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The eCommerce Technology Playbook - Customer Journey Essentials The ultimate tech stack guide to optimizing your customers’ purchase journey
The eCommerce Technology Playbook - Customer Journey Essentials
Table of Contents
Engage, Convince & Convert, Remind & Retain, Rinse & Repeat 3
Implement Product Reviews and UGC to Boost Your Bottom Line 7
Increase Conversions and Boost AOV With Buy Now Pay Later Alternative Payment Methods 11
Use an eCommerce Fulfillment Partner to Provide 2-Day Shipping and Lower Cart Abandonment Rates 15
Earn Trust and Improve Customer Retention With Free Returns 19
Drive Loyalty and Revenue Through Personalized Marketing Automation and Email 22
Provide a Donation Solution to Increase Traffic, Boost Conversions, and Make a Social Impact 26
Key Takeaways and Benefits 29
2The eCommerce Technology Playbook - Customer Journey Essentials
The Ultimate eCommerce Tech Stack
to Optimize your Customers’ Purchase
Journey
As shopping trends increasingly continue to shift from in-store to online sessions,
eCommerce retailers are truly having to stay ahead of the trends when it comes
to the customer experience, and have a million and one things on their to-do lists.
We’re adding optimizing your customer journey to the list and we’re marking
it “URGENT”. Why so urgent? To tip the scales in your brand’s favor during each
crucial moment in the path to purchase so your potential customer doesn’t bounce,
abandon a cart, or even worse— purchase from the competition. The technologies
to improve your customer journey exist and can easily integrate with your
eCommerce experience. They offer:
• User-generated content (UGC) and reviews to lower bounce rates and convince
customers to make the purchase decision.
• Alternative payment options and affordable shipping to decrease cart
abandonment.
• Easy returns to close the deal and maintain customer satisfaction post-purchase.
• Enterprise-grade marketing automation inclusive of email, social, on-site, and
in-app communication with your customers in order to stay top-of-mind and
generate repeat business.
• Turnkey donation solutions to ensure you are creating an impact with purchases,
building customer loyalty and trust.
© 2020 ShoppingGives All Rights Reserved 3The eCommerce Technology Playbook - Customer Journey Essentials
Why are these technologies important and what common customer journey
issues will they overcome? We’ll let the numbers speak for themselves.
Technology Solution Customer Journey In Other Words
Hurdle to Overcome
UGC & Reviews: 85% of consumers conduct Reviews are the low-hanging
Establish social proof to earn online research before making fruit of consumer research.
trust and convince users to a purchase online. 1 Solicit them from existing
purchase. customers, put them on your
site, and increase conversions.
Buy Now Pay Later Millennials are hesitant to use Millennials make up 25% of
Alternative Payments: credit cards. Some studies say the U.S. population. Boost
No credit card-needed as many as 67% of millennials conversion rates and increase
payment options inclusive of don’t have a credit card. 2 AOV by letting them pay
payments over time. however they want to.
Affordable 2-Day Shipping: 63% of cart abandoners did We all love free 2-day
Third-party logistics providers so because shipping costs too shipping! Amazon has set the
to fulfill orders more much. 3 standard, and in order to stay
efficiently. competitive you’ve got to
meet it.
1. https://www.salesforce.com/blog/2017/09/salesforce-2017-connected-shoppers-report
2. https://www.bankrate.com/finance/consumer-index/money-pulse-0616.aspx
3. https://www.statista.com/statistics/379508/primary-reason-for-digital-shoppers-to-abandon-carts/
© 2020 ShoppingGives All Rights Reserved 4The eCommerce Technology Playbook - Customer Journey Essentials
Free Returns: 69% of respondents say they Shoppers are factoring
Offer instant store credit and wouldn’t buy from a retailer stores’ return policies and
fulfill the replacement order if they have to pay for return experiences into their
before receiving the original shipping. 4 purchase decisions. Make
item back. sure you are covered both
pre- and post- purchase.
