Wooden Wooden Toys is a Canadian-based wooden-toy retailer that sells handpicked Montessori-inspired toys. Caretakers from everywhere in the world buy the toys from the corporate which was based by a mother and pop who had been on the lookout for toys for their very own little one.
Earlier than the pandemic hit, enterprise on the online-only toy store was modest however regular. However COVID-19 impacted the demand for instructional toys and adjusted how they had been bought. Caregivers weren’t capable of view toys at brick-and-mortar retailers and wanted to have the ability to belief a totally digital model to supply toys they’d by no means performed with or touched. The surprising surge in demand supercharged Wooden Wooden’s enterprise. Now, co-owner Rennie Wooden and his spouse, Melody plan to make their ecommerce aspect gig their sole focus.
However with a view to do this, they wanted to make some upgrades to their tech stack and their buyer expertise.
Implementing Shopify Inbox to handle buyer conversations enabled Wooden Wooden Toys to:
- Win a sale eight out of 10 occasions once they have the chance to speak with a client
- Fulfill each order inside 24 hours
- Differentiate their enterprise by offering a quick, private buyer expertise
- Purchase new clients as present clients age out
Because the pandemic boosted on-line gross sales and brick-and-mortar retailers suffered from retailer closures, Wooden Wooden Toys acquired loads of the additional visitors. Gross sales boomed. However Rennie and Melody each nonetheless had a nine-to-five job to juggle whereas staying on prime of their rising on-line enterprise.
Add to that the necessity to prioritize buyer acquisition.
For its first three to 4 years in enterprise, Wooden Wooden Toys had a stable base of repeat clients. However as their clients’ kids began to age out, there was a renewed deal with buyer acquisition.
The one factor we will management is our buyer expertise and the message and character of our communication.
That is the place they realized buyer expertise is without doubt one of the greatest alternatives for differentiation, particularly when Amazon is thrown into the combination. “We’ve got to cope with a few of these similar strains being offered by third events or fulfilled by Amazon resellers,” says Rennie. “So though it is not popping out of Amazon, it is nonetheless within the Amazon market. The one factor we will management is our buyer expertise and the message and character of our communication.”
However with an rising variety of messages to observe and reply to, buyer conversations turn out to be labor- and time-intensive. Wooden Wooden Toys wanted a instrument that would not solely seize all of the conversations but additionally streamline message administration on the similar time.
Rennie knew he wanted a approach to handle buyer conversations whereas enhancing the client expertise, which might finally help the model’s buyer acquisition goals. So he set some objectives.
To create a buyer expertise that stood out, his purpose was to “be hyper responsive, fulfill orders inside 24 hours, and add a private contact,” he says.
And whereas this stage of responsiveness fueled the corporate’s progress, Rennie knew it wasn’t sustainable to keep up that customary. So he turned to his tech stack and seemed for some Shopify apps to assist.
Having had expertise with clunky plug-ins on Wooden Wooden’s earlier WordPress website, Rennie was keen to seek out one thing easy.
“I type of helped myself to the ‘Made by Shopify’ apps. And nearly from day one, that was a part of it,” he says. Now, the model makes use of Shopify Inbox to streamline buyer conversations. “I [didn’t] must cope with some third-party developer and plug in any code.”
With Shopify Inbox, Wooden Wooden Toys is ready to promptly reply buyer queries, chopping down on all of the forwards and backwards that comes with e mail communication. This interplay is vital in driving gross sales, because it permits the model to get to the client whereas they’re in consideration mode, reply their questions, and instill confidence to make the acquisition. “With Shopify Inbox, we will ship a superb buyer expertise, and reply customers’ questions precisely, extra typically, and sooner,” Rennie says.
Chat has turn out to be a useful gross sales instrument for Wooden Wooden Toys. And Shopify Inbox has streamlined the best way it manages every chat dialog, in addition to buyer conversations from different channels. It’s additionally enabled it to simply prioritize crucial conversations—those with high-intent customers which have the potential to influence the underside line.
Shopify Inbox is a robust instrument… It helps me rescue gross sales after spending time, cash, and vitality getting a buyer to that time. It pays big dividends.
“Folks ship emails, folks Instagram us, folks ship us Fb messages,” Rennie says. “The communication is available in from loads of channels, however having [chat] on the shop is sweet as a result of I do know they’re really merchandise. We will do a greater job of guiding that procuring expertise once they’re on the positioning somewhat than if it’s taking place on an Instagram or a Fb DM.” And with cart occasions, Wooden Wooden Toys may give top-notch assist through chat.
Cart occasions present context on what objects customers have of their cart—or have eliminated—so you’ll be able to anticipate potential questions and supply customized suggestions.
Although Shopify Inbox is highly effective and full of options, it’s not too cumbersome for the small-business proprietor. “However at the very least for us, as a really small operation, it’s often simply me answering the chats,” Rennie says. “[Shopify Inbox] is easy and efficient.”
Wooden Wooden Toys makes use of Shopify Inbox in quite a lot of methods, however two key approaches stand out:
Mimicking the in-store procuring expertise by means of customized suggestions. Wooden Wooden Toys makes use of chat as a spot to have an actual two-way dialog, not only a place to reply questions. The very best chats begin with a dialogue about what the patron is on the lookout for, so Rennie can information them to seek out the proper product. “With Shopify Inbox, we will have a textual content model of that nice in-store expertise, ask them questions, construct rapport, make some considerate strategies, and create a bundle,” he says. “That’s the very best type of scenario.”
Saving the sale and answering questions at checkout. Many patrons flip to speak once they have points finalizing their buy resolution—these messages from high-intent browsers are tremendous essential and a very good conversion alternative. Perhaps they’ve questions on stock availability or their e mail isn’t working or they didn’t obtain the low cost code they had been anticipating. “With Shopify Inbox, I can save these gross sales that would have been misplaced as a result of the client discovered some type of communication barrier,” says Rennie.
Having chat obtainable on Wooden Wooden Toys’ on-line retailer helps create belief. So even when a client doesn’t have a direct query, they really feel extra assured shopping for realizing that help is barely a message away. “Having that delicate pop-up that exhibits that we’re obtainable, I feel that that drives conversion as a result of [it inspires] folks to be extra assured, to construct a much bigger basket, and to belief that we’re going to ship them what we are saying we are going to.”
In the end, Shopify Inbox helps Wooden Wooden Toys in its rising enterprise and empowers them to ship a buyer expertise that drives each retention and acquisition in a sustainable method. “Folks that use chat are high-intent clients that are likely to make purchases,” Rennie says. “I don’t know if I can put a quantity on it, however I do know that if someone reaches out with an issue, I wager eight occasions out of 10 we will resolve it and win the sale.”