Etsy Insights: Crafting Customer Communication | Etsy Success

SabinaPrintCo · 2023-11-28T21:06:22.451000Z

My name is Sabina, and I’m an artist and illustrator. I sell art prints in my Etsy shop! After a few years on Etsy, I’ve discovered that how I communicate with my customers positively affects their experience and perception of my brand, leading to repeat business and lovely feedback. Here are my top 3 customer communication tips: Try to foster friendly connections while remaining professional. Running an Etsy shop is a business, so you must avoid getting too emotionally attached to reviews, customer feedback, or negative situations. I find it helpful to give the customer the benefit of the doubt and remember that things will happen and go wrong at one point or another, and how you handle and learn from these moments can turn a problem into an opportunity. I always aim to keep communication friendly, clear, and direct. And, if I find myself in a situation where I need to sacrifice some profit to make a customer happy or rectify an issue, I weigh the pros and cons, and decide what is best for the customer in the moment and my business in the long run. If it’s possible to go above and beyond for a customer, it can go a long way with them!One of the best things about buying and selling on Etsy is the connections you can make with your customers. Buyers usually know that they are supporting an individual and can be forgiving when unforeseen delays or life get in the way– especially if your messages are solution-oriented and demonstrate that you’re on the same team! Share timely shipping updates: I keep my customers informed at every stage of the shipping process by including tracking details and sharing any as-needed updates through Etsy Messages or my Shop announcement. Keeping customers in the loop can help set expectations, reduce uncertainties, and foster trust. Respond to questions promptly: I prioritize responding to customer inquiries as soon as possible. Quick response times show how attentive and approachable communication can help convert browsers into buyers. If you can't always attend to your messages, consider using auto-replies outside of business hours and let shoppers know when they can expect to hear back from you. I hope these tips help you connect with your customers. What type of communication matters most to your customers? I’d love to know what has worked well for you. Please share your tips in the comments!

spiCustomDesign

·2 years ago

Thank you. That was motivating.

WanderingTulips

·2 years ago

So helpful!! Thank you for sharing!

Liliemeava

·2 years ago

Thankyou for the inspiration and great support part of being Etsy.

leminhconfesvn

·2 years ago

A useful article. Thanks for sharing.

Etxilore

·2 years ago

Thankyou , very good advises !!! thankyou for sharing.

Handor

·2 years ago

Hi Sabina

Thank you

Moteverse

·2 years ago

That was a good little story to learn from, thank you!

NotionByMissChris

·2 years ago

Thanks for sharing your experience Sabina.

TheRealPatchPros

·2 years ago

Extremely good information! Thanks so much for sharing!

Dogdohr

·2 years ago

I try to reply as fast as I can to inquiries about my products, always seems to end in a sale. Good tips!

BCCSelection

·2 years ago

Hey Sabina. Thank you so much for these great tips! I would be delighted if you would take a look at my shop! Best regards from Berlin. Sebastian

MasterCraftCoo

·2 years ago

nice

WandsgArt

·2 years ago

Thank You Sabina

Sandbanksjewellery

·2 years ago

Jewellery Designer & Maker

Brilliant tips. Thanks for sharing. Customer service is definitely a priority

LightitPUGoods

·2 years ago

Thank you for advice

LionMillion

·2 years ago

Thank You for these tips! I'm newbie

CallMeBoutique

·2 years ago

Hi Sabina, Thank You for these tips. I love the way you are

RibbonVintageShop

·2 years ago

that was a good little story to learn from. I love it!

DrunkCraft

·2 years ago

Hello Sabina! Thanks for information

with very warm wishes!

Aslan

CindyJewelsShop

·2 years ago

Thank you for sharing your experience.

MixDecorStore

·2 years ago

Thank you so much for the information

MixDecorStore

·2 years ago

Thank you so much for the information

RibbonVintageShop

·2 years ago

I agree

HMongLLC

·2 years ago

You know why I had to contact you via Twitter because your feedback system is so weak and lacking in transparency. My business Etsy HMongLLC account did not violate the policy but was still closed for no reason. I need to be fair, I affirm that I always keep my Etsy account clean, and I always comply with federal laws. I need to treat business households in the USA fairly

IamGodsDNA

·2 years ago

Thank you for the valuable advice! As a new Etsy seller, I'm eager to learn and appreciate the guidance. Looking forward to applying these insights to enhance the customer experience in my shop.

FashionEnclave

·2 years ago

Thank you so much for the information.

TreasuresofmoroGifts

·2 years ago

thank you for sharing your experience.