Marketing Automation: 51% of high-performing Your competitors are likely
Use customer data to marketers heavily leverage using marketing automation
personalize communication marketing automation in to guide customers’ post-
and create great experiences. their eCommerce marketing purchase journeys, driving
strategies. 5 repeat transactions and
loyalty. You need to as well.
Social Impact: A majority (60%) of Let your customers know
Donate on your customers’ consumers say brands should that your brand has values
behalf to the cause of their make it easier to see what and cares. Provide them with
choice. their values and positions on a means to donate at the
important issues are when point of purchase. Beyond
they are about to make a demonstrating empathy and
purchase. 6 doing the right thing, you’ll
increase CVR, AOV, and CLV.
4. https://see.narvar.com/rs/249-TEC-877/images/Consumer-Report-Returns-2018-4.3.pdf
5. https://loudcreative.com/2019/06/02/how-to-use-marketing-automation-to-maximize-e-commerce-sales/
6. https://www.edelman.com/news-awards/two-thirds-consumers-worldwide-now-buy-beliefs
© 2020 ShoppingGives All Rights Reserved 5The eCommerce Technology Playbook - Customer Journey Essentials
Let’s Dig In
The above numbers only scratch the surface as to why you need to upgrade your
eCommerce technology stack. We, at ShoppingGives, have aligned ourselves with top
solution-providers for each of the recommended technologies and invited them to
share more on why technologies like theirs improve the customer journey and provide
results, inclusive of:
Higher AOVs Increased Revenue
Lower Cart Abandonment Improved ROI
Rates
We are confident that if you implement some, or all, of the recommended technologies
your users will have an easier path to purchase leading to happier customers, happier
bosses, happier investors, and happier bottom lines. We spread the happy!
Continue reading to gain a more in-depth understanding of how each of the recommended
technologies can optimize your site’s customer journey.
© 2020 ShoppingGives All Rights Reserved 6The eCommerce Technology Playbook - Customer Journey Essentials
Implement Product Reviews and UGC to
Boost Your Bottom Line
Quick Glimpse: Product Reviews and UGC Solution
Contributing Partner Yotpo
Value 98% of consumers consider authentic customer reviews
to be the most influential factor in purchase decisions.
Added Bonus If a brand publishes enough reviews on their eCommerce
site and uses an approved Google partner (reviews
provider), star ratings have a high likelihood of being
published in organic search for a brand.
Impact Boost Conversion Rates: Across industries, the average
conversion rate of visitors who saw UGC is 161% higher
than those who didn’t. 7
What It Takes to Get Started Getting started with Yotpo includes integrating orders,
customizing review request emails, fine-tuning your
marketing settings, and placing the Yotpo widgets
on-site. This can take a few days or several weeks
depending on the brand’s specific strategy, tech stack
(Yotpos is integrated with the leading eCommerce
platforms and provides a robust API), and internal
processes. In addition, the Yotpo customer success team
works closely with their brand partners to make sure
they build and execute the right strategy quickly and
effectively.
7. https://www.yotpo.com/blog/ecommerce-conversion-rate/
© 2020 ShoppingGives All Rights Reserved 7The eCommerce Technology Playbook - Customer Journey Essentials
How UGC Increases CVR
Average Upift in Conversion Rate Between Visitors That See UGC and Those That Don’t
7%
20
3%
3%
20
20
5%
1%
16
8%
16
15
%
81
Apparel and Health and Sporting Home and Electronics Food, All
Accessories Beauty Goods Garden Beverage Industries
and
Tobacco
Data Driven by
(https://www.yotpo.com/blog/ecommerce-conversion-rate/)
The value of Review & Ratings and UGC for the
customer journey
In today’s customer-centric environment, brands need to be relatable to succeed. A way
to establish authenticity with customers is to showcase other customers, something
that is easily accomplished by publishing user-generated content (UGC) like ratings and
reviews, customer photos, and customer videos.
