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A Well Considered Support Strategy

A Well Considered Support Strategy

Wherever sales are made, support is an essential element of the overall experience. While an online Shopify store won’t employ a hovering sales assistant, you’ll want to ensure that when customers do need a helping hand or quick answer, they have access to speedy and well informed assistance.

Jump the Gun

As a rule of thumb, do everything you can to pre-empt the question. If a customer has to reach out for help, learn from the experience and take steps to make sure the next shopper won’t need to. Whether this means writing better product descriptions, enhancing your product imagery or providing paperwork before it needs to be requested, it’s a win for everyone involved when you think ahead to ensure your support requests are minimized. Learn more about automating delivery of beautiful custom invoices with Order Printer Pro.

To Bot or Not to Bot

For many stores, the convenience of a quick, AI-powered chatbot to answer questions is seen as the perfect triage for customer enquiries. While this strategy can be highly effective, it’s not a “set it and forget it” situation. Make sure you are regularly testing and reviewing, to update the experience based on real-life enquiries and common problems. When carefully put together, chatbots can be a great way to ensure 24-7 help is on hand for customers. But when they’re lazily deployed, they can cause more frustration than relief.

Self-Service / Crowd Sourced 

As we’ve already mentioned, online shopping experiences should be friction free – so the best way to ensure customers get great support is to let them find it themselves. Zendesk’s research suggests that 67% of customers prefer self-service to speaking to a support agent, and it saves you money too. Help customers help themselves by providing excellent product information and a strong knowledge bank. You could also consider working with a solution like Okendo to allow existing customers to provide attribute-rich reviews. These are reviews which place their experience of a product in context by providing relevant personal information (i.e. how a pair of jeans fit their medium tall frame, or how a face wash worked for their combination skin). This can result in more informed purchases and have a huge impact on reducing support requests and improving customer satisfaction.

 

Representing a Strong Brand Across All Platforms

Customer experience doesn’t exist in isolation—it’s shaped by every touchpoint a shopper has with your store, from the first visit to post-purchase interactions. A strong brand isn’t just about having a great logo or a well-designed website; it’s about creating a consistent experience across all platforms, including your customer support.

Whether a customer is browsing your site, engaging with you on social media, or reaching out for assistance, they should encounter the same tone, professionalism, and visual identity at every stage. Here’s why brand consistency matters, even in customer support:

  • Recognition and Trust – When your support emails, chat responses, and knowledge base reflect your brand’s personality, customers feel a stronger connection and sense of familiarity.
  • Professionalism – A polished and consistent experience reassures customers that they’re dealing with a reliable, well-established business.
  • Seamless Experience – Whether a customer is reading an order confirmation, checking your FAQ page, or chatting with support, they should always feel like they’re interacting with the same brand.

One often-overlooked area where branding can make a significant impact is customer communication, especially automated emails.

Consistency is Key - Strengthen Your Brand Identity

Support and communication are an extension of your brand, and that includes the emails you send to customers. Whether it’s an order confirmation, shipping update, refund notice, or follow-up email, every message is an opportunity to reinforce your brand identity.

With OrderlyEmails, you can:

  • Ensure brand consistency across all customer interactions by customizing Shopify’s notification emails with your logo, colors, and fonts.
  • Enhance professionalism with well-structured, beautifully designed emails that match your website and store’s aesthetic.
  • Reduce support inquiries by making emails more informative, clear, and engaging, minimizing confusion and unnecessary customer outreach.

A well-branded customer support experience isn’t just about resolving issues—it’s about making every interaction feel seamless, reassuring, and on-brand.

Create a Cohesive Customer Experience with OrderlyEmails

Your customer support strategy and brand presence should go hand in hand. By ensuring your emails, website, and customer service channels all reflect a strong, unified brand identity, you create a more professional and memorable experience.

Upgrade your Shopify emails and reinforce your brand at every touchpoint.
Try OrderlyEmails now.

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