Customer Communications

Here at BuyItLive, we recognize the importance of communicating with customers. As a one stop spot for E-commerce, we even take care of updating your shoppers through various communication channels. We send updates to your customers from your store so they can shop with you confidently.

Emails

Your customers will always receive an email when they place a new order. Doing so will also opt them in to receive notifications in the future.

In order for a customer to receive an email in any of the following cases, they must opt in to be contacted by your store and have a valid email address listed under their profile.

We automatically email your shoppers when:

• shipping an order
• refunding an order
• restocking a waitlisted item (this feature is not available for stores with Shopify checkout enabled)
• it’s their turn to buy an item they were in line for
• restoring an expired cart (this is a BuyItLive Professional feature)
• their cart expires
• posting a live sale

You can customize the email messages for order receipts and orders shipped under your store’s mail settings.

Custom Email Campaign

Under your store’s ‘Tools,’ you can select the ‘Email Campaign‘ button to send mass emails to your customers.

Simply choose to create a new campaign and select an audience before entering an email subject, URL (if any) and email body content. This can be helpful for promoting ShopText, Messenger, and group pre-registration.

Facebook Auto-replies

Sellers can choose between using Messenger or Comments as auto-replies. We list the differences between the two below.

Messenger

Facebook Messenger replies are available to all sellers. You can learn more about enabling this feature, as well as the exact messages sent, here.

In summary, messages are sent when a customer:

• successfully adds an item to their cart
• comments for a product without specifying a variant
• claims an item that is unavailable (currently claimed by other customers)
• claims an item that is out of stock
• comments a product code incorrectly
• has an in-line item added to their cart
• needs to check out before their cart expires
• places an order
• is able to pick up a fulfilled pickup order

Comments

Also available to all sellers, auto-replies to customer comments are used to let shoppers know when they:

• successfully add an item to their cart
• claim an item that is unavailable (currently claimed by other customers)
• claim an item that is out of stock
• need to preregister (for group sales)

We limit auto-replies within comments to three per customer for each of your sales. This ensures Facebook won’t place a temporary ban on your page – which could happen if it marks you as a spammer.

ShopText

ShopText is an optional add-on for as little as $10 a month. The benefit to using our texting add-on in addition to our default communication options is that customers can receive notices directly outside of Facebook, particularly when you go live or post a wall drop sale.

You can send custom text blasts to customers in addition to the messages we automatically send when:

• you go live or post a social sale
• customer carts are 10 minutes from expiring
• an in-line item becomes available

Customers can also send texts back to your ShopText number to receive links to your store, such as “Cart” to receive a link to their cart, “Shop” to receive a link to your sales, and more.

Checking the box to “Notify My Customers When I Go Live” that appears at the end of live sale setup will send a text to your opted in customers when you go live that includes a link to the live sale.

Got Questions?

Just as important as it is for you to communicate with your customers, we feel it’s important that we can communicate with you. Reach out to the team with any questions!