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. 86 practical articles on fixing them for ecommerce stores.
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Ecommerce Chat That Knows When to Hand Over to You
A store assistant should know which conversations to hand to a person. Why handover matters for complaints and complex orders, and how to set it up well.
How to Capture Out of Stock Demand Before It Leaves
A step-by-step playbook for online stores to capture demand for sold-out products, notify shoppers when stock returns, and turn lost sales into later orders.
Local Pickup and Click and Collect Questions Answered
Click and collect creates questions about timing, ID and collection points. How stores can answer them instantly and avoid failed pickups.
Tracking Which Questions Stop People Buying
A checklist for online stores to track which customer questions come right before abandoned purchases, and fix the pages behind them.
Bundles and Upsells Explained by a Store Assistant
How online stores can suggest bundles and add-ons helpfully through a website assistant, with example conversations that raise order value without being pushy.
Choosing a Website Assistant for an Online Store
A buyer's guide for online stores choosing a website assistant: what it should do, how pricing models compare, and how to test it on your own products.
Cutting Pre-Sale Hesitation for High-Ticket Products
Expensive products attract more questions and longer decisions. How online stores selling high-ticket items can answer pre-sale doubts and close more orders.
Delivery Date Anxiety and How to Answer It Before Checkout
Shoppers worried about when an order will arrive often hesitate at checkout. How to answer delivery time questions clearly and turn anxiety into orders.
Ecommerce Customer Service Mistakes That Cost Repeat Orders
The customer service mistakes that stop online shoppers coming back, from slow replies to unclear returns, and simple fixes that protect repeat orders.
Handling Custom Order Requests Without Losing Them
Custom and personalised order requests are high-value but easy to lose in a busy inbox. A playbook for capturing every detail and replying fast.
How Fast Should an Online Store Reply to a Question
How quickly should an online store reply to customer questions? Myths and realities about ecommerce response times, and where speed actually matters.
Payment Method Questions That Block the Final Click
Shoppers stop at checkout when they are unsure about payment options, security or instalments. How to answer payment questions before the final click.
Pre-Order Pages and the Questions They Create
Pre-orders bring early revenue and a stream of questions about dates, charges and changes. How to answer them clearly and keep buyers confident.
Replying in the Shopper's Language Without Hiring
Online stores selling abroad get questions in many languages. How to answer shoppers in their own language without hiring multilingual staff.
Scripts for the Ten Questions Every Online Store Gets
Ready-to-adapt answers for the ten questions every online store receives, from delivery and returns to sizing and stock, written to be clear and quick.
Subscription Questions That Lead to Cancellations
Subscribers who cannot easily pause or change a subscription often cancel instead. How to answer subscription questions quickly and keep subscribers.
The Product Page Questions That Mean You Are Missing Content
A checklist for spotting what your product pages are missing from the questions shoppers ask, and fixing the gaps so the same questions stop coming.
Turning Browsers Into Email Subscribers With a Question
A playbook for online stores to capture visitor emails by being helpful, not pushy: answer a question, then offer something useful in return.
Warranty Claims and Faulty Item Questions Done Properly
A step-by-step playbook for online stores to handle warranty claims and faulty item reports, capturing the right details first time and keeping customers.
What Happens When a Store Assistant Does Not Know
Myths and realities about what a website assistant does when it cannot answer a shopper's question, and why a good "I don't know" protects sales.
Why Your FAQ Page Is Not Reducing Your Emails
Many online stores have an FAQ page and still get the same emails. Myths and realities about why FAQ pages fail, and what actually reduces repeat questions.
A 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.