just starting out, try a less-risky partnership from one of the other ideas on our list.
If you're up for it—think outside the box. Reach out to a store that you would never think of partnering up with.
If you own a clothing store, why not try collaborating with a fellow pet supply store? As of now, 70% of all U.S. households now own a pet, and the market was valued at $72.1 billion in the U.S. alone last year. It's statistics like this that prove thinking outside the box could be worth its while when it comes to brand partnerships.
Brand partnerships are perfect for Shopify stores—if they are executed correctly
There are a ton of reasons why brands enter into partnerships (and you may be wondering why you haven't tried it before now).
Using another brand can boost your credit and your marketing capabilities. Plus, brand collaborations also offer your store a unique way to expose your brand to an entirely new target audience.
But partnerships aren't easy. To make brand collaborations work, you need to pick the right partner, and put in the groundwork. Use famous collabs (that have worked) from the past to brainstorm ideas about how you could partner up with another brand, and don't be afraid to think outside the box when you're approaching brands to join forces with. Sometimes, the most unlikely brand marketing partnerships turn out to be the most successful.
Who are the Certified Shopify Plus Partners?
Shopify Plus has a ton of features that make them stand out from other e-Commerce platforms. One of the main differences between Shopify vs Shopify Plus is the open app marketplace for standard users and the Shopify Plus technology partner program. And, successful store owners know you should always hire a Shopify expert over a run of the mill agency.
That’s why the partner program is so helpful. So, what exactly makes these certified technology and service partners stand out from the rest? Read on to find out.
What is the Shopify Plus Partner Program?
Anyone running an online store has heard of Shopify, and high-volume sellers have explored the Shopify Plus platform. And, when thinking of making the switch, it’s important to know what help is available.
The standard Shopify platform has other types of partners such as affiliates and developers.
The Shopify Plus partner program, first launched in 2016, is a directory of hand-selected technologies and services that have been vetted by the platform itself.
Partners are proven to have expert e-commerce and platform experience, so they can be trusted by any Shopify Plus merchant.
Both technology and service partners have access to an exclusive resource database to help them grow with the Plus platform and continually provide better service to their users. The community works together as a team, collaborating to create a Shopify Plus partner ecosystem; this gives merchants access to a holistic growth platform rather than standalone services and software options.
Access to Shopify Plus Partners is one of the biggest merchant benefits of upgrading to Shopify Plus.
Not on Shopify Plus? Check out our review (or our comparison with the standard Shopify plan) to help make your decision.
How are the Shopify Plus Partners Selected?
Anyone who wants to become a Shopify Plus partner goes through a rigorous screening process. Applications are taken seriously and only top agencies and software solutions are chosen.
How Many Partners are There?
Currently, Shopify Plus has 65 technology partners and 127 service partners (51 agencies and 76 solutions). Like the platform itself, the partner program is an exclusive community. While these numbers are likely to grow with the platform, they probably won’t scale as quickly as the standard Shopify options because of what it takes to get in.
Technology Shopify Plus Partners Overview
With a standard plan, you have access to nearly any Shopify app you can think of. With a Plus plan, the platform recommends and enables easy integration with only the best e-commerce software.
Technology partners give merchants seamless integrations with popular tech:
- SEO/ SEM
- PIM
- Search
- EDI
Accessibility to these options helps online store owners accelerate growth through the use of advanced software.
What Technologies are Available?
26 different types of e-commerce software are available from technology partners in the Shopify Plus partner program. Everything from affiliate marketing to POS and warehouse management can be enhanced with an app. 11 of these options work with the Shopify Flow app, which turns tasks into automation.
Not all Shopify Plus apps are yet compatible with the Flow interface, but those that are stand out from the rest. Take a look at compatible apps in the Shopify Plus partner technology section to see what they can do for your online sales operations.
1. dotdigital Engagement Cloud
 |
Image source: dotdigital
The Engagement Cloud by dotdigital can help you build committed, enduring relationships with your customers. Connect with and empower your shoppers with a suite of tools including email, mobile, social, and advertising. Implement automation, segmentation, and rich customer profiles.
In a nutshell, this is an advanced customer relationship management (CRM) platform to integrate with your Shopify store. It collects, stores, and analyzes data about your customers to help you make the most informed shopper interaction decisions.
2. Gorgias
 |
[Youtube embed code in comment]
Use Gorgias, the complete Shopify helpdesk, to help your customer service representatives view all of your messaging platforms from one location. Your reps can edit customer orders without leaving the app. And, you can automate answers to simple, frequently asked questions, freeing up time for your team to focus on answering more complex queries.
Trust a top rated solution to provide your shoppers and customers with the best possible service experience of your e-commerce brand.
