Customer Followups is a powerful tool designed to send personalized messages to your Etsy customers. It helps you engage with buyers at critical moments, improving customer satisfaction, driving repeat business, and boosting your shop’s visibility on Etsy.

Sending follow-ups to your customers provides several key benefits that can help grow your Etsy shop.

Enhance Customer Experience

Customer Followups allows you to send personalized messages at key stages of the customer journey, such as order confirmations, shipping updates, and delivery check-ins. These timely communications show customers that you care about their experience, increasing satisfaction and building trust. For example, sending a message with tracking information or a delivery confirmation makes customers feel valued and informed, leading to a better overall shopping experience.

Drive Repeat Purchases with Post-Purchase Incentives

Encourage customers to return with personalized post-purchase messages offering exclusive discounts or coupons. For example, sending a thank-you message with a discount code for their next purchase motivates customers to shop with you again, increasing your repeat purchase rate and fostering customer loyalty.

Boost Reviews and Improve Search Rankings

Requesting reviews from satisfied customers can significantly increase your shop’s review rate. Higher review rates positively impact your Customer & Market Experience Score, a crucial factor in Etsy’s search ranking algorithm. By improving this score, your shop becomes more visible in search results, attracting more potential buyers and driving sales. Consistent positive feedback also enhances your shop’s reputation, making it more appealing to new customers.

Let’s dive into how Customer Followups can help you build lasting customer relationships, increase repeat purchases, and elevate your Etsy shop to new heights.

To get started, head over to the Customer Followups section of your dashboard. This is where you can view and manage all customer interactions. For new users, starting with the settings will be pivotal in customizing your outreach efforts.

In the settings, you’ll be presented with a spectrum of follow-up types designed for different stages of the customer journey:

Each message type is an opportunity to connect and add value, enhancing your customer's overall experience.

Toggle on the types of follow-ups you wish to activate. Preview your default message, then customize it with your charm and care. Personalize each message with dynamic variables that cater specifically to each customer, like {first-name} or {shipping-city}, ensuring a warm, individualized touch.

Select between a static template or an AI-generated message. When you opt for AI, a unique, tailor-made message will be crafted for each customer, aligned with the tone and style of your shop.

Customize messages for first-time buyers or repeat patrons to reinforce their importance to your business, adapting your approach to match their experience with your brand.

With settings in place, your dashboard will present a list of customers to engage with. Clicking on a task reveals a sidebar with the message preview. From there, you can click on the send message button to:

Sending your message via Etsy is as simple as pasting the copied text into the message box and delivering your crafted message.

The sidebar not only facilitates message handling but also serves as a window into your customer’s journey with your shop:

These insights empower you to customize each interaction, enhancing the customer's experience and your relationship with them. Should the preset message not align with the context—for instance, if a customer has already left a positive review—you can choose to bypass the standard follow-up by marking the message as skipped. This level of attention showcases the care you place in each customer interaction, reinforcing their decision to support your Etsy shop.

Remember, the essence of Customer Followups lies in the authentic connection it facilitates between you and your buyers. Each message is an extension of your brand's voice and an investment in a lasting relationship. Refine your message, infuse your personality, and before long, your Etsy shop will not just be a store, but a story that your customers are a part of.

Now, take a moment to step back, refresh, and revisit your crafted messages with a fresh perspective. With each review, refine them further, ensuring that every word you send out is an ambassador of your dedication and passion.

In the end, it's these small touches that transform a simple purchase into a memorable experience. Customer Followups is your partner in this creative journey, empowering you to leave a lasting impression that keeps your Etsy shop thriving.

To enhance user experience and enable quick navigation, we have implemented several keyboard shortcuts:

Bonus Tip: If you have the Alura extension installed, your messages will automatically be pasted into Etsy’s message field, and you’ll have access to an additional Command + Enter shortcut. This allows you to send messages swiftly using only the keyboard, without needing to touch the mouse!