Why Customer Hub?
Customer Hub enhances the shopping experience by allowing website visitors to complete personalized actions tailored to their needs, such as saving favorites, accessing unique coupons, receiving product recommendations, and more!
A more advanced Customer Hub can act as:
- Your customer relationship HQ: Include loyalty, subscriptions, orders, favorites, coupons, returns, recommendations, and support all in one place.
- A personalized shopping experience: Share tailored recommendations based on past purchases and browsing history and create segment-based content blocks to target groups like VIPs, first-time shoppers, or at-risk customers.
- Immediate 24/7 support: Answer common questions, provide self-service options for order tracking, repurchasing, returns, etc., and house your live Customer Agent for 24/7 AI assistance.
Audit your Customer Hub experience
Before you make improvements to your Customer Hub, you must pause and determine what is currently working and what’s not. Check out the video below to learn how to audit your existing Customer Hub experience, so that any changes you make drive impact.
Track Customer Hub features to real business goals
Looking for inspiration for what a successful hub experience may entail? Review the following features and how they can move the needle for your business across primary and secondary goals, as well as support the customer journey.
Feature | Primary business goal | Secondary business goal | Value statement | Result for the shopper |
|---|---|---|---|---|
Recommendations | Increase average order value | Drive repeat purchase | Surfaces personalized product suggestions based on purchase history, increasing cross-sell revenue | Discover relevant products |
Favorites | Increase engagement and return visits | Reduce purchase friction | Lets shoppers bookmark products they love, creating re-engagement opportunities and reducing decision fatigue | Save items for later |
Coupons | Drive conversions | Reward loyalty | Centralizes promotional offers in one place, reducing churn and incentivizing purchase | Access discounts easily |
FAQs | Reduce support ticket volume | Improve shopper confidence | Deflects repetitive support inquiries with self-serve answers, freeing team bandwidth | Get quick answers |
Reviews | Build social proof | Improve product discovery | Captures user-generated content that drives trust and informs future purchase decisions | Share and read feedback |
Loyalty | Increase customer lifetime value | Reward repeat purchases | Integrates loyalty data into the post-purchase experience, motivating ongoing engagement | Track and redeem points |
Subscriptions | Drive recurring revenue | Reduce churn | Gives shoppers full control over their subscriptions, reducing cancellations | Manage recurring orders |
Order tracking | Reduce support burden | Build post-purchase trust | Proactively surfaces order status, reducing support volume and post-purchase anxiety | Know delivery status |
Returns | Reduce support burden | Improve shopper satisfaction | Self-serve returns reduce ticket volume and improve post-purchase confidence | Easily initiate returns |
What's next?
Now that you have spotted the gaps, let's cover how you can iterate and personalize your Hub for different shopper needs.