3. Klaviyo
 |
Image source: Klaviyo
One of the most full-featured e-commerce email marketing campaign platforms is available on Shopify Plus with Flow integration. Klaviyo makes your email campaigns more intelligent and effective through powerful segmentation, detailed analytics, and informative reports.
This platform shines brightly in a sea of fierce competition because it has everything you need to create, implement, automate, and analyze your email marketing efforts with the least amount of work. Users are satisfied and it’s made the cut.
4. Listrak
 |
Image source: Listrak
Listrak is a customer data empowered digital marketing cloud that promises to deliver results. From a 360-degree customer profile to customer insights, AI personalization, and conversion rate optimization (CRO), this platform will help you orchestrate all of your cross channel marketing promotions.
Compared to other similar platforms, Listrak users have three times higher engagement, six times higher revenue, and two times higher conversion. Overall, it is a trusted solution to bring your marketing efforts to the next level.
5. LoyaltyLion -
 |
Image Source: LoyaltyLion
Loyalty Lion knows that an online merchant’s future success depends entirely on its existing customers. So, they deliver a solution for web retail store owners to create data-fueled loyalty programs as unique as their brand. This app is proven to help businesses increase customer retention and sales.
In addition, it’s trusted as a solution for thousands of e-commerce companies worldwide. It enables top-of-the-line rewards programs that can award a specified amount of points for any action taken on the connected website and more.
6. Nosto
 |
Image source: Nosto
Nosto helps you personalize the customer experience you deliver. It collects data to analyze shoppers’ omnichannel behaviors and purchases. The world’s leading digital commerce AI can give your website visitors targeted, personalized recommendations based on what trends it recognizes in their behavior.
Top machine engineers, data scientists, and PHDs have been working for the past seven years to continually improve the patented technology. If you want to inspire your customers, this app is well worth looking into.
7. Bronto
 |
Image Source: Bronto
Leading the way in e-commerce email marketing, Bronto by Oracle integrates seamlessly with Shopify Plus. The API is versatile with many tools to help you deliver optimized campaigns. You can store customer data and purchase information in the existing CRM, or integrate it with another. Create personalized email campaigns that you can send at the right time, to the right shoppers.
Automation is handled through an easy-to-use drag and drop interface, so most merchants aren’t overloaded with the frustration of learning new, complicated technology.
8. Smile
 |
Image source: Smile
Smile.io is the solution that can help you turn first-time shoppers into lifetime buyers. The app is reward program management made easy. You can design a program your way, then make changes instantly, in real time. Using the system will negate the need for your IT or dev team to work on your promotions by simplifying the processes.
You can view your program member details to see what actions users have taken and see their points balances and other information. A simple reporting dashboard will help you see important customer data that can help influence better future campaigns.
9. Swell Rewards
 |
Image source: Swell
Another great reward platform management platform (created by Yotpo) on the Shopify Plus technology partner program is Swell. Using this app, you can create tailored customer experiences using multiple campaign options. Maximize engagement and enhance your brand with 15 out-of-the-box campaigns that will drive high-value purchase behaviors.
The flexible program logic includes granular campaign settings that enable you to customize your program to your own specific goals. Using the VIP tiers, you can encourage your customers to take actions that drive them up the ladder for higher reward benefits.
10. Tapcart
 |
Image source: Tapcart
Tapcart will help you retain customers by creating your own aesthetically appealing mobile app. Sync it with your store and experience eight times more sales from customers who download and use your app. Nurture more customer loyalty, improve your buyer retention, and boast about your newfound 26-second average checkout time.
The beauty is that you can design and update your app from anywhere, including your mobile phone. So, change your colors and fonts and upload new content on the go. Leverage built-in oush notifications to get your customers back after shopping. Tapcart integrates with many other e-commerce apps available with Shopify Plus.
11. Yotpo
 |
Image source: Yotpo
Leverage a full-suite e-commerce solution to create more happy customers and drive more online sales.
- Reviews and Ratings
- Visual Marketing
- Loyalty and Referrals
- Customer Insights
You can use Yotpo to showcase user-generated content (UGC) across your website, easily collect reviews, and display your visual content with reviews to optimize your brand image. In addition, you can Q&A for more detailed product descriptions.
Use your UGC across multiple marketing channels and build loyalty programs that encourage repeat purchases.
Related: Our list of the best Shopify apps on the market.
Service Partners Overview
Shopify Plus service partners are the best of the best agencies and solutions for e-commerce business services. Those who leverage them know they are the smartest options for building their brand.
Service partners work in a wide range of fields.
