4. • A cloud-based, multi-channel commerce platform
designed for small and medium-sized businesses
• 500,000+ merchants on our platform (not including free
trials)
• Merchants in 175 countries
What we are…
20. 220% $6.25B
BFCM Fun Facts from 2016
more sessions* spent*
3x 30%more orders for Shopify merchants more sales from multi-channels
* data collected by Adobe Digital Insights
21. 📱 🎁
BFCM Trends for 2017*
more mobile conversion research starting earlier
integrating offline and online
🙌convenience factor
🏬
“* from Shopify blog post “Black Friday Cyber Monday: 10 Tips and Upcoming Trends From Industry Experts”
23. SUPPORT IS QUEEN 👑
• Ways to proactively prepare for support:*
• Set-up text expanders with common support responses.
• Pre-write email responses for common app issues.
• Send check-in emails to merchants during quiet times.
* Taken from Shopify’s App Developer Medium Blog: “Expert Advice for Improving App Support”
24. SUPPORT IS QUEEN 👑
• Ways to encourage self-support:*
• Create documentation that merchants can use to help
navigate and solve their app issues.
• Update copy and prompts within the app to help guide
merchants through functions and steps that frequently
result in support needs.
* Taken from Shopify’s App Developer Medium Blog: “Expert Advice for Improving App Support”
25. SUPPORT IS QUEEN 👑
• Ways to add more empathy to support responses:*
• Make response times a fast as possible to reduce
merchant anxiety.
• Use bots or automated tools to speed up response times.
• HelpDesk is an SMB solution that can help scale support
for apps
* Taken from Shopify’s App Developer Medium Blog: “Expert Advice for Improving App Support”
26. Make a merchant’s life easier during
BFCM, expect more merchants to
hear about your app 🎉
27. • Get started building apps for us! http://developers.shopify.com
• Our app store: https://apps.shopify.com/
• Our BFCM guide: https://www.shopify.com/bfcm
• My twitter account: @SarahJaneMorris
• My current fave Insta: @VegasStories
Resources