Communicating with your customers

It's essential for your customers to feel that they have an effective line of communication with you. For some websites, the Contact us information is enough, but you can customize your store in a variety of ways if you want to provide a richer experience and forge a stronger relationship with your customer base.

Accounts and newsletters

Accounts are a great way to establish a relationship with your customers, and you can make them optional or mandatory depending on your store strategy. You can use newsletters to easily keep them updated about special events and other store news.

Getting information

Depending on the products or services you sell, you might need to ask customers for additional information when they place an item in the cart or confirm an order. You might also want to routinely ask visitors a direct question, such as "How did you hear about us?". These customizations make it easier for you to get information from visitors to your store.

Providing contact points

Sometimes, a customer might want to get in touch to ask you a quick question, or to express interest in one of your products. Perhaps they'll need to send you additional information about an order they've placed, such as instructions for engraving. You might also want to replace your Add to cart button with a contact link.

Getting help

Before customizing your theme, make sure that you understand what level of support is available.

Supported customizations

If you use a free theme from Shopify, we can help if you have trouble with supported customizations. Supported customizations include all tutorials in the Shopify Help Center that do not have the warning message shown in the Unsupported customizations section below. You can chat, email, or call us any time.

Unsupported customizations

Unsupported customizations are outside the scope of our support service. This means that we’re not able to help you if you run into problems. All unsupported customizations include the following warning message:

If you are having trouble with an unsupported customization, then consider hiring a Shopify Expert. There’s also a growing community on our forums. You’ll often find friendly and helpful advice there.

If you do not use a free theme from Shopify, then customizations for your theme are not supported by Shopify. To find out what kind of support is available for your theme, go to your Themes page, and click Customize theme. Next, click the ... button beside your theme name in the top-left corner of the theme editor. Select Support:

Theme support

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