© 2020 ShoppingGives All Rights Reserved 8The eCommerce Technology Playbook - Customer Journey Essentials A recent Yotpo survey of 2,000 online shoppers found that 98% consider authentic customer reviews to be the most influential factor in purchase decisions. While shoppers also find robust product descriptions, photos, and videos helpful, reviews top the list as the most important source of information and validation. Product pages are not the only places where shoppers appreciate UGC. Showcasing UGC throughout the buyer journey can increase the effectiveness of marketing efforts. Savvy brands are including highlights from five-star reviews in emails and social media. They even feature customer photos in ads. UGC can make a critical impact on search as well. If a brand publishes enough reviews on their eCommerce site and uses an approved Google partner (reviews provider), star ratings have a high likelihood of being published in organic search for a brand. A new feature released by Google will also display customer photos with Google Shopping Ads, in addition to ratings and reviews. In Yotpo’s State of D2C Marketing Report for 2019, it was found that reviews are the most deployed feature on eCommerce websites, with 3 out of 4 D2C brands having implemented them to date. In the future, 9 out of 10 brands will offer reviews. Today, 1 out of 3 brands say they feature customer photos, increasing to 2 out of 3 brands in the near future. Videos are heating up. While only 15% currently feature customer videos, more than a third plan to invest in them as the next frontier of visual marketing for eCommerce. © 2020 ShoppingGives All Rights Reserved 9
The eCommerce Technology Playbook - Customer Journey Essentials
Leverage Reviews and UGC to create a Referral
Program
Because reviews and UGC are so influential with shoppers, they also
provide valuable fuel for a brand’s referral and loyalty programs. And the proof is in the
ROI. Yotpo’s research has found that referral programs turn customer advocacy into a
customer acquisition channel. 1 out of 3 D2C brands currently offer formal customer
referral programs. Additionally, 63% of brands achieve equal or greater ROI on their
referral programs, while only 37% say they achieve greater ROI from digital ads.
Why you should consider Yotpo as your UGC &
Review provider
“ To establish a true direct-to-consumer relationship, it is
imperative to get eCommerce and omnichannel right. It was a
no-brainer to switch to an innovative provider like Yotpo, whose
agile, single-platform approach improves our ability to provide
a unified customer experience, not just for Steve Madden but
across all our brands.”
Steve Madden,
CEO of Steve Madden
© 2020 ShoppingGives All Rights Reserved 10The eCommerce Technology Playbook - Customer Journey Essentials
Increase Conversions and Boost AOV With Buy
Now Pay Later Alternative Payment Methods
Quick Glimpse: Buy Now Pay Later Payment Solution
Contributing Partner Sezzle
Value Introducing an alternate payment method opens up
consumers’ capacity and willingness to purchase, making
overall shopping cart conversion rates soar.
Impact • AOV increases 20% to 40%
• Increased retention: customers who use alternative
payments make return purchases at a higher
frequency (6%-20%)
What It Takes to Get Started Sezzle has integrations with Shopify, Magento,
Salesforce CommerceCloud, Woo Commerce, and
CyberSource or can be integrated directly into your
site through their API. To sign up, fill out Sezzle’s short
application form. Approval typically takes 24 hours or
less. Once approved, the Sezzle team will send step-
by-step instructions and help you onboard, install their
payment gateway, and set up the Sezzle pricing widget
on your product page. Most sites can be processing
payments within a few days or even hours.
© 2020 ShoppingGives All Rights Reserved 11The eCommerce Technology Playbook - Customer Journey Essentials
OPPORTUNITY FOR RETAILERS
MERCHANT PROFILE EXPECTED RESULTS
Millennial and Gen Z consumer base (18 -35)
75%
CREDIT
Tech Savvy, early adopter shoppers APPROVAL RATE
Average order values between $80 - $800
• Fashion / apparel / footwear 30%
AOV LIFT
• Beauty / cosmetics
•
•
Sporting goods / fitness
Travel / hospitality
9%
SALES LIFT
• Electronics
• Food & Beverage
(https://www.shipstation.com/partners/sezzle-inc/)
The value of Buy Now Pay Later Alternative Payment
Methods for the customer journey
Introducing an alternate payment method opens up consumers’ capacity and willingness
to purchase. If the consumer hesitance to purchase is simply a question of when, then the
opportunity for the consumer to spread the expense out over a relatively short period of
time is simply good cash management. Or if it is a lack of financial resources, then giving the
consumer the option to spread the cost over time is a welcome alternative, especially in the
absence of access to traditional credit.
