Customer service is at the heart of marketing. We’ve found the most effective strategies focus on creating meaningful and valuable connections with customers.
In our experience working with Shopify clients in a variety of eCommerce industries, we’ve found one of the easiest ways to cut through the noise and connect with customers is through SMS marketing. Even better, we utilize Gorgias’ best-in-class integrations with our preferred SMS marketing platforms to truly unlock conversational marketing with our customers.
Keep reading for a breakdown of why you should be using Gorgias for SMS marketing on Shopify.
Meet our friend, Gorgias!
Gorgias is an all-in-one helpdesk and live chat designed for eCommerce stores. Gorgias allows all customer service channels to exist under one app. For example, when you integrate Gorgias and Shopify, you will have all of your customer information and order history all in one place.
With customer information concentrated in one space, it’s easier to create more personalized and meaningful messaging.
We’re now able to visualize the customer journey and determine HOW we should be communicating with customers.
Let’s get into the nitty-gritty of how we used Gorgias to help our clients augment their killer SMS marketing campaigns.
Postscript is an SMS marketing platform for Shopify merchants. Enabling the integration with Gorgias allows Postscript to create SMS tickets inside the Gorgias interface, making responses and 1:1 customer conversations a seamless experience for your brand.
When we responded to an SMS ticket, our responses are sent in the same SMS thread, cutting the confusion and frustration of multiple SMS notifications from different numbers.
Client Success Story: MCTco
MCTco specializes in making healthy eating accessible through their tasty MCTBars. We had the opportunity to partner with MCTco to grow their SMS list with targeted social ads. Before working with us, MCTco collected email addresses on mobile, giving a discount code for email sign-ups. By asking for email on mobile, we were forcing the visitor to switch apps and click more, leading to a lower conversion rate.
We wanted to make it as easy as possible for customers to make a purchase. The new SMS funnel led to 13,004 purchases for MCTco!
With the connection to Gorgias, our team created a campaign asking for our customer’s responses so our CS team could start to nurture 1:1 relationships and convert these sampler pack purchasers into repeat customers.
Attentive is a personalized mobile messaging platform for eCommerce brands. Using real-time behavioral data, Attentive automatically sends engaging texts to subscribers at every customer lifecycle step.
When you integrate Attentive and Gorgias, Gorgias will merge all incoming phone numbers with existing customer information. Gorgias’ partnership with Attentive helps improves the customer experience, driving even more revenue for eCommerce brands. This integration allows support teams to answer customer’s questions through SMS messages.
Client Success Story: florence by mills
Our team works with Millie Bobby Brown’s clean beauty brand, florence by mills, overseeing their email and SMS marketing in addition to other marketing and design/development support. We wanted to create an SMS strategy that allowed florence by mills to answer customer questions through mobile messaging while not distracting customer service with irrelevant tickets.
Using the Attentive and Gorgias integration, we mitigated a high volume of customer service tickets by making people reply SERVICE to get patched through to 1:1 customer support. Whenever a contact replied SERVICE, a ticket was created in Gorgias, creating a seamless communication line with the customer and the customer support team, boosting customer satisfaction and loyalty.
We want to share our knowledge and expertise with you with our e-commerce audit in partnership with Gorgias.
We’ll go through the same audit & recommendations process we take our brand partners like MCTco and florence by mills through. We’ll audit and recommend improvements around the following:
- Shopify store and tech stack
- Lifecycle marketing strategy
- Customer journey
- Website flow and performance
- Email/SMS marketing
- Traffic generation
Intrigued? Check out our FREE e-commerce audit & strategy!