- Product Development
- Retail Strategy and Activations
- e-Commerce Business Strategy
- Functional e-Commerce Strategy
- Technical e-Commerce Strategy
- Brand Strategy and Identity (Marketing)
Expert agency knowledge assures high-volume sellers the most robust strategies, including customer service, increasing their likelihood of success. Service partners are likely to understand the tools available from technology partners, so they open highly-targeted, specialized doors for online store owners.
What Services are Available?
According to the service partners page on the Shopify Plus website, Between the 127 service partners recommended by Shopify Plus, there are solutions and agencies in 40 countries and 22 industries providing 19 different services.
- 3-D Modeling - Leverage one of five trusted 3-D modeling services to help your business achieve commercial success. In e-commerce, this is a powerful way to compete with the best.
Furniture retailers and others have been using this technology to deliver three-dimensional image representations of what their products will look like in the customer’s home. Work with agencies and solutions that already know your audience and best practices.
- Accessibility Compliance - You should adjust your website for accessibility. Why? Because you create better experiences for customers with disabilities. This fact is just as true as it is offline -- there’s a reason brick and mortar businesses install wheelchair ramps and use braille.
Your digital store is no different. Getting an expert to help you will improve your reputation and brand recognition because you will become more inclusive.
- Automation With Shopify Flow - Being the first ecommerce automation platform to streamline manual tasks, Shopify Flow has become a must-have for high-volume online stores. Integrating your store with the system will free up time for your team so you can focus on the tasks that really matter.
You can even use the platform to track, analyze, and report on how well your automation helps your bottom line. Doing so informs your future automation strategy. You should select a service that understands your needs.
- Brand Strategy and Brand Identity - Customers purchase products because of a story that they have bought into. I believe it was Seth Godin who said something along the lines of, “If we all made purchase decisions based on the truth, everyone would drive a used Honda.”
Your brand identity is your story, and it’s why people choose to purchase from you or click away forever. Shopify Plus’ partner brand services work with companies like you every day and know what it takes to tell a tale of success.
- Business Strategy - Your business strategy is your company’s foundation. It is everything you stand on. All e-commerce companies need a strong business strategy to survive. And, they need to continually make updates based on the insights they receive about their sales.
So, you need to have someone analyze your business plan, from time to time, helping you make adjustments where they are needed. Choose someone you can trust from the Shopify Plus partner program directory.
- Content Strategy and Development - The fundamentals of creating a successful content marketing strategy are complex, to say the least. Many online store owners get this part wrong from the beginning.
One of the best ways to make sure your content is helping you drive sales is to hire an expert. Choose a vetted partner to give yourself the highest chance for success and rest easy knowing you’re making the right moves.
- Digital Marketing Strategy and Execution - Just because your store exists online doesn’t make you a digital marketing expert. After all, the two are not mutually exclusive. It’s important that you work with others who understand this.
Your service provider should see what creates success and what causes failure daily. Use the partner of your choice to ensure the highest chance of increased ROI from your digital marketing efforts.
- Fulfillment Services - Outsourcing the fulfillment process to a third-party vendor can improve your operations by freeing them up from a lengthy returns process and human error on your part. Put someone trustworthy in charge of your order fulfillment so you can focus on running a business without excess stress.
If they’re in the partner program, you can rely on them to live up to their word, otherwise, they wouldn’t be there.
- International Expansion - If you’re looking for an undeniable opportunity to scale your operations, look no further than international expansion. By selling your products overseas, you open new sales channels worldwide.
And, if you implement your ideas with best practices in mind, you’re most likely to see increased sales and profits with your online store. Make the most of your exports and new stores with someone who knows exactly what to do and has proven their expertise.
- Mobile App Development - The development of mobile apps for sales has revolutionized the way people shop. Use an app to send push notifications to your shoppers, provide an enhanced and convenient experience, and watch the sales roll in -- if you do it right anyway.
Find a consultant who works on a daily basis with brands like yours to shine on the Shopify Plus platform. If you get this right, your sales could start to increase faster than you think.
- Ongoing Website Management - You already know that your online store isn’t a “set it and forget it” machine. It requires maintenance. And, the more often you upgrade your website, the better.
Furthermore, not everyone knows the ropes of the inside of Shopify Plus’ e-commerce platform. Since the partner service developers have undergone rigorous scrutiny before being able to join, you are most likely to find a solution with one of them.
- Product Development - When it’s time to come up with new products to sell in your store, you need a lot of information. But, what factors are most likely to bring you success? And, what factors are likely to cause your inevitable failure as an online store? Work with someone who knows so that you don’t have to make a costly mistake.
- Retail Strategy and Activations - Your business strategy should include -- but won’t always be synonymous with -- your retail strategy. While you may end up getting lucky with a business strategist who also has retail strategy expertise, this isn’t always going to be the case. When you need someone to help you determine how you’re going to sell your products, check out the partner program first. This is where you’re most likely to find exactly what you need.
