Ecommerce Customer Experience Agency

Customer experience

Start with what customers tell you, then fix every step from first visit to repeat order.

Most improvements come from answering the questions customers have before they buy, and making service easy after they do. That means research, a store designed around what it finds, and support tools that resolve problems quickly.

We are a Gorgias partner, and most of our projects start with a customer experience strategy workshop.

Services

The customer journey we design

01 Understand

A customer experience strategy: workshop, research, personas, an experience map and a ranked roadmap. See the customer experience strategy page for how it works.

02 Design and build

A store that answers buyers’ questions before they ask: product pages, navigation, sizing and fit, samples and comparisons.

03 After the order

Self-service order tracking, returns and exchanges, and subscription management, so customers do not need to contact you.

04 Service

Gorgias set up with Shopify, so agents see orders, refunds and subscriptions next to each ticket, with automation for everyday questions.

05 Retain and improve

Email, loyalty and conversion testing on a growth retainer, measured against the roadmap.

Customer service with Gorgias

We are a Gorgias partner. We connect it to Shopify and set it up around your most common questions.

Orders, refunds and subscriptions next to every ticketMacros, rules and self-service answers for order status and returnsEmail, chat and social messages in one placeReporting on response times and ticket volumeTraining for your teamCustomer service data fed back into the roadmap

Customer experience work

Iron Heart

Customer experience strategy, a redesign and a growth roadmap

XOXO

Customer experience strategy and a new Shopify site

Tileflair

Customer research, four personas and a Shopify Plus rebuild

Rastah

Customer experience strategy, a redesign and a growth retainer

Glaze

Customer experience strategy, a relaunch and years on retainer

Fold

An experience map for home users, studios and hospitality

customer experience strategy

Results

What customer research changed.

Iron Heart: three personas from a workshop and a review of support tickets, which showed that sizing and fit questions held up purchases, then a redesign around how customers choose a cut.

Tileflair: a customer survey, showroom staff interviews and its own data produced four personas that shaped the new Shopify Plus site.

Guinness World Records: the store was rebuilt around record holders, event participants and fans.

Fold: an experience map for home users, studio owners and hospitality partners shaped a new site.

Myomaster: product pages built to explain high-priced recovery equipment.

Case studies

‘They really took the time to understand the complexities of the business.’

Abby Carter, Head of Marketing & Ecommerce, Tileflair

How we measure customer experience

The numbers we track before and after each change.

Conversion rateReturning customer rateSubscription churnSupport ticket volume and response timesWhat customers say in surveys and reviewsReturns and the reasons behind them

FAQs

We find out what customers need at each stage, from first visit to repeat purchase, and change the store, service and communication to match.

The strategy is the first step: a workshop, research and a ranked roadmap. This page covers the whole journey, including designing the store, post-purchase experience and customer service. See customer experience strategy.

Yes. We are a Gorgias partner. We connect it to Shopify, set up automation for common questions and train your team.

Yes. For Iron Heart we analysed support tickets and found that sizing and fit questions held up purchases, which shaped the redesign.

With conversion rate, returning customer rate, subscription churn, ticket volume and response times, returns, and what customers say in surveys and reviews.

All FAQs