Shopify Customer Accounts: In this post, we’ll cover best practices, examples and apps you can use to create a beautiful, user-friendly experience for your repeat customers.
A successful ecommerce business would get around 30% to 70% of its revenues through repeat orders. The more mature the business, higher is the share of repeat orders. These repeat customers expect a dedicated customer account section from where they can do the most frequent actions. Businesses have reported the below benefits after investing in an optimized customer accounts portal:
If you are using a cart platform like Shopify, Magento, Bigcommerce, WooCommerce – then you get a customer accounts page out of the box – but that’s not enough.
Too much time, money & resources are spent in the funnel optimization. Most ecom businesses obsess over the perfect ad creative, the perfect landing page design, the category pages, the product pages & the checkout experience.
But the most profitable customers are the repeat ones. The repeat customer journey is very different from a new customer. They usually have a different intent when they come on your ecommerce store. They may not start on the home page, they’ll probably start from the customer accounts page. They may want to track an order, maybe re-order from there. They may want to make changes to their subscription, track their loyalty points, see their wishlist. Your job is to remove the friction in every action and make it easy to do everything that a repeat customer would want.
Example: Amazon does a brilliant job of creating a personalized customer account section.
As a repeat customer, I may want to do the below actions when I come to the website
Let’s break down each section, explore best practices and examples.
On Shopify store customer accounts section must allow customers to easily track current order status. You can use the tracking functionality that comes out of the box with Shopify or use an app like Aftership to create a customized order tracking page.
This may not be applicable for all kind of businesses. But for certain categories like food, grocery, accessories, etc- this simple button has reported to increase repeat orders by 15% overnight.
If your ecommerce store sells subscriptions using Recharge/Woocommerce Subscriptions/Bold Subscriptions, etc, then all these app come with a subscriptions portal. But you must want to embed that experience inside the customer’s account page. Either let them manage subscriptions inside the customer account page or give them a link that auto-logs them to Recharge Subscription Portal.
Your subscriptions portal must allow for customers to
We’ll cover the cancel subscription with retention flows in a different blog.
Most ecommerce stores use a returns app powered by Loop Returns, Returnly, Happy Returns, Shipstation, etc. While all these apps come with their own returns portal for their customer. You may want to think about consolidating all this in one place inside customer accounts for a great user experience.
Give your customers an easy way to start a return or exchange right from the customer accounts page & auto-log them in to the returns portal without asking them to login again.
So simple, yet so many businesses fail to optimize for this experience. Your customers may want to change their email, reset their password or add address to their profile. If you want repeat orders, act like you already do 🙂 Please think through the experience you are creating for your repeat users and design for them.
Customer details section must allow customers to
Make it easy for customers to get help and provide context ahead of reaching the customer support. Add order related FAQs, usage instructions and make it easy for customers to reach out to support.
You may have the best customer accounts section but customers will not be able to access it without a seamless login flow. Customers will usually remember passwords of their top 4-5 visited websites. Some customers will do a guest checkout. Think of ways you can create an easy login experience.
Give customers multiple ways to access their customer accounts page
The last two options make it easy for guest users that did not create an account. Plus users do not even have to remember passwords.
Richpanel is an end-to-end customer support platform which includes customer portal and agent helpdesk. The dedicated customer accounts portal can be used by shoppers to track and manage orders, manage subscriptions, answer FAQs and contact support.
Flits is a dedicated app for customer’s accounts page. It does a great job of beautifying the default customer’s account section that comes with Shopify without the need to edit code.
When you enable customer accounts, Shopify store password-protected information about a customer’s identity, order history, and current order status.
To enable, go to your Shopify admin, go to Settings > Checkout.
In the Customer accounts section, choose a customer account option:
If you’d like to see Richpanel’s shopify customer portal on your store, sign up for a free trial here.