- Systems Integrations - You’re not going to become a high-volume online seller by cutting corners. You will want to use the best quality and most effective tools you can afford. But, you don’t want to get tied into any contracts you can’t uphold, and you shouldn’t have to take risks with your software.
So, find an integration specialist from a trusted source to make the most of your Shopify Plus store operations. Make sure the tools you use are compatible with one another to avoid customer-end hiccups that could destroy your sales.
- Virtual and Augmented Reality - Hand-in-hand with 3-D modeling, virtual and augmented reality can serve you by bringing your products into the customer’s home before they ever make a purchase. Work with someone seasoned with the intricacies of the processes.
- Website Audit and Optimization Strategy - Your website audit and optimization strategy will fall in line with your digital marketing, but won’t always be the same. Instead, sometimes you will need someone to come in and go over your website with a fine-toothed comb to tell you what you could be doing better, and what you’re already doing well.
- Website UX Design and Development - A user experience (UX) designer will audit your website, much like referenced above, but their focus will be on how a customer will experience your site as opposed to search engines, etc. Consult an expert by checking out the partner program directory.
- Wholesale/ B2B - Are your a wholesale or B2B seller who seems to run into the problem that people assume all best practices are suited to B2C operations? If so, you’ll need wholesale and B2B services to keep your strategy on track.
Your market is completely different than someone in retail, so get help with your strategy from someone who knows your audience well. Choose a wholesale specialist to consult with about your operations.
- e-Commerce Strategy - Now, this one should be a no-brainer, and you’ve made it this far, so you’re an expert, right? Well, wouldn’t it be nice to work with someone who is an expert in your niche, on your platform, and knows today’s best practices?
Probably, yes. So, make sure you’re getting the right person by looking in Shopify Plus partner directory first.
Final Thoughts
Are you ready to grow your Shopify store, or looking to upgrade to Shopify Plus? Learning about the partner options available with the platform will help you make an informed decision. And, there’s more where that came from. Subscribe to the Gorgias newsletter to receive more industry knowledge to help you make the right e-commerce decisions.
Understanding Shopify Plus Pricing & Cost
Without a doubt, Shopify is one of the most popular e-commerce platforms. Entrepreneur magazine ranks it as one of the Top 6 Ecommerce Platforms for Small Businesses. And Inc. Magazine ranks Shopify in their list of Top Seven E-Commerce Platforms. What’s more, Market Watch calls Shopify “the leading multi-channel commerce platform”.
Headquartered in Ottawa, Ontario, Shopify is an e-commerce platform for both online stores and retail POS (point-of-sale) systems. Shopify describes itself as “One platform with all the ecommerce and point of sale features you need to start, run, and grow your business.”
According to Shopify, more than 800,000 businesses in 175 countries use its e-commerce platform. For the calendar year 2018, the platform’s total gross merchandise volume exceeded $41.1 billion. In a recent earnings forecast, Shopify expects 2019 revenue to be between $1.48 billion and $1.50 billion.
Out of the box, Shopify offers a low threshold for entry and is easy to set up and use. Shopify offers several basic plans and pricing models for a variety of business types and sizes. Their entry pricing model serves as an excellent example for current and future startups to emulate.
However, for more robust businesses and existing enterprises looking to migrate to a new e-commerce platform, there is Shopify Plus. Launched in 2014 the Plus option is geared towards enterprise level businesses. As a result, it is more robust. In this article, we’ll explore Shopify Plus, look at Shopify Plus pricing, and compare it to a few other e-commerce platforms.
Advantages of Shopify Plus
While Shopify is adequate for your average e-commerce outfit, larger enterprises have more extensive c-commerce needs. Consequently, these companies need better-than-average solutions. As a result, many flagship brands, including Kylie Jenner, Red Bull, and others, use Shopify Plus.
Even though all of Shopify’s options (including Shopify Plus) use the same dashboard, editor, and help center, Shopify Plus offers these enterprise-level companies much more functionality than any of Shopify’s other plans.
For example, Shopify Plus comes with unlimited staff accounts along with personalized help and support. On top of that, it can handle over 10,000 transactions per minute. This means that large-volume retailers don’t need to worry about whether their site will crash. Marketing educator, consultant, and SEO specialist Nate Shivar lists a several of Shopify Plus’ other main advantages.