© 2020 ShoppingGives All Rights Reserved 12The eCommerce Technology Playbook - Customer Journey Essentials Average Order Values Increase 20% to 40% for purchases using Sezzle’s Alternative Payment Solution Providing a simple path to purchase and interest-free ways to budget makes buying items more palatable. Consumers using alternate payment methods like Sezzle are doing so to purchase goods ranging in value from $40-$500 and above. By giving the customer access to the product today with an upfront expense equal to only 25% of the purchase total, their willingness to spend more increases. Sezzle’s merchant base commonly sees AOVs increase 20%–40% for purchases made using Sezzle. Shopping cart abandonment has long been a struggle for merchants, but when consumers use alternate payment methods their overall shopping cart conversion rates soar. Providing this frictionless sales and credit experience builds loyalty and makes it more likely that the customer will return to purchase again. This time at a higher frequency (6%–20%) than customers using other payment methods while continually spending more. © 2020 ShoppingGives All Rights Reserved 13
The eCommerce Technology Playbook - Customer Journey Essentials
Why you should consider Sezzle as your Buy Now Pay
Later Alternative Payment Solution provider
“ Our products are very popular with young consumers, but it’s
hard for some of them to afford the full purchase price, and
Sezzle empowers them to budget and spread their purchase
over time.”
Marketing Director at Tobi
Tobi’s results on Sezzle’s Buy Now Pay Later orders include:
+13% +6%
Larger Cart Sizes Purchase Frequency
11% 1%
of Orders Bought with Sezzle Return Rate on Sezzle orders
© 2020 ShoppingGives All Rights Reserved 14The eCommerce Technology Playbook - Customer Journey Essentials
Use an eCommerce Fulfillment Partner to
Provide 2-Day Shipping and Lower Cart
Abandonment Rates
Quick Glimpse: eCommerce Fulfillment Solutions
Contributing Partner Shipbob
Value • Match the retail giants with an affordable 2-day
shipping option
• Outsource the entire fulfillment process, meaning
no more shipping/logistics hassles for your brand
Impact • Reduce cart abandonment
• Cut shipping costs
• Focus on scaling your eCommerce business, not on
shipping logistics
What It Takes to Get Started ShipBob provides a dedicated implementation service
that includes several pieces of training, resources, and
account configurations to set up everything needed
to have ShipBob fulfill your orders. On average, a new
eCommerce partner can begin using ShipBob’s service to
fulfill orders 3 to 6 weeks after entering an agreement.
© 2020 ShoppingGives All Rights Reserved 15The eCommerce Technology Playbook - Customer Journey Essentials The value of partnering with an eCommerce Fulfillment Solution provider ShipBob lets you outsource the eCommerce fulfillment process, including inventory storage, picking, packing, shipping, and other services. Shipping logistics are just as important as marketing—it’s your time to prove your ability to deliver on the promise of your customer experience. Smaller stores are now expected to have the same operations at their disposal as retail giants. ShipBob helps them do just that without having to lease a warehouse, purchase land, hire a team, and manage operations in-house. Shipping fulfillment companies help online stores scale, so they can focus on growing their business by working on the things only they can do instead of logistics. This means not having to worry about lifting a finger when customers order from you. You can also take time off and not have to worry about packing boxes. When you work with a fulfillment company or 3PL, you should find a partner that you’ll have for years to come, meaning you can expand into additional fulfillment centers to further reduce shipping costs and transit times as your order volume increases, and use more functionality as it becomes needed. © 2020 ShoppingGives All Rights Reserved 16
The eCommerce Technology Playbook - Customer Journey Essentials
In addition to fulfillment services, ShipBob provides technology that integrates with
your online store, advanced analytics, affordable 2-day shipping, and a vast geographic
footprint of fulfillment centers. You can distribute your inventory across their
warehouses throughout the United States to keep your product near customers. This
helps eliminate shipping to the highest, most expensive shipping zones and keeps costs
low for you and your customers while speeding up deliveries (for example, if you’re
located on the West Coast of the country and you ship to the East Coast, you’ll be
paying a lot of money).
