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Customer Followups: How to increase customer loyalty & sales
Customer Followups: How to increase customer loyalty & sales
Updated over a month ago

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.

Why Send Customer Followups?

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.

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:

  1. Copy the message text.

  2. Mark the followup as complete.

  3. 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 Now

    • 2 - Complete

    • 3 - Skip

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!


FAQ

Am I allowed to ask customers for reviews on Etsy?

Yes, you are allowed to ask for reviews on Etsy!

Etsy encourages sellers to request reviews from their customers, as positive reviews help build trust and increase shop visibility. According to Etsy’s guidelines, sellers can send polite follow-up messages to request a review, as long as they do not offer incentives in exchange for positive feedback.

You can read more about this in Etsy’s Help Article, which states, “You can ask buyers for reviews as long as you follow Etsy’s guidelines. However, reviews must be voluntary, and you cannot offer incentives in exchange for a review.”

Requesting reviews is a great way to boost your shop’s reputation and attract more customers. Just remember to be courteous and follow Etsy’s rules when reaching out to your buyers!

Can Follow-up messages be sent automatically?

Unfortunately, Etsy does not allow us to send messages on your behalf. However, we facilitate the process by helping you craft and manage highly personalized follow-up messages. With easy-to-use templates and AI-generated suggestions, we streamline your workflow, but you’ll need to manually copy and paste the messages into Etsy’s messaging system to send them.

This ensures that your communication remains personal and tailored, while still being efficient and timely.

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