I’ve been searching high and low for an e-commerce front end for my upcoming online store.
After researching for months and building my own e-commerce store from open source codes and hiring a few freelancers, the project didn’t turn out as I had expected, and I decided to start from scratch through other sources.
Yes, sometimes failed projects cost me time and money, but failures are only failures if you don’t learn from it, right?
This time I decided to go with Shopify, a ready online store and hosting solution. Although I am paying them a monthly fee, I feel that it’s fairly priced and I don’t mind committing to it as I don’t have to worry about server fees, the design of my site, and most importantly security.
Security is definitely one of the things that I learned through the hard way because I can’t afford to mess about with it and jeopardizing the safety of my customers. So it is always going to be better if I let the experts handle it.
Anyway, back to Shopify. After signing up with them a couple of days ago and leaving it without doing anything (you know… procrastination… it happens…), one of the team members of Shopify sent me an email:
Best customer service email EVER!
I’m Brian, your Shopify Guru. I handle the onboarding process – getting you up and running with Shopify. If it helps, you can think of me as a personal trainer – if the software isn’t working right, I’ll help with that, but I also can help with motivation and guidance to make sure that you’re not making mistakes in how you use the software that could cost you sales and success down the road.
I’m available to you as a resource for the entire time you’re a Shopify customer, so I want to get to know you better and see how I can help :). I’d love to know more about your business to get us going in the right direction.
I see you haven’t added any products yet. What do you plan on selling? Here’s our guide to how to add products to your site: http://wiki.shopify.com/Help:Products
If there’s anything else I can do to help you better achieve your business goals, just let me know!
Talk soon, Brian Your Shopify Guru To reach me, just email ******@shopify.com
P.S. If you’re looking for some inspiration, take a look at the Shopify Blog where we feature recently launched stores: http://www.shopify.com/blog/tagged/featured-stores
Although the email was quite general and could have been a template, it was an email that wowed me because not many services out there would send an email like this.
Some of the services out there would only send me an email when I decided to leave them (you know, to beg* me to stay with them. *kidding: templates don’t grovel).
If this email was a template, I’d have to say it is one of the most sincere ones that I have come across. The ‘voice’ behind the email is very believable, and is an excellent example of how businesses humanize themselves to talk more effectively to their customers.
If anything, this is also a great example of how customer service could efficiently reach out to their customers without being predictable or sounding constrained.
So well done there, Mr. Brian Shopify Guru, you’re my new hero, your email have made my day and I look forward to talking with you again (I responded to the email and Brian is now helping me to set up my store, well DONE!).
Bottom line is, no matter how many times we get impressed by the big, fancy features of a product, little things like these still matters to your customers and would definitely get me sticking with their services for that much longer.
What do you think? Have you experienced any services like these or have you done something similar for your customers? I’d definitely love to hear about them.
photo credits: oldmantravels