(https://www.shipbob.com/blog/shipping-zones/)
Working with a 3PL comes in handy when you have spikes in your order volume and it
becomes more challenging to fulfill orders in a timely manner.
Without a 3PL, you’d have to hire temp workers or your friends, spend all
of your time packing boxes, and risk not meeting customer expectations.
© 2020 ShoppingGives All Rights Reserved 17The eCommerce Technology Playbook - Customer Journey Essentials
Drive results through outsourcing fulfillment
Value that ShipBob has provided its customers:
• Calm Blanket reduced cart abandonment by 18% with 2-Day express shipping
• iloveplum increased their average order value by 97% with 2-Day express shipping
• Rainbow OPTX grew 115% and saved 120 hours each week by outsourcing fulfillment
Why you should consider ShipBob as your eCommerce
Fulfillment Partner
“ We were shipping a dozen orders per day, and now we ship
hundreds per day. ShipBob has allowed us to scale up and
become successful—we have gone from $70,000 in sales in
2018 to over $7 million in sales in 2019. We place considerable
expectations and pressure on shipping so we can get close to
what Amazon does. With ShipBob, 100% of our orders are going
out via 2-day shipping. We see that people are far more likely to
order and keep ordering from us when 2-day express shipping is
an option.”
Andrew Hardy
COO of Nature’s Ultra
© 2020 ShoppingGives All Rights Reserved 18The eCommerce Technology Playbook - Customer Journey Essentials
Earn Trust and Improve Customer Retention
With Free Returns
Quick Glimpse: Return Management Solution
Contributing Partner Returnly
Value Free returns build trust and loyalty.
Impact • Increase repurchase conversions: Brands that
implement a return management solution see a 3x
repurchase lift from customers who return products
• Higher AOV: Customers who returned goods are
repurchasing at 123% of the original order value
What It Takes to Get Started Returnly implementation takes from two to eight weeks,
depending on what systems the customer is using.
Once the Returnly team understands how order data,
product information, refunding, and order placement
are managed, it’s a matter of connecting endpoints while
testing and validating the integration with the customer
throughout the process.
© 2020 ShoppingGives All Rights Reserved 19The eCommerce Technology Playbook - Customer Journey Essentials
Return rates in retail and ecommerce
Aggregated and compiled data across industries
50%
30%
20%
8-10%
Brick - and - mortar Ecommerce returns Holiday ecommerce “Expensive” products
(https://gorgias.io/blog/best-shopify-apps-increase-sales)
The value of an Alternative Return Method for the
customer journey
Although product returns are often thought of as a sunk cost, Returnly views returns as the
most critical “moment of truth” part of the customer journey. Exceeding expectations at
the point of return will result in happy, hyper-loyal customers that frequent your business
for years to come.
How does Returnly help merchants exceed shopper
expectations?
By the power of instant gratification! Returnly allows merchants to offer shoppers instant
store credit and the ability to place instant exchange orders that are fulfilled and shipped
before the shopper sends the original item back (all risk free to the merchant!). When
customers get this premium shopping experience, consumers end up buying more from the
brand.
© 2020 ShoppingGives All Rights Reserved 20The eCommerce Technology Playbook - Customer Journey Essentials
Accept free returns to boost repurchase conversions
and AOV
Returnly sees a 3-4x saved sale conversion lift across their merchants that
give the instant credit or exchange option.
And in addition to saving those sales, we’re actually seeing shoppers repurchase at 123% of
their original value—so really dramatic increases in Customer Lifetime Value.
Why you should consider Returnly as your
Post-Purchase Return Management Solution provider
“ Our goal is to create a simple customer experience at every
step—from discovery through return. With Returnly, we’re able
to provide a positive returns experience that goes beyond the
traditional transaction to delight customers and build loyalty for
our brand.”
