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Just like other marketplaces, Etsy allows sellers and buyers to connect to each other through messages. However, you should think about how to answer your customers properly during a conversation.
Although there are similarities among eCommerce platforms, there are also differences in how to have some effective Etsy conversations.
What are Etsy conversations?
Etsy conversations or convos is Etsy’s messaging system used to communicate between Etsy members. There are rules about how to use this feature, but you may feel unclear if you’re new to Etsy.
How to access Etsy conversations?
This is how you access Etsy conversations on the desktop:
- Step 1: Go to Etsy.com and sign in to your Etsy account.
- Step 2: Go to the Shop manager > Conversations.
Here, your Conversations page appears, and all of your conversations are listed on this page.
Etsy also has a feature that allows you to get a message through convo when you receive a notification on your phone. To make sure you don’t miss a message, you should follow these steps:
- Step 1: Go to the Shop manager > Conversations.
- Step 2: In the top-right corner, click Settings.
- Step 3: Now, the Emails tab opens. In the Email tabs, go to General Notifications > Click Someone Sends Me a Convo.
- Step 4: Click Save.
5 tips for effective Etsy conversations
Sometimes, your Etsy store will receive questions from your customers. They often have additional questions about your products. So how do you answer your customers properly?
The way you answer the questions plays an important role in the success of your Etsy store. As a result, it’s important to give a good answer. Here’s what you should do.
Answer within 24 Hours
Customers always want to receive answers from your store as soon as possible. If they have to wait for days to hear back about something they want to buy, they will buy it at other stores instead. Therefore, you should respond within 24 hours, or some potential customers could give up on the item.
On top of that, you have to make sure your answers are well-balanced. Keep things as simple as possible because too much information could confuse them and make them decide not to buy. Instead, you should try to share only helpful information.
Use the proper tone
The second tip for Etsy conversations is that you should speak in the right tone while communicating with your customers.
There are two things you should take notice of if you want to use the proper tone:
- First, you should consider how your voice may sound since you don’t want to seem like a business person.
- Second, you also don’t want your replies to seem like a scripted answers that you’ve typed into Etsy’s messaging platform.
In addition, your customers want to feel as if they are talking to a real person, not a computer. In order to get that personal touch, you should make sure to convey the message with the proper tone.
Be specific and clear
Although it’s important to keep a friendly and personal tone, you should also be specific and clear in your answer. In particular, you should make sure your answer is easy to understand and relevant to your customers’ questions. Next, you should focus on the usefulness of your answer instead of its length.
Additionally, you should avoid typing all of the information in a single paragraph. Instead, it is better to space things out to make your message easy to read. Thus, your customers will be happy with your assistance and may make a purchase.
Remember the details
Another tip for Etsy conversations is to cover all of the information in your customer’s order.
Imagine you’ve been talking to a customer who wants to make some changes to your products, and you miss this information. Chances are you will deliver the wrong order to your customer. If this ever happens, your customers may feel disappointed, want a refund, or never return to your store.
If you want to avoid that situation, you will have to focus and take note of the details. Also, you have to fulfill what you’ve said as your customers will definitely be expecting whatever you promised.
Always say “Thank you”
Every time a customer buys something from your Etsy store, you will get a notification via email. You can choose to ignore it, but if you answer the emails sincerely, you will gain more success in your business.
You have a few ways to respond to your customers. First, you can send an email to your customers to confirm that you’ve received the payment and tell them when they can expect the items to arrive. Second, saying phrases like “Thank you” can make a good impression on your customers and increase the chances they’ll return.
This blog has explained what Etsy conversations are and how to access them. Moreover, the top 5 tips above can really help you have effective conversations with your customers.
Once you fully understand the essentials of how to communicate with your customers properly, you’re ready to promote your store to success.
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