- Scaling Reliability — Proven infrastructure which supports enterprise-level businesses or business’ scaling up to that enterprise level; also beneficial for retailers who need seasonal scaling to accommodate increased holiday traffic
- International Deployment — Built-in tools like geo-targeting, currency, and language options to easily and quickly expand internationally
- APIs, Integration & Extensions — Add-on friendly and easily extensible with its own App Store ecosystem
- Predictable Pricing — Starts at $2,000 per month, which includes a lot of beneficial services:
- Development and Maintenance — Includes hosting, servers, bug fixes, order management, bandwidth, feature implementation, and file storage are all part of the platform
- Technical Support and Account Management — Dedicated account manager for each client
- Marketing — Includes many standard marketing tools
All of these features make Shopify Plus an ideal option for launching an e-commerce site or adding e-commerce options to existing sites.
Check out our in-depth post of the benefits of Shopify Plus for more information.
The Base Costs of a Shopify Plus License
As stated above, the Shopify Plus annual licensing fee starts at $2,000 per month. So you could plan on spending at least $24,000 per year on the license alone. In addition, you will spend an extra percentage depending on your revenue. Since Shopify Plus bases pricing on usage and sales volume, the license cost increases when you exceed $800k in a month.
On top of the basis licensing fee, Shopify Plus also has a fee structure based on revenues. This is the actual pricing of the platform. There is a ceiling to this pricing — the maximum license fee is $40,000 monthly. For example, according to Shopify Plus pricing, a $1,000,000 per month company pays $2,500 in monthly licensing fees. In order for that same merchant to pay the maximum $40,000 monthly license fee, they would need to reach $16 million in monthly sales.
So what does $2,000 a month buy you on the Shopify Plus platform? This monthly license covers a number of services, including:
- Hosting Fees
- Maintenance Costs
- Version Upgrades
- Native Multi-channel Capabilities
- Shopify’s POS solution — along with integrated selling solutions for eBay, Facebook, and Amazon
- Account Management — including a dedicated Launch Manager and Account Manager who typically provides:
- General Shopify support and suggestions
- About 3 hours per month of basic front-end development work
- Guidance for growing your store
- Onboarding support
- General Shopify Plus solutions advice
Overall, the Shopify Plus pricing structure is competitive. Especially considering that this cost includes hosting. Specifically, this pricing positions the platform on the lower end for enterprise-level e-commerce solutions.
But what if you already have an e-commerce presence? Can you migrate to Shopify Plus? The short answer is ‘Yes’. If your business already has an online store, but have thought of switching to a new platform, then this Shopify Plus pricing guide is perfect for you. This guide won’t dive into the technicalities of migration, but it will mainly focus on options and pricing.
Moving an Existing E-commerce Site to Shopify Plus
An increasing number of retailers have chosen to move to Shopify Plus including MVMT, Gymshark, Hawkers, puravida, and Emma Bridgewater. Of course the Shopify Plus website touts all the platform’s features, benefits, and perks. However, Shopify does not explicitly list the cost of migrating your site from your current e-commerce platform to Shopify Plus.
In general, the lack or standard pricing for moving your site to Shopify Plus is mainly because each business is unique. Specifically, Shopify Plus asks you to contact them, so they can walk you through the process, plans, and pricing. This makes sense, especially considering that your specific Shopify Plus pricing depends on several factors including scale, revenue, traffic, and others.
Side Costs of Shopify Plus
Although Shopify doesn’t outline the side costs of migration, at the same time, there are some sample prices from third-parties that serve as solid guidelines. Based on a hypothetical mid-level Shopify Plus project, we’ve outlined some more specific pricing for a mid-level enterprise’s first year of using Shopify Plus. Overall, a mid-level user could expect to spend between $130,200 and $270,200 during their first year with Shopify Plus. Below is a cost breakdown:
- $60,000 to $200,000 — The average build cost for a Shopify Plus site; depends on the scope of the project and complexity of the site
- $24,000 annually — Annual Shopify Plus licensing cost, starting at $2000 per month; this increases based on your revenue level
- $36,000 annually — BAU development costs
- $7,200 annually- Third party services for shipping, personalization, search, etc.
- $3,000 annually (about $250 per month) — Average yearly app costs
Factoring in Costs for Shopify Apps
Shopify Plus has a great deal of functionality. At the same time, third-party apps boost and extend its capacity even further. These apps meet needs like enhanced SEO tools, enterprise-level functionality, and enhanced site personalization. As a result, when talking about Shopify Plus pricing, be aware that you’ll need to spend money on additional apps for improved functionality of your e-commerce site.
In general, the norm for Shopify Plus third-party apps to pay a monthly licensing fee. One of the great benefits of this pricing model is the low cost of entry. Yet at the same time, paying a monthly fee for numerous apps tends to add up. If you are accustomed to Magento, which generally offers one-off license fees for apps, this will require an adjustment to your budgeting.
