Store Optimization

5 Proven Strategies to Help You Reduce Customer Support Requests On Shopify

Rami Madi
By
Rami Madi
January 11, 2023
6
minute read
5 Proven Strategies to Help You Reduce Customer Support Requests On Shopify

As a merchant using Shopify, you understand the importance of providing excellent customer service. Not only does it help improve customer satisfaction and loyalty, but it can also have a positive impact on your bottom line. However, managing customer support requests can be time-consuming and overwhelming, especially if you are dealing with a high volume of inquiries.

Fortunately, there are steps you can take to reduce the number of support requests you receive and provide quicker and better support for your customers.

Here are 5 strategies to help you streamline your customer service process and improve the customer experience:

1- Eliminate "Where is my order?" inquiries

Are you tired of constantly receiving "Where is my order?" inquiries from customers, even after providing them with a shipping tracking link? Implement these tips to reduce the number of customers asking about their order status:

Use automatic email notifications to provide tracking information updates

Make sure to provide tracking information to customers as soon as their order is shipped and instantly send them shipment status notifications. There are several ways to provide shipment tracking information updates for customers on Shopify.

Shopify allows you to set up automatic email notifications for certain events, such as when an order is shipped. You can include the tracking information in these emails. This could be a good option if you’re starting out. However, using a third-party shipping app will provide you with more options and control. Many shipping apps, such as 17Track, AfterShip, or ShipStation, integrate with Shopify and can automatically send tracking information and updates to customers through email, SMS, or Facebook.

Add a branded order tracking page with 17Track

Create a tracking page on your website where customers can easily access the latest information about their orders. This can help reduce the number of inquiries about order status and improve the overall customer experience. To do this, you can use 17track to provide an embedded tracking page in your Shopify store for your customers to look up their order status.

Check out 17Track on the Shopify App Store.

17track branded order tracking page

State expected delivery times on product pages

Clearly outline your shipping policies on your website and include information about expected delivery times and any potential delays. This can help set customer expectations and reduce the number of inquiries about the order status.

Communicate delays with Attrac

If there are any delays in the shipping process, make sure to communicate this to customers as soon as possible. You can send individual emails of any expected delays or if it’s a general delay announce it on your homepage. This can help prevent frustration and reduce the number of inquiries about the order status.

Use Attrac to announce delivery delays on your Shopify store. With Attrac you can add a bar or an embedded banner to notify your customers of any expected delivery delays.

Check out Attrac on the Shopify App Store.

Announce delays with Attrac on Shopify

By implementing these strategies, you can reduce the number of "Where is my order?" inquiries and provide better support for your customers.

2- Have a comprehensive FAQ (Frequently Asked Questions) page on your store

According to a study by Dimension Data, 40% of consumers now prefer self-service options over human contact for customer support. The study also found that 73% of customers prefer to use a company's website for support, rather than social media, SMS, or live chat. These customers typically prefer to find answers to their questions and concerns via self-service options such as FAQ articles, how-to videos, and knowledge bases.

A FAQ page is a useful resource for customers that provides answers to common questions and concerns about your products or services. It can help customers find solutions to their problems on their own, without having to reach out for help.

If you are considering adding a FAQ page here are some of the benefits you’ll get:

  • It saves you time: Having a FAQ page can save you and your team time and reduce the workload for your customer service team.
  • It saves customers time: A FAQ page can help customers find answers to their questions quickly, without having to wait for a response from your customer service team.
  • It improves the customer experience: Improve the overall customer experience by having a FAQ page by providing a convenient and easy-to-use resource for finding answers.
  • It helps with search engine optimization (SEO): A FAQ page can also help improve your store's SEO by providing valuable content for customers and search engines. This can help increase traffic to your store and improve your search rankings.

Creating a FAQ page on Shopify is easy, you can do it on your own with the Shopify theme editor, page builder apps, or through specialized Shopify apps that add a FAQ page to your Shopify store.

