Industry guides
Guides for ecommerce stores
The enquiries that arrive after hours, the questions your team answers ten times a day, and the leads that go quiet before anyone replies. 17 practical articles on fixing them for ecommerce stores.
See how SpideyChat works for ecommerce storesA Returns Policy Nobody Reads Is Still Your Busiest Page
Returns questions pile up because policies are hard to read at the moment people need them. How to answer them instantly and cut the emails for good.
Care Instructions Questions Are Pre-Sale Questions Too
Shoppers ask how to wash, maintain or use a product before they buy it. Why care questions affect sales and returns, and how to answer them instantly.
Discount Code Questions That Stall a Checkout
A discount code that fails at checkout stops a sale at the last step. How to answer promo code questions instantly and prevent the most common failures.
Gift Buyers Need Different Answers Than Everyday Shoppers
Gift buyers ask about delivery dates, wrapping and returns for the recipient. How online stores can answer gifting enquiries instantly and win more orders.
How to Answer Stock and Restock Questions Without an Inbox
A step-by-step playbook for online stores to answer stock and restock questions instantly and capture demand for sold-out products instead of losing it.
How to Train a Store Assistant on Your Product Catalogue
How to train a website assistant on an online store's product catalogue so it answers accurately, from preparing product pages to testing and fixing gaps.
International Shoppers and the Questions They Ask First
Overseas shoppers ask about shipping, customs, duties and returns before buying. How to answer international questions clearly and win orders from abroad.
Live Chat or Contact Form for a Growing Online Shop
Should a growing online shop use live chat, a contact form or a website assistant? A practical comparison of cost, speed and what each is good for.
Product Comparison Questions Your Pages Never Answer
Shoppers stuck choosing between two of your products often buy neither. How to answer comparison questions instantly and help customers pick with confidence.
Running a One-Person Store Without Living in Your Inbox
A week in the life of a solo ecommerce owner before and after automating customer questions, and how to reply faster while spending fewer evenings on email.
Shipping Cost Surprises and the Carts They Abandon
Unexpected delivery costs and unclear shipping times drive abandoned carts. How to answer shipping questions before checkout and keep the sale.
Shoppers Who Ask Before Buying Are Your Best Customers
Presale questions come from shoppers who are close to buying. Here is why they matter more than traffic, and how a small store can answer every one.
Sizing Questions Are Killing Your Conversion Rate
Sizing uncertainty stops clothing shoppers at the last step and drives returns. How to answer fit questions in the moment and turn doubt into orders.
The Black Friday Inbox Problem and How to Plan for It
A step-by-step plan for online stores to handle the Black Friday surge in customer questions without losing sales or burning out the team.
What an Unanswered Product Question Costs a Small Store
A worked example of what slow replies cost a small online store, from lost first orders to lost repeat customers, and the cheapest ways to reply faster.
What Customers Ask Before Their First Order With You
First-time customers need trust before they buy. The questions new shoppers ask, why they hesitate over a first order, and how to answer them instantly.
Wholesale Enquiries Hiding in Your Retail Store Inbox
Wholesale and trade enquiries are some of an online store's most valuable leads, and they are easy to miss. How to spot, qualify and answer them fast.