So even though you’ll spend less money up front, your total monthly costs for Shopify Plus apps may be more than you’re accustomed to. What’s more, apps have different monthly costs — licensing fees for Shopify Plus apps range from $50 to $500 each. However, one major benefit of monthly app licenses is that if you don’t like an app or find you don’t need it, you simply stop using it and find another app.
Be aware that if your business requires a specialized, custom-made app, then you’ll pay a premium for it. For example, development firms tend to charge $90 to $175 per hour for built-from-scratch apps. So the actual cost of the app will depend on its complexity, function, and size.
Related: Our list of the best Shopify apps for ecommerce merchants.
Site Design and Build Costs
Regarding site design and build, Shopify Plus does offer templates you to purchase. Yet if you choose a template, you’ll inevitably want to personalize it to differentiate your site from all the other e-commerce sites out there. This means you’ll pay for personalization, either in the form of a tailor-made site or a heavily-modified template.
Whether you do this design and build work in-house or contract with a design firm or a freelancer, it is important to factor in this cost. Depending on your needs, the estimated cost for this service might range between $75,000 and $100,000 (or more). And of course, the actual cost hinges on the complexity of your site and your business’ specific needs. Larger merchants with more complex needs will spend considerably more during the design and build process.
When migrating your site to Shopify Plus, make sure you work with a firm or freelancer who specializes in this platform. Overall, the firm you choose should be both creative and practical. This means they should deliver a unique, attractive, user-friendly site which also delivers exceptional functionality on every level.
Because of this, finding the right agency to build your site is key to success. Consider working with a Shopify Plus Technology partner to ensure you get the build possible.
Payment Processing Costs Via Shopify Payments
On top of the licensing fees, every merchant pays payment processing costs to a payment processor. This is true whether you use Shopify Payments or third-party processor. At the same time, you might find lower charges by using a third-party payment processor. In addition, be aware that Shopify does charge a 0.15% fee if you use a third-party payment provider.
Shopify Plus Pricing Compared to Other Platforms
How does Shopify Plus pricing stack up to other e-commerce platforms? Below we examine a few of the most popular platforms and compare them to Shopify Plus:
Shopify Plus vs Shopify
When talking about Shopify Plus, it’s helpful to introduce regular Shopify. With this plan, you get a 14-day free trial period without any up-front setup fees. Simply you can jump in and set up your store while you decide which pricing plan best fits your needs. There are three monthly pricing options:
- Basic Shopify (for starting your new business) - $29 per month
- Shopify (for growing your business) - $79 per month
- Advanced Shopify (for scaling your business) - $299 per month
Each of these plans comes with different options and levels of service for your business. All three come with an online store, sales channels, 24/7 customer support, unlimited products, the Shopify POS app, and other features. Yet, as you can imagine, the more you pay, the more options you get for your business.
For example, the Basic plan includes 2 Staff Accounts while the Shopify and Advanced Shopify include 5 and 15 Staff Accounts respectively. In addition, Advanced Shopify has exclusive features like an Advanced Report Builder and Third-party Calculated Shipping Rates. However, Shopify Plus definitely has even more to offer.
Read our in-depth comparison of Shopify and Shopify Plus.
Shopify Plus vs Magento 2 Commerce
First released in 2008 by Varien, Inc, Magento is an open-source platform. Written in PHP, Varien originally developed this e-commerce software with the help of volunteers. Varien released the first general-availability version of Magento on March 31, 2008. After changing hands a couple of times, Adobe later acquired the platform. On November 17, 2015, Magento 2.0 was released.
Overall, Shopify Plus is less expensive than Magento 2 Commerce. According to Ecommerce Guide:
The ‘Total Cost of Ownership’ of a website built on Shopify Plus tends to be cheaper than a site built on Magento 2 Commerce.
The site also suggests that this lower cost makes Shopify Plus a better option for businesses that are currently at lower revenue levels. The article also details a few other costs comparisons between Shopify Plus and Magento:
- Design/ Build Costs — Magento Commerce builds tend to cost more than Shopify Plus projects. One reason for Shopify Plus’ lower build cost is that the builds involve less integration work and less backend development. In the end, less time working on the build means you spend less money up front. Specifically, Ecommerce Guide estimates spending about $100,000 for a Shopify Plus build and between $150,000 to $500,000 for a Magento 2 Commerce build.
- License Fees — Although both Shopify Plus and Magento 2 Commerce come with a license fee, Shopify Plus charges on a monthly fee while Magento charges an upfront, annual license fee. As is the case with Shopify Plus, Magento also bases the fee on your business’ revenue level. However, Magento bills you up front annually as ‘Gross Merchandise Value’. So for Magento Commerce licensing fees, expect to pay about $2,000 per month if you’re at the lowest monthly level fee.