Moldcode

·2 years ago

good

Woodthuya1999

·2 years ago

Thank you so much

TheTemplateLabStore

·2 years ago

Hi there Sabina, Thank You for sharing these tips !

theadastrajewelry

·2 years ago

I totally agree to this, maintaining open communication with clients by providing regular updates and sharing detailed information fosters trust, ultimately contributing to a positive client experience and increasing the likelihood of repeat business.

correctdesign

·2 years ago

Thank you for your advice, Etsy customers are very lucky and we work hard to give them the best.

Lashaundraughns

·2 years ago

Thank you for your sharing

StarAuthenticRug

·2 years ago

https://rughomee.etsy.com/listing/1611615728

RushMugsMoreShop

·2 years ago

Thank you so much, I'm strugging at this time about coming up with a banner or what should the banner be I don't know at this point. I'm learning alot and more.

ArzuKochDesigns

·2 years ago

I am simply in love with your art! Such a talent! Thank you for the very useful information.

RushMugsMoreShop

·2 years ago

mean information thanks

RushMugsMoreShop

·2 years ago

Thank you for sharing the informaton

asweetgift

·2 years ago

Thank you for these tips. Customer service is very important in our line of service. I also send them discount coupons after their purchase so they can use it in the next purchase.

FreshArtbyMjgunning

·2 years ago

I will take your advise, as soon as I get a sale. Question? I’m getting many views, but a sale I’m not. Do you think having my sale history from 2010 is preventing sales? How do I remove that info???

AVBCOLLECTION

·2 years ago

Çok güzel bilgiler, teşekkürler Sabina

OushakArt

·2 years ago

Thank you for these tips, Sabina. I will implement your suggestions in my store. Unconditional customer satisfaction should be one of the first goals of a salesperson.

azaogludeluxe

·2 years ago

Hey I have a question for you?

ReyhanSilverRing

·2 years ago

thank you Sabina

AuthenticTee

·2 years ago

Thank you for sharing these tips. I always ship quickly too and the reviews are really good.

Goshirtly

·2 years ago

Thanks for sharing this. I also tried to inform my customer about the preparation process of the order and its movements until it was shipped. I got really positive reactions.

ElmiscryDesign

·2 years ago

Merhaba, Tüm bu ipuçları için teşekkürler.

PrettyPaperCottage

·2 years ago

Thank you for sharing these tips. I always ship quickly and go the extra mile for my customers.

MaxineBallardArt

·2 years ago

Hi Sabina, I have just opened a new shop on Etsy 'MaxStudioArtStore' which I still have a lot of work to do on! I read with great interest your 'Crafting Customer Communications' from Etsy Insights.

I will certainly be taking a lot of your advice. However, since first launching only a month ago, I have been hounded by scammers!. Initially they almost got £500 because I mistook them for Etsy, but I have had others since then, who message on Etsy, asking me to contact them on Instagram, and email, so that they can ask me, send me ..........something! At this stage I have replied to them just saying politely that 'unfortunately I am not on Instagram, but happy to help. so please ask me any questions on Etsy Messages'.

I see that you include your Instagram contact details, which is something that I had wanted to do? But I am now very nervous to do this, as I don't then know how to keep any questions safe from Scammers? As they will then be able to contact me on Instagram as well?

Can you please tell me how you manage this? and any advice you (or others) may have? about staying safe from scammers?

I am about to be adding a size chart, as I thinks this may really help (yours looks great) and I need more images of my work showing it in Frame mock ups. Plus I really like the nice personal page about yourself that you include on each item. So, lots still to do ha.

I appreciate any help that you or others may be able to offer on this scammer problem, and would like to say 'a big thank' you for your tips on Etsy Insights.

Kind regards

Maxine Ballard (MaxStudioArtStore)

MaxineBallardArt

·2 years ago

Hi Sabina, I have just opened a new shop on Etsy 'MaxStudioArtStore' which I still have a lot of work to do on! I read with great interest your 'Crafting Customer Communications' from Etsy Insights.

I will certainly be taking a lot of your advice. However, since first launching only a month ago, I have been hounded by scammers!. Initially they almost got £500 because I mistook them for Etsy, but I have had others since then, who message on Etsy, asking me to contact them on Instagram, and email, so that they can ask me, send me ..........something! At this stage I have replied to them just saying politely that 'unfortunately I am not on Instagram, but happy to help. so please ask me any questions on Etsy Messages'.

I see that you include your Instagram contact details, which is something that I had wanted to do? But I am now very nervous to do this, as I don't then know how to keep any questions safe from Scammers? As they will then be able to contact me on Instagram as well?

Can you please tell me how you manage this? and any advice you (or others) may have? about staying safe from scammers?

