Community Manager
Community Manager

Conversations is now Messages, plus new features to make communicating with customers easier

When it comes to building trust with buyers, a personal touch can have a big impact. Whether it’s a handwritten note enclosed with an order or it’s a professional, personalized, and prompt reply to a question, these interactions can help create a positive experience for shoppers and influence their decision to write a positive review and come back to purchase again. 

When buyers are considering a purchase, they tend to make that decision quickly. In our research, we found that most buyers on Etsy make their purchase decision within 24 hours of sending a message to a seller. When they received a prompt response, buyers were more likely to complete a purchase. Conversion rates were highest when buyers received replies from sellers within two hours. 

To help make it easier to respond to buyers, starting today, Tuesday, October 15, we’re introducing Messages. It’s essentially our Convos tool, but with a new look that’s easier to navigate and easier to read—and new tools designed to help you quickly compose personalized responses that could lead to more sales and more loyal customers for you. 

We’re introducing saved replies (formerly known as snippets), which allow you to respond quickly to common questions from buyers with pre-written answers that you can personalize for each customer. Not only can this save you time, but it can reduce your response time, which could result in more sales for you. 

In your Messages inbox, click Saved replies to create or edit a pre-written response. To help get you started, we’ve already composed a few saved replies for you on some of the most common categories of questions that buyers ask sellers. You may edit or personalize these templates to suit your shop’s needs. You can create and store up to 250 saved replies and create up to 50 categories to organize them.

Then, when you’re composing a message to a buyer, you can click on the Saved replies button to add the pre-written text to your message that you can personalize before sending. And for added convenience, in the coming weeks we’ll automatically suggest some of your most frequently used saved replies, which you may add to your message with a simple click. 

Many sellers use coupons to encourage repeat business. That’s why we’ve made it easier for you to include a coupon in your buyer responses with just one click. While composing a message, simply click Coupons below the message to select one of your active coupons and add it to your reply. 

Looking for a bit more info? Join us for a live walk through on the Etsy Success Facebook on Thursday November 7 at 2 p.m. ET. 

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