Welcome to the exciting world of Customer Followups — a feature meticulously crafted for Etsy sellers like you, who understand the value of personalized communication in fostering customer loyalty and boosting sales. Let’s dive into making the most out of this intuitive tool and ensure your buyers keep coming back for more of your unique creations.
Getting Started with Customer Followups
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.
Followup Settings
In the settings, you’ll be presented with a spectrum of follow-up types designed for different stages of the customer journey:
Order Placed: Acknowledge the purchase and share the excitement of processing their order.
Order Shipped: Provide shipment details and tracking info, so they know their item is en route.
Order Delivered: Check in post-delivery to confirm their satisfaction.
Post-Purchase: Extend a token of thanks and offer incentives for future purchases.
Negative Review: Address concerns and demonstrate commitment to service excellence.
Positive Review: Show appreciation for their feedback and encourage ongoing support.
Each message type is an opportunity to connect and add value, enhancing your customer's overall experience.
Customizing a Followup
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.
Template vs AI-Generated Message
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.
New vs Repeat Customer
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.
Sending Followup Messages
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:
Copy the message text.
Mark the followup as complete.
Open the Etsy order to send the message directly.
Sending your message via Etsy is as simple as pasting the copied text into the message box and delivering your crafted message.
Insights and actions
The sidebar not only facilitates message handling but also serves as a window into your customer’s journey with your shop:
Order Details: Review the specifics of the customer's order at a glance.
Customer Type: Distinguish between new and returning customers, allowing you to tailor your messaging accordingly.
Purchase History: Understand their buying history, including the total number of past purchases.
Customer Reviews: Consider any feedback they’ve provided, to ensure your follow-up is contextually relevant.
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.
Finalizing Your Mastery of Customer Followups
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.
Keyboard Shortcuts
To enhance user experience and enable quick navigation, we have implemented several keyboard shortcuts:
Send Now (⌘ + Enter / Ctrl + Enter): Quickly send a follow-up message to the customer. For Mac users, use the Command key (⌘) and for Windows users, use the Control key (Ctrl) along with the Enter key.
Next (→): Navigate to the next customer in the list. This shortcut allows you to move through the customer list sequentially without using the mouse.
Previous (←): Navigate to the previous customer in the list. This shortcut is useful for going back to a prior customer quickly.
Change Status (S): Change the status of the selected customer's follow-up. Press 'S' to activate the status dropdown menu, and then use the numeric keys to select the status:
1- Send Now2- Complete3- Skip
Please note that these shortcuts are intended to provide quick access to common actions within the Customer Followups tool. Ensure the tool window is in focus when using these shortcuts for them to work effectively.