Alex Llewellyn
Head of Customer Experience at Outdoor Voices
© 2020 ShoppingGives All Rights Reserved 21The eCommerce Technology Playbook - Customer Journey Essentials
Drive Loyalty and Revenue Through
Personalized Marketing Automation and Email
Quick Glimpse: Personalized Marketing Automation & Email
Contributing Partner Klaviyo
Value Take more control of the customer experience from
consideration through loyalty by personalizing touch
points throughout the customer journey.
Impact Within just their first six months with Klaviyo, customers
see a 29 percent increase in revenue, on average.
What It Takes to Get Started When it comes to onboarding, Klaviyo helps you hit
the ground running. From initial eCommerce platform
integration and audience segmentation to lifecycle
automation flows and sending your first campaign—
Klaviyo provides you with a blueprint for success. Most
eCommerce retailers can get up and running with
Klaviyo the same day they sign up.
© 2020 ShoppingGives All Rights Reserved 22The eCommerce Technology Playbook - Customer Journey Essentials
The value of Personalized Marketing Automation to
the customer journey
Building relationships online is no different than in-person. Brands need the ability to listen
to customers, process and understand what they’re saying (directly and indirectly), and act
on that insight—in real-time. Most software complicates and extends this process, never
delivering what they really need. With Klaviyo, the growth marketing platform built for
online businesses, brands can have an idea in the morning and deliver it by the afternoon.
Klaviyo helps brands leverage their own digital channels—website, email, and mobile
marketing—so they can grow more sustainably over the long run. These owned marketing
channels give brands more control over the entire customer experience because, with them,
brands make their own rules unlike channels run by third parties where algorithms and rules
can change without any notice.
(https://www.klaviyo.com/)
© 2020 ShoppingGives All Rights Reserved 23The eCommerce Technology Playbook - Customer Journey Essentials Within the first six months, brands are seeing a 29 percent average increase in revenue By using their owned marketing channels to build relationships with custom- ers and deliver personalized, relevant content experiences, brands see higher performance across key email marketing metrics, as well as business metrics like increased revenue and greater customer loyalty. Within just their first six months with Klaviyo, customers see a 29 percent increase in revenue, on average. © 2020 ShoppingGives All Rights Reserved 24
The eCommerce Technology Playbook - Customer Journey Essentials
Why you should consider Klaviyo as your
Personalized Marketing Automation and Email
Platform
“ As an eCommerce and marketing agency that’s scaling really
quickly, we wanted to align ourselves with a platform that
we believed in and we trusted, and that we saw results from
for our clients. I like to call them grand slams. We’ve had a lot
of grand slams for our clients on the Klaviyo platform, and I
think the sentiment internally at our office is kind of when
you know, you know. That’s how we feel about Klaviyo and
that’s how we feel about the platform. Our clients love it and
that’s the most important thing we care about.”
Micah Levy
Noticed
© 2020 ShoppingGives All Rights Reserved 25The eCommerce Technology Playbook - Customer Journey Essentials
Provide a Donation Solution
to Increase Traffic, Boost Conversions,
and Make a Social Impact
Quick Glimpse: Social Impact through Giving
Contributing Partner ShoppingGives
Value With 91% of millennials switching brands to ones
associated with a cause, it’s more important than ever
for retailers to be making a statement through corporate
social responsibility (CSR).
Impact Build trust and loyalty and boost the bottom line as
donors have 10% to 20% higher AOVs, return 21% faster
than other repeat customers, and have 18% higher CLV.
What It Takes to Get Started With the ShoppingGives Shopify App, your site can be
up and running inThe eCommerce Technology Playbook - Customer Journey Essentials
The value of Donation Solutions to the
customer journey
Today’s customers crave representation and personalization. In a world that seems to
repurpose and retarget the same messages continuously, it is no surprise that shoppers are
looking for more meaningful relationships with companies that give back.
ShoppingGives has created a technology to give back on every purchase,
at no extra cost to the consumer.