- Hosting — As stated above, the $2,000 per month Shopify Plus license fee includes hosting. Shopify Plus hosting includes security patches, SSL certificates, PCI compliance, and other things. In comparison, Magento offers two options. Magento 2 Commerce Cloud has a similar hosting package but at a slightly higher monthly fee. Magento’s base cost is around $3,333 which includes the license and hosting.
- Site Maintenance — For monthly maintenance, fixes, and updates, Shopify Plus is typically cheaper than Magento.
At the end of the day, Shopify Plus is generally less expensive than Magento 2 Commerce. At the same time it depends on your business’ specific needs.
Shopify Plus vs WooCommerce
For small to large-sized online merchants that use WordPress, WooCommerce is a popular open-source e-commerce plugin. Designed specifically for WordPress, it launched September 27, 2011. The fact that the plugin is free (the base product) easy install makes it an attractive to businesses of a certain size.
In a comparison article, Simon Gondeck puts Shopify Plus up against Woo Commerce. He bases his comparison on several factors. Gondeck uses the example of a lower mid-market ecommerce business making between $1 million and $10 million in annual sales.
For a Shopify Plus site, he estimates the build cost (design and development) to be around $30,000. The monthly license fee is $2,000 per month, but Gondeck adds an estimated $2,000 per month for ‘developer maintenance costs’. At the end of the first year, he estimates the cost for a Shopify Plus site to be about $78,000. However, once the site is fully developed, the second year cost would drop to an estimated $48,000 per year.
For WooCommerce, Gondeck estimates the build cost to be about the same as Shopify Plus (around $30,000). However, he believes WooCommerce has lower month to month maintenance fees and costs. Although the developer maintenance costs are similar (about $2,000 per month), the monthly license fee (which includes the domain and hosting costs) is only about $200 per month. With all the costs totaled up, WooCommerce comes in at around $55,200 for the first year with an ongoing annual cost of about $26,400 per year.
Yet in the end, Shopify Plus pricing comes out slightly higher than WooCommerce in a head-to-head comparison. Gondeck recommends Shopify Plus for its simplicity and ease of use out of the box. He specifically recommends this e-commerce platform “for larger businesses with no current ecommerce presence.”
Shopify Plus vs BigCommerce Enterprise
Founded in 2009, BigCommerce develops e-commerce software for businesses. According to the company, the BigCommerce platform has processed $16 billion in total sales.
Like Shopify, BigCommerce has also launched an enterprise-level platform, BigCommerce Enterprise. Launched in May 2015, the platform was designed to accommodate high-volume retailers. And like Shopify Plus, BigCommerce also hosts some big name brands such as Skullcandy and Ford. So how does Shopify Plus pricing compare to BigCommerce Enterprise?
As we’ve already said a couple of times, Shopify Plus pricing starts at $2,000 per month with increases based on your sales volume. Also, Shopify Plus has no hosting fees, support fees, or monthly maintenance costs. In contrast, BigCommerce Enterprise’ pricing various greatly. Like Shopify Plus, BigCommerce doesn’t explicitly list prices for the Enterprise platform. However, according to WebMakeWebsites, you can get a basic plan for around $400 per month.
However, Nate Shivar puts the BigCommerce Enterprise’s monthly price at around $1,000. Yet, depending on your business’ capacity and needs, the high end of the monthly fee can add up to $15,000 per month. In the end, Paul Rogers states:
The pricing of Shopify Plus and BigCommerce generally comes out very similar — the licensing is comparable (with BigCommerce Enterprise being based on order volume and Shopify Plus being a GMV model with a minimum fee) and build costs are generally in the $75k – $200k bracket for both, in my experience. Shopify Plus does have some additional charges if you choose to use an external payment provider, but this is relatively low (0.25%).
Like Shopify Plus pricing, your actual BigCommerce pricing monthly depends on your sales, traffic, and other factors.
In Conclusion: Advantages of Shopify Plus
Without a doubt, Shopify is one of the top e-commerce platforms available today. And with Shopify Plus, enterprise-level businesses benefit from exceptional functionality to meet all their e-commerce needs. Compared to popular platforms like Magento, WooCommerce, and BigCommerce, Shopify Plus is a great platform for new e-commerce sites or for companies looking to migrate to a more robust platform. So whether you’re already at the enterprise level or you have plans to scale up to the next level like Campus Protein, Shopify Plus is certainly one of your best e-commerce options.
Still on the fence? Read our in-depth review of Shopify Plus.
Gorgias is a customer support helpdesk providing flawless customer service for Shopify stores. Currently, we partner with over 1,000 merchants and our Starter plan is only $10/month. Get started for free or schedule a demo today! Or Contact Us Today to learn more about what we can do for your Shopify site.
