Why Customer Hub?
Customer Hub enhances the overall shopping experience by allowing website visitors to complete actions specific to them, such as saving favorites, accessing unique coupons, receiving product recommendations, and more!
A more advanced Customer Hub can act as:
- Your customer relationship HQ: Including 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: Quickly 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
Check out the video below to learn how and why to audit your existing Customer Hub experience.
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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 | Shopper need | Value statement |
|---|---|---|---|---|
Recommendations | Increase average order value | Drive repeat purchase | Discover relevant products | Surfaces personalized product suggestions based on purchase history, increasing cross-sell revenue |
Favorites | Increase engagement and return visits | Reduce purchase friction | Save items for later | Lets shoppers bookmark products they love, creating re-engagement opportunities and reducing decision fatigue |
Coupons | Drive conversions | Reward loyalty | Access discounts easily | Centralizes promotional offers in one place, reducing churn and incentivizing purchase |
FAQs | Reduce support ticket volume | Improve shopper confidence | Get quick answers | Deflects repetitive support inquiries with self-serve answers, freeing team bandwidth |
Reviews | Build social proof | Improve product discovery | Share and read feedback | Captures user-generated content that drives trust and informs future purchase decisions |
Loyalty | Increase customer lifetime value | Reward repeat purchases | Track and redeem points | Integrates loyalty data into the post-purchase experience, motivating ongoing engagement |
Subscriptions | Drive recurring revenue | Reduce churn | Manage recurring orders | Gives shoppers full control over their subscriptions, reducing cancellations |
Order tracking | Reduce WISMO contacts | Build post-purchase trust | Know delivery status | Proactively surfaces order status, reducing support volume and post-purchase anxiety |
Returns | Reduce support burden | Improve shopper satisfaction | Easily initiate returns | Self-serve returns reduce ticket volume and improve post-purchase confidence |
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.