This platform allows retailers to support what their customers care about by providing them
with the opportunity to choose where to give back.
ShoppingGives integrates seamlessly into an eCommerce store’s customer shopping journey,
creating a frictionless giving experience for customers and guiding the customers to convert,
with the knowledge that a donation is created with every purchase.
Giving back is good for the bottom line too. Empowering your customers to donate to a
charity of their choice improves trust and loyalty, leading to more frequent and higher-value
purchases over time.
With 91% of millennials switching brands to one
associated with a cause, it’s more important than
ever for retailers to be making a statement with their
corporate social responsibility (CSR).
© 2020 ShoppingGives All Rights Reserved 27The eCommerce Technology Playbook - Customer Journey Essentials
Boost AOV, conversion rates, and customer lifetime
value with the ShoppingGives Donation Solution
On average, we’ve seen an increase in AOV from 10–25% and conversion rates lift as high as
20% with stores that activate ShoppingGives and integrate impact into their marketing. On
one impact-specific email sent on #GivingTuesday, our partner saw a revenue lift of 39.9%.
In addition, their yearly report showed multiple time-donors coming back 21% faster than
other repeat customers and an 18% higher Lifetime Value among multiple-time donors.
Why you should choose ShoppingGives as your
Donation Solution provider
“ Since launching, our conversion rate has increased by 19%
and our AOV has grown by 11%. Moreover, we’ve seen the
friction to conversion get reduced because customers feel
good about their purchases”
Kevin Lee
Director of Marketing and eCommerce at Zachary Prell
© 2020 ShoppingGives All Rights Reserved 28The eCommerce Technology Playbook - Customer Journey Essentials
Key Takeaways and Benefits
The ShoppingGives team is pleased to have been able to share the details and anecdotes regarding
each of the technologies included in The Ultimate eCommerce Tech Stack to Optimize your
Customers’ Purchase Journey. We hope you’re able to leverage this information to build a high-
performing tech stack for your eCommerce store and have the best 2020
Here’s a recap of the recommended technologies
and their benefits:
• Integrate product reviews and user generated content throughout your customer journey to
provide convincing social proof to potential customers, leading them to conversion. — Yotpo
• Implement a buy now pay later alternative payment method to increase AOV and capture
customers who may have otherwise abandoned their shopping cart. — Sezzle
• Leverage an eCommerce fulfillment partner to provide affordable or free 2-day shipping and
liberate your eCommerce store’s team from logistical hassles allowing them to focus on growing
your business. — ShipBob
• Use a return management solution to offer free and streamlined returns that drive repurchases,
build customer loyalty, and increase customer lifetime value. — Returnly
• Maximize marketing automation to deliver relationship-building personalized content
throughout the customer journey, ultimately increasing revenue and customer loyalty. — Klaviyo
• Provide a donation solution to make a social impact on the world, on communities, in the lives
of those in need, and your customers through giving back. Establish meaningful customer
relationships by empowering users to give a percentage of their transaction to a charity of their
choice, boosting conversion rates and customer lifetime value. — ShoppingGives
© 2020 ShoppingGives All Rights Reserved 29The eCommerce Technology Playbook - Customer Journey Essentials
We, at ShoppingGives, are very thankful to each of the best-in-class technology providers who
contributed to this blog. And we’re thrilled to be able to share this information with (to GIVE it
to) eCommerce entrepreneurs and marketing departments.
We would like to provide you with deeper insights on how corporate social responsibility can
be leveraged to make a social impact. We have created a CSR Playbook that provides insightful
guidance on:
• The benefits of giving back
• How to use CSR to ignite your company culture
• Making an impact through partnerships with charities and nonprofits
• Getting the CSR message out through a Cause Marketing campaign
• Leveraging CSR to boost customer engagement
Read the playbook now to learn how to strategically implement a CSR strategy that will set your
company on a path to make a positive social impact on society, your employees, and your bottom
line.
Bonus:
Download the CSR Playbook - Power Strategies for Social Impact Success
© 2020 ShoppingGives All Rights Reserved 30You can also read
