WEBVTT 00:00.080 --> 00:06.170 So welcome to a brand new section where it's now time to start talking about great customer service. 00:06.170 --> 00:10.730 The third and absolutely key point in building a trustworthy store. 00:10.730 --> 00:12.350 So how do we do this? 00:12.350 --> 00:16.580 Well, in this section I'm going to be showing you some fantastic methods, but we're going to start 00:16.580 --> 00:22.910 off with something nice and simple, which is going to involve us improving our contact us page, because 00:22.910 --> 00:28.010 of course, very often this is the most common way that our customers will want to get in contact with 00:28.010 --> 00:28.460 us. 00:28.460 --> 00:32.180 And so let's start by heading over to the Contact Us page itself. 00:32.740 --> 00:38.500 Where I'm sure you remember the title and the text that we set up in the Contact Us lecture towards 00:38.500 --> 00:39.940 the beginning of the course. 00:39.940 --> 00:43.870 Now, when we created this text at the time, it was the perfect start. 00:43.870 --> 00:48.670 But now things have progressed and in my case, for example, I'm now focusing on a dog store. 00:48.670 --> 00:54.970 And so ideally I'd want to spend a bit of time rewriting this to focus the words more on the dog niche. 00:54.970 --> 01:00.160 But just in the interest of time, all I am going to do is to change this part here where it says a 01:00.160 --> 01:05.140 fantastic selection of products to a fantastic selection of dog products. 01:05.140 --> 01:09.340 So forgive me for only making a small change, but I'm sure you get the idea. 01:09.370 --> 01:13.900 Now I'm going to do that in a moment, but before I do, I want to talk about the next thing on the 01:13.900 --> 01:16.480 contact us form, which is this email. 01:16.480 --> 01:20.380 Now, of course, this was the email that I used when I first signed up for Shopify. 01:20.380 --> 01:25.150 And at the very least, it should now be reading info at best Bark bargains.com. 01:25.150 --> 01:30.940 But in fact, the best solution is to not have an email address here at all and to replace it with a 01:30.940 --> 01:32.500 contact us form. 01:32.500 --> 01:33.610 So why is that? 01:33.610 --> 01:37.420 Well, it just makes it easier for our customers to contact us. 01:37.420 --> 01:42.250 If I leave it as an email like this, which again was absolutely fine in the beginning, it means that 01:42.250 --> 01:48.280 somebody basically got to copy paste my email into their email software and send me a message. 01:48.280 --> 01:51.640 In other words, a number of steps which can be a little bit annoying. 01:51.640 --> 01:57.490 But by having a simple contact us form, all they've got to do is to fill it in and click on send. 01:57.490 --> 01:59.950 So let's go ahead and set that up. 01:59.950 --> 02:06.760 And so going back to admin where you can see I'm already on online store and pages opening up the contact 02:06.760 --> 02:07.480 us page. 02:07.480 --> 02:11.380 The first thing I'll do is to simply insert the word dog here. 02:11.380 --> 02:14.350 So it reads a fantastic selection of dog products. 02:14.350 --> 02:20.770 And then because we don't need the email address, I'm going to remove it and then extend this sentence 02:20.770 --> 02:21.250 to read. 02:21.250 --> 02:24.280 Please don't hesitate to contact me on the form below. 02:24.280 --> 02:26.140 So let's do that. 02:26.140 --> 02:32.650 I'll put in a full stop rather than a colon, and then I will save the page and then we want to add 02:32.650 --> 02:34.330 in the contact us form. 02:34.330 --> 02:39.820 And this is really easy because up to this point when I've been talking about the theme template, I've 02:39.820 --> 02:44.920 been saying that the default page is fine and it has been fine, but now we can make use of the other 02:44.920 --> 02:47.140 option, which is this contact. 02:47.140 --> 02:53.530 And when I select contact, although you don't see any visible changes here in admin, if I now save 02:53.530 --> 02:58.240 this, go back to the contact us page on the site and refresh. 02:58.240 --> 03:01.780 You can see that it's actually added in a contact us form. 03:01.780 --> 03:04.810 So at this point you might be thinking, well where did that come from? 03:04.810 --> 03:05.890 Well, let me show you. 03:05.920 --> 03:10.300 Going back to admin and over to themes, I'll click on customize. 03:10.300 --> 03:13.390 And then at the top here where we've been working on the home page. 03:13.390 --> 03:21.820 If I open this up now and go to pages and then contact, here is the contact Us page with the contact 03:21.820 --> 03:22.720 form added. 03:22.720 --> 03:26.410 And you can see the contact form element over here under the template. 03:26.410 --> 03:30.520 And of course using the theme editor I could very easily edit this page. 03:31.030 --> 03:33.190 And so now let's go ahead and test this. 03:33.190 --> 03:40.090 So going back to the site to the contact Us page I shall put in my name and then my email and then the 03:40.090 --> 03:45.130 comment I'll just put just testing and click on send. 03:45.250 --> 03:46.990 It comes up with this nice message. 03:46.990 --> 03:48.250 Thanks for contacting us. 03:48.250 --> 03:50.350 We'll get back to you as soon as possible. 03:50.350 --> 03:54.280 And then probably you're now thinking, well where did that message go? 03:54.280 --> 04:00.250 Well, it went to the sender email that we set up under the notifications, a few lectures back. 04:00.250 --> 04:04.570 And just in case you've forgotten where that is, or maybe you haven't set it up yet, let me remind 04:04.570 --> 04:04.870 you. 04:04.870 --> 04:10.360 So going back to admin, we'll come out of the theme editor, go down to settings. 04:10.890 --> 04:13.950 And scroll down to notifications. 04:13.950 --> 04:16.530 And it's this email address that I'm talking about. 04:16.530 --> 04:19.110 That is where the message is going to go. 04:19.110 --> 04:22.620 And so to retrieve it, all I need to do is to go over to my email. 04:22.620 --> 04:28.890 So going over to my webmail you can see that I'm already logged in under info at BestBuy bargains.com. 04:28.890 --> 04:31.770 And you've probably also noticed that there's a new message. 04:31.770 --> 04:37.050 And if I click on it, here is the message coming from the email that I put in and of course the comment 04:37.050 --> 04:41.670 that I added and then to reply to my customer, all I need to do is to click on reply. 04:41.670 --> 04:47.520 And you can now see that I'm in communication with Tim at E-commerce mindset.com, meaning that my contact 04:47.520 --> 04:50.040 us form is now completely set up. 04:50.040 --> 04:55.380 Now, I appreciate that that's only really a small improvement in customer service, but it is nevertheless 04:55.380 --> 04:56.430 an important one. 04:56.430 --> 05:01.920 However, we can definitely do a lot better than that and we're going to be looking at that in the next 05:01.920 --> 05:02.700 lecture.