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In the past few years, online shopping has become one of the most beloved activities on the internet. Add 2020 and COVID-19 to the equation, and you get the ultimate recipe for e-commerce success.  

This doesn’t come without problems. While online shopping offers convenience, especially in times of need, such as a pandemic, it doesn’t do much in terms of customer experience and personalization. E-merchants must consider the importance of optimizing customer relationships, not just selling processes.

Fortunately, there is a huge variety of tools to improve the customer experience by creating human touchpoints along the customer journey.

And what better way to humanize online experience than by using technology? We give you a list of our favorite tools to humanize your online store and improve your e-commerce customer journey.

Instant videos

The best interface you can offer your customers is your face. Since the creation of "Stories" by Snapchat, sharing personal videos has become trendy. This new way of communication doubles the engagement during the consideration stage. It also works with increasing customer loyalty.

Vidjet

This is the first video-popup software for online business owners. It triggers on-site videos based on your customers’ behavior. Videos display as popups (2 formats) and include text and CTA buttons. You can use your own videos or record new ones from the interface.

  • Free trial: Yes, 14 days
  • Free plan: Yes, up to 5,000 page views 

Bonjoro

This tool is a fun way of sending personalized videos to your customers. Using Bonjoro's mobile app, you can send videos right to your customer’s email. It offers a recording interface to send videos that include a personal message.

  • Free trial: Yes, 14 days
  • Free plan: Yes, up to 50 videos

VideoAsk

A simple way to have asynchronous video conversations with your customers. Engage your community or collect feedback through their one-to-one videos. The recording interface is intuitive and easy to use, with videos displaying on a customized link.

  • Free trial: No
  • Free plan: Yes, up to 20 mins of video or audio processing per month

Photo by Nathan Dumlao on Unsplash

 

Live chats

Chatting with several customers at the same time is key in offering your customers a more human-like experience. More interactions doesn't mean more agents to answer your clients. Good live chats propose features that enable your agent to chat with up to 8 customers at once. These types of tools are great because you can have them live on your online store throughout the entire user journey. 

Gorgias

This app proposes a typical chat widget displayed on the bottom right side of your website. Centralize all your support tickets and even perform refunds straight from your help desk live chat. You can also easily automate conversations with a chatbot. 

  • Free trial: Yes, 7 days
  • Free plan: No

LiveChat

An embedded live chat integrated on your website's interface. On-site visitors can either start a conversation with you or you can offer assistance as a starting point.  It’s even possible to send product recommendations right in the live chat widget.

  • Free trial: Yes, 14 days
  • Free plan: No 

Tidio

Get all your live chat, e-mail, and Messenger communications in one panel. The app also offers bots to reclaim abandoned carts and increase sales, reacting to your customers’ behavior.

  • Free trial: No
  • Free plan: Yes, up to 3 operators for a lifetime

Photo by Tim van der Kuip on Unsplash

Storytelling

Your story is the soul of your website. Since stories are memorable and can conjure up emotions, they have a direct influence on your customers’ behavior. The power of storytelling makes your ideas personal, relevant and valuable. Stories as content will be useful for the first stages of the user journey: acquisition and consideration. They’re also useful during the loyalty stage. 

Storyform

This tool allows you to create responsive stories, white-papers, blog posts, or reports. It provides full-screen video and imagery, interactivity, and lots of great layouts and designs. The good news is that integrating it to your website’s page is very simple! 

  • Free trial: No
  • Free plan: Yes, up to 1 story per month

Storyboarder

An advanced tool that makes it easy to visualize a story as fast you can draw stick figures. It enables you to draw to test if a story idea works. You can then create and show animations to your audience by displaying them on your website.

  • Free trial: No
  • Free plan: Yes, download it for free!


Instagram Feed + Stories

This nice and simple Shopify app allows you to showcase your Instagram content on your store. It’s an innovative way to collect reviews by letting your customers tag your website in their Stories.

  • Free plan: No
  • Free trial: Yes, 14 days


February 23, 2021

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