CONTENT STRATEGY FOR META’S COMMERCE PRODUCTS AND SERVICES

INSTAGRAM AND FACEBOOK SHOPS POST-PURCHASE EXPERIENCE

 
 

IN-APP GUIDANCE CARD & EMAIL COMMUNICATIONS FOR SELLERS

Challenges

Business Need: Shopify sellers on Facebook and Instagram didn’t have delivery dates on their product pages. UX research showed this was reducing conversions and negatively impacting sellers’ ROAS and Meta commerce’s overall GMV:

  • Meta needed a new feature within the existing sellers’ admin tools that would allow them to set delivery dates and be accountable for delivering on time

  • Sellers needed guidance on how to set reasonable delivery dates

User Need: Delivery dates are a key consideration for customer conversion and a good customer experience. Customers have peace of mind and confidence in their purchase if they know when their order will arrive.

NEW DELIVERY DATE FEATURE IN SELLERS’ ADMIN TOOL

 

Strategy & Solutions

  • Launched new feature enabling sellers to show customers estimated delivery dates, aimed at improving the customer experience and increasing conversions

  • Created in-app guidance and e-mail messaging strategy to educate sellers about the importance of accurate delivery dates and to instruct them how to navigate the new experience in their admin tools step-by-step

  • Defined, named and got company buy-in for a new metric, which helped sellers estimate accurate delivery dates

  • Just 1-month after launch, 10k+ sellers had adopted the feature