Help Desk for Shopify: Customer Satisfaction through Personal Communications
Each brand strives to its ultimate goal described in only one big word – uniqueness.
But, this aspiration is absolutely senseless without precisely distinguished individual brand features created by products and, sometimes even more, by personal relations between merchants and customers. And, this is exactly what our product offers – brand identity and customer satisfaction built in personal communications.
Help Desk is a new customer-oriented support solution tailored for Shopify store owners by aheadWorks.
Help Desk incorporates both long-term approved commercial functionality and an experimentally adjusted approach to design and usability.
Time and Expenses
- Integral customer relationship solution. Help Desk is a single place to render support and carry on communications with your customers from different channels in one place.
- Eloquent dashboard. Help Desk introduces a user-friendly and feature-rich dashboard enabling you to estimate the general situation at a glance and go to most exigent requests immediately.
Loyalty and Satisfaction
- Real-time message tool. Help Desk allows you to track customers’ inquiries in real time from the dashboard and additionally get notifications via emails. This way, you can easily follow the response time standards and even offer your customers different support levels, e.g. high-priority, regular, non-urgent, etc.
- Loyalty strengthening via personal communications. Help Desk is a great tool to leverage brand loyalty through personal communications using both rational and emotional incentives perfectly suitable for every individual customer.
- Additional information for relevant customer segments. Relevant support is impossible without a deep understanding of customers’ businesses, their needs, and peculiarities. Help Desk enables you to differentiate customers by orders (quantity and values) and personal descriptions facilitating efficient communications and relevant treatment.
The application provides you with one contact point for all messages sent via direct emails and contact form in your store.
Help Desk Dashboard
Individual Message Threads for Each Customer
Each communication has its own thread containing chronologically arranged messages, so you do not miss any of them and eliminate the need to restore the logic of correspondence from various sources.
Help Desk Message Thread
Additional Customer Information
Help Desk provides support managers with abundant additional information related to customers, including personal notes, orders, products, and follow up emails. This makes them informed about customers and allows supporting them properly.
Logical Information View
The messages arranged in the chronological order lets you follow the conversations and its main points easily.
Contact topics make lives easier both for customers and store admins. Customers are able to better word the essence of their requests, while admins can easily sort similar questions and answer them faster.
The Contact Us Form
The Notes tab enables admins to enumerate certain specific customer’s features for his better understanding. The tab is available only from the backend.
All Message Types
Help Desk allows customers send text messages and attach files to them if they find it useful to detail their particular issues.
Automated Message Statuses
The application automatically change messages statuses (unread, read, replied, deleted, etc.) upon the actions made and provide admins with a clear view of the situation in support and its dynamics.
Additional Message Control
If you need more control (individual or joint) over support conversations, you can specify any number of supplementary BCC email addresses in the application settings.
Help Desk Settings
Help Desk allows you to reduce spam in the backend using the built-in reCAPTCHA functionality.
Help Desk is designed as a native Shopify application and meets all necessary platform’s design and functionality requirements.
Follow Up Email integration
The functionality provided by the application is further refined by means of integration with the Follow Up Email Shopify application. The combination of the above applications provides support managers with additional information regarding follow up emails sent to customers.
In-time, relevant, and efficient communications are the direct responsibilities of the Shopify Help Desk application. Even though customers’ satisfaction, retention, and inspiration depend on your knowledge and efforts, Help Desk greatly streamlines and facilitates your technical support processes and business conversations.