Automate Your Customer Support with Live Chat and Chatbots on Shopify

Automate Your Customer Support with Live Chat and Chatbots on Shopify

Table of Contents

  1. Introduction
  2. Setting up Live Chat and Chat Bots on Shopify Store
    1. Benefits of Live Chat and Chat Bots
    2. Introduction to Heyday App
  3. Installing Heyday App on Shopify Store
  4. Customizing and Branding the Chat Widget
    1. Matching the Background Color with Store's Primary Color
    2. Adding Company Name and Subheading
    3. Uploading Logo
    4. Publishing Changes and Enabling Chat Display
  5. Setting Chatting Hours
    1. Choosing Available Time and Days
    2. Changing the Timezone
  6. Setting Chatbot Messages
    1. Editing Greeting Message
    2. Customizing Welcome Message
    3. Creating Absence Message
  7. Setting up FAQ Automation
    1. Selecting Topics
    2. Creating Automated Responses
    3. Previewing and Publishing Changes
  8. Managing Conversations
    1. Accessing Conversations on Desktop and Mobile App
    2. Inviting Team Members to Join Customer Support
    3. Assigning Conversations to Teammates/Departments
    4. Closing Conversations and Sending Satisfaction Survey
  9. Exploring Additional Features
    1. Connecting Chat with Facebook Messenger and Instagram Messaging
    2. Activating Email Channel
    3. Editing Account Information and Billing Plan
    4. Analyzing Performance through Analytics
    5. Generating Reports
  10. Conclusion

How to Set Up Live Chat and Chat Bots on Your Shopify Store

Are you tired of manually responding to customer inquiries? Do you wish there was a way to automate the customer support process on your Shopify store? Well, look no further! In this article, we will guide you step-by-step on how to set up live chat and chat bots using the Heyday app. By leveraging this powerful tool, you can save time, provide instant responses, and enhance the customer experience on your store.

1. Introduction

In the fast-paced world of e-commerce, customer support plays a vital role in ensuring customer satisfaction and boosting sales. While traditionally, businesses relied on email or phone support, live chat has emerged as a more efficient and effective method for providing real-time assistance. Moreover, with the introduction of chat bots, repetitive inquiries can be handled automatically, freeing up your time to focus on more complex customer issues.

2. Setting up Live Chat and Chat Bots on Shopify Store

2.1 Benefits of Live Chat and Chat Bots

Before we delve into the technical aspects of setting up live chat and chat bots, it's essential to understand the benefits they offer. Firstly, live chat allows customers to get immediate responses, increasing the likelihood of making a purchase. Secondly, chat bots can handle common inquiries, such as product details, shipping, and returns, without the need for human intervention. This saves both time and energy, especially during peak periods like Black Friday or holiday seasons when customer inquiries flood in.

2.2 Introduction to Heyday App

To set up live chat and chat bots on your Shopify store, we will be using the Heyday app. Heyday is a versatile app that allows you to automate customer support responses and provides a seamless live chat experience. With customizable automated messages, you can address common inquiries instantly, ensuring a smooth shopping experience for your customers.

3. Installing Heyday App on Shopify Store

To get started with Heyday, you need to install the app on your Shopify store. Simply click on the first link in the description or search for "Heyday" in the Shopify App Store. Once you find the app, click on "Add app" to begin the installation process. After installing the app, create an account, and you will be redirected to the Heyday home page.

4. Customizing and Branding the Chat Widget

The chat widget is the first thing customers see when they initiate a conversation with your store. It is important to customize and brand the chat widget to match your store's aesthetics and provide a seamless experience. Here's how you can do it:

4.1 Matching the Background Color with Store's Primary Color

To match the background color of the chat widget with your store's primary color, navigate to the theme customizer. Identify the primary color of your store and note down its hex code. In the Heyday app, paste the hex code in the appropriate field to ensure a consistent branding experience.

4.2 Adding Company Name and Subheading

To personalize the chat widget further, include your company name and an attractive subheading that reflects your brand. Choose a subheading that encourages customers to engage with the chat, such as "Ask us something" or customize it according to your preference.

4.3 Uploading Logo

To enhance brand visibility, upload your store's logo within the chat widget. This helps customers identify your brand and creates a professional impression. Simply upload the logo using the provided functionality.

4.4 Publishing Changes and Enabling Chat Display

Once you have customized the chat widget to your satisfaction, click on "Publish changes" to apply the modifications. By default, the chat display is turned off. Toggle it on to make the chat widget visible on your store.

5. Setting Chatting Hours

Specify the hours during which live chat will be available to customers. This ensures that customers are informed about when your team will be online for support. By default, Heyday sets Monday through Friday, 9 AM to 5 PM as the available hours. You can easily edit these settings to match your desired availability. Additionally, you can change the time zone to ensure accurate communication.

6. Setting Chatbot Messages

Chat bots play a crucial role in automating customer support. By setting up customized responses for frequently asked questions (FAQs), you can save significant time and effort. Heyday allows you to create personalized chatbot messages for various topics. Let's explore how you can do this:

6.1 Editing Greeting Message

The greeting message is the first thing customers see when they open the chat widget. Customize the greeting message according to your brand's tone and style. It should be welcoming and provide an insight into the assistance your customers can expect.

6.2 Customizing Welcome Message

When customers initiate a chat during business hours, Heyday displays a welcome message. This message serves as an introduction to your brand and informs customers of how you can help them. Personalize the welcome message to align with your store's offerings and values.

6.3 Creating Absence Message

Outside the designated business hours, Heyday presents an absence message to customers. This message notifies them that your team is currently unavailable but assures them of a prompt response. Customize the absence message based on your store's operating hours and include the option for customers to leave their contact information.

6.4 Publishing Changes and Enabling Chatbot Automation

Once you have crafted the appropriate chatbot messages, click on "Publish changes" to save the configurations. With these automated responses, Heyday will handle common customer inquiries, providing instant solutions and reducing the workload on your customer support team.

This is just a preview of the article and some sections are not fully written. The complete article will cover all the topics mentioned in the Table of Contents and provide detailed step-by-step instructions and insights on setting up live chat and chat bots on a Shopify store using the Heyday app. Stay tuned for the complete article that will equip you with the knowledge to revolutionize your customer support strategy.

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