I am about to be adding a size chart, as I thinks this may really help (yours looks great) and I need more images of my work showing it in Frame mock ups. Plus I really like the nice personal page about yourself that you include on each item. So, lots still to do ha.

I appreciate any help that you or others may be able to offer on this scammer problem, and would like to say 'a big thank' you for your tips on Etsy Insights.

Kind regards

Maxine Ballard (MaxStudioArtStore)

MynaCollectionShop

·2 years ago

Bonsoir,

Je viens de lire votre poste et malheureusement, les messages frauduleux sont très nombreux. J'en ai eu énormément depuis l'année dernière.

Sachez qu'ils utilisent tout les stratagèmes pour vous avoir y compris envoyer des messages avec le logo d'Etsy ou vous font croire qu'ils sont entrain de passer commande et que ça bloque et vous demande des informations supplémentaires...

Etsy à ajouter récemment dans la rubrique MESSAGE une sous rubrique qui s'appelle "DE LA PART D'ETSY", ne répondez qu'aux message qui arrivent dans cette rubrique.

Quand des messages qui paraissent frauduleux arrivent dans la boite de réception, transférez-les dans les spam et ne communiquer avec de potentiel acheteurs que via la plateforme ETSY.

Pour ma part, cela fait un mois que les messages frauduleux n'arrivent plus et j'espère que cela va continuer.

Bon courage et bonnes ventes.

PrestigeBrass

·2 years ago

Thanks For your Guidance

ProHealhtyLife

·2 years ago

Sabrina, thank you for sharing your thoughts on this topic.

NaturallyBronzedArt

·2 years ago

Thanks for the info!

correctdesign

·2 years ago

thank you

MasterpieceManiArt

·2 years ago

Amazing. Thx Sabina

StuffnDealComics

·2 years ago

How do you guys deal with unfair reviews? For example one stars with no reason stated or when they say it was great yet give 3-4 stars? Or worse they leave a bad review. You’ve done everything In your capacity to make it right and they don’t seem to want a solution. I find it very confusing why anyone would be more committed to leaving a bad review than they would to being satisfied with their order

SohoShoesTR

·2 years ago

thanks

RetroGiftsStore

·2 years ago

Thanks For your information

WorldPrints4You

·2 years ago

geat thanks!

correctdesign

·2 years ago

Thank you for this important and valuable information.

tgxeclte

·2 years ago

Thank you so much for your tips, very useful

FshnblDesigns.

ESYAWOODWORK

·2 years ago

Great information. Thanks !!!

Woodthuya1999

·2 years ago

Thank you so much

DonkDigital

·2 years ago

Thank you!

PrairieCrocusCrafts

·2 years ago

I think it is important to have open communication with my buyers or customers. Minutes after I hear the Cha-Ching I thank them for their order that they placed through my Etsy Shop. I state what the item is they purchased and comment on perhaps the beautiful color they chose or why they would love the item. I then let them know when I will put their purchase in the mail. Over half of my buyers will comment back to me with a "thank you". They may also tell me why or for whom they are buying the item. I consider my shop as a "gift shop" where one can purchase handmade items for various occasions.

I have been on Etsy for 2 years and am now getting some traction but I am also preservering. It takes a long time and a lot of work, I crochet all my lovely detailed items myself as I sit on my sofa. I love what I do and do what I love!!!

Please take a look at my handmade lovely items in my shop. I want to put a smile on your face. Thank you.

PopularColoringArt

·2 years ago

Hi Sabina,

I want to express my heartfelt gratitude for sharing your valuable insights on customer communication. As a fellow Etsy seller, your tips resonate deeply, and I appreciate the wisdom you've generously shared.

Your emphasis on fostering friendly connections while maintaining professionalism is truly invaluable. Striking the right balance between empathy and business acumen is an art, and your experience shines through in your approach.

I wholeheartedly agree that going above and beyond for customers can create lasting impressions and contribute to the growth of our businesses. Your perspective on turning challenges into opportunities is a mindset I'll strive to adopt.

The emphasis on timely shipping updates and prompt responses to inquiries highlights the significance of transparent and attentive communication. I'll definitely implement these practices to enhance the customer experience in my shop.

Thank you again for your thoughtful tips and the inspiration to build meaningful connections with customers. Wishing you continued success in your artistic journey on Etsy!

bcdmirror

·2 years ago

thanks for the information

MaraBellaPaperArt

·2 years ago

Thank you for the tips and for sharing your experience as a seller.

EtchedinTimeLLC

·2 years ago

#2 is something that etsy overdoes already, so I wouldn't add any extra emails about shipping.

ChicMomWardrobe

·2 years ago

thank you for these tips!!

