how to email customer on shopify

what's going on everyone it's jamie here,from shopify masterclass and today we'll,be covering how to structure your,customer emails so you can have really,good support tickets clean conversations,and overall make that customer feel like,they've had a really good experience,with your shopify store so we're going,to go over how you can structure your,emails in this video so make sure you,stay to the end of it and before we dive,into it i just want to quickly thank our,sponsor profitcalc which allows you to,do your profit calculations in just one,click saving you a ton of time,so let's dive into structure emails here,and so before we dive into that as well,i put up some good points here that you,always want to keep in mind when writing,customer emails let's go through this,one by one the first one is going to be,always be nice never be rude so when,you're speaking with the customer they,come to you because they have a question,maybe they don't know where their,product is maybe they're a little upset,with what they've received so you always,want to be nice here to them is creating,good customer relationships can be,really good for the long term it can,possibly lead to repeat purchases which,are great for your shopify store so make,sure you're always nice never rude it's,never really worth being angry as well,this is just so much easier to be nice,maybe you get a good review out of it,and it's going gonna prevent any,chargebacks as well which is something,you really don't want for your store the,next one is just gonna be ask clarifying,questions when needed you're gonna need,a solid understanding of the problem so,make sure you dive into your shopify,store order history make sure you,understand what they're saying so you,can answer that question fully the next,one is going to be to use emojis emojis,are great because they add personality,to what a text email that has no,contacts in terms of how you're feeling,humans use emotions a lot when,communicating so emojis are a great way,to use that makes you use those smiley,faces and laughing faces to help spruce,up your conversation and make it feel,more personal the fourth one is going to,be add details when necessary to make,sure you add the tracking information or,anything along those lines such as,product information as well or shipping,information so the customer really has,an understanding of what you're,explaining you're actually answering,their question and the fifth one is,going to be use an faq database when,there so it does help if you're using a,customer service platform such as help,scout it's going to have an faq there we,can easily pull up answers from repeated,questions saving you time making sure,that the response is detailed for the,customer so let's dive into the meat of,it here on how to structure your email,i've created a basic outline of how you,want to structure it and so you always,want to use the name at the beginning so,you can say hi customer name or dear,customer name you could also just,replace this to there if they don't have,a name there in terms of the email,you're not sure what it is they're gonna,say your name so my name is jamie so i'm,gonna say jamie here from i'm gonna,change this to shopify masterclass so we,can introduce you and your company and,giving yourself a name is gonna make it,more personal for the customer as well,showing that there is a real human being,here for them in this conversation then,you can address the problem and make,sure you're following the above being,nice providing clarifying questions,providing the details for the order,making sure you fully answer the,customer problem it's so much easier,just to answer it the first time than,having to repeat everything again and,further frustrate the customer because,really most customers don't even want to,be messaging you they just want to find,that information right away and,completely understand what's going on so,that's going to be the meat of the email,that's really going to change email to,email but if you want to go into a,little bit further it could be restate,the problem so you can restate the prom,in a way so the customer has cleared in,what they're asking and so you fully,understand it as well and lastly you're,going to ask further clarifying question,usually i just ask let me know if that,makes sense this way you giving the,customer an option to kind of dispute,what you said to maybe add further,details but you're leaving that door,open if necessary lastly it's always,going to be your signature so you can,put your name possibly your position as,well could be the founder owner,something to show you a little more,authority to address and escalate issues,to yourself you have the ability to,maybe issue refunds sometimes listing,founders good there use emojis at the,bottom as well then followed by the,company name and that's going to make it,look professional you can also use,different signatures as well sometimes,you get signatures that will list your,social media list the logo of the,company as well to add further,professionalization to your customer,emails it's overall that's a pretty,basic structure there but one that is,tested and true and i've used many times,and overall just really helped create a,consistent form of emails to my customer,saving me time when answering those as,well so overall this concludes the video,on how to structure customer emails i,hope this was short and sweet here i try,not to add a lot of visuals just to make,it fast and easy to understand along,with some basic points if you enjoyed,this video i would love if you hit that,like and subscribe button below if,you're interested in profitcalc that's,our sponsor there there's a link in the,description below so make sure you check,that out thank you so much for watching,and i'll see you in our next video

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