How to Calculate the Marginal Cost of Customer Service
And the Margin that Customer Service Impacts Your Net Profit.
In, The State of the Ecommerce Customer Service Industry Report for 2019, we found that a surprising 79% of respondents do not know the cost of a support ticket on the company.
This is quite scary, as this metric helps define the overall profitability of the product, and set reinvestment schedules for the growth of your company.
If costs overtake margin, you lose money with every sale.
While the Gorgias mission is to turn customer service from a cost center into a revenue generator, we do need to acknowledge the raw costs of customer support in order to bake it into our calculation of margin.
What metrics are we going to cover:
- Cost per support ticket.
- Cost per order.
- Cost per revenue.
Why should you track these metric?
- It helps baseline your opportunity for growth and profitability.
- You can make concerted efforts to lower your cost with customer service improvements.
- You can track indicators that something is going wrong with your business, and may require extra attention from the Head of Ecommerce or COO.
- You can hold your head of customer service accountable for staying within appropriate margins, and incentivize them accordingly.
Now, let’s get into it…
Step 1: Calculate your Cost Per Ticket
Here’s the data you need to collect:
Total cost of customer service. This includes technology, employees, managers, office space, equipment, travel… Everything. This should be easy to calculate if your accounting department is doing their job; they should be able to just hand you over a number. A monthly breakdown of the trailing 12 months is best.
Tickets per month. This can be found in your Gorgias dashboard under “Statistics.
Be sure to set the dates to match appropriately:
Now that we have these two numbers, we can get an understanding of our cost per support ticket.
Simply divide: In this example, we’ve got 1651 tickets in December. We spent ~$4500 on customer service. Therefore each ticket costs us $2.73.
Knowing your average cost per ticket helps you understand the time and value behind resolving customer inquiries. If this number goes up, then you’re inquiries are getting more complex - its either taking more time or more people to answer the same number of questions.
If you ever see this number spike, it’s likely due to a flaw in your product design. Immediately begin looking for commonalities among tickets, inspecting your inventory, and trying to get to the root of the problem before you make even more customers unhappy.
Step 2: Calculate Your Support Cost Per Order
Next up, you need to know your support cost per order, in order to bake customer support into your margin.
Here’s the data you need to collect:
- Orders per month.
To find this, simply log in to your Shopify dashboard, go to Orders, and add in a couple filters:
You can then “select all” and it will tell you the count of orders. For additional accuracy, you may want completed orders, not including refunds or other issues.
For our example month, we placed 2621 orders. That gives us a cost per order of $1.73
According to our Ecommerce Customer Service data, we estimate that small stores will see 88 support tickets per 100 orders, or roughly 1.1 support tickets for every $100 in revenue.
While large stores, with over $500k revenue/month, will see only 56 support tickets per month and .4 support tickets per every $100 in revenue.
How does your support cost per order compare with these benchmarks? Let us know in the comments below.
Calculate Your Cost Per Revenue
Sometimes it's helpful to calculate your cost per revenue as well, which is simply grabbing your net sales number from Shopify and dividing by tickets.
Data you need to collect:
Revenue.
Step 3: Consult with COO / Head of Ecommerce
You were previously calculating your margin without including the cost of support…
Even though support drives customer satisfaction, retention, and, in some cases, sales, it also has a clear impact on margin.
How does this new metric affect your COGS? Your margin?
If your average order value is $50, with a $13 margin, you now have only a $11.27 margin.
How does that affect your advertising objectives?
How does it affect your ability to invest into product research?
What can you do to improve your cost per order?
A lot. Mostly, this is called: ticket mitigation.
Here’s some of the more common opportunities:
- Updating your FAQ page.
- Improving your product detail pages.
- Video explainers.
- Onboarding videos.
- Educational retargeting campaigns,
- Stricter / more clear checkout processes.
- Improved notification emails to users.
- Faster shipping.
- Implementing new channels like SMS, on-site chat, or phone.
Final Thoughts
When you hire a new support agent, or manager, you will see your costs go up.
This is the nature of business: you’re investing in a new hire with the expectation that there will be more demand for them to fulfil.
You’re job, as an operations manager, head of Ecommerce, or COO, is to make sure those costs don’t get out of control while you look to scale your business.
Figure out what margins are acceptable to you and invest in growth cautiously. We’ve seen all too many companies fail because they oversupply and hit stretches of low demand.
That being said, if the business has healthy cashflow, and reasonable growth, I’d invest more in customer service before upping my ad budget.
It takes time to onboard new agents, and if you don’t have someone matching that demand, you’re creating unhappy customers, which is a surefire way to eat your margins even faster.
Building delightful customer interactions starts in your inbox