GalacticaTrend

·2 years ago

thank you very usefull

SamskaraUnderwear

·2 years ago

These are great tips to help connect with customers. I use and practice this model daily. It is so awesome to surrounded by amazing and likeminded business professionals. Thank you, Sabina!

MynaCollectionShop

·2 years ago

Merci beaucoup d'avoir partagé votre expérience. C'est très enrichissant pour toute la communauté.

https://mynacollectionshop.etsy.com

Crocusesandhips

·2 years ago

Very helpful. How do I link to people here who are crestive people?

BansalCarpets

·2 years ago

Thank you for sharing nice information

TriangleGreen

·2 years ago

Thank you for the nice tips.

FashionKukstudio

·2 years ago

Very useful tips, thanks for sharing!

AimeeJewelsShop

·2 years ago

Thank you for sharing your experience.

PixelPaletteTresors

·2 years ago

HI SABINA, Thank you for sharing this!

KittenChicDesign

·2 years ago

Thank you for the guidelines

Kingantiqueworld

·2 years ago

Hi Sabina Fenn, thank you for sharing your experience. I will work to achieve it

AdrialinaEcoCandles

·2 years ago

Hi Sabrina, thank you for information !!!

OneEyeCatStudio

·2 years ago

Thank you so much for the information.

Boxingstarz

·2 years ago

Thanks for the tip!

UcyClothingDesign

·2 years ago

Great info. Thank you so much.

AWFPANSTORE

·2 years ago

Thank you very much for sharing your experience with us.

ThePrimitiveRose

·2 years ago

Great info. Thanks.

GalacticaTrend

·2 years ago

hello sabina usefull thank you

NarsilDesign

·2 years ago

Hi Sabina, Thank You

NataBurgos

·2 years ago

Great input there! I find that it is important to keep it polite, professional and solution oriented, as you mentioned. Over the years I've had wonderful customers, but every now and then stuff happens and having a set of answers definitely helps a lot. When I get cross with a customer (this hardly happens, but during the pandemic I did have a pair of very rude ones) I wrote back answers the next day, so this gave me time to reply the message professionaly, including complete info and giving time for things to calm down.

I have also found some examples for well crafted answers here on the forums.

I also find this article very useful on certain tricky situations: https://www.helpscout.com/customer-service-examples/

NataBurgos

·2 years ago

Great input there! I find that it is important to keep it polite, professional and solution oriented, as you mentioned. Over the years I've had wonderful customers, but every now and then stuff happens and having a set of answers definitely helps a lot. When I get cross with a customer (this hardly happens, but during the pandemic I did have a pair of very rude ones) I wrote back answers the next day, so this gave me time to reply the message professionaly, including complete info and giving time for things to calm down.

I have also found some examples for well crafted answers here on the forums.

I also find this article very useful on certain tricky situations: https://www.helpscout.com/customer-service-examples/

MynaCollectionShop

·2 years ago

@NataBurgos, merci beaucoup pour le lien

NuriartDeko

·2 years ago

Thank you very much for the information, I contact the customer immediately after the purchase to inform that I am going to wrap everything very carefully and send as soon as possible, when I see that the item has arrived, I contact again to ask if everything has arrived safely . I like to contact my clients so that the relationship between buyer and seller is more personal.

GemstonesMARKET

·2 years ago

hi Sabina

thanks a lot for telling us such a thing, I would like to ask you how can I stand out as a gemstone seller, I have been working on it for many days as well as I have optimized everything well but still there are no views and visits so because of that I'm very sad, so tell me some tips.

GemstonesMARKET

·2 years ago

hi Sabina

thanks a lot for telling us such a thing, I would like to ask you how can I stand out as a gemstone seller, I have been working on it for many days as well as I have optimized everything well but still there are no views and visits so because of that I'm very sad, so tell me some tips.

SabinaPrintCo

OP2 years ago

Selling on Etsy is a journey, like running a marathon, not a sprint! It takes time to establish yourself as a seller on Etsy, and it's worth it! Just keep going. Use other platforms to drive traffic to your shop and work on slowly building it

MynaCollectionShop

·2 years ago

@GemstonesMARKET , j'ai jeté un oeil à votre boutique et j'ai trouvé l'aspect et l'histoire de votre boutique très beau. Vos photos sont également très belles.

Par contre, vous oubliez d'utiliser les 10 photos demandées et sur vos fiches produits il manque les descriptions. Ces critères sont très importants car cela peut mettre vos produits en avant et votre boutique en avant.

AnatoliaNovel

·2 years ago

Thanks for sharing...

MZBeadsAndJewellery

·2 years ago

Thanks For your Guidance