Shopify store owners know that customer conversions are often at the forefront of the conversation, considering that Shopify has and will continue to release a variety of tools to improve the chances of making a sale every time someone comes to your online store. With the Shopify Inbox , merchants can further expand their potential for higher profits, with the option to add a chat app for real-time conversations, while also activating automatic messaging, express checkout links, and even connecting to Facebook Messenger .
In this article, we explore Shopify Inbox, how it works, and how to implement a simple online store chat tool to embrace the power of chat and enhance customer support efforts.
What is Shopify Inbox?
what is shopify inbox
At its most basic, Shopify Inbox is a chat box that you can install as an app to any Shopify website. It enables you to interact with customers in real-time, receive pings when shoppers have questions, and display automated messages and FAQ information when necessary.
Shopify states that the goal with Shopify Inbox is to "turn browsers into buyers." But more than that, it also focuses on automation, conversion and branding.
Shopify Inbox offers several advantages:
Shopify Inbox is completely free.
Install apps on your store, turn on branding elements and configure messages in minutes.
It offers quick marketing and promotional elements such as product sharing and discount codes.
You can manage customer service chats from any device you want.
Send quick replies and automated messages to help customers on the go.
You can centralize all aspects of live chat through your Shopify dashboard and even your email inbox.
Messages can come from other systems, such as Facebook Messenger, SMS, or Twitter.
Overall, Shopify Inbox is a free, simple, and flexible chatbox app that connects customers when they need answers. We also love it because it works for both merchants and customers, see how merchants can chat on iOS and Android apps, and customers can email list choose to chat on social media or your website when making a purchase decision.
Now that we've answered "What is Shopify Inbox?" read on to dive into its main features and learn how to install it yourself.
Shopify's inbox features that help increase conversion rates and improve customer service
While we don't feel like Shopify Inbox can match Shopify's App Store with some of the more advanced chatbox apps, it's without a doubt the best value. Merchants pay nothing to install it on their website and they receive everything from stylish chat boxes to automation, FAQs to integrations.
In this section, we'll highlight some of our favorite features of the Shopify Inbox, especially those that should improve conversion rates and improve customer support productivity.
Automatic welcome and informational messages
When customers type in a live chat box, they often expect instant feedback. That's why some kind of automatic welcome message has to be sent. This guarantees that you receive their initial chat and tells the customer that they may have to wait a certain amount of time. Sometimes it's best to just say that you are away and will respond by email within the next 24 hours.
Whether it's a welcome or follow-up message, Shopify Inbox seems to have its merchants covered. You can choose from templates, make your own message, or spice up an already available message. It's really the easiest process you could ask for, especially when you're trying to get the chat box up and running quickly.
follow up email
Follow-up emails are associated with welcome messages because they usually tell customers that you can't speak to them right now. However, the Shopify inbox has a form that pops up asking customers to enter their contact information. You can collect all this information at the start of the chat so that a customer support rep can contact the user in the future, or if they get cut off from the chat. It's also great that all conversations are saved for merchants and customers, bringing them back to the point of conversion where they left off.
Access messages from multiple channels
Store owners and customer support reps aren't always in front of their computers, but it's often wise to provide as close to 24/7 customer support as possible. Because you travel a lot, Shopify Inbox ensures that you can access all your store chatbox messages, regardless of your device or platform.
To get started, the Shopify Inbox has its own combined inbox area for you to assign customer support tasks to different agents. It is also possible to chat via social media channels, contact via email or send messages to customers via SMS.
Finally, Shopify Inbox has Android and iOS apps to keep your site messages close to you at all times.
Connections to Alternative Messaging Applications
It's good that merchants can access messages through multiple channels, but what about your customers? Shopify Inbox works by connecting to social platforms like Facebook Messenger, Instagram, and even Twitter (via external integrations).
This means customers don't have to visit your website to chat with your customer support representative. They can stick to something they know or like, like Facebook Messenger. Even text messages and email chats are possible.
Easy Messaging FAQ
You can choose from templates or in your Shopify inbox. Customers see these FAQs in a list; they can then click on the one that applies to their situation. For example, they might want to know about your shipping or return policy. Merchants fill out answers before customers visit your website, so you can maintain a consistent brand voice, provide instant information to customers, and reduce customer support workloads.
They also linked these to quick replies, another way to automate replies. The main difference with quick replies is that the customer support rep has to activate and send them. They're like canned responses, where store owners create scripted answers to frequently asked questions, and then customer support reps don't have to worry about typing lengthy responses or missing some of the most important information.
Branding only takes seconds to your Shopify inbox, and see how store owners can change the color scheme of their chat box, as well as other elements like button size, shape, and style. There is even an option to move the button to other areas of the window.
Quick order status updates
By default, the Shopify inbox comes with an autoresponder to accept questions about the status of your order. Essentially, the user comes to the chat box, requests to see the status of the order, and an automatic reply asks them for the order number and email address associated with that order. Finally, the Shopify Inbox provides order status, all within seconds of a conversation.
Conversations turn into conversions
In addition to producing more effective customer support channels, live chat also serves online business owners by potentially increasing conversion rates. This happens because you can guide customers through the shopping experience and answer questions that might prevent them from completing the checkout in the first place.
Shopify Inbox provides many of these features by notifying customers, promoting products, and even helping merchants understand conversations that are more likely to lead to a sale.
Shopify Inbox has a shopping cart action so that merchants can see the products in customers' shopping carts. This way, you can improve your customer support and actually provide insightful details about those specific products. You can also send discount codes to initiate the final sales push. Finally, chat categorization automatically labels each conversation, using intelligent technology to identify the most promising conversations (the ones most likely to lead to a sale).