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Customers expect a smooth, personal experience at every step. This guide shows how to build one with Fluid, from support to content, and how to measure it.

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Build your foundation

Like a well-designed building, a great customer experience needs solid foundations, thoughtful design and regular maintenance.

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Make support easy to reach

Support is where customer relationships are won or lost. A well-run support setup turns problems into chances to build loyalty. Add a chat button to your store in the admin, under Settings › Floating Action Buttons. The button opens a short form, so:
  • Write a welcoming form title and description.
  • Set the button text and the message people see after they send.
  • Match the button’s colors to your brand.
Then answer quickly. Reps can also be reminded about unanswered messages: if your company turns on the Unresolved WebChat catchup in Catchups, reps get a reminder in the mobile app about web chat messages to them that are still waiting for a reply.

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Make a great first impression

Pop-ups and banners can guide visitors toward meaningful engagement without getting in their way. They should feel like a warm, well-timed handshake. Craft your message:
  • Write headlines that speak to what visitors need.
  • Time them so they feel natural.
  • Test and refine your approach.
Use them for:
  • Time-sensitive promotions
  • Category highlights
  • Trust signals
  • Personal recommendations

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Personalization that converts

One size fits nobody. Great customer experience comes from understanding each person and responding to what they need.

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Know your contacts

Every interaction is an opportunity. In the admin’s Contacts screen, each contact has a status, such as New or Cold, and a rep. Use them to send the right message at the right time:
  • New: fresh leads, ready for a first message
  • Cold: contacts who need re-engaging. See Warming up cold leads.
Assign each contact to the rep best placed to help, and keep the assignment up to date.

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Mobile first: meet customers where they are

Mobile is now the main channel for many customers. Your app should feel like a personal concierge, not a scaled-down website. Set up your company’s app in the admin’s Mobile App screens. Make sure it has:
  • Product catalogs with an easy checkout
  • One-tap access to common tasks
  • Events, training and team updates
  • Offers and recommendations that fit each person

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Content that captivates

Content is the currency of digital engagement. Manage your images, videos and documents in the admin’s Media screen.

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Look great on every screen

Use sharp images, and check how each one looks wherever it appears, on large screens and on phones.

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Build pages that convert

Build pages that guide visitors naturally toward action, in the admin’s Pages screen. High-converting pages have:
  1. Compelling headlines
  2. A clear value proposition
  3. Well-placed calls to action
  4. Social proof that builds trust
  5. A layout that works on phones

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Extend your reach on social media

  • Encourage reps to share their MySite and playlists.
  • Share transformation stories.
  • Celebrate customer successes.
  • Build community through engagement.

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Measure what matters

The admin’s Home dashboard shows revenue, orders by type, sales channels, subscriptions and live visitors. Measure the rest with the tools you already use. A useful rhythm: In real time:
  • Website traffic
  • Completed checkouts
  • Support response times
Weekly:
  • Conversion rates
  • Return visits
  • Satisfaction scores
Monthly:
  • Customer lifetime value
  • Cost to acquire a customer
  • Brand loyalty
Quarterly:
  • Process reviews
  • Business reviews
  • Strategy alignment

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Your roadmap

Great customer experience comes from steady, step-by-step work. Foundation:
  • Set up your core systems.
  • Configure the basic tools.
  • Record your starting metrics.
Growth:
  • Add engagement tools.
  • Smooth out the paths customers take.
  • Start personalizing.
Excellence:
  • Refine based on data.
  • Scale what works.
  • Keep innovating.

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Best practices

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Put customers first

  • Set up clear notifications.
  • Follow up automatically where you can.
  • Offer more than one way to get support.
  • Track customer interactions.
  • Monitor engagement.

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Keep your technology current

  • Keep admin access up to date.
  • Keep your payment gateways current.
  • Watch how your systems perform.
  • Review your security settings.
Every improvement in customer experience affects your bottom line. Start with high-impact, low-effort changes, and build from there.
Track these measures of success:
  • Customer satisfaction
  • Net Promoter Score (NPS)
  • How many carts become orders
  • How many customers come back to buy again

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Frequently asked questions

Set up chatIn the admin, under Settings › Floating Action Buttons, turn on the chat button and fill in its form: Form Title, Form Description, Button Text and Success Text. Keep the form short, set clear expectations for when you’ll reply, and match the button to your brand colors.Plan support levelsCover after-hours requestsAlways offer a clear path to a person, even in automated replies. See Make support easy to reach.

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Get help

Email Fluid support at help@fluid.app. The Getting help page lists what to include in your request.