Ecommerce customer experience agency
We are customer experience specialists for Shopify and Shopify Plus brands. We research what your customers need, design and build the store around it, and set up the service tools that support them after they buy, including Gorgias, where we are a partner.
The short answer
- Start with what customers tell you, not with a list of features.
- Most improvements come from answering the questions customers have before they buy, and making service easy after they do.
- Our Customer Experience Strategy workshop is where most of our projects begin.
Recent customer research
| Brand | What we did | What changed |
|---|---|---|
| Tileflair | Customer survey, showroom staff interviews and a review of customer data | Four personas shaped the new Shopify Plus site |
| Guinness World Records | Customer Experience Strategy workshop | The store was rebuilt around record holders, event participants and fans |
| Fold Reformer | Experience map | The site was designed for home users, studio owners and hospitality partners |
| Myomaster | Customer Experience Strategy workshop | Product pages built to explain high-priced recovery products |
What we do
- Customer research: surveys, interviews and data analysis
- Experience maps, personas and a prioritised roadmap
- Site design that answers buyers' questions before they ask
- Self-service order tracking, returns and subscription management
- Conversion and retention testing on a growth retainer
Customer service with Gorgias
We are a Gorgias partner. We set up Gorgias with your Shopify store so agents see orders, refunds and subscriptions next to each ticket.
- Macros, rules and self-service answers for everyday questions such as order status and returns
- Email, chat and social messages in one place
- Reporting on response times and ticket volume
‘They really took the time to understand the complexities of the business.’
‘Superco helped us understand our consumer, making sure they are at the forefront of our online marketing and ecommerce plans.’
FAQs
What does an ecommerce customer experience agency do?
We find out what customers need at each stage, from first visit to repeat purchase, and change the store, service and communication to match.
What is a Customer Experience Strategy workshop?
A structured session with your team, backed by customer surveys, interviews and data. The output is a report setting out customer groups, an experience map and a prioritised roadmap. See Customer Experience Strategy.
Do you set up Gorgias?
Yes. We connect it to Shopify, set up automation for common questions and train your team.
How do you measure customer experience?
With conversion rate, returning customer rate, subscription churn, support ticket volume and response times, and what customers say in surveys and reviews.
Keep reading
Talk to us about your customers
Tell us what you know about your customers today, and where you think the store is letting them down.