3- Offer clear and concise product descriptions

Offering clear and concise product descriptions can help reduce support inquiries by providing customers with the information they need to make informed purchasing decisions. Detailed and accurate product descriptions can also help reduce the number of questions and concerns customers may have about the product, leading to fewer support requests.

Here are some things you should focus on when writing product descriptions to help reduce customer support requests:

  • Product features and specifications: Make sure to clearly list the key features and specifications of the product, such as size, materials, and compatibility. This can help customers understand exactly what they are purchasing and reduce the number of questions about the product.
  • Product benefits: In addition to listing the product's features, it's also helpful to highlight the benefits of using the product. This can help customers understand how the product can solve their problems or meet their needs.
  • Return and refund policies: Clearly outlining your return and refund policies can help reduce the number of inquiries about returns and exchanges. Make sure to include information about any time limits, restocking fees, and any other relevant details.
  • Product images: Including high-quality product images can help customers visualize the product and understand what it looks like. This can reduce the number of inquiries about the product's appearance or size.

Here is an example of a clear and concise product description:

"Our durable and lightweight backpack is perfect for everyday use. With a capacity of 25 liters, it has plenty of space for all of your essentials. The backpack features a padded laptop compartment, multiple pockets for organization, and comfortable shoulder straps. Made of water-resistant materials, it will keep your belongings safe and dry. The backpack also comes with a 100-day return policy for your peace of mind. Available in black or blue."

This product description clearly lists the key features and specifications of the product, highlights the benefits of using it, and includes information about the return policy. It also includes product images to help customers visualize the product.

By focusing on these elements in your product descriptions, you can help reduce support inquiries and provide a better customer experience.

4- Stay up to date with customer feedback

Staying up to date with customer feedback can be an effective way to reduce support inquiries. By regularly monitoring and analyzing customer feedback, you can identify patterns or trends that may be causing customers to reach out for support. This allows you to proactively address these issues and improve the overall customer experience.

Additionally, by actively listening to and addressing customer feedback, you can show customers that you value their opinions and are committed to providing a high-quality experience. This can help build trust and credibility with customers, leading to fewer support inquiries.

There are several ways to gather customer feedback on Shopify:

  • Customer reviews: Encourage customers to leave reviews on your product pages. This can provide valuable insights into the customer experience and help identify areas for improvement.
  • Customer surveys: Consider sending out post-purchase surveys to gather more in-depth feedback from customers. You can use a tool like SurveyMonkey, Typeform, or Google Forms to create and distribute the surveys.
  • Contact forms: Add a contact form to your website or store that allows customers to provide feedback or ask questions. You can then respond to these inquiries and gather valuable insights about the customer experience.
  • Social media: Monitor social media platforms for mentions of your store or products. This can provide valuable feedback from customers and help identify any issues or concerns.


By using these methods, you can gather valuable feedback from customers and use it to improve the overall customer experience on your Shopify store.

5- Automate returns and exchanges

Using a return and exchange management app on your Shopify store can help reduce customer support requests by streamlining the return process and providing a more convenient experience for customers.

A return management app can handle all aspects of the return process, including creating return labels, tracking returns and exchanges, and issuing refunds. This can help reduce the number of inquiries from customers about the return process and provide a more seamless experience.

In addition, a return management app can help you customize the return process to fit your business needs. For example, you can set up automatic email notifications to keep customers informed about the status of their return or exchange, or you can set up a self-service ****return portal where customers can easily initiate and track their returns and exchanges.

Overall, using a return management app on your Shopify store can help reduce customer support requests and improve the overall customer experience. Some popular return management apps for Shopify include Returnly and Return Prime.

In conclusion, reducing customer support requests on Shopify can improve the customer experience, save time and resources, and ultimately drive business growth. By implementing strategies such as providing detailed and accurate product descriptions, sending tracking information updates to customers, offering multiple support channels, staying up to date with customer feedback, and using tools like FAQ pages and return management apps, you can streamline your customer service process and provide better support for your customers. By doing so, you can build trust and credibility with customers, improve customer satisfaction, and drive long-term business success.

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