ECommerce churn is a very real concern. Fierce competition has given shoppers a wealth of options, which means the slightest frustration or bad experience can encourage them to jump ship at a moment’s notice. In fact, about 50% of customers would switch to a new brand after one bad experience while 80% will leave to shop with a competitor after more than one bad experience.
To increase eCommerce retention, merchants must put precautionary measures in place to create a seamless and enjoyable shopping experience from start to finish.
Creating a powerful eCommerce tech stack is the first step - implementing robust Shopify tools to automate important retention tactics and address customer needs is crucial if you want customers to keep coming back.
Here’s our pick of the best.
Reduce eCommerce Churn With These 7 Powerful Shopify Tools
1. Subscription management: Smartrr
What is Smartrr?
Smartrr is a subscription management software that lets Shopify merchants offer curated subscriptions and memberships.
How Smartrr reduces eCommerce churn
Smartrr allows merchants to curate memberships for their customers. Rather than putting everyone on the same subscription regardless of whether it’s a good fit or not, customers can manage and modify their orders based on their personal needs. As well as skipping a month and accessing easy upgrades, customers can even gift their subscriptions to friends and family.
When a customer is in charge of their membership and can create an experience that suits their needs, they’re more likely to stick around. Smartrr radicalizes the “subscribe and forget” status quo by letting customers build a membership they want to engage with.
2. SMS: Blueprint
What is Blueprint?
Blueprint is a conversational CRM enabling scaling Shopify brands to increase LTV through SMS & Whatsapp messaging.
How Blueprint reduces eCommerce churn
Blueprint builds retention by enabling personalized brand-customer conversations at scale across the entire customer journey. Brands can send and receive text messages from a dedicated brand number, encouraging two-way dialogue and repeat purchases.
Stores turn single orders into multiple transactions with intelligent cross-sell and replenishment flows as well as subscription management and order skipping functionality. Blueprint also drives revenue via abandoned cart recovery, segmented group campaigns and game changing one-click ordering.
Blueprint ensures brands unlock LTV with deep, performance-led insights that offer qualitative and data-driven feedback, as well as predicting customer churn.
3. Analytics: Daasity
What is Daasity?
Daasity is an analytics tool created for merchants who want to see data from multiple different channels in one central place.
How Daasity reduces eCommerce churn
Understanding the data behind customer purchase intent and experience is crucial in reducing eCommerce churn. Tracking key metrics, like CLTV, AOV, CPA, and ROAS gives you a baseline for improvements and identifying key customer retention activities.
Daasity’s dynamic platform empowers merchants to maximize their profits through deep omnichannel analysis - something that’s crucial today when shoppers use a variety of different channels.
The central dashboard and insightful reports help you identify cost-cutting tactics and make an informed customer retention strategy with data-driven decisions.
4. Order tracking: Wonderment
What is Wonderment?
Wonderment is an order tracking software that sends out shipping confirmation emails to improve the post-purchase experience.
How Wonderment reduces eCommerce churn
If you’ve ever purchased an item online and not immediately received an order confirmation, you know how panic-inducing it can be. Customers are left wondering where their money went, whether their purchase notification got lost in the ether, or worse still, whether they’ve been scammed.
None of these outcomes are conducive to retaining customers and can, in fact, lead to churn rates that are far higher than they should be.
Wonderment helps merchants deliver engaging post-purchase experiences that nurture customers long after their cash has left their bank account. It provides customers with full visibility into their shipments and prevents the dreaded “where’s my order” calls before they happen.
Automated shipping notifications are fired off as soon as a customer’s purchase has been logged, and Wonderment continues to send updates when a product has shipped, is out for delivery, and has been delivered.
The post-purchase experience plays a huge part in increasing customer retention. Providing customers with a delightful journey after they’ve bought will win them back in the long term.
5. Retargeting solutions: Shoelace
What is Shoelace?
Shoelace helps merchants create and manage revenue-driving social campaigns and implement customer journey marketing tactics.
How Shoelace reduces eCommerce churn
The sheer amount of competition today means it’s difficult to compete with the shiny object syndrome customers have. Once they make a purchase and leave your site, there’s a high chance they might never come back if you don’t take action.
Shoelace lets merchants create retargeting ad campaigns that bring customers back and increase eCommerce retention rates. It works by integrating with your store so you can visualize the ad experience and tweak ads in real-time.
Live reporting capabilities provide insightful campaign data which, when combined with advice from Shoelace’s team of ad experts, arms merchants with crucial information about their customers.
The customer journey has never been so important in the quest for high retention. Shoelace’s customer journey marketing sequences span the entire customer lifecycle, gently nudging shoppers from one stage to the next through personalized and relevant ad experiences.
6. Email: Klaviyo
What is Klaviyo?
Klaviyo is a powerful email marketing platform that lets merchants send personalized email flows based on segmentation and behavior triggers.
How Klaviyo reduces eCommerce churn
Consumers crave personalization, but it can be hard when you don’t know exactly what each individual customer wants. Klaviyo collects data and uses it to segment customers into relevant cohorts. Merchants can then create automated flows that are triggered based on buyer behavior or specific actions.
For example, if a customer purchases a face cream for the second time in two months, it can trigger a replenishment flow that is sent out every other month. The powerful segmentation capabilities combined with an endless selection of automations allow merchants to create fully customer-centric experiences.
Email flows that are molded to each individual shopper’s needs help personalize the overall experience and, as a result, reduce eCommerce churn.
7. Customer support: Gorgias
What is Gorgias?
Gorgias is a forward-thinking customer service platform that centralizes support tickets to speed up responses.
How Gorgias reduces eCommerce churn
When a customer has a question, they don’t want to wait 24-48 hours for a response. Chances are, if they have to hang around, they’ll go somewhere they can get an immediate response--especially if they’re in buying mode.
Gorgias collects support data in one central location and, through robust helpdesk software, allows merchants to automate responses to frequently asked questions. The tool can also help sellers to answer pre-purchase questions on social channels and ads to remove any friction from the buying process.
Tackling objections in real-time keeps the customer journey in motion, reducing any potential frustration for customers and increasing their chances of returning in the future.
Reducing eCommerce Churn With a Helpful Tech Stack
Merchants have a struggle on their hands: standing out and attracting return custom is tricky against a backdrop of serious competition. These Shopify tools help tackle key retention tactics to keep customers coming back for more.
