About Deli Hemp
Deli Hemp is a French CBD (hemp-based wellness) e-commerce brand headquartered in Nanterre, France, selling a wide range of CBD products online at delihemp.com as well as through a professional/franchise network. As a consumer brand operating in a highly regulated, trust-sensitive category, Deli Hemp places a premium on transparency, responsive customer support, and a smooth, reassuring post-purchase experience — all delivered entirely in French for its home market audience.
Overview
For Deli Hemp, the customer account isn't just a place to check an order or update an address — it's also a key touchpoint for customer support and communication.
Using Custlo, Deli Hemp built a customized, French-language customer account experience with Contact as one of its standout features. Rather than simply linking customers out to a generic contact page, Deli Hemp brought essential support information and multiple communication channels directly into the account itself.
The result is a customer portal that blends account management with an accessible, personalized support experience.
The Challenge
Deli Hemp wanted to make it easier for customers to get help right after logging into their account.
Standard Shopify account pages typically focus on orders, addresses, and profile details — but customers often still need help with questions about their orders, products, or delivery. Deli Hemp's goal was to make that support:
- Easy to find
- Clearly presented
- Available through multiple channels
- Consistent with its French-language storefront
- Accessible directly from within the customer account, without hunting elsewhere on the site
This made the Contact experience a central part of Deli Hemp's customer portal strategy — not an afterthought.
The Solution: A Customized Contact Experience with Custlo
Deli Hemp uses Custlo to power a customer account built around five sections:
While all five deliver the core functionality customers expect, the customized Contact section is the standout element — tailored specifically around Deli Hemp's support process, so shoppers can reach the team without leaving their account or navigating the wider site.
A Contact Section Built Around Customers
At the top of the section, Deli Hemp greets customers with a simple, reassuring line:
"Une question ? Notre équipe est là pour vous répondre." ("Have a question? Our team is here to answer it.")
It's a small touch, but it immediately signals that help is available and invites the customer to reach out — rather than presenting a bare contact link and leaving them to figure out the rest.
- First name
- Name
- Phone
- Message
No need to leave the account or open a separate page — everything needed to submit an enquiry is right there.
Why the Contact Customization Stands Out
The core strength of Deli Hemp's implementation is that Contact isn't treated as just another tab in the menu — it's a dedicated support hub. A customer can move from:
Compte client → Nous contacter → choisir un canal (Customer account → Contact → choose a channel)
and immediately land on everything they need: email, phone, live chat, or a form — all in one place, all in French, all tied to the same clearly stated hours.
A Consistently French Experience
Custlo is configured entirely in French across Deli Hemp's account dashboard, keeping it aligned with the rest of delihemp.com. That consistency matters most at exactly the point where a customer needs support — they shouldn't have to switch languages between shopping, managing their account, and reaching out for help.
More Than an Account Dashboard
Put together, Deli Hemp's account experience covers:
- Commandes — customers can review order history and status
- Fidélité — customers stay connected to the brand's loyalty program
- Adresses — customers manage their saved shipping addresses
- Nous contacter — customers reach support through four channels in one customized hub
- Déconnexion — a simple, one-click way to end the session
Of these, Contact is the differentiator — it's what turns the account page from a functional dashboard into an extension of Deli Hemp's customer service.
The Result
By customizing the Contact section with Custlo, Deli Hemp has built a more accessible, support-oriented customer journey. The implementation helps the brand:
- Make support easy to discover, right inside the account
- Offer multiple ways to get in touch — email, phone, live chat, form
- Set clear expectations with published service hours
- Provide live chat for customers who want a fast answer
- Keep every step of the experience in French
- Turn the account page into a more personalized, service-oriented portal
Conclusion
Deli Hemp's use of Custlo shows that a customer account can do more than manage orders and addresses — it can be a real extension of customer service. By bringing email, phone, live chat, service hours, and a contact form together in one place, and presenting all of it in French, Deli Hemp turned its account dashboard into a genuine connection point between customers and its support team — not just a place to check on a past order.